Questions to Ask on Every Pest Control Inquiry Call
Most pest control inquiry calls sound simple: “I think I have mice,” or “there are ants everywhere.” But a quick “we’ll send someone” without the right details can mean a technician arrives with the wrong plan, at the wrong time, to a home where the real problem is in a crawl space nobody mentioned.
This is a short, practical list for owners and office staff of small pest control companies. It is not a sales script. It is the minimum information to collect on every inquiry so your technician shows up ready, and so you can decide which calls need a same-day visit.
Why good intake saves a wasted visit
Every visit costs you a technician’s time, fuel and a slot in the schedule. When the call gives you only a name and a phone number, the technician has to start from zero at the door. When the call gives you the pest, the location, how long it has been going on and who lives in the home, the technician can plan the inspection before arriving.
Good intake also helps the customer. They feel heard, they get a clear next step, and they are less likely to keep calling other companies while they wait for yours.
Safety first: has anyone been stung, bitten or exposed?
Before anything else, ask whether anyone has been stung, bitten or exposed to a pest control product. Two answers change the call right away:
- Signs of a serious allergic reaction. The Mayo Clinic (insect sting first aid) says to call 911 if someone shows even one or two signs of anaphylaxis, such as trouble breathing, swelling of the lips, face, eyelids or throat, dizziness or fainting, a weak and rapid pulse, hives, or nausea and vomiting. Tell the caller to hang up and call 911.
- Possible pesticide exposure. EPA (In Case of Pesticide Emergency) says to check the label for first aid directions and call Poison Help at 1-800-222-1222, and to call 911 if the person is unconscious, having trouble breathing, or having convulsions. The line is free and, per HRSA, available 24/7 in over 100 languages.
Your office should not give medical advice beyond those two instructions, and should not tell a caller to spray, swat or remove anything while they wait.
The 8 questions to ask on every inquiry
- What pest do you think it is, and what exactly did you see? “Small black ants on the counter” is more useful than “bugs.” Ask about size, color, wings, droppings or damage.
- Where in or around the property? Kitchen, bedroom, attic, garage, crawl space, yard, or inside a wall.
- How long has it been going on? First sighting this morning or months of activity.
- How many, and how often? One mouse once, or droppings every day; a few ants, or a steady trail.
- Who lives there? Children, pets, or anyone who is pregnant, elderly, has a sting allergy or another medical concern. Your technician needs this before choosing any treatment.
- What type of property, and are they the owner or a tenant? House, apartment, condo or business. A tenant may need the landlord’s approval, and a business may need after-hours access.
- Have you tried any product already? Which one and where. Your technician should know what is already in the home.
- Are you looking for a one-time service or a recurring plan? This shapes the visit and the follow-up. If you offer both, our guide on explaining initial vs recurring pricing covers how to talk about it.
Finish with the basics: full name, service address, the best callback number, and the best time to reach them.
Don’t identify the pest for sure on the phone
Callers want an answer: “Is it termites?” It is tempting to give one. But the EPA’s integrated pest management principles (EPA IPM) list “Monitor and Identify Pests” as a core step, because accurate identification is what guides the right action. A caller describing “flying ants” may be seeing termite swarmers, or may not.
A better line on the phone: “From what you describe, it could be several things. Our technician will confirm on site.” Write down exactly what the caller said, in their words. That note is often more useful to the technician than a guess.
Same-day visit or next available slot?
You decide which calls jump the queue. Most owners set a simple rule and stick to it. Here is one way to sort them:
| What the caller reports | Usual priority | Why |
|---|---|---|
| Serious sting reaction or pesticide exposure | 911 / Poison Help first | Medical, not a pest visit |
| Stinging insect nest by a door or play area | Same day if possible | People can get stung |
| Rodent in a bedroom, kitchen or child’s room | Same or next day | Health concern, high stress |
| Termite swarmers indoors | Inspection soon | Sign of active infestation |
| Ants, spiders, occasional insects | Next available | Usually not urgent |
| Price question or plan inquiry | Callback | Owner or office follows up |
For homeowners, we published a plain-language version of this sorting: is it a pest emergency?
A printable intake form
Print this and keep it by the phone, or copy it into your CRM. Each line is one question:
- Date and time of call
- Caller name, callback number, best time to call
- Service address (owner / tenant / business)
- Anyone stung, bitten or exposed? (if yes: 911 or Poison Help given)
- Pest, in the caller’s words
- Where seen
- How long / how often / how many
- Kids, pets, medical concerns
- Products already used
- One-time or recurring
- Language preference (English / Spanish)
- Priority: same day / next available / callback
The language line matters more than it looks. If you get Spanish-speaking callers, see our guide on serving Spanish-speaking pest control customers.
Who asks these questions when you can’t pick up?
The hardest part of intake isn’t the list. It is that the phone rings while you’re in an attic or under a house. We covered that in missed calls while you’re on the job.
ApexSmartAI is a fully managed answering service for pest control companies. It answers your line 24/7 in English and Spanish (callers can switch mid-call), asks the intake questions you choose, and texts and emails you the details right after the call. It is built around your services, hours, service area and call rules. It can give the safety instructions you approve, such as the 911 and Poison Help lines above. It does not book appointments, dispatch, identify pests for sure, quote prices unless you approve the exact wording, or give treatment or chemical advice.
Pricing is $385 a month, $0 setup, 500 minutes included, then 43¢ a minute, month-to-month, with the first 7 days free starting the day your line goes live. Read more on our pest control answering service page.
Don’t take my word for it — call Maya and hear it yourself.
Frequently asked questions
What should a pest control company ask on the first call?
Start with safety: has anyone been stung, bitten or exposed to a product? Then ask what pest they think it is, where they saw it, how long and how often, who lives there, the property type, any products already used, and whether they want one-time or recurring service.
Should the office identify the pest over the phone?
Not for sure. EPA’s integrated pest management principles list “Monitor and Identify Pests” as a core step. Write down what the caller saw in their own words and let the technician confirm on site.
What if a caller says someone was exposed to a pesticide?
Tell them to follow the first aid directions on the label and call Poison Help at 1-800-222-1222, or 911 if the person is unconscious, having trouble breathing, or having convulsions, as EPA advises.
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