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Meet Alta Pest Control and Its Customer-First Approach Model that Led to Customer Retention and Profit Growth

Meet Alta Pest Control and Its Customer-First Approach Model
Photo Courtesy: Alta Pest Control

By: Georgette Virgo

Product development, market strategy, and technological advancement are often the keys to any business success. However, Alta Pest Control’s secret ingredient to its growth lies in a more fundamental outlook: putting customers first. 

Founded by brothers Chris, Tyler, and Michael Langlois, the company’s customer-first approach has led it to growth. Since its founding in 2013, it has amassed 270,000 customers, ranked #30 among pest control companies nationwide, and expanded to 17 locations across various regions.

Defining the Customer-First Approach

Alta Pest Control’s customer-first viewpoint is more than just a catchy slogan; it’s a business philosophy highlighted in every aspect of its operations. This method means prioritizing customer needs and satisfaction, even when it might not immediately benefit the company’s bottom line. Chris Langlois states this service procedure comprises holistic areas such as customer-centric slants, customer empowerment, and employee engagement.

Customer-Centric Approaches

Alta Pest Control’s customer-first approach focuses on understanding and meeting customers’ needs. They don’t believe in one-size-fits-all solutions. Instead, they acknowledge that every home, family, and pest situation differs. Thus, they provide a tailored solution that addresses these specific challenges.

Chris Langlois explains that this customer-centric philosophy is evident through customized general pest control packages and treatment plans, which begin with carefully assessing each property’s characteristics. This attention to detail allows Alta Pest Control to create personalized treatment plans that target specific pest issues while considering the unique features of each home and yard.

Alta Pest Control invests in state-of-the-art equipment to support its commitment to tailored solutions. This makes certain technicians have the tools to eliminate pests effectively. The company continually refines its methods to maximize efficiency without compromising effectiveness, securing better results for customers while minimizing disruption to their daily lives.

Proactive Customer Engagement

Alta Pest Control’s customer-first technique extends beyond the initial treatment. It also focuses on empowering customers with the knowledge to maintain a pest-free environment long after the technicians have left. 

Its engagement with each client demonstrates this commitment to customer empowerment. It provides detailed information about pest prevention, proper maintenance practices, and early warning signs of infestations, beginning with the initial consultation and continuing throughout the service relationship. 

This is further reinforced through proactive pre and post-service communication, regular updates, and seasonal pest control tips.

“We aim to be their trusted and go-to partner in in-home care. We are happy with our high customer satisfaction rate, which translates into more referrals. This highlights our lasting relationships with customers and establishes the ongoing effectiveness of their services,” Tyler Langlois mentions. 

Happy Employees, Happy Customers

Alta Pest Control recognizes that delivering exceptional service starts with engaged, motivated employees. The company has implemented initiatives to make certain its team is equipped to provide quality service. 

Employees undergo rigorous training in pest control techniques and customer service skills, confirming their ability to address their role’s technical and interpersonal aspects. 

Michael Langlois notes, “Our technicians are the face of our company. We verify that they’re skilled in pest control and customer service. They’re trained to make clients feel comfortable asking questions or seeking help.”

Technicians are also given the autonomy to make decisions in the field, allowing them to respond flexibly to customer needs and unexpected situations. 

“We trust our employees to do the right thing,” Michael adds. “Sometimes, that might mean spending extra time at a customer’s home or offering additional services at no charge. We support these decisions because they align with our customer-first values.”

Alta Pest Control believes that when their team feels valued and supported, that positivity shines through in their work, resulting in better customer service.

The Impact on Customer Retention and Growth

Alta Pest Control’s hard work in its customer-first approach has paid off. The company consistently delivers excellent service, which has translated into a loyal customer base that continues to use its services and preferably recommends them to others. 

The company also takes pride in its 4.75 rating from thousands of reviews online and growth of more than 100% from 2022 to 2023. INC 5000 also included it in their list of 2022 successful and growing pest control companies. 

Chris Langlois shares, “We’ve found that when you genuinely care about solving people’s problems, they stick with you. If we care for our customers, the profits will follow. It’s about building trust and long-term relationships, not just making profits”

Alta Pest Control grew from a small family-owned business in 2013 to 17 locations across multiple states. The company now serves hundreds of thousands of customers and plans further expansion in the coming year. This growth is mainly attributed to positive word-of-mouth recommendations from satisfied clients.

As Alta Pest Control grows, Chris, Tyler, and Michael Langlois remain committed to the customer-first approach. “Our goal isn’t just to be the biggest pest control company,” she reflects, “but to be the one people trust the most. That trust comes from consistently putting our customers’ needs first, no matter how big we get.”

Published by: Holy Minoza

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