How can pest professionals spot when a customer might need extra support – and what can you do to help?

Louise Baxter MBE, Head of the National Trading Standards Scams Team and Non-Executive Director at TrustMark, explores what consumer vulnerability really means in 2025 and how it affects the work you do every day.

With warmth and humour, Louise unpacks:

• What causes vulnerability – and why it’s not just about age or health
• How to recognise signs of stress, confusion, or exploitation in your customers
• Practical ways to adapt communication and protect both your clients and your business
• Real-world examples from her work with scam victims and vulnerable consumers.

Whether you’re a technician visiting customers’ homes, a business owner managing a team, or just someone who wants to improve customer service, this talk will change the way you think about vulnerability and inclusion.

All information is correct at the time of filming. This video is taken from BPCA's Digital Forum 35, 22 October 2025

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