Retreatments & Call Backs

Purpose

To outline the process for handling customer requests for retreatments and call backs, ensuring we honour our warranty commitments while educating customers on expected results and realistic timelines for pest control treatments.

Warranty Coverage

Our service includes a warranty period for the following pests:

If a customer experiences an infestation or outbreak of pests that falls within our warranty, we will revisit their property free of charge.
If the pest issue is outside the warranty coverage, a $49 call-out fee will apply.

Customer Education

• It is normal to see some insect activity after a treatment, especially within the first 1–2 weeks.
• Products take time to work. Pests that come into contact with the treated areas may take 1–2 days to die.
• We recommend allowing 4–6 weeks after treatment before considering a retreatment request, unless there is a severe or unusual issue.
• Weather, sanitation, and property conditions can all affect results. Communicate this clearly to customers.

Retreatment Request Procedure

1. Gather Information
   • Ask the customer for details: type of pest, location, when it was seen, and how often.
   • Ask whether the activity is inside the warranty period and covered under our terms.
   • Request photo evidence by email or text whenever possible.
2. Check Treatment Date
   • Confirm the original treatment date in ServiceM8 or CRM.
   • If it has been less than 4 weeks, explain that treatment may still be taking effect and that some activity is normal.
3. Assess Eligibility
   • If covered under warranty – schedule a free retreatment visit.
   • If not covered – advise of the $49 call-out fee and gain approval before booking.
4. Confirm Booking
   • Book the visit in ServiceM8 with “Retreatment” noted in job description.
   • Include customer notes, pest type, and any special instructions for the technician.
5. Follow-Up
   • After the retreatment, contact the customer within 7 days to ensure the issue has been resolved.

Customer Communication Template

For phone or email

“Thanks for letting us know about the pest activity you’ve seen. It’s quite common to notice some movement in the first couple of weeks after treatment as pests come into contact with the product. These pests will usually die within 1–2 days.
Our warranty covers you for [insert pest type & warranty length]. If the activity continues beyond 4–6 weeks, we can organise a free retreatment under warranty. Could you please send us a couple of photos so our technician knows exactly what to look for?”

Resources

• Warranty Brochure – Page One
• Warranty Brochure – Page Two
• Retreatments Report Sheet

Note: Always document retreatment requests and outcomes in the customer file.