Section: Cancellation Procedures

Subject: Cancellation Reasons

Approved by: Tony Massey

Effective Date: 18 February 2018

Last Reviewed Date: 18 February 2018

Policy Owner: 

Policy #

The following is a list of the reasons used most frequently by customers requesting cancellation and some suggested responses, which might be used to save the cancellation:

1. Dissatisfied with Service – Remember that “The Customer is Always Right” and regardless of how we feel about our service, the customer may not feel the same way. However, never let a customer cancel for what they feel is poor service. We have the ability to correct the situation and we will.
   • NEW ACCOUNT (less than 30 days) – “Our materials have not had a chance to work completely. I’ll send a technician out to provide an additional service at no charge.” Identify the specific problem. 
   • OLDER ACCOUNT (over 30 days) – “Some problems need extra attention. That is why Massey gives you unlimited service calls at no charge. I’ll notify your technician right away. He/she will return your call today.” Explain that trouble can happen very suddenly (roaches coming in on grocery packages, etc.) 
   • ADDITIONAL SUGGESTIONS
     • “We have a great service reputation, and we earned it by taking care of our customers. If you have a problem, we want to get it solved for you. When is the best time for us to come by?” 
     • GET 30 MORE DAYS (last resort) – “Please give us 30 days to satisfy you. If we don’t have satisfactory results in that time, regardless of how many trips our technician makes, there won’t be a charge for this 30 days of service.” 
     • Confidently assure the customer that there is not any pest problem that Massey Services cannot handle. 
2. DISSATISFIED WITH PERSONNEL
   • NEW TECHNICIAN – “Of course, he/she is different, but he/she has been thoroughly trained and will try very hard. We believe that in a short while you’ll like this technician just as much or more than our previous technician.” 
   • POOR WORK – When strong objections as to sloppiness, work or attitude is mentioned, send a Service Manager. Thank the customer for telling you. Our company is proud of our neat and professional image. 
   • CHANGE TECHNICIAN (last resort only) – Switch technician if necessary. Have the Service Manager or General Manager contact the account. 
3. DISSATISFIED WITH BILLING – Use a “You are right” attitude here very strongly. If they are right, we will be glad to correct the situation. Thank them for calling you. Be personally involved. Arrange to call the customer back after checking records.
   • Generate a computer printout of the customer’s account history.
   • Check for the customer’s signature on service tickets.
   • Look for “outside service” where no service was rendered on the inside.
   • Have the Service Manager take a copy of the signed service ticket where this information will convince the customer.
   • Last Resort – Write an allowance if necessary to save a worthwhile customer.
   • Follow through and BE SURE this problem is solved PERMANENTLY.
4. LOST TO COMPETITOR (Lower price)
   • FIND OUT WHY – Get the name of competitor and customer’s reason for change. If the customer is changing companies because he/she is unhappy with our service, the cancellation reason would be #1 or #2. 
   • SELL SERVICE OVER PRICE – Massey technicians are not just providing a spray service. Each technician carries special materials and tools besides spray equipment. Application methods are prescribed to achieve professional results. Massey technicians are thoroughly trained. 
   • ENFORCE AGREEMENT – If not expired, tell the customer we BOTH have a contractual obligation to fulfill. Try to enforce the contract, but be tactful. 
5. MOVED / SOLD / DECEASED
   (Corporate & Customer Care Team Members Only)
   Upon notification from USPS (NCOA) that a customer has a forwarding address
   • Reach out to the customer via phone and/or email to inquire as to their status at the address 
   • If the customer did not move or still owns the property
     • Update CRM mailing address and note the account 
     • Forward the returned mail piece to the customer – via email if possible 
   • If the customer moved
     • Thank the customer for allowing Massey Services to serve them. Obtain the moving/closing date on the home. 
     • If the forwarding address provided is within our service area, offer to set up an inspection for their new residence.
       To finalize the process for a customer who has moved
   • Enter a Cancel Request for each service being cancelled other than termite protection. 
   • Enter a detailed note in the Customer Account Note field.
   • Management Cancellation Phone Call/Contact is made to confirm the cancel per policy.
