For the safety of all attendees, the in-person Annual Instructors Meeting (AIM) has been canceled. The meeting will take place as a virtual event. Those who have registered will receive more information via email when it becomes available.
Each of the attributes we’ve covered in this series on Emotional Intelligence (EQ) builds on the others. That is certainly the case with this fourth and final installment where we cover the element of Relationship Management.
Although there are some substantive differences during execution of the work, there is no denying that many of the core concepts integrated into the current standard of care for mold remediation come from the asbestos abatement industry.
Fires, floods, and landslides are devastating. After taking all possible measures to get people through these disasters safely, the next step is to assess the physical damage to properties. A fast and professional response in these situations is J&M Keystone’s specialty.
The Cleaning Industry Research Institute (CIRI) was founded to communicate science-based technical information and peer-reviewed research findings about cleaning and restoration of the indoor environment.
PHOTO: ISTOCK.COM/OLM26250
We asked Pest Management Professional’s columnists and editorial board members to share their most unusual tactic to retain a customer. Here are some of the experts’ responses — including a few extra that didn’t make it into our July 2020 print edition. Please share your advice in the comments below or send your comments to pmpeditor@northcoastmedia.net.
Greg Baumann: One high-end customer who was about to retire thought DIY was really fun. Because his 8,000-square-foot house was pest-free — thanks to our efforts — he was considering doing his own pest control. Our technicians made every effort to get to know this customer, his children’s soccer teams, and even his pets so that we became part of his “family.” We knew the family was from Philadelphia, Pa., originally, and we knew they reminisced frequently about cookies from a bakery in South Philly. We ordered a tin of cookies and had it sent to them as a thank-you for their years as a loyal customer. They hand wrote a thank-you note stating they would stay on as a customer because any company as committed to knowing their customers deserved their business.
Pete Schopen: My second year in business, an elderly lady called me on Christmas Eve. She was crying hysterically and literally calling me from her dining room table. She saw a mouse run across her kitchen floor, jumped up on her table and had been calling companies for 45 minutes. I was the only person to answer. It was 6 o’clock at night and my wife and I were hosting 22 people for Christmas dinner. I turned to my wife and told her I needed to help this little old lady. She’s been a quarterly service client with Schopen Pest Solutions for the past 12 years!
Michael Broder: We stained a rug with expandable foam in a new property that already was considering cancelling. I knew the time delay in dealing with an insurance claim would further upset the customer and put this account in jeopardy. I went there myself to clean it up, and the customer was just so impressed that the owner of the company was on his hands and knees cleaning her rug, we turned everything around.
Paul Hardy: As many will remember, Orkin’s policy was to continue servicing as a VIP account, meaning no pay if the customer was leaving because of a service issue until he or she was happy with our service. Many know that, as senior technical director of Rollins/Orkin, I, as well as many other senior management employees, have traveled free of charge to wherever to attempt to make unhappy customers happy with Orkin’s services.
Frank Meek, BCE: With only 24-hour notice, I got on a plane and flew to a customer’s location to personally conduct the service with the service technician and branch office.
Dr. Faith Oi: Remember, not every account is worth saving. In general, the University of Florida Institute of Food and Agricultural Sciences Extension cannot force anyone to take our recommendations. All we can do is “lead the horse to water” and let them know that we will be here when they — or their attorney — needs us.
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IMAGE: BASF
Featuring advanced pressurized technology, PT Wasp-Freeze II is specially formulated to provide instant knockdown of wasps and hornets. The spray can travel 15 feet, providing applicator safety, and its residual activity ensures nest elimination. PT Wasp-Freeze II is formulated with a high dielectric strength and exhibits no breakdown up to 49,300 volts and no arcing at 35,000 volts. Knockdown is quick so no stinging pheromone is released, reducing the possibility of stings.
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I laugh a little to myself when I look back at some of R&R’s final articles of 2019. Several revolved around industry trends and predictions for the year to come. No one could have predicted what actually lay ahead for all of us.
