I hope you’ve been enjoying my articles in Pest Management Professional magazine. This time I decided to write about a problem in the industry that no one talks about: inadequate writing skills and a lack of respect for written language. This industry plague results in poorly trained technicians, inadequate policy and procedure to guide a company, unhappy customers who don’t know what they are getting for their money and ultimately, lots of unnecessary lawsuits due to miscommunication.
When I first entered the industry with the purchase of Hearts Pest Management, I was working with the former owner on some very large contracts. We were doing very high-end rodent jobs well into the four figures. The former owner would come back to the office waving a winning bid for “Rat trapping and cleanout.” That’s it! Ok, fine and dandy… until the customer had a complaint that the job wasn’t done according to specs. I’d pull my hair out trying to figure out what was promised. Of course, the customer is always right. The only time they are not is when there is a clear written agreement to the contrary. We need to get serious about writing good contracts that create a sound working relationship between our companies and our customers.
Please review my article (oops, found a typo), entitled, “Um” Is Not A Word. Please come back and add your comments. I hope to get a bit more action in the comments than we have recieved. Don’t be bashful!