Vice president, general manager
Wil-Kil Pest Control
Industry: Pest management
Wil-Kil Pest Control, a regional leader in pest management, is celebrating its 90th anniversary this fall. Dale Bauerkemper reflects on why creating the ultimate customer experience is more important now than ever before.
“In a business environment, everything is created equal. Whether you’re selling cars or pest management services, the biggest differentiator in any business is how you treat your customers.
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“You can deliver a great product or service, but if you don’t do it with empathy and care – going above and beyond to ensure your customer’s success just as much as your own, it’s all for naught.
“If you do the right thing, everything else will fall into place. If you make your customer feel as important as they really are to your business, the revenue, profit and growth will come naturally.
“Think about your own company. You will experience wins and losses, you will be both an innovator and a follower, and you will meet and overcome many challenges. But keep in mind, it’s not about your company – it’s about your customer.
“At the end of each day, ask yourself: have I done right by my customer?
“Though you don’t have control over the competition or the environment your business operates in, you do have control over your customer’s experience. Challenge yourself and motivate your employees to treat each and every customer as if they are the only business or person in the world. The next time you meet, correspond or work on a project for them, put everything else aside and focus in on that specific customer and exceeding their expectations.
“Take care of the people you serve, and humble yourself to put the people you are serving first. When you provide the ultimate customer experience, it will pay off – both for you and your customer.”