Professionalism for the Wildlife Control Operator

PROFESSIONALISM

…and How It Makes You MONEY!

If you live anywhere there are rich people, and you want to make good money at this or any service business, you MUST target these neighborhoods (and there are ways to find these areas, but that's marketing and not to be covered here).

• BECAUSE:

• if you are seen as a professional, rich people will make you good money!

• they want the problem solved NOW, and are willing to pay

• they are NOT d-i-y types• they are willing to pay well for good service• feeling that they can respect and trust you is vital [very

particular about the people they let into their houses]• even if you fail, you will still be in their good graces,

provided you did the work professionally

• they have lots of social & business contacts to whom they will freely refer you

The Ten Commandments of Professionalism

• I. Thou shalt always project a clean, business-oriented image.

• Two very important points to remember:– The Golden Rule of Business – You will be judged based on your appearance.

…which means your earning potential is based, in part, on your appearance

“Don’t come any closer!”

“I shall now proceed to catch your raccoons.”

MR. RIGHT

• Clean and business-oriented also refers to your paperwork, your truck, your storefront, etc… remember, ours is a very visual, image-oriented society, and everything that represents your company should show it in its best light. It also includes your knowledge of, and adherence to, all applicable laws.

• II. Thou shalt always communicate properly, clearly, and honestly, and in a timely manner.

• NEVER let any preprinted material (signs, letters, contracts, invoices, etc.) leave your possession with spelling or grammatical mistakes.

• (on a first-come, first-served basis, I will proofread the websites of attendees)

PEOPLE are WHOTHINGS are “that”

• refer to customer by title (Mr., Mrs., Ms., Dr.) and last name, NOT "Bud", "Dude", or first name (unless invited to do so)

• DO NOT use vulgarity or profanity (refer to excrement as urine or feces, or droppings)

• tell the customer what you are doing• announce your presence when in their house• it is impossible to be too knowledgeable about

your field; however, don’t bore your client and don’t make stuff up

• Make it easy for your customer to understand what you are doing or telling him, and he will be much more likely to deal with you.

• put the same logo on everything the public sees--truck, paperwork, uniforms, advertising

• use simple, standard English when writing for customers

• explain uncommon or technical terms (e.g., exclusion) or avoid them

• when you finish your presentation/diagnosis/consultation, ask "Do you have any questions?" (this may also protect you legally)

• …in a timely manner.

Find a way to keep the customer fully informed, whether it be printed service updates, personal conversation, e-mail, etc. Let him know you’re on the job and solving his problem!

(NOTE: keep copies of all correspondence with customer.)

• III. Thou shalt always maintain a high level of education in thy field, and recognize and support scientific investigation therein.

Educational resources

• WCT/NWCOA or other WCO seminars• trapping seminars, business

seminars/classes• npwma.com, nwcoa.info, wildlifepro.net,

etc.• podcasts• books & videos• WCT magazine, Trapper's Post, The

Trapper & Predator Caller, Fur/Field/Game

• THE IMPORTANCE OF SCIENCE:

• science helps us to understand how things work (physics, chemistry, your microwave oven) without bias or preconception

• an example of bad science:

• this new trap caught one raccoon in one night--it works every time!

good science:

100 Brand X traps were set at 100 locations in one night, and 62 raccoons were caught. So far, Brand X traps have a 62% success rate.

• IV. Rememberest thy limitations, in ability, skills and knowledge, and seek thee those who canst advise thee or help thee with a job that thou cannot do.

• Don't ever tell a potential customer that you can do something if you really can't

(this will come back to haunt you…)

• V. Seek ye not to enhance thy reputation by speaking ill of thy competitors.

• VI. Know ye this, that judgment shall come on thy driving habits.

• VII. Thou shalt not ever go back on thy word.

• Bragging/running off at the mouth will get you in big trouble

• VIII. Thou shalt always use good-quality tools and materials, and keepest them ready and well-maintained.

• Cheap tools and supplies are less reliable, less durable, break more often, often "look cheap”—customers will notice

• They will, over time and regular use, end up costing more than the quality stuff…and may cost you customers when they fail

• IX. Seek ye the use of Social Lubricants--words such as "Please," "I Thank thee," "Thou art welcome!," "Sir," and "Ma'am."

>>>Big point:<<<

• The five most important words in business etiquette are: Please, Thank you, and You're welcome.

inappropriate substitutes for “Please”

• "Go ahead and…"

• "I need you to…"

• "You need to…"

• "Can I get you to…"

• unacceptable substitutes for "You're welcome":

• "All right"

• "No problem"

• "You got it"

• "Uh-huh"

• X. Seek ye always thy customer's trust and good faith.

an example of a customer's good faith:

• Dave: "Mr. Jones, would you like us to also trim your trees away from the house, in order to protect your roof and help keep raccoons off your house?"

• Mr. Jones: "Well, your crew at ALL OUT Wildlife Control has done great work for me in the past. Yeah, do the trimming."

• XI. Thou shalt always show the utmost respect for both thine own safety and that of those around thee, and care for a customer's property.

AND THERE YOU HAVE IT.

live long and prosper.