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What sets this podcast apart? We believe in the power of meaningful marketing—a holistic approach that prioritises authenticity, connection, and purpose, whilst still turning a profit.
Chantal Gerardy is an International Award Winning Marketing Strategist who empowers purpose-led businesses to revolutionise their online marketing approach and create a brand that resonates deeply with their online audience. If you're tired of cookie-cutter marketing advice, and seek strategies that truly make a difference, this podcast is for you.
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Let's do this. Hello and welcome to another episode of the Meaningful Marketing Podcast. I'm your host, Chantal Gerardy and today I've got a really special guest. I have asked her a few times to come, and eventually I got a yes. I have the amazing Rachel Gascoine with us today from Less Pest, More Control, her and her hubby, Ryan Smith.
Um, run and manage less pest, more control On the Gold Coast. They're a Gold Coast pest control company. I hope I didn't butcher that. And, um, and also a, a, a client and a, a very good friend of mine as well. And, um, I'm so excited to have her here today to talk about, um, location-based marketing, to talk about customer service, uh, and to talk about, uh, you know, what it takes to actually run a, a business as a, as a.
Husband and wife team. So thank you Rachel, so much for joining us.
Thank you so much for having me. I'm glad I finally made it.
Now we've got a funny story, um, which we'll start with about how we actually met. Um, so it was a networking group. Uh, it was a mom empowered moms Yes. With Melissa Groom. Uh, and at that point I was a, I actually I think owned health, wellness and fitness gyms and was only just transitioning into marketing where.
I was a Facebook strategist. Yeah. Um, and, and tell our audience, um, what you were doing and what, what progressed from there.
Yes. Well, I'm surprised I was there because I actually have no children, but it was actually good to go along. It was all inclusive and, uh, I got invited along by another friend and who had her business and when we were there going around, Chantelle was there and, uh, she was talking about her business.
And it's just one of those things that you keep in the back of your mind and I had no idea we would be starting the next year, our business. And, um, when the time came I just was like, I know who to call. And then the rest is history.
So tell us, how did you, I mean, how did that all come about? Right, so, um, obviously Ryan was in pest control, um, and how did it come about where you just like woke up one day and decided this is it, you know, talk us through the process of how that actually happened.
I think for a lot of people it's either the stars align or you sort of fall into something along the way and, uh, you know, I certainly didn't have any intention. Expectations of starting our own business. Uh, I was working and managing a self storage unit going between two of them actually. Um, but one of them got flooded out in the 2017 floods, and then there was no work for me, so I was sort of out of a job.
And at that stage, Ryan had worked for Medium, uh, to large pest control companies on the Gold Coast and, um. Kept sort of, I guess the underlying current was the management when we got down to it and everything. It wasn't that he was not, um, happy doing pest control. It was more how the management was taking place within those businesses.
And it was a common thread that management between technicians and uh, staff and everything was not sort of quite gelling. And so I thought, well, I'm out of a job. He's not happy. Why don't we give it a go?
Why don't we start a business? That's it. They'll give us so much more time.
Yeah.
That's
it. That, that's surely not to create any problems.
No, no. Don't see anything here.
So then what prompted you then to reach out to, to me, and there's a reason this is not a self-promotion thing. This is actually like a segue into what we are gonna be talking about.
Yeah, a hundred percent. So I think it was that thing we literally started with zero clients, uh, zero funding, all that sort of thing.
Um. So it was pretty much a case of how, how are we gonna get this going? How do we start? And I know obviously everyone knows a website, but you had, I'd remembered that you'd spoken on the importance of, um, marketing and meaningful marketing in the way of how are you connecting with your customers Facebook, obviously.
And, and I sort of felt that that would be where our customers would come from. So I knew that you were who I needed to call to try and get us the right foundation from the start because a lot of people. Yeah, sort of wing it a bit and everything. So I just knew that to try and get the foundation right from the beginning, we needed to make contact with you and how best we could promote our business on the Gold Coast.
Yeah. So what was some of the, um, strategies in that? Um, because for example, we talk about connection, we talk about, um, community marketing. We talk about, you know, increased visibility online. Firstly, I'm just gonna say kudos to you guys, because a lot of business owners go into business and they don't wanna invest in themselves.
They're like, oh, I don't have any money to invest in myself, but I'll just run a business, but I want more clients, but I'm not getting clients better and I'm not making money, but I'm not gonna invest in myself. And I'm like, and it's, it's like you actually have to, because also you're just gonna be poorer for a lot, lot longer time.
Yeah.
Um, so just talk to, uh, talk to our audience a little bit about what some of that setup may have looked like. Getting started with the marketing initially in the beginning, you know, to get clients, like what does a business have to actually consider and do
well? Uh, obviously you need a website. You need to actually, uh, have your Facebook page set up.