   • Cancel each program other than termite protection with the cancellation code moving/sold/deceased.
   • Refund any remaining credit balance due to the customer following the Credit created account. If there is an active termite program
   • Site transfer the TM program only to a new Service Pro account….
   • Enter “Current Homeowner” as both the account name and the site name on the newly
   • Enter a lead into the lead log
   • Marketing Code – Moving
   • Lead Type – Creative
   • Schedule date – Enter a date that allows reasonable time from the moving/closing date obtained from the previous owner. If none available, enter a date that allows for reasonable time for a new owner to occupy the home.
   • Type of Lead- Check all services the previous homeowner had with us
     • If they had TM protection, check Termite as the Primary Lead Type
     • Notes – Enter any pertinent information on the account in the notes section of the lead
       *Note – If, for any reason, the customer’s move does not take place and they wish to reactivate their account, enter a help desk ticket to merge the Termite Program back into the original account for renewal.
6. Financial (Cannot afford) – Explain that pest prevention is a necessity, not a luxury. Look at the specifics of the customer. How long have they been a customer? What is their service history? Determine if their situation is long term or temporary. Is there something we can do to help them through their current situation? Possibly provide a free service until they can resume? 
7. DELINQUENT BALANCE / BAD DEBT
   • Check records for accuracy, pay pattern, time on books. Don’t lose valuable longtime account(s), but make sure that they make regular attempts to pay. 
   • Get technician’s opinion on ability to pay.
   • Phone customer and explain collection policy.
   • Offer 5% discount for a year’s payment in advance.
8. PRICE INCREASE
   • “No type of service is delivered to a home as economically as Massey’s Pest Prevention Program”. “Our charge is considerably less than the charge for a
   • plumber, or an electrician, and our materials and labor are included in the price. In addition, we provide extra service without charge”. 
     “Prices on our materials, equipment, vehicles, gasoline, and other overhead expenses such as taxes and insurance have increased substantially over the last couple of years. We make every attempt to control costs, however, some increase in our operation costs are beyond our control.” 
9. CONTRACT COMPLETED (Service not needed – no trouble)
   • ADVANTAGES IF CONTINUED – We consider them a valued customer and will continue the service on a month-to-month basis without obligation of a contract. Some advantages are:
     • Unlimited extra service calls, as required. 
     • Rodent control especially needed in colder weather when rats and mice move into 
     • Refer to pests prevalent during this month and coming months. Pest prevention is 
     • Avoiding additional initial charges, price increases, re-infestations, and damage. 
     • We will render outside preventive work and continue efforts to keep problems 
     • Interest the customer in Massey incentive programs if such are available (free service for leads, prizes, etc.
   • DISADVANTAGES
     • If the customer cancels and re-infestation results, there will be the nuisance of a re-inspection, initial charge, and new contract, with possible price increase. 
     • If the customer chooses to do their own pest control, explain that the cost is ultimately higher because retail insecticides are sold at a lower concentration percentage for safety reasons, which limits effectiveness. Also, the potential for hazard is greater for an untrained person. Some materials are not available to the general public. 
     • It is not just a question of applying a material, more important is where, how and when. All Massey technicians are trained and study continually about this. This is especially true with today’s materials, such as baits. 
10. OUT OF BUSINESS
    • Move fast, contact customers, and collect balance due. Call the customer before the phone is disconnected. 
    • Send the salesperson to determine if the customer is in fact out of business. Check with the realtor or owner of the building. See the neighbors to locate a customer who has skipped. (Sell the new one). 
11. BURNED / TORN DOWN / DESTROYED – Check to see if the owner is opening at a new location or rebuilding. 
12. TEMPORARY DISCONTINUANCE – SEASONAL ACCOUNT
    • Cold weather – no trouble. It may be winter outside, but it is always summer in your home. 
    • If seasonal, with the customer going away, remind them that the roaches and pests are staying. Arrange for a neighbor to let us in.

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