PHOTO: GRIZZLY AUTO
You may recall that not long ago, a rabbit jumped out of the hood of my 2013 Ford Flex. Even if you don’t, I sure do — it cost a lot of money to repair the chewed wires and hoses, and shook me to the core to think how I tooled around town for at least three hours with no idea that it was hitching a ride (although wondering why my heat system was not blowing hot). Ah well: It lived and I got a magazine column out of it.
I say all this because the Detroit Free Press recently ran an article about an increase in rodent sightings under vehicle hoods — and if not the pest itself, the destruction it leaves behind. As the article coyly notes, “Varmints are searching elsewhere for food and your engine could be it. Some car brands, such as Toyota, use soy-coated wiring, which can be a delicious treat to a rodent.”
Sadly, the “expert suggestions” in the article don’t include call a pest management professional to help prevent your Buick from becoming a rat’s AirB&B. But they did offer a few good pointers you can pass along to any customers concerned about this trend, including:
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In part 2, Annissa continues the conversation with artwork expert Jean Easter, who gives some more really good tips for handling intricate, complicated, and valuable artwork restoration that will enable restorers to become better at what they do. Always lift furniture from the bottom!
LOGO: SPECIALTY CONSULTANTS
On Aug. 1, Specialty Consultants, a Jacksonville, Fla.-based market research firm serving the structural pest control, turf and ornamental, and other specialty markets, will celebrate its 20th year in business.
It was founded in 2000 by Gary Curl, whose career includes 25 years of developing products, marketing, and managing businesses in the specialty products arena. Curl’s partner in the company is Rich Kalik, who has more than two decades of experience within the specialty markets, while holding roles in marketing, sales, communications and logistics.
Specialty Consultants regularly publishes in-depth syndicated analyses of leading professional product markets. It also works one-on-one with individual clients to develop custom research. Recent proprietary studies include:
Its next strategic analysis on the professional pest management industry is scheduled to be released in March 2021. Findings from its most recently published report, as reported by PMP in April, include:
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IMAGE: CRAWLSPACE DEPOT
CrawlSpace Depot now offers Always Be Clean EasySnap single-pack hand sanitizers. Exceptionally convenient for technicians who always have their hands full, the EasySnap packs can be bent and opened with just one hand for a complete cleaning. The small single packets also fit anywhere – in a pocket, wallet, even a cell phone case. Always Be Clean is a premium fragrance-free sanitizing gel produce manufactured in accordance with federal guidelines for antiseptic rubs. It contains 73 percent ethyl alcohol as its active ingredient.
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PHOTO: MARCHMEENA29/ISTOCK / GETTY IMAGES PLUS/GETTY IMAGES
Editor’s Note: This is the third part of a four-part series in which Dennis shares benchmarks that ensure his company is on the path to growth. Read Part 1 and Part 2 now.
I am addicted to growth. I am a firm believer that if you are not growing, you are declining. If you are not growing, it is harder to make a profit and pay your bills. It is harder to find employees and keep customers. And just in general, life is not much fun.
I shoot for double-digit growth every year, ranging from 15 percent to 30 percent depending on the circumstances. In a company’s early years, it is easier to grow at a higher rate; when you get bigger, the percentages generally are lower. The amount of growth depends on many factors, but the biggest factor is you, the owner.
I recommend becoming involved in our industry. People share at a national level way more than they do at a state or local level, where some of those people gain the customers you lose. I love having local friends, but when you have buddies across the nation, they will open their doors to you and share exactly how they grew their businesses.
Remember, it is not about what you know, it’s about what you do with what you know.
Back in 1980, my dad believed labor should be at a total of 40 percent. Honestly, we aren’t there anymore. But shooting for between 43 percent and 45 percent, depending on your service mix, is still attainable.