If it's Instagram. LinkedIn, wherever your business might be, because they're not all tailored the same. So what works for one will not work for another. And even then you've gotta tweak it. So we knew that that would be the case, but we also needed to have a way that they were coming from the website through to us and everything.
And how were they reaching out and how were they connecting and, and that. Was important and we've still tweaking it to this day. Yeah. You know, as, as technology improves and other options become available, you must always be looking at how am I gonna make that process smoother for the customer and easier to, to convert them.
Uh, so that's, I guess, something that I've tried to embrace and, and take on and, and try and get right to the best of our ability.
Yeah. Yeah. I think some people, even when they think that they have invested in their marketing and they have invested in their setup. They think that it's like set and forget and it's not set and forget ever.
It's like an ongoing process of having to manage your marketing Yeah. And continue to have a look at what you are doing and how you can improve. Because like you said, customer journey, um, changes. Um, and for us, it's been around, we, we were talking about seven or eight years now. Um, that's how long we've actually been working together for.
Yeah.
Um, so let's just go and talk about how it's not easy for you guys. There are heaps of pest control businesses on the Gold Coast. So what do you think are some of the standouts for you guys? 'cause I always say marketing's not about what you do, that's the same as everyone else. It's what you do that's different.
So what is some of the points or differences that you are aware of, uh, when it comes to your business?
Uh, I think the biggest one is just the consistency that we offer in the customer. Feeling supported through the whole journey and that. Is a combination of the human aspect of it, uh, although we all wanna sort of try and lessen that, that.
Component, but you have to have some of that blending with the actual automations and the software that you are using, uh, and how they're actually, you know, coming to you and how you're actually going to provide that service for them. And one of the big things I do is try to listen, listen to them, look at your reviews, what are they saying in the reviews, um, whether they're telling you on the phone.
Uh, and, and always keep trying to do more of that. Don't just rest on your laurels because. You somehow reached it, you know, that point. It, it's like you never do. You've gotta constantly keep maintaining that. Um, and, and having that reassurance that that is what the customer is looking for. Um, and on the Gold Coast, as you say, pest control is a dime does.
And what makes you stand out? And a lot of the time our customers are having the journey. Before they've even reached out via phone or email. And it's important to understand how they're searching, what are they looking for? What is it about your, uh, website or whatever that they're relating to that they felt that they wanted to pick up the phone and and call.
So I am listening always to that as well.
Yeah, I love that. 'cause I always talk about the ASK principle and it's about, you know, which is very similar to listening and that is really paying attention. To your audience, so don't just talk at them, uh, but take the time to actually listen. So, because that's where you learn, right?
Um, so you've got a funny story, funny, great story, which you talk, which you spoke to me about the other day. I think I was riding my bicycle and had you on speakerphone, and you're like, guess what happened?
Yeah, I know. And, and it is, it's, it is, um, you know, often admin does get, you know, a good rap or a mention every now and then and everything, but um, I think it's one of those things that.
You know, especially me because I do work by myself. I work from home and, uh, and, and you're not actually necessarily out in the field with the customers and everything. And so Ryan happened to be at a customer's home and you don't also know what your customers do for a, for a job. And that, and, uh, he was at, uh, one of the homes and though he was telling the story to Ryan that he was in a board meeting with the CEO, it was like a hundred people in, in the business or whatever.
And he was in the meeting with the CEO and only. Fewer, um, important people outta the business. Were in that boardroom meeting and the CEO was talking about how we needed to be more like this local company in how we are dealing with the customer, how we are providing the service, and uh, um, and the company's name's.
Less pest, more control.
I love it. Ryan's like, no way. And he is going, Rachel's gonna flip when she hears this. And, uh, and he goes, but then the, the going on just. He goes, oh. And then a few other people in the boardroom were like, oh, I used them.
Yeah, I used them as well. And it was like so funny that a number of them within the boardroom didn't realize that they all used us as well, but they, it was, it was, um.
I don't know. Very humbling. I get humbled and, and it means a lot when, when you know that the customers are actually relating to and valuing that efficiency and that, um, I guess initiative in what they're doing from the moment they're calling to book. They've got the service. The service has been provided, the punctuality, the, even if the guys are gonna be late, which they rarely are, it's always early, more than late.
Uh, and it is that thing of letting the customer know that they are on their way. And, uh, after like the follow up, don't worry, you're gonna be reminded next year or whatever. So it's, the customer feels supported. So it's nice that everything that you set up. Within your business is actually getting acknowledged and, and the customers are liking it.
So yeah, it was quite funny and pretty cool.
So tell everyone how many reviews you've actually got online because you become a bit of a review Nazi. Yeah. Um, yeah, because obviously I always encourage businesses to go out and get reviews and Rachel has taken. Quite a role in like making sure that that happens.
