Pest Control business guide
Phone script for new pest control inquiries
A good pest control phone script does four things in order: finds out what the pest is and where, sizes up the home, gives the first-visit and ongoing price together, and books a window before the call ends. The script below runs about three minutes, and a second version handles callers who only want a one-time spray.
A new caller with ants in the kitchen has already decided to pay someone. The only question is who. The companies that win that call aren't always the cheapest. They're the ones who answer, sound like they know the pest, name a clear price and offer a time before the caller hangs up and dials the next listing.
The script: a new general pest caller
YouThanks for calling Ridgeline Pest, this is Dana. What's going on?
CallerWe've got ants all over the kitchen counter. I've sprayed twice and they keep coming back.
YouThat's frustrating. Are they tiny and light brown, or bigger and black? And are they coming from one spot, like the window or the sink?
CallerTiny ones, mostly by the sink.
YouOkay. Store sprays tend to scatter those, which is why they keep popping up. What town are you in, and roughly how big is the house?
CallerOakdale, about 2,000 square feet.
YouWe're out there every week. For that size home, the first visit is $179. We treat inside and out and put bait where they're trailing. Then it's $109 every three months, and if they come back in between, we come back free.
CallerOkay, that sounds fine.
YouGreat. I have Thursday between 9 and 11, or Friday between 1 and 3. Which works better?
CallerThursday.
YouThursday, 9 to 11. Can I get your name, the address with the unit if there is one, and the best number to reach you? Any pets, a gate code or anything the tech should know?
The company name and prices are made up; swap in yours.
Why this order works
- "What's going on?" opens the door. Callers want to describe the problem. Let them, then narrow it down with two quick questions.
- One piece of expertise early. The line about store sprays scattering ants tells the caller you know this pest. It also explains why their fix failed without making them feel dumb.
- Area and size before price. You need both to quote, and asking for the town confirms you actually service them.
- Two prices, one breath. Naming the initial and the recurring price together prevents the "you never said it was monthly" call later. Setting that number is covered in pricing the initial service.
- Two windows, not "when works for you?" A choice between two times closes faster than an open question.
- Pets and access last. Once the job is booked, the caller is happy to give details. Asking about pets also sets up the safety conversation for the tech.
Version two: "I just want a one-time spray"
CallerI don't want a contract. Can you just come spray once?
YouSure, we do one-time services. That's $249, and it includes a free return within 30 days if they're still active. Most people with ants end up on the quarterly plan because they come back every spring, but there's no pressure. Want me to set up the one-time visit?
Don't fight the caller who says no contract. Give them the one-time price, which should be higher than the plan's first visit, and plant the idea of the plan for later. A good one-time job is how a lot of recurring customers start.
Questions to have ready before the phone rings
- "Is it safe for my dog?" Have honest, label-based wording ready. See how to answer pet and kid safety questions.
- "Do I have to be home?" For the first visit, usually yes, for interior access. For exterior quarterlies, often no.
- "Do you do bed bugs, termites, mice?" Know which ones you treat, which need an inspection first, and which you refer out.
- "How soon will they be gone?" Give a realistic range for the pest instead of promising same-day results.
The calls you never hear
This script only works if someone picks up. In busy season, a tech on a ladder or in a crawlspace can't answer, and a new caller with ants rarely leaves a message. The cost of those missed calls adds up fast, as worked through in what a missed call costs.
This week, write your version of the script on one page, with your real prices, and tape it next to whoever answers the phone. Then listen to yourself on the next five calls and cut anything you never actually say. Other phone and pricing guides for exterminators are on the pest control hub.
Questions owners ask
Should I ask for the caller's address before giving a price?
Get the city or zip first so you know they're in your area, then the price, then the full address when you book. Asking for the whole address before you've answered the price question feels like a sales trap to a lot of callers and makes them guard their answers.
What if the caller can't tell what the pest is?
Ask them to describe it: size, color, wings or not, where they see it and at what time of day. If they can send a photo to your email, that helps too. If it could be something that changes the job, like bed bugs or termites, book an inspection instead of a treatment.
Should the owner or the office take new pest control calls?
Whoever answers should know the prices, the service area and the schedule well enough to book on the spot. A caller who hears 'let me have someone call you back' will often call the next company on the list while they wait.
How do I handle callers who ask if we're cheaper than another company?
Don't argue about other companies. Say what your first visit and plan include, name the price, and mention the free reservice if you offer it. Price shoppers who hear a clear, confident answer often book anyway, and the ones who don't were unlikely to stay on a plan.
Is it okay to book a caller who says they're renting?
Yes, but ask whether the landlord or property manager is paying and whether they've approved the service. In multi-unit buildings, a single unit treatment may not solve roaches or bed bugs, so it's worth saying that and suggesting the manager call you too.