I first found out about Mosquito Joe in 2014 from a friend. I had reached a point where I wanted to branch out and try something new in my career. When she called me up about Mosquito Joe, they had just sold a franchise in our area, so I became one of their first customers.
I was so amazed by how well the product worked, I bought a franchise within 30 days. That was in 2014, and I’ve been aggressively growing the business ever since.
Our product needs to be reapplied every three weeks as it naturally wears down from the heat and uv-rays. We have a high-volume business with a couple thousand customers that we treat every three weeks (600 a week, or 150 yards a day). We used to notify all these customers that our technicians were coming the day before with emails. But 80% of emails are never even opened, and customers would rarely know our technicians were coming.
I wanted to find a way to bridge that communication gap. So when I learned that 99% of text messages are opened within two minutes, I immediately wanted to try it out. I started off by buying individual iPhones for each of my technicians. At the end of the day, we would collect all the phones and one by one go through all the messages to give feedback on how the technicians were communicating with customers. Instantly, we learned that texting worked really well, but the way we were doing it wasn’t efficient at all. We needed a professional platform to manage all our messages from a desktop.
It took a while to find a solution that would do everything I wanted, which was something that could:
1) Send 150 individual text messages at one time to notify customers we were coming.
2) Give customers the ability to respond to those messages.
We essentially wanted to have a conversation, and not a copy and paste system customers couldn’t engage with. Text Request was the only platform that did everything we needed.
Within one year of using Text Request, our NPS customer service score shot up. Within 2 years, it went from 58 to 94. The number of positive reviews we had spiked, and they all started mentioning how amazing it was to be able to talk directly to us through text messaging. It’s not easy to directly advertise how much better you are at providing a quality service than your competitor. When we let customers text us directly, it proved to them that we were committed to figuring out how to best serve them on an individual basis, and they now advertise for us through word-of-mouth and reviews.
Most of our customers are at work when we treat their properties. Not being home, they tend to worry about whether the gate was closed, or if we treated behind the fence or under the deck, etc. Text Request allows the tech to tell the customer everything they did, from treating behind the fence or under the deck, to shutting the gates. When we leave, the customer has the peace of mind that the job was done right, and they did not have to be there. If they have questions, they can chat with the tech while they are still on the property.
One great feature of Text Request is our office staff can oversee this entire communication in real time. If they need to help, interject, or coach, they can do so in real time without the customer even knowing. We can see every single message and every single response, in real time. Everyone has their own line, which makes it easy to monitor each of our technicians individually. Our technicians and office staff also love being able to hold multiple conversations at once, instead of talking to customers one at a time on the phone.
Our success comes down to taking care of the customer—and we can’t properly do that if we’re not having a conversation with them and learning the specifics of what they need. People don’t like to complain, so it’s hard to tell when they’re 100% happy, but we’ve found that if we ask how the service is working over text, they’re more likely to give our technicians that final thing that can make our service 100% for them.
Text Request can help you fill the communication gap that’s preventing you from giving customers that final touch that makes them a customer for life. It’s the best platform for holding individual conversations with customers at a mass scale for home service businesses.