Remember that this has to include you. Owners should never take a salary of more than 4 percent of gross revenue. When that is not enough for the owner to live on, the owner must “earn” more money by providing services or making sales to make a higher income. This is the No. 1 determining factor in whether your business is profitable. You will find that for every 1 percent you are over 43 percent, it will cost you another 2 percent in other areas. Materials, vehicles, insurance and more will go up incrementally when your labor costs are too high.
Many companies are able to keep the number for materials and supplies lower than 6 percent. I have no beef with them, but I do feel it takes about 6 percent to keep your service level high and customers happy because of the effectiveness of your service.
Keep in mind that when you enter other lines of service, you will find that materials in other areas may cost much more than 6 percent. In those cases, you combine labor and materials. As materials go up, your labor percentage comes down. For example, if you go into lawn fertilization, your materials will be about 10 percent, which means that you may only be able to pay about 17 percent for commissioned labor.
Accounts receivable (A/R) is the lifeblood of your business. Thirty days means the total that is owed to you is equal to the revenue (plus tax) you produce in 30 days.
Early on, I had a bunch of apartment complex accounts that paid slowly at best. My A/R was at
90 days. Those days were filled with vendors calling my office constantly, demanding money I did not have. Why didn’t I have it? Because my customers still had it.
You deserve to be paid for the services you perform, on a timely basis. If you are over 30 days, life is difficult. Conversely, if you are under 30 days, life is good! When your A/R is healthy, banks will be much more likely to loan you money for vehicles, for expansion and for unexpected needs.
Aim to get to something in the low-20 days or better. How?
JENKINS, who rotates this column with his brothers Bobby and Raleigh, is president of ABC Home & Commercial Services, Dallas, Texas. He can be reached at djenkins@abcpest.com.
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IMAGE: CONTROL SOLUTIONS INC.
Doxem IG, a new insect granule from Control Solutions Inc. (CSI), is an excellent addition to pest management indoor and outdoor baiting protocols. Outdoor insect baiting is popular for pest management because they are target-specific, economical, use less active ingredient, and are ready to use, so no mixing is required before application. Doxem IG is designed for tough-to-manage indoor pests infestations, too. It is highly attractive and efficacious against many target pests such as cockroaches, crickets, ants and earwigs, the company says.
The post CSI: Doxem IG Cockroach & Occasional Invader Bait appeared first on Pest Management Professional.
John Smith
Industry veteran John Smith has joined AMVAC Environmental Products (AEP), an American Vanguard Company, in the newly created position of vice president of commercial operations.
In this role, Smith oversees all marketing, branding, sales, and key account management for AEP’s products and technologies in turf, ornamentals, pest control, and public health. AEP’s product portfolio for the environmental and professional sector includes Nuvan, Dibrom, Turfcide, Navigator, Wisdom, Premion, Previa, ProVerde, and SurePyc IQ, a new dual-action, broad-spectrum herbicide for turf and lawncare.
Smith previously spent nine years leading the professional products team at WinField United as director of marketing. He also served a nearly five-year term as a board member for RISE (Responsible Industry for a Sound Environment). A current resident of the Minneapolis-St. Paul, Minn., area, he will transition to AEP’s offices in Morrisville, N.C.
“John is highly regarded in the industry and a perfect addition to the new AEP management team,” AEP CEO Shayne Wetherall said in a news release. “He has a strong record of working closely with key industry groups to promote engagement and stewardship. His commercial experience, winning attitude, and commitment to quality will enhance AEP’s ability to meet the needs of our professional customers and channel partners.”
ABOUT THE COMPANY
Founded in 1969, AMVAC operates four manufacturing facilities in the U.S. that provide flexible production of quality products with a solid record of safety and regulatory compliance. The company develops, manufactures and markets agricultural and commercial products for crop protection, non-agricultural and public health applications. AMVAC’s product development capabilities include new product acquisition and/or licensing for U.S. domestic sales and worldwide product distribution.
