Hilton Head Exterminators is the area’s first pest control provider and has grown since 1968 to be the largest pest control company in the region. That statistic is not an accident. It has taken a commitment to consistency from day one to achieve the leadership position.
One of the strengths of the team at Hilton Head Exterminators is the longevity of their staff. Longevity breeds consistency. That consistency has forged a hard-earned reputation that any business would aspire to emulate.
Consistency has a few synonyms that describe the customer service culture at Hilton Head Exterminators: Dependable, persistent, steady, and true.
Wes Long, Pest Control Department Supervisor (25 years with the company); Teo Lawyer, Pest Control Technician, (11 years); Les Frazer, Termite Department Supervisor (18 years), Jeff Smith, Sentricon Technician for the Termite Department (23 years)
Dependable
“Dependable” means a few things. Our techs depend on us to be there on time each day to provide support whenever they call. They get an early start, and so should we if we are to be there when needed. Their relationships with our customers depend in many ways on how well we back up our techs in the field. If we do our job, they are more likely to build new customer relationships. We might be “invisible” to the homeowners and businesses we protect, but our efforts in the office show up in the field in a number of ways both our techs and customers appreciate.
Persistent
Being persistent means demanding the best of ourselves as well as the rest of the team. I think a cousin of “persistent” is “insistent.” Our commitment has always been to be insistent on doing whatever it takes to make sure our customers are totally satisfied. A big part of that is being on time. Another important part is to respond to any problems in between service calls, as close to immediately as possible. The best measure of our persistent attitude is the addition of more and more customers. Persistence makes sure we continue to add new customers to maintain our position as the most trusted pest control provider in the Lowcountry.
Steady
Being steady fosters confidence. Being steady in the office setting means how we answer calls from customers to how we answer calls for help from the field. It also means accuracy. Our record-keeping and billing process must work together smoothly. The many ways we support our techs also requires a steadiness that comes from an understanding that all of us are only as successful as each of us. The best measure of our success in providing steady support is invisibility. When things are working as they should, no one should even know we are here, and that is the goal.
True
Being true requires honesty. When we are honest with our customers we earn their trust, and that trust builds long-lasting relationships. We have many long-term customers who are just like family to me. That kind of relationship does not happen overnight. Those relationships are built one true, honest day at a time. That might be the best part of my job. The comfort level that comes from earning the trust of customers is the payoff that comes from saying what we will do and doing what we say.
Brian DeChirico, general manager, sums up what he believes makes his team the best at what they do. “We don’t have any standard service packages. Every home or business has a uniqueness that requires a tailored program to be sure the best protection plan is established for that specific property,” he said. “We also take pride in the fact that we don’t have a ‘call center.’ When customers call us, they get a local voice – a neighbor who cares – and this local commitment means our response time is unequaled.”
Hilton Head Exterminators serves Hilton Head Island and the Lowcountry from offices on Hilton Head and in Bluffton. For more information, visit hiltonheadexterminators.com.
