- Category: Consultative Sales Process & Methodologies, Sales Enablement & Alignment Strategies
Creating a “Secret Sauce” for Customer Interactions
Capture the ingredients that were driving success with customers and make them second nature.
Pest Control Services
The client operates more than 50 pest control branch locations across the southern United States and is part of a larger portfolio of pest control companies. Their services range from a unique built-in, subscription-based pest control system to one-time treatment visits.
Leadership wanted to create a program that all customer-facing teams could follow, including new customer sales, branch-based customer service, and in-home technicians.
Challenges
- Increase recurring revenue (customer subscriptions)
- Improve customer retention
- Decrease frontline employee turnover
Solution: Sales Process Design
- Company-wide sales and service experience survey
- Customized consultative sales process
- Internal branding and messaging framework
- Activation of all learning sessions across the locations
Results
The branches is phase 1 of the program were compared to non-participating branches over a 12-week period.
56%
growth in recurring revenue packages
6%
increase in customer retention
16%
increase in employee retention