I'm super proud of her.
Yeah. Subliminal messaging all the way. All the way. And it's, it's not necessarily through me asking, it's uh, it's where I've put it yet again in the customer journey. So, um, it, it comes up in there after the service. So once we've completed a job, they'll get it, uh, in the link, um, for the follow up and then they get it on the invoice.
Uh, I think they. Get it a couple of days later. It is that, that type of thing that you, you put it, I think it's on the invoice as well. So when they go to pay, there's an option there. Uh, in some of the emails that I've got templated that I need to send out to customers, it'll be in there as well. So, because not everybody has the time to leave a review at a particular time, so sometimes it's nice to have it in various locations.
Um, and we pride ourselves on the fact that we've, we've not. Um, we've not paid, if you know what I mean. Yeah. To get reviews. We've not cheapened our service. Yeah. We've not said, oh, we'll give you a discount if you leave us a review. We're very proud of that. Um, that we, we have basically, yeah. Customers genuinely feel that we've done a good enough job that they are willing to take the time to leave us a review.
So in eight years, we are eight, believe it. Eight years. Eight years. Um, eight. Reviews off of 408
reviews off of 400. So if you've used less pest ball control, he's go leave them a review.
Yeah, that's right. See, here's another opportunity. Exactly. So just go and leave us a review and we are, yeah, eight away from 400, which is pretty cool.
And um, out of those nearly 400 reviews, our lowest one was 4.9. That was from somebody that loved our service. They just didn't realize leaving a five know that's taboo,
just don't do that. You
know? So, you know. Yeah. So it was, it's pretty cool. So we are, we are very, very happy with that.
Yeah. Awesome. Um, and I think, I think, um, you know, retaining those relationships with those customers is important because a lot of people are constantly looking for new customers, but they're not looking after the ones that they currently have.
So, um, there's a couple of strategies here that, you know, that you've u that you use and like we've discussed and worked on, and a lot of that is got, uh, one of those is having a competition. Yes. So, um, Rachel was very adamant. This was all her, actually not me. She was like, oh yeah, I like the idea of a competition, Chantelle, but I don't wanna do a competition as a lead generation tool.
I wanna do a competition as a customer retention tool. And I was like, you gem Rachel.
Well, I think it's that thing like at school I always used to get really annoyed when the naughty kids would get the reward, you know? Yeah. They, they, it would always, somehow, everybody else would get the, the punishment, if you know what I mean?
And it is like, it's like, come on man, we're all doing the right thing. So, um, for me, I very much felt that it was like, reward the customers that have been supporting you. That without them you wouldn't be where you are and you wouldn't be. Yeah. You know, um, obviously. Being able to live the life that you do and everything.
So I sort of, um, am very adamant that, you know, to look after them in that way. So we run, uh, a competition. So the next one coming up will be Valentine's Day. And like you said, it's what we call an in-house competition that basically is a bit of fun for them as well. And, and they get an opportunity to, to win something either for their wife or for themselves or whoever it is.
Father's Day. So yeah, we enjoy that. And
you're supporting local too? Yes. Because you're going out to local businesses and getting a, I do a, a combination voucher from them,
so that's exactly, I'm very big on that too. Like I said, being a part of the community and supporting other, uh, small business or medium businesses in the community and, and exposing them as well, you know, giving them a bit of exposure to our customer list and everything.
And um, yeah, just trying to sort of encourage that as well, that the customers also know where else to go, which is lovely.
Awesome. So talking about community marketing, um. Let's talk about the fact that you don't do any paid advertising. So you have in the past done it, but you found that it wasn't as fruitful as doing the organic strategies, which Yeah.
Which we've implemented, um, and you haven't found it beneficial enough to continue with them. So that's Google ads and Facebook ads. Mm-hmm. So that you are, you are just doing organic marketing. So talk to us a little bit about community marketing, which is organic marketing.
Yes. So, um, I think it was one of those things.
I think everybody dabbles in it and, and it, you know, has a go at it. Um, and for us. Uh, we just didn't feel that it aligned with what we were wanting to do and how we were operating and, um, the customers. Yeah. So we just sort of felt that we were better off organically in Facebook community pages. Um, and, and just I guess being out and about and going to community events and just sort of being.
Been seen that way and everything and, and even the cars, you know, when you go somewhere and everything, people will often come up and have a chat to you and everything, which is lovely. And we've just sort of chosen to focus more on being part of the community and interacting with what's going on. Maybe there's a topic of conversation within the community and, and just having a chat and talking in there and, uh, um, people are just, yeah, they, that's where our customers are and, and.
