Booking and Customer Intake: the full procedure

Capture every lead consistently and gather the information needed to schedule the right service.

What you need

The procedure, step by step

  1. Capture contact and property details — Record name, phone, email, full address, and property type. Confirm the address is in your service area.
  2. Qualify the pest issue — Ask what pest, where, how long, severity, and whether anyone has treated it already. Note sensitive occupants, pets, and access constraints.
  3. Set expectations — Explain your process: inspection first, IPM-based plan, and that any treatment follows the inspection. Do not promise a specific product or price sight-unseen.
  4. Check urgency and triage — Identify stinging-insect, rodent, or health-related urgency that needs faster scheduling and route accordingly.
  5. Schedule the visit — Book the inspection or service into the calendar with the correct time block and technician, and note any prep the customer must do.
  6. Confirm and send details — Send a confirmation with date, time window, what to expect, prep instructions, and your cancellation policy.
  7. Log the lead source — Record where the lead came from (referral, web, repeat) for marketing tracking.
  8. Hand off cleanly — Make sure the assigned technician has the full intake record before the visit.

Quality check before you finish

This is a free, source-anchored standard operating procedure (SOP) you can print and hand to staff. It documents the work sequence for a Pest Control business — not safety or regulatory rulings, which defer to the cited authorities, the applicable code, and your own health-and-safety plan. Open the tool above to print it, toggle ink-saver, or (with a free ToolFluency Business account) edit it to match your own workflow.

Sources

About Free Pest Control Booking & Intake SOP (Printable)

Free printable SOP for pest control booking and customer intake — qualify the lead, set expectations, schedule. Source-anchored, no signup.

How to use

  1. Read the full procedure top to bottom before the work — the SOP runs in order and each step builds on the last.
  2. Toggle Ink-saver (black & white) for a cheaper mono print for the binder; leave it off for the full-color version.
  3. Click Print SOP to print or save as PDF. Print one per crew, laminate it for the binder, or attach it to the job in your scheduling system.
  4. Train new hires on it and have staff sign off. Found something out of date? Use the feedback link — flagged SOPs are re-researched against the source list.

Frequently asked questions

Should I quote a price or product over the phone before inspecting?
No. Pest issues require inspection and identification before a responsible plan or price — IPM starts with identification, and any product decision follows the label after inspection. Quoting blind risks an inaccurate price and an over-promise. Set the expectation that the inspection comes first.
What information should every intake capture?
Contact and full address, property type, the pest and where/how long it has been seen, prior treatment, and any sensitive occupants, pets, or access limits. This lets you triage urgency and route the right technician. Capturing it consistently is what makes the rest of the workflow repeatable.

Part of ToolFluency’s library of free online tools for Printables. No account needed, no data leaves your device.

You might also need

🐜Pest Control Manual 📄Inspection Quote and Recurring Service Plan 💳Invoicing and Payment 🖨All Printables