Скачать или смотреть Consumer vulnerability: recognising the signs, reducing the risks | Louise Baxter MBE, TrustMark

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.

📺 Watch to learn how a few simple changes – from clearer language to a bit more empathy – can make your business stronger, fairer and more trusted.

🎓 Part of the BPCA Professional Development series for pest management professionals.

🔗 Learn more about BPCA and pest management best practices:

About - https://bpca.org.uk/about​​​​
Training - https://bpca.org.uk/training​​​​
Membership - https://bpca.org.uk/membership​​​​
CPD - https://bpca.org.uk/CPD​​

📩 Got a technical query? Contact us: [email protected]

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