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Orkin Australia, a subsidiary of Atlanta, Ga.-based Rollins Inc., acquired Adams Pest Control Pty Ltd, the largest independent pest control provider in Australia. Terms were not disclosed.
Founded in 1944, the company will join the Orkin Australia portfolio of brands alongside Allpest, Murray Pest Control, Scientific Pest Management and Statewide Pest Control. Peter Taylor, director and general manager of Adams Pest Control, joined the Orkin Australia team with the acquisition.
In other Rollins news, the company recently released financial results for the second quarter of 2020. According to a news release:
Rollins anticipates revenue growth for the quarter to reach low to mid-single digits over revenues for the second quarter of 2019, while residential pest control revenues are anticipated to reach high single- to low double-digit growth over revenues for the second quarter of 2019. While we experienced challenges in our commercial pest control business during the quarter, as pockets of the economy begin to recover, we have been encouraged by improvement in parts of our commercial pest control business. Our new service line, VitalClean disinfectant cleaning service, has been a contributor to this improvement.
Growth in our new residential pest control customers has been attributed to Rollins’ experiencing multiple record setting sales days during the second quarter in the Covington, Georgia call center.
Eddie Northen, Rollins Chief Financial Officer and Treasurer stated, “There are still more unknowns than knowns for the future; however, for the second quarter we have seen strong improvement in our residential service line accompanied by appropriate cost containment for our revenue levels.”
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Larry Yaffa, CEO of Detroit-based Brilar, sits down with LM Senior Editor Abby Hart to talk about how the company is adjusting its goals for the second half of 2020, and how it celebrated being on the LM150 for the third year in a row.
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Logo: Sperber Landscape Cos.
Sperber Landscape Cos. (SLC) expanded its presence in the Florida market with its newest addition: Greenscapes of Southwest Florida. Terms of the transaction were not disclosed.
Headquartered in Naples, Fla., Greenscapes President Linda Nelson will continue to lead the company.
“The addition of Greenscapes comes with a lot of excitement for us as we build upon our presence in Florida,” said Richard Sperber, SLC’s managing partner. “Linda Nelson and her management team are some of the best in the business. I’ve been impressed with their attention to detail on each project and how that has led to loyal and happy clients across the board.”
In February, Sperber partnered with Top Cut Lawn Service in Palm Beach County, Fla.
Greenscapes of Southwest Florida has been in operation for more than 50 years and has built a large commercial maintenance portfolios in the state.
“We know that by partnering with Sperber Landscape Cos., we are able to provide even greater resources to our clients and create even more opportunities for our team members and for the future generations to come.” Nelson said. “This is a much-celebrated partnership for Greenscapes.”
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Greg Herring, CEO of the Herring Group, recently hosted a webinar on the Payment Protection Program, established by the CARES Act, and how to apply for loan forgiveness.
The 50-minute webinar included Herring’s observations on the PPP Flexibility Act, a question-and-answer session and surveys of the attendees (example: 84 percent of attendees reported their companies require employees to wear masks.)
Herring reminded attendees early on that things can change quickly with anything in regards to the CARES Act. In fact, the morning of the presentation, a quick check of the U.S. Treasury’s website proved his point, as some changes were posted overnight that necessitated a quick update to his presentation.
The good news, Herring said, is that he believes that almost all lawn care and landscape companies who accepted PPP loans will qualify for 100 percent forgiveness. “With a little bit of paperwork, you’re going to see a nice benefit here,” he said.
Herring is advising all companies to submit their paperwork for forgiveness as soon as is reasonable, after eight weeks or 24 weeks. He noted that with an election on the horizon, there could be change in Washington, D.C., which could complicate matters.
“There’s the possibility of changes in the executive branch … some people are concerned about that, I think rightly so,” Herring said. “It doesn’t mean there will be an adverse change, but if there is a change in the administration, there could be changes in the review process for PPP loan forgiveness. I have one client who even though they are about 10 percent short of 100 percent forgiveness, after eight weeks, they’re going to go ahead and apply (for forgiveness) and pay back the 10 percent because they don’t want to wonder about the uncertainty of what the election could do to this process.”
