Pest control companies lose customers between treatments not because the service was bad, but because nobody stayed in touch. The industry average retention rate hovers around 70-80%, which means a 500-customer book loses 100-150 customers every year -- $30,000 to $48,000 in recurring revenue walking out the door. The four main reasons customers leave are simple: they forget, nobody follows up, no relationship exists beyond the transaction, and a competitor shows up at the right moment. The five fixes are equally simple: send a follow-up after every treatment, schedule the next appointment before leaving the current one, send a reminder two weeks before the next treatment is due, collect feedback and act on it, and add one helpful touchpoint between treatments. Reducing churn from 25% to 15% on a 400-customer book recovers $16,000 in annual revenue -- from customers you already had.
A pest control routing and escalation guide: how to assign issues to office/dispatch vs manager vs owner vs tech, with rules and scripts that prevent problems from slipping.
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