And they, they feel that they can approach us or they've seen us before. And it's interesting that too, that we've had people that have screenshotted and, and waited until they were ready and then have, have made contact. So it was like ages ago, which is really cool to learn as well, that you know how they're, they're doing it, they don't always need you right Now that it's, it's been interactive and being seen, um, in those areas where the, where our customers tend to be, that we find they're the ones that are aligning with us and they're our ideal customer.
Well, you cut through and you end up being forefront of mind, which is really cool. Yeah.
Yeah.
So what drives me incredibly nuts is when business owners come to me and they say that they're constantly looking for new leads and they're needing new clients. Um, but then they say they don't have time to engage in community groups or continue conversations with their ideal customer online.
And I'm like. You don't deserve those customers, then
that's
it. No customers
for you. No customers for you. You don't deserve them. If you've got no time to actually yeah. You know, continue those conversations and really care about them online, you don't deserve them. Yeah. And if you've got no time to do it, you've probably got no time for new customers.
Right?
That's right. And, and you know, a big one on that is what you said, it's actually harder to get a new customer in than it is to retain the ones you've got. So. You know, you really need to nurture and look after the customers you already have because, um, yeah, it's a lot harder to get a new one in.
And, and, you know, it's not that thing of just tick and forget or, oh, well they're in now, they're just gonna stay. And, and that's yet again, partic particularly with, you know, pest control on the Gold Coast. You know, we, yet again, we, they can go to anyone. They don't have to go to you. So always appreciate the fact that they are giving you the business.
Yeah. Um, and, and. You know, trying to actually keep, like you said, that support and that conversation going with them and, and where they do feel part of your. Your business. And they do feel supported. And I think as long as they, they feel that they're not gonna go anywhere else. You know, people are creatures of habit.
You know, whether they sit in the same place when they go to a, you know, a seminar or they, you know, they go to a place and they order the same meal, which is me
and me.
I know what I like and I know I'm not gonna be disappointed. And that's, that's customers, you know, you know. So if you are always offering something that you know, they know they're always gonna get, then they're not gonna want.
To, to go anywhere else. Why would anyone have to wanna go through the whole rigmarole of trying to Yeah. Start again? You know? So as long as you are consistently offering something that they're happy with, then yeah. They're gonna, they're gonna stay. And, and that's what you want. You are wanting to grow through the customers you have, and obviously they're gonna recommend you hopefully to their friends.
Yeah. So I think to, you know, to stay forefront of mind, obviously that social media marketing's really important, that community involvement's really important. Um, but growing your email listers as well, so making sure that you're getting an email address from them so that when they are ready to actually use your service, your forefront of mind.
And how that happens is through obviously sending out regular newsletters. They're not spammy ones, they're just communicative emails that go out just to let them know that it's coming to the end of the year or perhaps there's a cockroach problem that's happening right now. You know? Um, and what they can do about it so that they stay, that you stay forefront of mind, but also not just for the new customers so that they start to work with you, but also also for the customers that have been working with you up until this point.
And the way to do that is obviously, uh, well, a short way to do that is to set up automations. So setting up automations in your business, for example, like a reminder that when their one year pest control treatment's coming up means that Rachel doesn't have to now get on the phone and do that. So let's talk about it.
I know one of the things that you said to me and um, I still remember the one day, it was like I said, oh, Rachel, let's go for, you know, go for a wine or something. And Rachel was like, no, I've gotta get on the call on the phone. I've gotta call all these customers. And I was like, Rachel, you know that we can automate that.
Like we can actually set up those reminders and we could put a CRM in place. So. Talk to us a little bit about, you know, that. Customer retention and how you've automated some of that so that you don't have to sit on the phone so much.
Yeah, so, um, I think, you know, when we were going back to when we first started, you know, we literally just started on, uh, was it Google Calendar and, and everything, and just started that way.
And then obviously as it started to get more customers and trying to work out when to call everyone, it was, um, getting a little bit harder also for me. Visually. So I started looking into a software, um, company that would be able to support that and, and make it easier. And I looked at a few of them and, and I picked one that was easy for me that I would, um, visually understand 'cause that's the way I work.
So it was much better for me and, um, started implementing through them. And they too are a company that are always. Evolving and changing with the time and always at the improving, they don't stop. And that was really important as well. And so, um, from there we were able to automate, like you said, um, the call, like the, the reminders and everything.
Because one of the things, uh, I did not like doing was picking up the phone and calling people when they were due. And you know, you, you never know when you're catching someone. Yeah. And they're like, who are you? Where are you from? Yeah. And it's, it's. It's awkward. And so for me, yet again, what I say to people is like, look at what's not quite right or what's could be tweaked better.
And so, you know, with Chantelle I was able to talk about the automations and how to best implement them and everything and put them into play where they would get the reminders without me having to do it. So they, you know, were getting email reminders and SMS reminders, uh, before they would. Coming up due and I made it so that I don't have to call them and everything, and so that, that works unless they want me to call them and they've given permission for that.
