[AT WORK]
BOB KOIDE >> In the pest-control industry right now, we're talking about "mosquito reduction." It's difficult to totally eliminate them. Look at this cooler here filled with rain ... every house has something that traps water. We take an integrated, step-by-step approach at Environ Control. First we inspect for the breeding sources. Your plants may have to be cut back to remove standing water and let sunlight in. Exterminator
Bob Koide trains his staff to be vigilant
at customer service and pest reductionIn the past, we would have been spraying pesticides. That was the norm. Not today. The consumer is more educated about dangerous chemicals. They give good results but there are too many concerns about the environment, safe application, safety and liability. Chemicals are risky.
People are buying anything and everything to control mosquitoes. But you have to weigh the pros and cons of whatever you're using. The customer hires us to solve a problem. We tell him what we're going to do and what to expect. When we get good results, it shows that our procedures are correct. That's satisfying.
The hardest part is maintaining quality and keeping everyone motivated to be consistent. We train, we talk, we discuss constantly. Anytime we see a drop in performance, we address problems right away, because if you don't, it's a bigger problem next time. Did we forget to replace the cap on the Sentricon station? Did we answer customer complaints? Could we have cleaned up a yard better after a job? We can't take for granted that everyone -- office staff, technicians, sales staff -- knows how to be consistent. I remind myself it's human nature to be lax sometimes, but it's my job to keep everyone on track.
Put yourself in the customer's shoes. Not everyone is happy every day. A problem can be turned around with a little compassion.
AT WORK is a weekly feature that shows and tells what people do for a living in their own words. Send comments and submissions to business@starbulletin.com.