Pest control is an industry largely made up of family businesses. Even some of the largest companies can trace their roots back to being family-owned and -operated. In the case of our business, we also consider our customers part of our family — and families bring us opportunities to do something special during difficult moments.
Key takeaways
- Redefining family: Treating customers as family members creates an opportunity to offer support during their health or personal trials.
- Empowerment without permission: Core values are only effective if employees are empowered to act on them immediately without waiting for managerial approval.
- The ROI of kindness: Acts of service, such as free treatments for customers in crisis, build overwhelming gratitude and long-term brand loyalty.
- “Servant-hearted” culture: True growth comes when an entire organization lives by a shared mission to serve one another above all else.
Doing the right thing
We are often made aware of the trials the people we work with are going through. When an employee loses a loved one, we send flowers and allow time for grieving. When a customer faces a significant health issue, we find ways to help.

Last month, a customer called to cancel her service because she had suffered a stroke and could no longer afford it. Omi Negron, one of our customer service representatives (CSRs), handled the call with extraordinary grace. Instead of processing a cancellation, Negron told the customer there would be no charge and that we would continue to provide service until the customer was well.
The power of a CSR’s kindness
All our phone calls are recorded. As I listened to this specific call, I had tears in my eyes. The customer was overwhelmed with gratitude and was crying, too, because of our CSR’s kind gesture. This wasn’t a scripted response; it was a human one.
We told the customer we would contact her again in six months just to check on her progress. These incidents define who we are as a company and reflect the true spirit of the pest control industry.
Empowering employees to lead
The most critical part of this interaction was what didn’t happen: Negron did not have to ask a supervisor for permission. She already knew we would be okay with her decision because it aligned with our identity.
A Culture of service
I hope that every ABC Home & Commercial Services employee knows that when we say one of our core values is “Servant Hearted,” we really mean it. God put us on Earth to serve one another, and I really believe pest control is one of those industries that allows us to do just that. By putting people first, we don’t just solve pest problems — we support our family.
<p>The post The servant heart: How ABC Home and Commercial empowers empathy first appeared on Pest Management Professional.</p>
from Pest Management Professional https://www.mypmp.net/how-abc-home-and-commercial-empowers-empathy/
Sacramento CA

