A pest-control owner calls customers on the anniversary of their last service to rebook them. Personal calls convert at 50-70%, worth roughly $150 per call in revenue. The habit keeps customers loyal and schedules full.
What's your process for booking in existing clients? What's your process on that for making sure that, you know, a job, yes, I think you said you saw a new client this morning or you got a new one later on today. What's the process in place for making sure that that client is then booked in again for another general pest next year? Do you have, I'm assuming you will have a process in place for that.
So basically what we do We, you know, give them our details and stuff like that. Plus what we are doing, like, you know, the first year clients within every month, for example, it's a March month. So when March is about to start, last week of February, me and John Paul will sit down and call all our March customers from last year. Personal calls saying, we came last year, we did this. How are you going? Do you want another service? Are you okay? So it's just kind of a personal messaging at this stage that we are using rather than, you know, just sending them marketing messages and stuff. We do that sometime, but we found that personal calls are much better.
I couldn't agree more. I couldn't agree more. And I mean, I don't know what your average transaction value is, your ATV is, but let's say it's around $250, $300, somewhere around there, you know, to pick up that phone. And I would say you've probably got a pretty high conversion rate on those customers. I would say a good number of them probably rebooking. In again. So let's say you're at 60 to 70%, I don't know, somewhere around there, 50 to 70%, somewhere in that range, I'm sure rebooking in again, you know, for the sake of, if you break that down of what that call's worth to you, let's say it's a $300 ATV and let's just say you're only getting 50%. That means every one of those phone calls is worth $150 to you. Do you know what I mean? Like it's a no-brainer to just like that, that we're talking about scalability-wise. That's a very good way to be scaling out a business where you can, and as you say, you just build that habit in once a month. And that's exactly how I used to do it with Des and Dag is what are my clients for next month that I'd serviced a year ago and just calling them all up and just saying, hey, it's that time of the month again, time for, or sorry, that time of the year again, time to refresh the pest control. I've got some time available next Tuesday. How does that sound? Because I know Nathan looks after my pest control and it's the same thing with him. I said, I don't want to know about it. Just, I know Stacey and the kids, if they see a spider they freak out. Oh, same time every year, just come out, send me a text and say, I'm just coming out on this day and we'll make sure it's available to you. And I think there's a lot of people in the same boat that just want that convenience because I think once you get a general pest and once you get pest control done, a lot of people try and do it themselves. But once you get it done once, you're like, I'm never doing it again myself because what you see in spiders and what you see in insects and all the rest of it compared to doing it yourself versus getting the professional in is chalk and cheese.
Oh, absolutely. And I mean, you know, our philosophy has always been helping people as well. So, you know, we've gone to places where a pensioner was there, I think a couple of weeks back, and she got quotes for German cockroaches for $750 to $950. And she called us and I said, look, I'll come have a look. And she was referred to us by someone. So we went in, had a look, very bad condition of the house. I mean, she's living by herself and I said, okay, what can you can you afford? You know, I'm gonna help you out. And she said, this is all I have. She had $165 and we said, that's fine. We did the service for her, told her what to do. Next week I went in, we did a service and she was so happy. And so she's given us 3 references. We got 3 jobs because, and those 3 jobs, I did not have to sell anything. They just said that, look, Stacy has said, I'm just booking you and you know, you helped her out and we want you. So, you know, it translates. If you do good, it comes back to you. That's been our philosophy, and it's worked well for us.
