Explaining the Big Three: Helping Customers Understand Why Pests Return

Editor’s note: David Schaedel, digital marketing manager, Walker Pest Management, Greenville, S.C., shared the following article on the three factors that consistently contribute to pest issues. 

In pest management, there’s one universal truth every technician knows — pests don’t just appear. They show up because an environment provides them with what they need to survive.

Whether it’s ants, roaches or rodents, almost every infestation is driven by the same three primary conditions: food, water and shelter. The big three are known and understood by Pest Management Professionals (PMPs), but understanding how to communicate these concepts to customers is key to long-term success in Integrated Pest Management (IPMs).

When you teach homeowners how these three factors contribute to pest issues, you’re not just providing service you’re positioning yourself as a trusted expert and building a partnership that leads to better results (and higher retention).

1. Food. Pests aren’t picky eaters. They’ll live off almost anything they can get even residue or crumbs too small for a human to notice. Customers often underestimate just how little food pests need to thrive.

How to Explain It to Customers:

• “Pests are great at finding things we overlook! Even a few crumbs under the fridge can feed dozens of ants or roaches.”
• “If there’s a reliable food source, they will continually be drawn back.”

Ask Discovery Questions:

• “Do you notice any particular areas where you see activity? Are they specifically near pet food bowls, trash cans, or the stove?”
• “Do you store food products in sealed containers or original packaging?”

Educate on Actionable Fixes:

• Seal all food (especially cereal, sugar, and pet food) in airtight containers.
• Wipe down kitchen counters and sweep frequently.
• Take trash out regularly and avoid keeping food waste inside the garage.

Customers who understand how small “food sources” can be are more likely to maintain the environment your treatments depend on.

2. Water. Water is often the factor homeowners miss. Many insects can live weeks without food, but only days without moisture. That’s why crawl spaces, basements and kitchens are hotspots for pest activity.

How to Explain It to Customers:

• “You’d be surprised how much moisture can collect under a sink or fridge. Even that small amount can keep roaches or silverfish alive.”
• “We can treat pests effectively, but if there’s a leak or standing water, it’ll keep drawing them back.”

Ask Discovery Questions:

• “Have you noticed any leaks, damp areas or condensation under sinks or in the crawl space?”
• “Do you use a dehumidifier or moisture barrier in your basement or crawl space?”

Educate on Prevention:

• Fix leaks immediately, even small drips.
• Use dehumidifiers in basements or crawlspaces.
• Check gutters and drainage regularly.
• Monitor pet bowls and plant trays to make sure they aren’t supporting a pest population.

Explaining the relationship between moisture and pest survival helps customers understand why your recommendations, like installing a vapor barrier or fixing entry points, aren’t just upsells, they’re prevention strategies.

3. Harborage. Harborage refers to anywhere pests can hide, nest or reproduce. This can be as obvious as garage bags next to the backdoor or as innocuous as mulch too close to the foundation. To customers, clutter might seem harmless, but to pests, it’s prime real estate.

How to Explain It to Customers:

• “Pests need somewhere safe to hide and live. Harborage like cardboard boxes, cluttered corners or thick mulch are perfect for that.”
• “Even if we eliminate the current population, pests will still be drawn to this area if it provides accessible harborage.”

Ask Discovery Questions:

• “Do you have storage in your garage, attic, or crawl space that might provide hiding spots?”
• “Have you noticed any overgrown shrubs or mulch close to the home’s foundation?”

Educate on Prevention:

• Keep vegetation trimmed 12–18 inches from the house.
• Replace cardboard storage with sealed plastic bins.
• Seal gaps and cracks around doors, windows, and utility openings.
• Regularly declutter basements and garages.

By walking the customer through these observations during the inspection, you turn your visit into a personalized consultation instead of a transactional service. Clear explanations and good documentation will help your customers understand the value of your recommendations.

Teaching Customers to See What You See. As a pest management professional, your expertise isn’t just the application of product! The observation and education are crucial parts of a successful IPM. The best technicians don’t just solve problems; they help customers understand why those problems exist and how they can be solved.

Try this simple approach during service calls:

1.  Observe and explain what you’re seeing (“These crumbs behind the stove could be feeding the ants you’ve noticed.”).
2. Connect the dots between the condition and the pest (“They’re coming in for the food and moisture here.”).
3. Provide clear next steps (“In addition to the bait I’m putting out if we can remove the food source, we’ll remove the reason they’re entering.”).

This not only helps customers understand why there are pests in their home, but it also strengthens your recommendations as a trusted expert.

The Big Picture. The big three are at the heart of a successful IPM. Food, water, and shelter drive nearly every infestation, and when your team uses this framework to educate customers, you:

• Reduce recurring infestations. 
• Build long-term customer trust. 
• Increase compliance with preventive recommendations. 
• Improve customer satisfaction and retention. 

Pest control isn’t just about applying products! Your knowledge and expertise as a PMP are huge factors in winning and keeping customers. Teaching your customers how to make their homes less appealing to pests will build trust and help avoid unnecessary. While it can be a challenge to slow down and take the time to explain what needs to be solved, customers that understand why pests show up will appreciate your recommendations and better protect their homes from future pest issues. Building that trust as a long-term partner in pest prevention will pay off with happier customers and more referrals. This work sets you up for immediate and future success.