Herring addressed the concerns some of his clients had if the numbers of their full-time equivalent (FTE) employees have been down since the pandemic. His short answer: no worries.
“The big idea here is, if your FTEs are down, unless they are down enormously, you’re not going to have a forgiveness issue,” Herring said. He also said that even if FTEs are down enormously, it still might not be an issue. The key, he said, is if the company tried to hire new employees. If yes, they are in the clear.
Herring shared the PowerPoint presentation with attendees following the webinar, including notes on things to look for on the loan forgiveness application. Herring wrapped up the webinar with a warning that companies should prepare themselves for a “long slog.”
“Be ready for a long slog, mentally,” he said. “Some of you are runners. You run differently if it’s a sprint or a marathon. Do everything you can to keep yourself and your employees healthy.”
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Illustration: yuoak / DigitalVision Vectors
With the recent coverage on issues of social injustice, the question that comes to my mind for our industry is one of diversity in our leadership.
I want to answer the question: Is diversity good for the landscape industry and good for your business?
Boston Consulting Group did a study two years ago on how well companies perform that have “diverse” leadership. They studied more than 1,700 companies and found that those with diverse leadership grew on average 19 percent faster.
These companies were more innovative and had a stronger response to market changes.
First, take a look at the concept of “diversification.”
We all know it’s a powerful business strategy, whether you are investing in the stock market or diversifying your client base or your product offerings.
It’s also good for agriculture, common in nature (biodiversity) and even in English gardens.
Let’s define diversity — it means a diverse group of minds, ideas and approaches. It can apply to sex, color, religion, educational background or even “green industry” background.
Forbes magazine was quoted as saying that diversity “allows teams to find a solution that takes into account multiple angles to the problem, thus making the solution stronger, well-rounded and optimized. Therefore, diversity is key for a company’s bottom line.”
It boils down to this: What is your chance of maximizing growth and innovation if you build a team where everyone already thinks, looks and acts like you?
Teams that are a monoculture tend to develop “group think” (where the group is afraid to develop contrary opinions) and tend to make mistakes easier and get stuck in the status quo.
The main challenge is in the actual hiring. It’s not easy because we are more comfortable hanging out with people who think the way we do, and enjoy the same things we do. So it takes pushing yourself out of your comfort zone.
Obviously, you need people who match your business values, but they can come in all sexes, shapes, sizes and colors.
Stay safe this year, and let me know how it goes building up a stronger and more diverse leadership team.
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IMAGE: NATIONAL PEST MANAGEMENT ASSOCIATION
As we announced in May, the annual National Pest Management Association (NPMA) Academy event, sponsored by Corteva Agriscience, has shifted to a virtual format. NPMA and the Leadership Networking Community, the group that hosts Academy, are committed to making this a successful event packed full of innovative programming and high-energy team-building opportunities.
Instead of three days of programming, we decided to turn Academy into a virtual eight-week program. It begins on July 9, and runs through Oct. 8, with events taking place every other Thursday from 3 p.m. to 4:30 p.m. EST. Each session is approximately 90 minutes long, and includes a variety of keynote presentations, interactive team-building tasks, and Learning Lab breakout sessions focused on business management.
Academy 2020 will offer something for everyone. Participants have the option to choose full registration at reduced pricing to include all eight sessions and be placed on a team, similar to the original face-to-face format. Or participants can choose the new a la carte registration, and pick which sessions appeal to them and fit their schedule. This is the perfect opportunity for those who may not have had the chance to attend Academy before to experience the energy of the event. It also means that if you’re reading this after July 9, you can still experience many of the sessions.
Kenyon Salo, known as the “James Bond of Motivational Speaking,” will show Academy attendees how his three simple concepts of living “The Bucket List Life” will guide you to fulfillment on your lifelong journey. During this highly energetic, engaging presentation sponsored by Corteva Agriscience, you will learn how to create phenomenal experiences, share powerful stories, and help others along the way.