So yeah, you know, now they're expecting that you're gonna call. So it's, it's easier and, and yeah, it just works better. And there's always customers that don't wanna talk to you either. You know, there's, it's funny you get different customers as well. There's some even new ones. And, and, and the ones that we've had for years, there's some that are just email.
All email, you know? Yeah. And that's the only way you, you know, and sometimes I go to the mall with Ryan or whatever, and he'll start talking to someone and he'll introduce me and it's like, oh, that's who it is. You know, I, I haven't even spoken to them on the phone. So, yeah, you've gotta go with what the customer wants to, as to how they wanna interact with you.
So let me just say this, Rachel wasn't a sales person or a customer service person. These are skills that she's developed, so. In her business, she's decided that, you know, this is the business they wanna run. So these are the skills that she's gonna need in order to be able to run an efficient business.
So I just wanted to bring that to the forefront because I think it's important for business owners to note that if you choose to be a business owner. You also have to choose to upskill and you've gotta choose to get uncomfortable and you've gotta choose to do the things that you don't want to do.
Yeah, I've been here on a podcast,
so stepping back into, it's good because I can't let this one go. But stepping back into, uh, you know, not being on the phones as much anymore, this has allowed us to have more wine time.
It has, and I think that was the real incentive. Behind, you know, the whole pod, you know, so the whole automation thing, you're exactly right.
Yeah. It inspired me, it pushed me. And that we've now got a lot more time.
A lot more time. A lot more
time.
So if you haven't already, I, I will tell our listeners this. You can go to the ju personal, uh, profile on Instagram and you'll be able to see reels of myself and Rachel where I'm, I often pop into her house.
Have a wine or two or three, uh, and we find a reel, like a trending reel, and we'll. Make, well not make fun of it, but it definitely is fun.
Yeah, a hundred percent. And I, I'm always the one that's like, no, I dunno about this. Reluctant. Reluctant. But I'm secretly keen for it. So, you know, just between you and me, I'm very keen for it.
So, yeah. So there's s fun,
there's a really good reel there actually, where I did the, um, the reel, like we did the trending reel. We made fun of it, and I think it got like 500 views. Obviously that'll change now 'cause you're all gonna go watch it. Um, where she's jumping on my back. So have a look at that one.
Um, but then I did the behind the scenes of us like. Arguing and negotiating of how we're actually gonna do this reel. And that one actually got more, more hits. Oh, did it? Oh my god. That ones got almost double hits. So go and have a look at it.
That's so funny. Yeah. Yeah. The behind the scenes, and that's the same with the business, you know, people just see things flowing effortlessly, but you know, there's a whole lot of.
You know, paddling underneath that's going on to get it all right. And, uh, yeah, no, we do enjoy our wine time and definitely those automations have given us that.
Thank you automations. Yeah. Um, I will bring up something else as well because a lot of people, you know, talk about this laptop lifestyle and you know how easy it is and.
Um, but it does take automation. It does take systems. It does take processes in order to be able to do that. Um, and I, I, it, you know, it's, it's quite funny 'cause I might go to Rachel's at three o'clock for a wine, right? Which is the laptop lifestyle. We get to do that. However, it might get to four o'clock.
We've had a glass of wine and both of us walk will walk to different directions of her house. I'll go to do quickly, do, uh, you know. Quickly do a sales call or quickly go and, um, quickly make high level decisions with a team member quickly, Rachel, go quickly just confirm or move a client because maybe there's rain and she's gotta move a client and then we come back in again and we just carry on and we're like,
yeah.
And, and it's completely like normal for us to do that.
Yeah.
But whilst we're talking about, you know, the normality of laptop lifestyle, one of the other keen things is, is you being able to travel and get away from your business. Yes. Because. I remember when Rachel was first traveling and going away to Bali, which is one of her favorite places to go to.
And um, there was this whole issue around. Getting on the phones, like not being able to book customers in, or her not being on the phones and, you know, how's she gonna manage that while she's away and still be able to enjoy her time while she's away with her husband? So, talk about some of that.
Yeah. So, um, that, that yet again was a bit of trial and error as well as, as to how that was going to work and, um.
We've got it tweaked now, Ben, who also works, um, with us and everything. Uh, who's Ryan's best mate? Um, he, he takes the phone and so he has the phone while we are away and I make sure that I leave a message on there that the customers understand that he's working in the field as well, but he will get back to them.
So leave a text, uh, if easier or just a voice message. Um, and, and he'll get back to you and. The same on my emails. I have the automated out of office thing, but I'll still let them know that I am still able to book them in because as I said before, some people just like to the email, they won't call. So I still can take care of the emails and that, and that's easy.
Like you said, that's a laptop. You know, so still a laptop lifestyle. So yes. Recently I was in Bali and, uh, we were on a conference over there for pest control and, um, yeah, there's me sitting up in bed and just, you know, booking people in and everything and off you go to the beach. So, yeah, it was, it's, it's really awesome just tweaking it and getting it right, but yet again, you gotta listen and you gotta look at.
What you can implement at, we're, at the end of the day, we are only human. Mm. And we all are still gonna hit glitches. But you gotta work out how, how can I iron this through? How can I problem solve this? Or what are some options out there that I can maybe do to, to make it easier, you know, and everything.
And, um. That's one of the ones we've done. And then when I got the software as well that I was using, uh, I was in Xero, you know, so all the invoicing was going from there, even though this, uh, software could do invoicing and it was a big trust thing and control thing to actually start going oof, you know, hopefully this doesn't fudge up too badly.
And, you know, going in there and now having everything more automated, even more so, so everything is talking and it's in there in the one place. The latest one we've done is, um, the link for, uh, cus customer contact. So that's now smoother. So we had a, a form on the, um, website, but it was like a manual one.
Yeah. And whereas now the actual software provider has got it. So it actually comes straight in as a, an inbound lead straight into the software. So from the website. So it's all those little things that you can do to, to tweak it, which yet again, if I'm overseas and everything, it. Automates it and makes it a lot more easier if it's in the one area.
Yeah. They say that you are the, some of the people that you hang around with. And, um, so Rachel and I have continued to stay friends and clients now over the last seven to eight years. I think it's been about seven years. Um, which has been amazing. And we still continue to have conversations where we are talking about like, what's going on in your business, what's going on in your business?
And, and we talk about the dickhead, right? We do talk about the dickhead because the reality is, is that. Uh, not everyone's your client. And um, and sometimes you've got problem clients and sometimes you've got issues inside your business that you gotta address. Sometimes what was working is not working anymore.
Um, and it is nice to be able to, even with myself, be able to jump on and just have a conversation even though our businesses are not the same at all. Still able to, you know, be able to support each other with that. So if you don't have a, a business buddy in, uh, you know, in your business, I do highly recommend you get a like-minded business buddy who you can, uh, pass things through.
But let's just talk about, you know, handling those objections and handling. Those, um, I call them dear kids. I mean, you know, we're trying to be polite here, but, um, at the end of the day, you're always gonna get difficult people, people are not gonna be your, your people. Um, but just maybe give us some examples or maybe just talk about how you like, deal with some of that.
So, like you're saying, not, not every customer is for you. Um, some, some things are genuine. What I call validating ones that you will address and everything others are not. Um, and, you know, within our business, uh, it it's that thing that you have to be a little bit like a parent. You have to have boundaries.
You have to have a little bit of a firmer voice at times and, and set realistic expectations. And a lot of that comes from before. And the aftercare advice, particularly with us, with pest control, um, and, and the expectations and how those things are gonna evolve and, um. Making sure that the customer has everything outlined in writing.
As my dad always used to say, if it's not in writing, it didn't happen. Yeah. You know, so you must always make sure that you have. Everything explained, and that comes down to the communication side of it as well. To the best of your ability, try and explain everything. So the customer has realistic expectations, but every now and then, yeah, you know, you're gonna get somebody, um, that's gonna be a little bit more difficult with that and, and.
Most times we are very accommodating. And, and, and we will go and, and, you know, take care of it and everything. But, um, there are times when yeah, it's not the right fit. And so you do have to just sort of say, uh, I'm, I'm sorry you feel that way. However, this is our, yeah, this is what we provide. This, we've done everything that we can and, you know, maybe finding another provider is better and we wish you luck with that.
So, um. Very rarely do we have that. But there are times when we just go, even on the phone, if we get a new person coming in, you know, a new customer when, you know, I'll talk to sometimes people for 20 minutes, you know? Mm. Um, as you know, I can talk underwater. I'm a country girl at heart and, um, I love having conversations with my customers and, and I'm more than happy to be on the phone.
Um, but there are ones where, where I literally say, you've picked the wrong state to live in. If you're scared of, you know, pe certain pests and things like that, you know, you gotta have a real, so I joke and I'm cheeky, but you know, you're still setting that realistic thing of like, you know, you can't help that, you know?
Yeah. And it's, it's trying to let them know that. That, that's sort of not, maybe you are not gonna be the right fit or, you know, I had one that was absolutely in a panic, you know, and I just honestly said to her, you know, you might need hypnosis instead. You know, because mm-hmm. It, it was a genuine phobia
fear.
Yeah.
And, and fear, you know, which is a Okay. But it's like, we are not gonna be able to help with that. Yeah.
You
know, a couple of hundred bucks on pest control's not gonna help that, you know, so it's that thing of just sort of saying, look, you know, if you're that worried about it, then I would recommend that you maybe just wait and don't have it done yet.
Mm. You know, and so it's just controlling or just being nice with the customer and just helping them. And they were like, oh, okay. Yeah, no, thank you. Mm. You know? And they actually thank you and go, thank you. No, you're right. Maybe it's not for me. You know? And it's just that thing of having that conversation with them and.
I don't know. Yeah, just sort of, yeah. We all have the ones, like you said, but it's just trying, I guess, to be understanding. But at as, at a certain point, there's only so much you can do, you know? And that's it. Yeah. And then, and then that becomes your boundary of going, that's what I'm working within. Take it or leave it.
Yeah. Yeah. I think, um, you know, education's such a huge part of, of what you do, and, um, I'm, I'm a client of Rachel Ryan, so they take care of my pest control and
she critiques
and I critique, uh, the process. That's right. Um, but it's, it's quite funny because so many people don't read the. Like pre, before care and aftercare, whatever.
And then you have to deal with that. So like, if you're getting a service done, no matter who it's with, make sure you read the stuff. Like read it, read it, read, read what people are sending you. Um, especially 'cause they, their communication's so great. The customer service is so great. Um, and one of those things is, is that.
I'm gonna talk about dying cockroaches. And that is, is that if you see a cockroach, you are still gonna see cockroaches, but they're not alive. They stunned and they're actually dying. So, um, the, the jokers, the reigning jokers. Every time I see a cockroach, I take a, at my house, I take a photo and send it to Rachel.
She does, she does. And
hence that's why the three glasses of wine comes in.
But it's, it's good. It's like, you know, and, and it is a standard joke, like you said, because Yeah. Yep. We love getting photos, love getting photos of, of them. Yep. You know, it's
like,
yeah. What are the photos? Tell, tell us some funny stories of other photos you received from, uh, prospects or clients.
Oh, yeah. I mean, I mean, I get Yeah, that they, they wanna show you, but it's that thing of like, like you were saying. You, we've explained this, you are always going to see them. They need to come up and outta the drains. They need to come from outside in to trek across the product to die. They take time to die.
And if you're seeing 'em in the daytime, they are sick because they're nocturnal. You don't normally see them unless it's at nighttime. So, yeah. Um, you know, yeah. It is just, I always get a little bit of a, um, crazy smile when they, when they send me a photo of one cockroach. Because yet again, it's the tropics.
You are going to still see them, you know? And, uh, it's not like kapal, like somehow they just man magically
disintegrate.
Disintegrate or like disappear. And, uh, the, probably the best one, the funniest one I had, um, I was trying so hard to understand this customer and, you know, yet again, you know, you're taking pride in your work.
And I'm, I'm asking her like, so, so are they dead? Are they, are they on their back? Are they And Yeah. Yeah, they're on their back. Their legs are kicking and I'm like going, well, that's fantastic. You know, they're, they're dying. That's what you want. The product has worked. And she was like, oh, yeah. And I could sort of hear, there was this hesitation.
I'm like, oh, I'm still not nailing this customer service. I'm, I'm gonna have to, to delve a bit deeper. And it is a bit like detective work. And I was like. I'm just trying to understand, can you explain a little bit more of maybe what you were wanting us to do? Because from our end, we, we have done everything that is within the pest control application and, and what, what maybe else could we do to help?
And she goes, I'm wondering if there's a way you can get them to die outside.
And I just, I just like, I was trying so hard not to hysterically laugh like we just did, but also it was that little like, ooh, like sort of, um, and I had a vision of Ryan being the pied Piper and just, and like all of the cockroaches, just following on behind him, going out to die or like having a little boardroom meeting with all the cockroaches just sitting out there guys at this house.
She doesn't wanna see you. Can you please just go outside and die? Just exit quietly. And it's just, it's just funny. And, and that's what I mean by expectations. I find it funny, but yeah, it is just sometimes customer expectations can be unrealistic.
Yeah.
And it, and yeah, there's never a dull moment.
Yeah.
And honesty is, honesty is the best policy, you know? It is. It is the best policy. But it doesn't always cut through though. Um, you know. True. So look, it's been absolute pleasure. I'm so excited to have had you here today. I
absolutely loved it.
I'm only sorry that it's like 11:00 AM is probably too early for wine or is it?
Yes. What do they say? It's 12 o'clock somewhere?
Um, but it has, it has been a pleasure. And, um, but I actually, before we go, I just wanna talk about my experience with less pest, more control. Um, so when I was buying my house. Um, you know, I'm originally from South Africa, moved to Australia. In South Africa, we've got brick houses, so we don't have timber houses.
