Making 1-Day Courtesy Calls

1. Many accounts have multiple contacts and phone number, so verify that you are selecting the proper one before dialing. This information should be in the Location Instructions. If not specified, default to using the main contact phone number.
2. Review the Location Instructions for any notes specific to Courtesy Calls.
3. Dial the number and use the following greeting:
   • Hello, this is (your name) with Good Earth Pest Company. I just wanted to let you know that  (Tech Name)  is schedule to perform your  (Service)  tomorrow.
4.  Listen for the client’s response. Answer any questions or concerns they may have.
5. When the client is experiencing a pest problem:
   • Listen to the client and show empathy/concern:

I am sorry to hear that! Can you tell me a little bit more? I will let  (Tech Name)  know and that way they can get you taken care of during their visit tomorrow. How does that sound?

1. • Add notes for the Technician with appropriate detail to the Order Instructions. Please include:
   • What they are seeing/experiencing.
   • Where and how many.
   • Who you spoke with.
2. Some issues may require the technician to get inside. In these instances, try to arrange a time that will allow the client to be home if possible.
3. Handwrite “See Notes” next to the service location in the right-side margin of the route log.
4. When the client needs a time frame (review OF.150):
   • Remember work big to small AM/PM > 2 or 3 hour window > set arrival time
   • Add time to the Order Instructions
   • In the service ticket, adjust the time range, earliest and latest, and make it blue.
   • Write the time constraints in the right-side margin of the route log.
5. When leaving a message: conclude with the following:
   • If you have any questions or need to reschedule, please give us a call back at  (local phone number).
6. Once the call is completed: Write your initials, date, and OK or LMOM (Left message on machine) in the right-hand margin of the route log next to the service.

Examples:            MK  7/13/22 – OK           or          TP  7/10/22 – LMOM