Pest Management Professional, September 2018

START UP DIARIES By Pete Schopen PMP Contributor M y oldest son Trey is a junior in college and he worked for me this summer Treys job was helping our overworked staff answer phones It was a huge help and everyone loved having him in the office Trey was a natural on the phones and within just a few days he had learned our online software can you hear the Proud Papa voice oozing through my column here The only thing Trey had trouble handling was the ability to deal with upset customers Trey isnt alone when it comes to calming down a client Do I get frustrated at some clients Of course Im human and I have feelings But what sets me apart and hopefully you too is understanding that the client is a person who also has emotions Here is how I handle upset clients 1Keep in mind they may be having a bad day It happens to the best of us The toaster breaks the car wont start the kids are staying home from school because they are sick the worlds arent aligning right and everything is going wrong including that mouse that just ran across the kitchen counter Because the mouse was the clients breaking point you are going to be the recipient of their angst 2Humor them Let them vent Sometimes people just need to let off some steam Dont take it personally when they are upset Many clients will calm down after a few minutes and actually appreciate your patience 3Humor them Part II Make them laugh This is my speciality I will say something so silly or ridiculous that the client has to stop and ask themselves Did he just say what I think he said I never say anything risqué or scandalous but it will be funny and maybe a little inappropriate I also never belittle them or make fun of their situation Ill just crack a joke relevant to the problem and hopefully get the client giggling 4Find common ground A sincere I know what youre saying works especially well when a client is upset about a bill or our pricing We all have bills and Ill remind our clients that I have a kid in college and another approaching college age We have to charge what we charge because I have bills to pay too electric bills chemical bills insurance etc 5Educate them If a customer is upset that they are still seeing carpenter ants after one treatment we will explain complete metamorphosis to them If they get bent out of shape over a dead mouse in the basement we will teach them about anticoagulants Nothing calms down a client more than having confidence in a product or process 6Dont cave in to their hysteria I recently had a client nearly hyperventilating over one carpenter 122 September 2018 Pest Management Professional mypmp net PHOTO PETE SCHOPEN CONTINUED ON PAGE 124 10 ways to handle upset clients SCHOPENS OPEN BOOK START UP Schopen Pest Solutions Inc HEADQUARTERS McHenry Ill FOUNDER Peter F Schopen Jr START UP DATE April 11 2006 NUMBER OF EMPLOYEES 18 full time and one part time 2006 REVENUE 97235 2007 REVENUE 172495 2008 REVENUE 203732 2009 REVENUE 243427 2010 REVENUE 325960 2011 REVENUE 425847 2012 REVENUE 489887 2013 REVENUE 572772 2014 REVENUE 687326 2015 REVENUE 858180 2016 REVENUE 1079068 2017 REVENUE 1478600 2018 JULY 149173 up 385 from July 2017 2018 TOTAL 939461 up 248 for the year 2018 GOAL 1847000 Trey Schopen works the phones