2026 Pest Control Client Services Forum
From Panic to Confidence – Owning the Client Experience
Thursday, February 26, 2026
9:00am-4:00pm
Crowne Plaza Philadelphia/King of Prussia
260 Mall Blvd, King of Prussia, PA 19406
In today’s fast-paced service environment, client expectations are higher than ever. This forum is designed to help client service representatives, client service management and any client-facing, or client experience team members move from reactive problem-solving to confident, proactive client management.
What to Expect
This interactive forum will focus on practical application, real-world scenarios, and peer-driven insight, including:
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Panel discussion with real call analysis – Listen to experienced professionals break down actual client interactions, highlighting what works, what doesn’t, and why
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Direct instruction – Gain clear, actionable guidance on handling client communications with confidence and consistency
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Goal setting – Identify a personal, measurable objective you can implement immediately to improve client outcomes
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Sharing best practices – Learn proven strategies and processes from peers across the industry
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Open discussion and Q&A – Engage with panelists and attendees to address common challenges
Whether you are responsible for client services, operations, or leadership, this forum will provide actionable insights to strengthen client relationships and elevate your organization’s reputation.
Panelists to include:
Tamara Mooney – Cowley’s
Danielle Flowers – Viking Pest Control
James Haidacher – Anchor Pest
Alyssia Zimmaro – Aardvark Pest Control
Tentative Agenda
Welcome & Introductions
→ Agenda overview
→ Why customer service matters more in pest control than most industries
→ Customer Service Basics
Icebreaker: “What’s the most emotional pest call you’ve ever taken?”
Session 1: The Pest Control Customer Mindset
Objective: Understand fear-driven behavior and respond with confidence
Topics
- Why pest calls are emotional (health, safety, embarrassment)
- Residential vs. commercial mindset
- Panic vs. urgency vs. convenience calls
- Controlling the call without dismissing emotion
Key Takeaway: Emotion first, education second, solution last.
Session 2: Setting Expectations That Prevent Callbacks
Objective: Reduce repeat calls and escalations
Topics
- What pest control can/cannot guarantee
- Why customers still see pests after treatment
- Timeline expectations by pest:
o Rodents
o Ants & crawling insects
o Bed bugs
o Stinging insects
- Explaining exclusion vs. control vs. prevention
Group Activity
- “Expectation Killers” – identify phrases that cause future complaints
- Build a shared Expectation Language Playbook
Output: 3–5 approved expectation-setting statements reps can use immediately.
Session 3: Handling Complaints Without Creating Liability
Objective: Resolve issues while protecting the company
Topics
- Most common pest control complaints:
o “I’m still seeing bugs”
o “The traps didn’t work”
o “The tech didn’t do anything”
o “I didn’t approve this charge”
- Validation vs. admission of fault
- De-escalation techniques that work
- When to escalate—and when not to
Key Skill: Fix the emotion before fixing the issue.
Session 4: Aligning with Technicians & Operations
Objective: Reduce miscommunication and service breakdowns
Topics
- Reading and interpreting service notes
- Translating technician language for customers
- Missed appointments & route delays
- Closing the loop after service
- Preventing “he said / she said” situations
Guest Segment
- Technician or Ops leader explains:
o What techs wish CS understood
o What CS does that helps techs succeed
Exercise
- Take a real service note → turn it into a customer-ready explanation
Session 5: Retention, Saves & Win-Backs
Objective: Keep the right customers—and let go professionally when needed
Topics
- Identifying early cancellation signals
- Save language vs. pressure language
- When to offer concessions
- Handling “I’m calling around” objections
- Win-back timing and compliance awareness
Practice
- 2 save scenarios
- 1 win-back call scenario
Key Takeaway: Retention is about trust, not discounts.
Session 6: Compliance & Risk
Objective: Keep reps confident and compliant
Topics
- TCPA basics (calls, texts, consent)
- Service authorization & approvals
- Documentation best practices
- What NOT to say (liability traps)
- Commercial account documentation needs
Session 7: Critiquing Actual Call Scenarios
Objective: Learn from others – right, wrong, or indifferent
We look forward to an informative, INTERACTIVE discussion, meaningful networking, and sharing ideas that help transform client interactions from moments of panic into opportunities for confidence and loyalty.
Questions? Contact @Kendra L. Snyder.
Donations for Laurel House Domestic Violence Agency
The PA Women in Pest Management will be collecting donations at the PPMA Client Services Forum to provide to Laurel House, a local organization helping those surviving domestic violence. A full list of donation needs is listed below. For more information about Laurel House, visit www.laurel-house.org. Thank you for helping us help others!