Galen Emanuele’s dynamic keynote, sponsored by Syngenta, could profoundly affect the way you communicate with and lead your team. Through simple skill-building activities, Emanuele will teach Academy participants how to create a cohesive “Yes, And” culture to skyrocket team performance and engagement. You will laugh and learn, coming away with new, powerful tools to enhance your leadership abilities, self-awareness, emotional intelligence, and capacity to drive exceptional culture within your organization.
Academy 2020 will have three blocks of Learning Labs instead of two. Sponsored by BASF, the interactive labs allow participants to share ideas and gain a new perspective on how to better manage their businesses and employees. This year’s topics include:
If you ask a past attendee about Academy, you’ll hear about the Academy Olympics and fun networking opportunities. Attendees who choose the full registration option this year are assigned to one of the Academy teams, and will compete in a variety of games throughout the virtual conference.
You might be wondering, “How will we be able to compete as teams if we are only seeing each other virtually?” While the games may look a little different, the goal is to have the Olympics function similar to a typical face-to-face Academy. Full registration participants will still be assigned to a team, and will have team captains to help guide them through this new process.
If you have ever had Academy FOMO (Fear of Missing Out), this is the perfect opportunity to join your pest management peers for what is undoubtedly going to be an Academy to remember for years to come. Check out the full program and flexible registration options at Academy.npmapestworld.org.
STUMPF is the chief executive officer for the National Pest Management Association. You can reach her at dstumpf@pestworld.org.
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IMAGE: BIRD BARRIER
Become a certified bird control expert from the comfort of your home: Bird Barrier offers free online live-training courses to individuals and companies interested in bird control. Its six modules cover a wide range of topics, including selling and estimating projects, in-depth looks at Optical Gel & StealthNet, as well as general overviews on products and techniques. The Carson, Calif.-based manufacturer uses a multi-camera setup that streams live hour-plus long sessions straight to any device. Spots fill up fast, so look for scheduled classes on Bird Barrier’s social media platforms and the link below.
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Elissa Kaplan
AP&G Co. has hired Elissa Kaplan as director of enterprise planning to support its growing Catchmaster product line.
“I am looking forward to this new challenge with the Catchmaster team,” Kaplan said. “I will draw upon my previous IT project management experience to facilitate a better working dynamic, eliminate pain points and help cross-functional teams to work better together.”
Kaplan’s primary focus will be process improvement and streamlining procedures to help move product from inception to customer’s hands faster.
Kaplan joined the management team at the Bayonne, N.J. office, reporting to Jeffrey Frisch, VP of operations.
“With the addition of a director of enterprise planning, we look forward to newfound efficiencies that will help us to better serve our customers,” Frisch said.
Prior to joining AP&G, Kaplan spent 15 years in project and program management and process development most recently at The Vitamin Shoppe and previously at Toys “R” Us. She served as project manager for new product development.
ABOUT THE COMPANY
AP&G, a manufacturer of products for rodent, insect and mosquito management, was founded in 1952 as Atlantic Paste & Glue in Brooklyn, N.Y., by Moses Frisch, an immigrant chemist from Hungary. Steve Frisch, current president and CEO, joined his father in 1972, after graduation from Brooklyn College. The third generation of the family working at the business today includes Jonathan Frisch, VP of sales and marketing, and Jeffrey Frisch, VP of operations.
In 1977, AP&G introduced the Catchmaster brand, which led to its focus on developing adhesives for pest management applications. Its products continue to be American-made, and the company currently supplies more than 70 countries worldwide.
