Last weekend, when I first noticed our hornet problem, I called a couple of national pest control chains on Sunday. Both chains answered (or had an answering service) and promised to get back to me "early next week." So on Monday, I waited until about noon. When I hadn't heard from either place by then, I got busy searching and found Pioneer Pest Control, who came out Tuesday and took care of the problem--and still, neither national chain had called me back.
On Thursday, the first chain called back, and I told their representative that they'd missed their opportunity. Tonight, fully nine days after I first called, the other chain called back. However, whatever small measure of credit I would have given them for at least returning the call was quickly lost, as this is what I heard when I picked up the phone:
[Obviously recorded voice] "Thank you for calling Orkin Pest Control. We're returning your call concerning a pest problem. Please stand by and an operator will be with you shortly." [Hold music commences]
Yes, that's right. They waited nine days to call me back to put me on hold! Needless to say, I didn't wait around for a human being to grace me with their presence. Now, it may be that Orkin is a great pest control service, and had I called a local office, perhaps I would have received a quicker call back. But as it was, the local offices were closed on Sunday, so I used the national number. Apparently the connection between that number and the local offices is quite poor--perhaps they're still using the Pony Express?
If you want my business, you're going to have to respond a little quicker than nine days--and have a person, not a robot, make the return call!
You should contact them via email or snail mail to describe your situation. How can they know, how can they get better, if you don't tell them.
Chip,
I would disagree with your advice for Rob. He's already wasted his time trying to do business with them. His comments to them are a SERVICE. In fact, they might try to offer him compensation for finding out why he hung-up.
He will indicate his satisfaction with their business practices by not choosing them. As might his readers, who want pest services, too.
It reminds me of those places you might make a purchase from (say, a car dealer), and they want to call you after each visit with a phone survey. I often refuse because they don't offer me anything for my time. If they rewarded me with a coupon on my next oil change or something, that'd be different. Otherwise, let them hire a consultant to observe customer-client relations and give them advice.
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