Pest Management Professional, October 2016

PMP Growth Leaders Customized care and communication Catseye strengthens customer relationships through trust and tailored service By Will Nepper Senior Editor C ustomer relationships mean a lot at Catseye USA says David Miclette company president We grow and strengthen lasting relationships with our clients by building trust he says adding that this kind of trust between customer and company can only be developed through consistent communication and maintaining accountability The companys proprietary service scan system certainly helps with the accountability Miclette says That system includes bar coded equipment which keeps a live record of what tools and products are being used and when We strive to exceed expectations at every opportunity Miclette says In some cases that means helping with outdoor holiday decorations some yard work or even taking out a customers trash But theres more to maintaining good customer relationships than good deeds From their first call to Catseye customers are in the hands of the companys business development center and the process of tailoring a service schedule unique to that customer begins From there new customers are assigned a customer service representative and technician who will be their Catseye touch points for the duration of the relationship Miclette says its perhaps the most fundamental way the company strengthens relationships The customer will always be dealing with the same rep and technician Miclette explains The dedicated customer service rep will be the person they always Catseye USA HeAdqUArterS Albany N Y 2015 revenUe 99 million ProjeCted 2016 revenUe 121 million ProjeCted inCreASe 22 percent toP 3 bUSineSS tiPS 1value your clients as well as your employees Both will strengthen your business 2determine what differentiates you from your competition and be the best at it 3tailor your service to meet each clients needs speak to on the phone This builds more than just a rapport but also a solid relationship built on trust Catseye hiring practices also have a hand in their customer service in that it provides new hires with cross divisional training and education Catseye customers can check their accounts online to see the record of what service has been completed and when in addition to future scheduling so theres no confusion The customer always knows everything thats happening Miclette says Another invaluable strategy Catseye employs for fostering new relationships and strengthening ones it has already developed is becoming a visible asset to the community the company serves We know children and young families are the homeowners of the future Miclette says And with nearly 30 years of being a visible neighborhood presence through entertaining animated TV ads billboards and supporting youth athletics were connecting with that future and beginning our relationships with the next generation of homeowners PMP You can reach NEPPER at wnepper@ northcoastmedia net or 216 706 3775 GL6 October 2016 Pest Management Professional mypmp net Photo CAtseYe usA david Miclette president of Catseye USA