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IMAGE: WOODSTREAM
TERRO Fruit Fly Traps are available from Woodstream in an economical, professional bulk pack containing 12 traps and lures (#T2512). These attractive and highly effective, apple-shaped traps are designed for increased fruit fly interaction and performance. Traps containing the proprietary improved food-based non-toxic, non-staining lure can be placed anywhere fruit fly activity is seen, including bars, restaurants, wineries and kitchen areas. Once flies enter the trap, they cannot escape. Each trap lasts 45 days, and features several see-through windows to easily monitor catch activity.
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PHOTO: HANIBARAM/ISTOCK / GETTY IMAGES PLUS/GETTY IMAGES
Now that we in the pest control industry are starting to recover from the emotional stress of COVID-19, this a perfect time to look at where we go from here.
Being a strong supporter of the industry, I wrote in previous columns that my bets were on the industry to survive and prosper. I was right. The future, though, requires that we look at the lessons learned earlier this year to embrace change and use this as an opportunity. Here are two important takeaways:
1. Managing pests we can see is still our core industry. Now is the time to step back and critique your business model. If your service is the same as when Granddad started the business, use this time to reinvent your company’s services. We all know that the best retention tool in a business is the customer-facing ambassador: the technician. If you don’t agree, switch out technicians on an established route and be ready for inquiries as to whether Sally is OK. Technicians become part of your customer’s family, whether the customer is residential or commercial. That is why managing turnover is so important.
Are those days fading, though? Does the next generation of customer really want that relationship? Do they care? Is this a good time to change up the way your pest control service is performed?
Years ago, pest management service concepts were turned upside down when some companies started offering quarterly, or even annual service. Naysayers thought that was impossible. Yet the fear that customers would reject a hefty periodic fee instead of a small monthly fee turned out to be unfounded.
The concept was revolutionary because it shifted pest management companies from being paid to apply chemicals to being paid to apply knowledge and care. That knowledge and care is the basis of service today. Customers still felt connected to the company, even if they didn’t see their service technicians as often.
2. Pests don’t know what down time is. Accounts that haven’t been serviced for some time will need attention. Anecdotally, more than half of the industry is performing disinfection work now, incorporating it into a permanent service line option. The industry already is looking ahead. This also could be a good time to think about exterior-only service, with interior-only as needed or annually.
With people returning to work, including many dual-income households, residential exterior-only service works. There is a misconception that you must cut your service fee dramatically if you only service outside, the idea being that you are only doing half the work. If you wish to be considered a chemical delivery service, then cut the rate; however, it is more likely that you are providing knowledge and care to solve pest problems using your expertise.
Start by removing webs. Then inspect thoroughly around the exterior. Then apply a first barrier to critical areas near the foundation and around doors and windows. Then treat several feet out as needed if inspection results warrant. Finally, apply granule or granular bait as the third line of defense. You will be providing service based upon your knowledge and expertise.
Things change fast. Most people hadn’t heard of Zoom until this year; now nearly everyone has used it with co-workers, family or friends.
Customers are evaluating and reinventing their lives, values and goals as well. Spend time to learn about your next-generation customers. Talk to them to understand their needs, with adjustments such as the best time to visit the account. In some high-tech markets, companies send technicians in the early evening to meet the work schedule needs of local homeowners. Be flexible.
The pandemic has expedited change that would have taken much longer otherwise. Use the time to introspectively look at your company, evaluate and adjust.
BAUMANN, a PMP Hall of Famer (Class of 2013), is VP of technical services and regulatory affairs for Nisus Corp., Rockford, Tenn. He can be reached at gregb@nisuscorp.com.
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PHOTO: DEEPSPACEDAVE/ISTOCK / GETTY IMAGES PLUS/GETTY IMAGES
The team at the Agricultural Research Service (ARS) Bee Disease Diagnostic Service in Beltsville, Md., were recently called upon to solve a mystery — uncovering new pollinator behavior in the process.
According to a news release, a state apiary inspector found unusual insect cocoons inside cells of a beekeeper’s honey bee colony in Ohio. She sent two pieces of comb to the ARS team for possible identification, over concern that the cocoons could represent a threat to the honey bees.
