The Complaint That Came Back in Week Ten
The restaurant rings: the cockroaches are back. Whether that is a failed treatment or a fresh infestation depends entirely on what was done on the last visit, and nobody in the office can say.
The history sits on the site, not on the customer
Every visit in date order
The whole run of treatments at that address, from the first survey to last month.
What was treated, and with what
The chemical, the dose and the areas covered on each visit.
The photographs
Taken at each visit, which is how you tell a new problem from an old one that never cleared.
Who did it
The technician’s name against each visit, which matters when the same complaint appears twice.
What the customer said
Feedback and the rating given after a visit, on the same record as the work.
Read it before you send anybody back
A customer who calls in week ten is either owed a free follow-up under the warranty or is describing something new. Two minutes on the history answers it. The technician who goes back has read the same screen, so he arrives knowing what was sprayed and where, and he does not repeat a treatment that already failed.
Questions the history settles
- Whether this complaint falls inside the treatment’s warranty
- Which chemical was used last time, and whether to change it
- How many visits this site has had this year against what the contract says
- Whether the same technician has been back three times
It cannot tell you why the pest returned
The drain next door, the neighbour’s kitchen, a sack of onions delivered last Tuesday. None of that is in any record. What the history gives your senior technician is a clean starting point, and the diagnosis stays his.
Frequently asked questions
A customer has three outlets. Do we see them separately?
Yes. Each site keeps its own visit history under the same customer, which is how a restaurant chain wants it. The billing can still go to one office.
Can we tell whether a complaint is inside the warranty?
Yes. The treatment’s warranty period is held with the contract, and the last visit date sits on the history, so the two read together. That decides whether the revisit is free before anyone promises anything.
How far back does the history go?
As far back as you bring it. Past visits are imported at go-live where you have them in a register or a sheet, and everything from go-live onwards is recorded as it happens.
Tell us what you need.
Send a short brief and one of our engineers will come back to you within one business day.
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