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Across 30 Google reviews, the single most repeated reason customers come back is that Terry doesn't manufacture work — one reviewer explicitly says he was called in after a competitor quoted thousands on a termite job, confirmed there was no active infestation, and charged nothing for the inspection. From the 24 reviews analysed, the family team structure (Terry on inspections, Adam assisting on treatments, Peta and another partner handling bookings) means most customers deal with the same small group of people each time, which likely explains why repeat customers are specifically mentioned in multiple reviews.