The Underground

CSS Resource Center ›
The Underground
Sentricon logo
The Underground The Underground
← Return to blog

Educate homeowners to increase retention

December 19, 2016 by CORTEVA AGRISCIENCE Success Stories

Over the last 12 months, Hoffman’s Exterminating Co., Inc., increased their customer retention rate from 84 percent to 92 percent with a companywide push to increase total sites protected. Hoffman’s Exterminating is the largest independent family-owned pest control company in the South Jersey area and has been a Certified Sentricon Specialist™ for about six years. The company started out using only liquid termiticides, but has since been increasingly using more of the Sentricon® System.

hoffmans-logo

Bill Hoffman, owner of Hoffman’s Exterminating, challenged his 30+ employees to increase total sites protected and retain more customers. Along with that, there were opportunities to educate customers about Sentricon and also incorporate general pest control bundling.

Here is Hoffman’s approach to retaining customers:

  1. Customer service representatives — CSRs are encouraged to go through Sentricon Advanced Training modules (past and current), which has helped them to become more familiar with Sentricon and overcoming objections. Because they are our first responders, it’s important to make sure they’re confident in answering questions.
  2. Office manager — If someone still wants to cancel, our office manager, Jody, will talk to them and, if necessary, discuss pricing or payment arrangements.
  3. Vice president — If someone still wants to cancel, they talk to the VP, Eve Pappas. She does whatever is necessary to keep the account.

“If someone still wants to cancel at that point …” said Hoffman. “Well, let’s just say I shouldn’t be getting any phone calls at that point. It’s important for Hoffman’s Exterminating to empower our employees and help them feel confident about answering those tough customer questions about termite control and the Sentricon System.”

This concept may not be new, but this is another example of how training office professionals can directly help increase customer retention. Invest in your employees.

Filed Under: Success Stories Tagged With: Hoffman Exterminating, retention

Subscribe for updates

Join our email list to get access to the latest news in the industry.

Subscribe

Top Posts

  • ‘Above Ground’ or ‘All Gone?’ ― How Recruit® AG FlexPack™ Became a CSS Staple
  • By “The Book”

Polls

When using Recruit® AG FlexPack™ termite bait, where do you typically apply it?

View Results

Loading ... Loading ...

Categories

  • Industry (17)
  • Insights (9)
  • Marketing (41)
  • Sales (4)
  • Science (11)
  • Service (1)
  • Success Stories (55)
  • Training (13)
  • Uncategorized (1)

Archives

  • February 2021 (1)
  • November 2020 (1)
  • October 2020 (1)
  • August 2020 (1)
  • July 2020 (4)
  • May 2020 (1)
  • April 2020 (1)
  • February 2020 (1)
  • October 2019 (2)
  • August 2019 (2)
  • June 2019 (1)
  • May 2019 (2)
  • March 2019 (2)
  • February 2019 (1)
  • January 2019 (8)
  • December 2018 (7)
  • November 2018 (2)
  • August 2018 (1)
  • July 2018 (2)
  • June 2018 (1)
  • May 2018 (1)
  • April 2018 (1)
  • March 2018 (2)
  • February 2018 (2)
  • January 2018 (2)
  • December 2017 (1)
  • November 2017 (2)
  • October 2017 (1)
  • September 2017 (1)
  • August 2017 (1)
  • June 2017 (4)
  • April 2017 (3)
  • March 2017 (2)
  • February 2017 (2)
  • December 2016 (4)
  • August 2016 (3)
  • March 2016 (4)
  • January 2016 (3)
  • December 2015 (3)
  • November 2015 (4)
  • July 2015 (3)
  • May 2015 (3)
  • February 2015 (3)
  • December 2014 (3)
  • October 2014 (1)
  • September 2014 (3)
  • May 2014 (3)
  • February 2014 (4)
  • January 2014 (3)
  • December 2013 (4)
  • October 2013 (3)
  • September 2013 (4)
  • August 2013 (6)
  • July 2013 (21)

Subscribe for updates

Join our email list to get access to the latest news in the industry.

Subscribe

Copyright © 2021 · Pinsomo Theme by SomoThemes · WordPress · Log in

Return to top of page

Copyright © The Dow Chemical Company (1995-2014). All Rights Reserved. ®™* Trademark of The Dow Chemical Company ("Dow") or an affiliated company of Dow. ®™Always Active, Certified Sentricon Specialist, Certified Sentricon Specialists, ESP, Interrogator, Recruit and Sentricon are trademarks of The Dow Chemical Company (“Dow”) or an affiliated company of Dow. ®Facebook is a registered trademark of Facebook Inc. ®Google+ is a registered trademark of Google Inc. ®Pinterest is a registered trademark of Pinterest Inc. ®™STEPS and Sustainability Through Environmental Practices and Solutions are trademarks of Arrow Exterminators, Inc. ®Twitter is a registered trademark of Twitter, Inc.