Termites are not a massive thing. And when I was buying my, my house, um, and I went to buy a house, I knew straight away that after all the stuff that Rachel had been telling me about termites and having a good understanding of what it was, it was like I really wanted them to do, you know, the term and pest, uh, term, term art inspection, the pre-inspection.
Um, and I think it was around like two houses or something that they went and did a pest control, a term out inspection for, and I think like the damage on the one was like 17,000 and the damage on the other one was like 20,000 and they were like, like this, this house is gonna need so much work. So it really, really impacted the decision in me not going ahead with those two houses.
Also because, not just because of the structural damage and the cost of what that would look like and what that would look like to repair that, but also the ongoing then management of. Because they were kind of in really quick, and if you understand where the Gold Coast is or how it works really quick, there's a lot of termites in that sort of area.
It made me think that this possibly was not sort of what I would be looking at. So. As frustrating as it was because I really especially wanted the one house.
Yes, I could. I, I know, and that's what I was gonna say. Yeah. The frustration.
The frustration and how they dealt with me with that, like, in explaining quite nicely that even though I wanted it so badly, this possibly wasn't the best choice for me.
Um, they then did help me as well do my term out inspection on the current house that I ended up buying. Um, and absolutely, you know, loved it. They now take care of it for me. Um, and for me, I'm like, it's a no fricking brainer, like. Termite termite control and, and inspections is just, I don't understand why Australians don't do it.
It is insane because they literally are going to eat your house. So, um, I dunno if that's just me coming from South Africa, maybe it's a bit loaded on my side because a lot of Australians don't value, like the termite protection, a termite control. Um, but for me it's like a complete no brainer. It's not expensive at all.
Why the heck wouldn't you do it? You, this is your investment. Yeah. So, um, anyway, I think the
big one with that just quickly is the fact that the standard one you usually hear is, oh, I haven't seen any.
Yeah.
That, and that's the biggest mistake. You are not, you are not. That's why you need a trained, uh, licensed timber pest inspector.
To, to be regularly doing it, you know, because they, they know what they're listening for, detecting they've got all the right equipment. Um, and, and that's what you're trying to do. You're trying to actually detect it before, before it ends up in all of that damage that could cost. Big bucks. Yeah. And that's what you're trying to do.
You're trying to actually stop it before it gets outta control.
Yeah. So it is a bit of a shameless plug for them sharing my personal story. But yeah, it has certainly like helped me and I encourage anybody, like if you're on the Gold Coast, if you're purchasing a product, uh, a purchasing a house, you certainly wanna look at getting somebody that, oh, actually the story thickens, wait, I have to go into this, the house that I have now, which is in Varsity Lakes, the sale.
It was actually sold and the mortgage didn't go through. So it went back onto the market. When it went back onto the market, the guy had said to me, the, the per the mortgage broker had said to me, oh, there was a pest control person who'd come in, and there was a sign certificate from them saying that the house was clear.
And I was like, I don't care. I'm still gonna pay the extra money to still get like Ryan and Rachel in, like I wanted them in. And they actually, when they came in, they actually did find it was in the toilet downstairs in the corner. Termites had actually breached it, but they died or whatever, so it had been investigated.
But the previous person who had signed the document to say that there wasn't an issue, didn't actually find it. So, um, yeah. So even though it wasn't an issue issue, I just wanted to bring that in as well. So not everybody's created equal, and I know especially it's a competitive thing and a lot of people are looking at the price of stuff.
And, and the price of it.
And when
you
are talking
like, I find it so cheap, I find it is term out and pest control is so cheap. I'm like, I don't even know how you're stay in business. Um, but so cheap. Um, and yet people are quibbling over, you know, 30 bucks, 50 bucks or whatever. Not all services are the same.
And I can, I can completely say what you pay for is what you get. Yeah. It's the same as a marketing and working with a marketing coach or consultant. What you pay for is what you get. So
I love it. So true.
So how can people connect with you?
Yeah, so, uh, they can either find us on, uh, Facebook as Les Pest, more Control Gold Coast.
Uh, we've got our website, which is Less Pest, more Control. We've got, um, Instagram, we've got, uh, LinkedIn as Rachel Gascoine, and I've got a YouTube, um, less pest, more control, um, or the phone number oh four nine seven zero zero six four zero zero.
Excellent. No worries. Well, we are gonna put all those links down in the comments below.
Thank you so much to everybody who's been listening today. This is another episode of The Meaningful Marketing Podcast. If you haven't already, please make sure that you rate us and subscribe on the website, online business marketing.com. Au so that it arrives in your inbox along with a bunch of other goodies.
Um, Rachel, it's been an absolute pleasure for having you here today. Uh, I feel like we've said two goodbyes today.
I think this is our third, but we'll get there. Might, we might be just angling for the wine.
Oh, we only for the wine. So thanks so much everyone. See ya. Bye.
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