Use Kano before selling add-ons
Classify pest-control service features as basic, performance, or delight using the Kano model.
Value depends on expectation. Kano prevents a pest-control business from treating every feature as equally marketable. How to read a feature A basic need is the price of trust: licensed work, safe application, clear arrival window, and honest invoice. A performance need scales with quality: faster response, better documentation, fewer callbacks, cleaner scheduling. A delighter is segment-specific: pest trend photos for a restaurant group, pre-inspection notes for a real estate agent, or a seasonal prevention checklist for a homeowner. The anti-pattern The common trap is adding visible extras while the basics wobble. Customers do not experience that as premium. They…
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