Sign Up/Agreement/Expectations

Signing a Prospect Up

“Can you spell your first and last name for me?”

Prospect: Answers Your Question

“Perfect, and what’s your cell phone number?”

Prospect: Answers Your Question

“What’s your email address?”

Prospect: Answers Your Question

“What’s your address?”

Prospect: Answers Your Question

“Perfect, can you verify that I entered all of your information correctly?”

Prospect: Answers Your Question

While you’re changing the pricing on the agreement to whatever you pitched the client, ask them “Would you prefer to use ACH, debit card, or credit card?” without looking up from your iPad. If they ask if they can use a check or cash, tell them no. The only forms of payment Alta takes are credit cards, debit cards, or automatic transfers from their bank account. Normally they’ll answer with “ACH” or “credit.” You then just ask them “Perfect, do you have that memorized or do you need to go grab it real quick?” while still looking down at your iPad. You will finish generating their agreement while they go grab the card they’re paying for the service with for you to enter into the software. If they’re doing ACH, they can get their routing number and account number off a check in their checkbook. It’s a good idea to ask them to grab their phone while they’re grabbing their payment method as well, so that they already have it on them to do the Welcome Letter after you finish signing them up.

Explaining the Service Agreement

“Service Address” and “Customer Information” Sections

“Alright, you’ll get a copy of this in your email once we’ve finished. Up here at the top is all of our contact info. Can you verify that I have the right service address and contact information for you?”

“Guaranteed Insects” Section

“Great, this next part just lists a few of the most common insects included in our guaranteed insects. We cover a ton more than this, we just didn’t want a page with a million bugs listed on it haha. Like I mentioned earlier, those XYZ are shown right here.” Point to whatever the client’s hot buttons are on the guaranteed insects list to prove we take care of that problem since people believe what they see and not what they hear.

“Year Round Pest Barriers” Section

“This part right here just explains how pest control is a process. If I had a magic wand that just poofed all the bugs away, I’d be a millionaire by now haha.”

“We’re going to use a slow acting spray on this first treatment that flushes out insects on the property. It takes about a week or two to knock the bugs out, giving them time to walk through the product and then spread it to their home colony, allowing us to eliminate the entire colony instead of just the bugs that walk through the product.”

“It’s normal to see a spike in bug activity in the yard for a week or two after the initial treatment. That’s a good sign because that means it’s working. After those two weeks, if you’re still having any issues, just give us a call and we’ll come back out for free.”

“General Pest Service” and “Outdoor Package” Sections

“The easiest way to understand our service is to think of it as two separate services that are combined. The first portion is our general pest package. That’s when we come and de-web the home, spray the base, and then granulate and spot treat the yard. We do that once every three months on a quarterly schedule, so four total services in a year. Every month that has the ‘S’ in parenthesis is when we’re doing the general pest package, so for you, that’s going to be in May, August, November, and February. Does that make sense?”

Prospect: “Yes.”

“Great, the second portion is our outdoor package. As you can see right here, that’s when we come once every 45 days April through September to fog the entire property, so there’s a total of four fogging services in a year. Does that make sense?”

Prospect: “Yes.”

“So all together, there’s four general pest services and four fogging services, meaning there’s eight total services in the year. Does that make sense?”

Prospect: “Yes.”

“Great, so instead of billing per service since it gets confusing, we just average it out to a flat monthly rate of 89 bucks for you, that way it’s consistent and easy for you, and we’re getting the first service knocked out for just 149 bucks since my technician is already out here.”

“The best part is that in between treatments, if you ever see anything, all you have to do is give us a call, and we’ll come back out within 48 hours completely for free as many times as you need.”

Explaining the Fine Print and Cancellation Fee

“This first section is just explaining how we only ask for you to try us out for 18 years…*Pause to Let It Sink In and Look Serious* haha I’m just joking. We only ask you give us a shot for 18 months, that way we have time to sink our teeth in and actually get rid of the problem. That’s the best part because it allows us to guarantee our work, meaning in-between services, if you ever see anything, just give us a call and we will come out within 48 hours completely for free as many times as you need, and that’s an unlimited amount of times.”

“The cool thing is, if you cancel before the 18 months is up, we don’t make you pay out a remaining balance or anything crazy like most companies do. All we do is ask you pay back the discount we gave you on the initial treatment, so worst case scenario, you just cover the regular price of the first service. That way we’re not out too much money as a family owned business. It’s only fair, right?”

“Alright, last thing. I’m sure you’re familiar with autopay, right? Great, this section right here is just letting you know that’s how we do payment.”

“Can you please initial here? And here… And then your autograph here…”

Setting Realistic Expectations

The most common reason a client cancels is because the sales reps that signed them up over promised when pitching them and didn’t set realistic expectations. Once you’ve already closed the deal, it’s time to start unselling the service to basically give the client a low expectation. You want to underpromise, so that we can over perform. This will ensure that the client stays active no matter what happens, which means you get paid. Remember, you only get paid on accounts that stay active until December 15th, so this step is SUPER important to nail with every single person you sign up.

“I just want to say thank you for giving me a shot. I only get paid on commission, so this really does mean a lot to me. I know the owners of Alta personally, and I promise that we will do everything in our power to give you an amazing experience. I have your initial treatment scheduled for Monday in our 11AM to 1PM time spot. It doesn’t take the full two hours, that is just the two hour window our technician shows up in.”

“Remember, it’s normal to see a spike in activity for about two weeks after your initial treatment. If you’re still seeing anything after that two week period, please give my office a call. Keep in mind that pest control isn’t a magic force field that keeps 100% of the bugs out. You’re going to see a few bugs in between services. Don’t freak out on me, just give my office a call.”

“Unfortunately, we haven’t figured out a way to get robots to perform the service yet, and since our technicians are human, mistakes can and will happen no matter what we do. Don’t get me wrong, our technicians are amazing and they do phenomenal work, but if they ever miss anything, please just give us a call. Clients don’t stick with us because we’re perfect. They stick with us because of how we handle it when something is wrong.”

“So, to sum it up, the only clients that are ever unhappy with the service are the ones that forget that we come out for free. So what are you going to do when you see a bug?”

Prospect: “Call y’all back out.”

“Awesome, once again, thank you John for giving me a shot. I truly do appreciate it. Do you have any other questions for me?”

“Great, I hope you have a great rest of your day!”

Bug sheet

Make sure u lookin at that