5 Star Customer Service
Purpose
Deliver a consistent, friendly, and professional experience from first greeting to job sign-off. We aim for 5-star reviews on every job through respect, clarity, safety, and tidy workmanship.
Customer Journey: Door to Door
| Stage | What Good Looks Like | Notes |
|---|---|---|
| Arrival | Park considerately; arrive on time; message ETA from app if late. | Use ServiceM8 “On the way” SMS when leaving previous job. |
| Greeting | Smile, eye contact, first name, present ID; confirm service & scope. | “Hi, I’m Alex from Pro Pest Control Brisbane. We’re here for your general pest treatment, correct?” |
| Walk-through | Ask about pest activity, pets, access, sensitive areas. | Note risks; protect child/pet zones. |
| Expectation set | Explain treatment areas, drying times, re-entry guidance, warranty, follow-up. | Confirm: “Any questions before we start?” |
| Work | Neat, methodical, label-compliant; protect surfaces. | Drop sheets/boot covers as needed. |
| Handover | Show what was done, any issues, prevention tips, next steps. | Provide after-care dos & don’ts. |
| Close | Confirm they’re happy, send summary/invoice, politely request a review. | Share review link via SMS/email template. |
Professional Standards & Dress
- Uniform clean & complete; name badge visible; PPE ready.
- Vehicle tidy, stocked, no chemical odours; carry spill kit.
- Zero smoking/vaping on client property; minimise noise and mess.
- Respect cultural preferences; ask before entering prayer/quiet rooms.
Scripts & Phrases
| Situation | Say This | Why |
|---|---|---|
| Greeting | “Thanks for having us today. Before we start, any areas you’re worried about?” | Invites specifics, shows care. |
| Pets/Children | “We’ll keep doors closed and let you know before treating inside so pets and kids stay safe.” | Safety first. |
| After-care | “You might see increased activity for a few days—that’s normal. Here’s what to do…” | Sets expectations, reduces callbacks. |
| Delay | “I’m running 10 minutes behind due to traffic. I’ve updated the ETA—thank you for your patience.” | Proactive, respectful. |
| Issue discovered | “I’ve found some moisture damage under the sink. I’ll document it and note a recommendation.” | Calm, factual, helpful. |
| Review | “If we earned 5 stars today, a quick review really helps. I’ll send the link now.” | Polite, confident ask. |
On-Site Etiquette
- Ask before moving furniture. Replace items you move.
- Protect benches/floors; wipe any overspray immediately.
- Keep doors/gates as found unless agreed.
- Leave work areas cleaner than you found them.
- Speak positively about colleagues and the company—never blame others on site.
Handling Concerns & Complaints
- Listen without interruption; take notes.
- Empathise: “I can see why that’s frustrating.”
- Explain what you can do now and what happens next.
- Act: fix on site if safe and within scope; otherwise escalate to Team Leader.
- Close the loop: confirm actions by SMS/email through ServiceM8 template.
Photos, Privacy & Pets
- Ask permission before taking interior photos; keep personal items out of frame where possible.
- Never photograph children. Blur or exclude identifying documents.
- Confirm pets are secured before opening gates/doors; check for aquariums (cover/turn off air pumps if label states).
After-Care & Review Request
- Explain re-entry times and drying period per product label.
- Share prevention tips (food hygiene, moisture, entry points).
- Confirm warranty windows and what to do if activity persists.
- Send summary/invoice and review link from ServiceM8 templates.
Quick Checklist
- On time • Polite greeting • Clear plan • Clean work • After-care explained • Review requested