The cocoons were brown, about 3/8 inches long, and had a hard black spot resembling a nipple at the end. They were strongly attached to the cells, with bee wax on both sides of the comb. The water-resistant cocoons were wrapped in a thin layer of brown silky threads; they were hard to cut open.
The team was able to identify the cocoons as those from the horned-face bee (Osmia cornifrons). This solitary mason bee is native to northern Asia, but has been in the U.S. since the 1970s. It is more docile than honey bees or bumble bees.
Until now, however, horned-face bees were never reported as cocooning in honey bee colonies. About 40 cocoons were found in the colony, which researchers say is more than one female bee can produce alone. Thus, this wasn’t the act of a single confused horned-face bee. But the “subletting” does not seem to have had a negative effect on the honey bee colony. They published their findings in the April 14, 2020 edition of Journal of Apicultural Research.
The ARS team says it’s important to stay vigilant for any unusual activities in honey bee comb. This finding will also help researchers explore the possibility that horned-face bees will reproduce in other unusual materials.
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PHOTO: ANTHIACUMMING/E+/GETTY IMAGES
The concept of “talking the talk” is nothing new. It is born of our daily interactions, experience and observation when dealing with other humans. Think about it carefully, and draw upon your own recollections.
Let’s say you were speaking with a mechanic about needed vehicle repairs; a contractor about work to be done; or an appliance repair technician about services to be conducted at your own home. It’s fair and reasonable to state that during these conversations, the professionals demonstrate their knowledge and expertise regarding their craft. The average consumer is not going to sign a service contract with any person who fails to adequately demonstrate suitable professional knowledge.
Similarly, every pest management professional (PMP) has the opportunity to demonstrate superior knowledge, expertise and professionalism when communicating and interacting with consumers on a daily basis. The opportunity to succeed in this arena is open to anyone who wishes to avail themselves of the various educational opportunities that are widely available and will set them apart from others.
Below are a few exemplary industry terms that may be added to any PMP’s internal glossary, with examples of their use. Learning the meaning of these terms and adopting their use in your industry-related daily vernacular will help you stand out as an industry professional:
Of course, the above is not an exhaustive list of industry terms that individuals might consider to enhance their professional reputation in communicating with customers. Some may be old hat to you, while others may be new. You might even have additional terms that spring to mind. If so, I invite you to add to this list in the comments below.
BELLO is president of PJB Pest Consulting & Education based in Alpharetta, Ga. He has more than 40 years of industry experience.
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Dr. Christine Rutter
It’s snake season, and while most of your customers are probably wary of encountering one themselves, they may not think about the risk some snake species pose to their pets.
In a news release, Dr. Christine Rutter, a clinical assistant professor at the Veterinary Medical Teaching Hospital at Texas A&M University and emergency/critical care specialist in College Station, said snake bites to pets are very common, but the majority of cases are not lethal when the owner seeks immediate care. Still, even dead snakes can bite, and should be left alone.
Bite cases typically begin rising in March, Dr. Rutter said. Bites to dogs typically occur on or around the head, while cats are typically bitten in the front paws. Identifying the snake will help veterinarians with treatments, but instead of trying to handle the (usually agitated) biter, she suggests taking a photograph if possible.
Signs of a snake bite can include localized pain, bruising and swelling, or one or two small wounds trickling blood, she said.
Dr. Rutter said it is nearly impossible to totally prevent snake/pet encounters outside the home. But here are four easy reminders to share with your pet-owning customers:
“If your pet is interested in something in the shrubbery, that’s typically not good, so you should probably stop the interaction,” Dr. Rutter said. “Whether it’s an armadillo or a snake, that’s an encounter I don’t recommend.”
Dr. Rutter said snake bites are one reason she recommends pet insurance for emergencies.
“Emergency and critical care can be expensive,” she said. “Throw in the cost of anti-venom, and that can turn a pleasant afternoon into a bad day.”
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