Wondering Out Loud

Social media and pest control

Ever had a squirrel in your house?
 
Last week my wife called to tell me there were gnaw marks on a one of the windowsills in the living room. I suggest the 2 year old might be working on a molar, but that idea was scuttled when she told me the marks stretched for 2 feet and whatever did it had to be on the job for quite some time. That’s when I knew we had an unwanted visitor in the house. The only question was what type of visitor it was.

My bride – being a traditionalist at heart – went to the yellow pages looking for someone who could help eliminate the problem by whatever means necessary. She found Laughlin’s Pest Control and gave them a call. How the call unfolded is a textbook example of using social media tactics to build credibility and generate new business leads.
 
Raise your hands if you ask, answer, or even visit the discussion areas in LinkedIn. I’ll assume every hand is up. What you find there, is no different than what transpired on the phone between my wife and Laughlin’s Pest Control. She had a question and he took the time ask some questions of his own in an effort to answer hers. In the end he determined the varmint was a squirrel that was looking for a way out. His advice was to open the window and raise the screen to give the squirrel an exit. To entice the critter he suggested peanut butter – smooth, not crunchy – to lure the furry beast out of its hiding place (which I later found to be the smoke ledge in the fireplace). He also put the mother of my children at ease by telling her the squirrel would stay in hiding while people were around. A comforting thought when you have a 6, 4 and 2 year old in the house. The boys, 11 and 14, would have preferred taking it on in a head-to-head battle.

The people at Laughlin’s could have scheduled a service call ($150 for showing up), charged the hourly rate and gotten rid of Rocky themselves. But it would have been a short-term monetary gain at the expense of a potential long-term customer relationship.
 
In less than 15 minutes on the phone, our new friend at Laughlin’s had solved the problem and won a customer for life. I know who I’m calling if the moles return this summer.

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March 9, 2010 - Posted by | Public Relations, Social Media | , ,

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