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Since Im treating this like a match I decided to do a little role playing and that I became the customer. I began with phone ability measuring with my other players. I rang each insect company on the shore and pretended to know nothing about pest control. I requested questions from what's a termite inspection and come I need to have one How much What chemicals do you use Why are they dangerous Do I have to leave the house I wanted to gage just how much knowledge the telephone staff knew about pest control.

Not many companies have invested in office personnel training. Another advantage coming my way! My Phone mannerisms and strategy will be more clear and concise and user friendly to the national home owner. In terms of the costs, they varied radically and all provided different warranties. As a client, I had been starting to get a bit frustrated in the differences in each company.

I made a strategic move in my own game and quoted my costs a little more than the other players. On this move it was a win for me. Vast majority of our customers chose to utilize us for the simple reason we were more expensive. They believed they were getting a much better service with a higher quality of work because they were paying more.

You must be able to justify why you are more expensive. .

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Laguna Pest Control pride themselves in providing one of the best services in the Noosa Area along with high standard quality workmanship. Most businesses would say Thats easy done. I can tell you its not. It doesnt matter how qualified you are, how do you treat your clients or how many awards you win, with no great marketing machine in action you are going nowhere.

One of the first business decisions I created besides having a business plan was to focus on our brand equity. How is our brand viewed by other people The value premium that our company will generate from our support together with our recognised name. Are our customers going to become loyal How satisfied will our customers be Our resource our base of consumers is going to be the most important, giving us the best to win in the market place and also the match Im playing.

For new business owners who do not know what brand equity is learn it! I set lots of my time into our brand and reputation and continue to do so. Brand equity will reduce your marketing costs over time. You will bring in new clients through awareness and reassurance. You'll have time to respond to competitive threats.

If your brand is visible it gains consideration. Your brand will reveal commitment. Brand equity gives advice reason to book through you and creates a positive attitude. .

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All games have rules. If you dont abide by the rules you're not going to win. Whether there are two players, or 20 players you still need to abide by the rules of this game. This is just like your pest control business. Think of systems exactly the same as principles.

You must abide by the systems you have in your work area. I'm a strict disciplinarian for having systems in place. You need to have a process that is employed as a delivery mechanism for providing the service to your clients. Familiarise yourself with a good business system and adhere with it. .

When playing a match, you have to be on top of your own game to continue winning. Just because you win once, doesnt mean you'll stay on the top. You need to continue to be effective in your game moves. Believe what you are recommending to your customers. Consider in the products you are using.

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If the clients see you love your job, it will win you additional points. This applies to both the office employees and technicians. When employing additional staff just keep in mind that everyone has their own unique personality and also a way of dealing with customers. Some customers require special attention. Train your staff how to handle the special clients.

I would prefer to say exclusive customer instead of a difficult client. I'll be honest in saying 99 percent of our difficult customers have turned into our very best customers because we implemented special attention. The majority of the time they are only difficult because there's been a communication problem or they dont understand that the treatment.

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A challenging customer can be avoided with a fantastic system in place. .

Thinking outside the sport is more than just a business clich. Laguna Pest Control has managed to construct a solid brand equity because of thinking outside the game. Know your sport. Know the rules and know how to play with it. Remember every match is different, every game needs to be played differently and has a different set of rules.