Customer Service Done Right: Spotlight on Orkin of Greensboro

Imagine that you’re outside tending to your vegetable garden and you see something move out of your peripheral vision, only to turn and find out that it’s a quite large black racer snake. For your amusement, I’ve included the actual video:

How well did I sleep that night? Well, not at all really.

The next morning, I frantically texted the Orkin technician assigned to my house who has ironically coined himself “Bug Bobby.” He is always quick to respond to my frantic texts regarding those pesky spiders or ants. In this case, Bug Bobby was on vacation. But, he still took the time to quickly respond and advised me to call the Orkin office for assistance. So, I did. They initially told me that they didn’t have any other technicians available. But, what they told me next was the icing on the cake to their already existing outstanding customer service.

“Ma’am, we don’t have any technicians available to come over today. So, the branch manager is going to visit your house and put down snake away for you.”

Not many companies these days would go out of their way to be available for their customers with same-day service. We usually have to wait a week, or longer. Then those companies usually ask us to be available sometime between the hours of 5am and 6pm, only to show up at 8pm. This style of customer service has become common place across all industries and has caused many of us a few gray hairs.

A few hours after calling Orkin, the branch manager called and left me a voice-mail. He said, “Just wanted to let you know that I put down the snake away for you. I didn’t see the snake, but I did see a few ant trails. So, I went ahead and put some ant bait down as well.” Once again, I was wowed by their outstanding customer service to go above and beyond the call of duty.

Thank you, Orkin. Way to take the bull by the horns, or maybe I should say: Way to take the snake by its tail. Because of your outstanding customer service, I can now sleep soundly tonight.

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