Time to Talk Mosquito

Expectations. Education. Cooperation. In conversations with pest management professionals (PMPs), these were cited as some of the biggest challenges to managing mosquitoes.

Without them, service can fail, technicians can grow frustrated and customers can become upset. A successful service requires more than excelling at the technical aspects of the job, PMPs say. It requires a commitment to communication.

CUSTOMER MISCONCEPTIONS. PMPs shared common customer misconceptions about mosquito control services and how they overcome them:

I only want service when it suits me. Successful mosquito control requires sticking to a service schedule; don’t assume this is something customers understand.

“We will get customers that don’t stay up on the treatments or skip or reschedule weeks since last treatment and wonder why it’s not working that well,” said Brent Young, owner, Brent’s Bugs, Stockbridge, Mich.

A typical mosquito service for Young includes inspection to identify mosquito breeding sites, larvicide application as needed and application of adulticide every 21 to 25 days. It’s also important to “go over expectations with the customer,” he said.

That includes stressing the importance of service consistency and not skipping a month because the customer doesn’t see mosquitoes.

“If you’re going to do mosquito, put together a program and stick to it. Don’t let your customers dictate how you do it,” said Glenn Fordham, owner, Olympic Pest & Termite Control, Hoschton, Ga. He offers a comprehensive mosquito management program mostly for residential accounts.

Likewise, make sure it’s a schedule your company can maintain or don’t offer mosquito service.

“If you can’t put it on a consistent schedule, I’d avoid it. Build a program around it, treating on a schedule and treating the right areas,” said Mike Rogers, president, Kathleen’s Lawn & Shrub Pest Control, Evans, Ga. His technicians apply adulticide with a mister blower monthly and larvicide as needed. Customers can add on mosquito traps or use them as a stand-alone program.

Being inconsistent with treatments causes a break in your control, he reminded. Re-services are costly and can damage your reputation.

I know as much about mosquitoes as you. This may or may not be true, depending on where your customer gets their information.

Regardless, it’s important to be a knowledgeable professional who can provide science-based guidance to reduce mosquito populations.

“Make sure your crew, both in the field and in the office, have an increasing working knowledge of mosquito biology and the options they have in fighting mosquito activity,” said Craig George, general manager and partner, Planet Pest Solutions, Kansas City, Mo.

“Prospects are always doing their research, and a certain level of expertise is expected at our professional level to recommend solutions that will be effective before a prospect will become a paying customer,” he said. Planet Pest Solutions offers monthly conventional mosquito treatments April through November.

Educating customers helps improve program effectiveness. Sharing your knowledge face-to-face or via email, text or blog elevates your company and the profession.

In Hawaii, for instance, many customers don’t know that windfall avocados laying on the ground can be the source of Asian tiger mosquito breeding. The fruit is eaten by foraging critters; the indentations left in the fruit hold just enough water for the mosquitoes to breed, said Steve Russo, branch manager, Sandwich Isle Pest Solutions, a Rentokil Terminix company in Honolulu. Explaining that helps customers understand why they need to clean up fallen fruit.

“It establishes you as a knowledgeable professional,” said Russo of sharing knowledge. That’s what you want to be, he reminded, not just the guy who shows up and sprays things.

“If you’re a knowledgeable professional, you show up and you give advice, and people listen your advice, and when they have another problem, they’re going to trust you to solve that problem too. Share your knowledge, and that will help build your business, whatever service you’re providing,” Russo said.

The service isn’t working because I still see mosquitoes. It can take time for your mosquito program to become effective at its highest level. That’s especially true if it uses mosquito traps that rely on mosquitoes spreading active ingredient to nearby breeding areas.

“It can take some weeks for the product to spread and get that transfer effect,” said Ben Gillenwaters, chief entomologist and training director, Hulett Environmental Services, West Palm Beach, Fla. Consumer demand for the traps helped mosquito control revenue increase at the company last year.

It’s essential to set proper expectations with the customer about when they should notice a reduction in the mosquito population. It’s also important to emphasize mosquito reduction not elimination, PMPs advised.

“We call it our mosquito reduction program, because that’s what it is. These are flying insects, and you can treat all of the breeding areas on that property but there’s always going to be populations outside of your property,” said Gillenwaters. It’s impossible to keep mosquitoes from entering the treated space.

Hulett customers who clearly understand what to expect from the service are happy with their mosquito management program, said Gillenwaters. “They end up being customers for a long time. If someone has the understanding that it is mosquito reduction, not mosquito elimination, those customers are very content.”

You’re going to take care of all my mosquito issues. Not really. Customers have a role to play, too, in effective mosquito management. Again, setting expectations is essential.

“It’s clear expectations of what you’re expecting a homeowner to do, and clear expectations as a service company what you’re going to do, and between the two of them, you’ll have great results. If not, somebody’s going to be unhappy,” said Rogers.

Effective mosquito management requires partnership. Both customers and company have roles to play. Technicians need to identify mosquito breeding sources and employ the best treatment for the property; customers need to help prevent and eliminate mosquito breeding sources.

This includes eliminating standing water in containers, fixing gutters, cleaning up leaf litter, and generally being aware of what mosquitoes need to breed so they can prevent those conditions.

PMPs say technicians do their part. They dump small containers of water. But they need the customer’s help to address structural issues and large items holding water, like pool covers.

Without partnership and cooperation, no one is happy. Customers will continue to have mosquito problems. So will the service provider.

“You’re going to be unhappy as a contractor,” spending more time to retreat properties and fix problems, said Rogers.

“It’s hard sometimes to get technicians and salespeople to understand that if you don’t set it up right, you’re just setting the company up for failure.”

THREE COMMUNICATION TIPS. Mosquito control service offers unique opportunities to build relationships with customers. PMPs shared how:

Use the service to get to know your customers. Mosquito service requires two-way communication to be effective. Take advantage of that opportunity to engage customers.

“Mosquito season is by far the favorite season for our techs,” said Young. “Every season we do very well with mosquito service. Most of the time, our customers request larger areas to service, and we generally get new customers while servicing neighbors. I think our techs like mosquito treatments because they spend more time with customers and get to know them,” he said.

Setting expectations, sharing your knowledge and partnering with customers on mosquito source reduction help build a relationship that benefits the business long term.

More communication is better. Customers rarely complain that you’re over-communicating, PMPs said.

And when big weather events cause service interruptions, they appreciate being in-the-know.

“You’ve got to be flexible and communicate. If you get behind because of storms and weather and stuff, pick up the phone, call them, text them. Say, ‘Hey, we’re running a little bit behind. We got you on the schedule and communicate huge on that,” said Rogers.

Customers don’t mind educational reminders. Encourage them to dump containers of standing water — like plant saucers — that make ideal breeding locations for mosquitoes. And explain why this is important.

Internal communication among employees is just as important. That’s why Bohannan Services graphs out a customer’s property during the initial inspection. The graph points out areas of concern for mosquito breeding, and this helps any technician who visits that account. “He has a good mental picture of what he’s been walking into,” said Craig Keller, COO, Bohannan Services.

Expect changes at each service visit, and explain. A lot can happen between service visits. Gutters get clogged. Pets get added to a family. The neighbor takes up beekeeping or installs a koi pond.

That’s why technicians at Bohannan Services always do a pre-walk of the property before starting any kind of treatment. “Things change from visit to visit so you’ve got to do that every time,” said Keller. Otherwise, mistakes can happen.

His technicians make sure dog bowls and toys for pets and children haven’t been left outside. They ask the customer to pull the car into the garage, if possible.

Not only does this ensure a safe and effective treatment, but it’s also an opportunity to educate customers what a professional service involves.