Have you seen this? The NYS IPM Program’s guidance for master gardeners, How to Talk to Callers about Bed Bugs (PDF), part of the resources collected here—do not miss the travel wallet cards (PDF).
Technicians who inspect and treat should be able to answer questions about bed bug biology and behavior as well as explain their plans.
Even if someone has already come to inspect and quote the job (some companies will quote over the phone, others inspect first and quote at that visit), technicians should always inspect before treating. At the very least, they should use a flashlight when inspecting. Proper inspection takes time and should not be rushed.
This document is rich with information and advice; please do take a look. I just selected the above quote for, oh, no particular reason.
These pages may be of related interest:
