Why NYC Operations Managers Must Prioritize Pest Control and Customer Experience

Running a commercial facility in New York City comes with high stakes. Whether you manage a hotel, restaurant, school, or office building, pest control isn’t just a compliance issue—it’s a core part of protecting your brand.

And in today’s digital-first world, your Google reviews may matter more than any sales pitch you deliver.

In this blog, we’ll explore how pest control directly impacts your business reputation—and five ways operations managers can elevate both service and customer satisfaction.

The Link Between Pest Control and Business Reputation

Effective commercial pest control in NYC is about more than eliminating pests. It’s about preventing public-facing problems that damage trust. A single rodent or roach sighting can turn into a viral post or negative review, especially in industries like hospitality, food service, or healthcare.

Your reputation can be compromised in an instant—and in competitive markets like New York, that can mean lost contracts, reduced foot traffic, or failed inspections.

At RJM Pest Services, we believe pest control is brand protection.

One Bad Google Review Can Hurt Your Business

Here’s the hard truth: customers trust reviews more than advertisements. A 1-star Google review can stop a potential client from even calling your business.

If a reviewer writes, “We still saw pests after the service and no one followed up,” it’s a red flag not just about pest issues—but about service quality and operational oversight.

Customer Experience: Your Secret Weapon

As an operations manager, your responsibilities include vendor performance, team productivity, and customer satisfaction. But how often are you thinking about what your client or tenant feels when they interact with your pest control provider?

An excellent customer experience includes:

• Prompt responses to service requests

• Courteous and knowledgeable technicians

• Clear communication and expectations

• Timely follow-ups

When these pieces come together, customers are more likely to leave positive Google reviews, renew contracts, and recommend your business.

5 Ways Operations Managers Can Improve Pest Control Experience

1. Audit the Customer Journey

Review the full pest control process, from scheduling to follow-up. Ask yourself: is it smooth, fast, and transparent?

2. Prioritize Soft Skills Training

RJM’s technicians undergo customer service training in addition to pest control certification—because a smile and good communication often earn 5 stars before treatment even starts.

3. Monitor Online Reviews

Set alerts for new Google reviews. Make it part of your weekly routine to review feedback and respond with professionalism, especially to negative comments.

4. Follow Up After Every Visit

Build follow-up into your SOPs. Even a quick email or call saying, “Just checking in on your service—how did we do?” helps improve satisfaction and reduce bad reviews.

5. Promote and Celebrate Good Reviews

Don’t let a great review go unnoticed. Share it with your team, recognize the tech who earned it, and use it as a learning moment for others.

The Bottom Line: Pest Control = Public Trust

In NYC’s fast-paced commercial world, pest control is a direct extension of your operational excellence and customer care. If your team misses a step, your online reputation takes the hit.

Operations managers who treat pest control as a vital part of the customer experience—not just a maintenance line item—are the ones who protect their businesses, attract new clients, and drive long-term success.

At RJM Pest Services, we help New York’s top commercial businesses protect their people, property, and online reputation. Contact our team or follow us on LinkedIn for industry tips and updates.