[2006 Technician of the Year Awards - Residential] Customer Driven

By putting his customers first, Luther Mosley of Arrow Exterminators is the 2006 Residential Technician of the Year.

In today’s competitive business environment, every company looks for an edge. Maybe it’s a unique product offering or a proven history and good reputation that sets one company apart from others. For Arrow Exterminators (dba Hughes Exterminators), Tampa, Fla., Luther Mosley’s customer service skills are truly tangible and translate into satisfied customers and additional revenue.

"I wish I could clone him," said Cathy Houde, office manager. "When we have an urgent situation, we call Luther because he is first on my list of ‘go-to’ guys.’"

After working with Mosley for eight years, she is impressed with his work ethic. His route covers approximately 250 stops per month in three counties, so he also works every other Saturday and one Sunday a month.

"I have the biggest route in the company, but it comes easy," Mosley said. "I just get up and do the work."

In fact, new customers referred to him from his route have been given to other service technicians in the company because the territory simply became too large and it was impossible to add more stops to his already large route.

LOW CANCELLATION RATE. "Luther takes skips and cancellations personally," Houde said. Upon receiving a notice, he will contact the customer to find out why. "He listens to his customers and does his best to resolve any issues they have with him or the company," Houde adds.

She estimates that his skills and genuine sincerity have kept his route operating with a less than 1 percent cancellation rate. That statistic translates into very real results. Mosley estimates that many of his customers have been with him for eight, nine or 10 years, the length of time he’s been at Arrow. The added benefit of the low cancellation rate is the increased referral rate. Just as invested money compounds and grows more money, great customer service skills can become word-of-mouth advertising that draws in new customers. As referrals are given to the five other technicians in the Tampa office, Mosley acts as a mentor, helping the other technicians continue the referral cycle.

TRAINING DUTIES. As well as encouraging the technicians to seek their own referrals, Mosley handles safety and educational issues as well. "He often speaks at monthly training sessions," says Houde, "with tips of the trade or trends he has recently seen out in the field." Additionally, he reminds technicians to check their safety equipment, especially respirators.

Even with his busy schedule, he will respond to other technicians in the field who may be having problems identifying pests or solutions or may need help with other matters.

With 15 years of experience in the pest control industry overall, Mosley has seen changes in the approach to service. He finds that educating customers is also an important aspect of his position. "I talk with the customers. I make the customer comfortable," he says. Many expect a thorough spraying, but Mosley talks to the customers, informing them about newer IPM methods.

"The chemicals are a lot safer for individuals, homeowners and the environment," Mosley said. He explains that baiting systems have been improved and non-chemical procedures are utilized with greater success. "I just want satisfied customers," he adds.

SERVICE BEYOND PEST CONTROL. "Luther’s customers adore him; we regularly get calls, letters and notes about his superior service and personality," Houde said. These items constitute a "Wall of Fame" at their office. Customers e-mail school pictures of their children to Mosley at the office. She jokes that he even has a fan club that sends him cakes and cookies.

Mosley downplays the attention. "I help my older customers," he says.

Routinely, Mosley assists with minor household chores such as cleaning air conditioning vents or ceiling fans, or changing light bulbs. "It’s important to be observant. Be a friend as well as a pest control technician," he said.

Even though this level of service demands more of his time, Mosley willingly helps, "even if that means working late or taking calls over the weekend," Houde said.

His positive attitude isn’t just for the customers. "In the office, he’s the ‘class clown,’" Houde said. "This helps maintain an upbeat atmosphere."

BACKGROUND. As a youngster, Mosley worked in the lawn care business. In college, he became a certified chef. Between assignments, he and a friend started working in the pest control industry. In 1996, he joined Arrow Exterminators. Combining his passion for working with people with the skills and experience he had gained in the other fields, Mosley found a good fit in the pest control industry.

"It comes easy to me and I like what I do," Mosley said. "I’m just an ordinary guy who needed a paycheck. What I have is a good career."

In addition to his duties at Arrow Exterminators, Mosley is a single father who raised his son from the age of seven. "My son just graduated from college and moved out," he said. "I couldn’t talk him into a career in pest control — he became a computer programmer instead."

Houde adds, "He didn’t let his busy work schedule keep him from attending school functions and many times being the only father at award banquets."

A RECIPROCAL RELATIONSHIP. It appears to be a win-win-win situation for Arrow, Mosley and the customers. "I’m getting paid for what I did as a kid," Mosley marvels. "My favorite part is getting up in the morning, going to work and servicing my customers."

"He is an all-around good guy," Houde says. "Even when no one is looking, there is an integrity you can depend on. That’s so rare today."

The author is based in Cleveland, Ohio, and is a frequent contributor to PCT.