Portland, OR — For many, a home represents comfort, safety, and control. But that sense of peace can disappear instantly when pests enter the picture. Whether it’s a single spider or the fear that something unseen may be hiding within the walls, unwanted pests can trigger significant emotional and psychological distress. For some, the discomfort is temporary; for others, particularly those living with phobias, it can be overwhelming.

At EcoShield Pest Solutions, addressing these moments requires more than effective pest control—it requires compassion. The company’s Customer Service Team plays a critical role in providing reassurance and support, often becoming a lifeline for individuals experiencing intense anxiety tied to pest issues in their homes.

Recently, Ashley, one of EcoShield’s Lead Customer Service Representatives at the Portland branch, shared a powerful example of how empathy can make all the difference. Her experience assisting a worried husband whose wife was suffering from severe arachnophobia underscored how deeply pests can impact mental well-being, and how meaningful it is when someone takes the time to help.

Ashley has been part of the EcoShield team for nearly two years, bringing with her a background in customer service across various industries. She quickly noticed that EcoShield fostered a unique and supportive workplace environment.

“Culture, culture, culture,” she said. “I have had very hard work environments in the past;
this is the first company that has really showed that they put their employees first. That allows me to have the confidence to do what is best for the customer calling me.”

One day, Ashley received a call from a distressed husband seeking immediate help. His wife’s fear of spiders had escalated to the point where their home—a place meant to feel safe—felt unbearable to her.

The challenge wasn’t whether EcoShield could help, but how quickly assistance could reach their rural home. “At first glance, it seemed like we did not have the ability to help based off of where he lived,” Ashley explained. “But he couldn’t take no for an answer because his wife had intense arachnophobia.”

Ashley immediately recognized that the urgency in his voice was not frustration with customer service but fear for his wife’s wellbeing. “Most of our customers—when they have something like that, they’re not angry at you, they’re angry at the situation…when your partner is really struggling, you will do anything to resolve it! And I truly get that.”

It became clear that this was more than a standard service call: it was a moment requiring compassion and creative problem-solving.

As a Lead CSR, Ashley often steps in to find solutions when situations fall outside normal protocols. “As the lead CSR, I have a little more power than they do…I can send a field manager if need be.”

What followed was a coordinated effort involving schedule adjustments and extra communication with management. Ultimately, Ashley secured help by dispatching Field Manager Joe, who lived an hour away but was the closest team member available.

Joe’s willingness to make the drive helped restore calm and gave the family the reassurance they desperately needed.

While fear of pests may not always be logical, the emotional impact is very real. Ashley noted that empathy plays a central role in EcoShield’s customer service training. “You always want to ask, ‘What can I do for you? How can I make it better?’”

When asked about her top advice for fellow representatives, her answer emphasized patience and understanding: “Give grace and count to ten, because most of these callers are upset and are just looking for a solution… Always give grace and don’t rush them off the phone. Taking the time to hear them out will always make it better.”

For the woman struggling with arachnophobia, Ashley’s compassion and Joe’s dedication turned a frightening situation into a moment of reassurance. Their efforts reflected EcoShield’s core belief: that pest control is not just about eliminating a problem; it’s about restoring comfort and peace of mind.

When customers call EcoShield, they are looking for more than service. They are seeking help in reclaiming the sense of safety within their homes. Thanks to devoted team members like Ashley, EcoShield continues to provide support with professionalism, patience, and heart.

About EcoShield Pest Solutions
EcoShield Pest Solutions is dedicated to providing family friendly, effective, and environmentally conscious pest control services. With a focus on customer care and community trust, EcoShield is committed to helping families feel secure and supported in their homes.