[2007 Residential Technician of the Year] Breadth of Experience

Al Moore’s path to the pest control industry was slightly unconventional. Following graduation in 1973 from Tuskegee University with a degree in education, he joined the Peace Corps. Sent to West Africa, he taught high school science, physical education and coached various team sports for three years.

Upon returning home, he settled in New Orleans, serving as branch director for the local chapter of the Boys Clubs (now Boys and Girls Clubs) of America, running programs for team sports and arts and crafts, among other duties.

By 1980, Moore was ready to leave the nonprofit sector. He turned to the pest control industry, starting at Orkin in New Orleans as a termite inspector, and was promoted to a sales manager and then branch manager, traveling from Louisiana through branches in Mississippi and settling in Atlanta. After eight years with Orkin, Moore joined Sears Pest Control in Atlanta as a technical director.

In 1990, using the skills he had learned at Orkin and Sears, he founded his own pest control company, Guideline Pest Control, in Stone Mountain, Ga. “I liked owning my own business,” Moore said. “I liked being in total control, setting policy and procedures, and service standards.”

In fact, he joined the Georgia Pest Control Association and lent his expertise to that organization, serving as the first chairman of the Forms Committee. “We developed standard service agreements,” he said.

Moore stressed excellent service at Guideline, which he provided during very long workdays. “I worked on my own for nine years, then hired a part-time technician and office manager,” he recalls.

After five-and-a-half more years, Moore sold Guideline. “I didn’t have any family members to help grow the business. My kids weren’t affiliated with it at all,” he says.

MOVING ON. With 25 years of experience in the pest management industry, Moore joined Massey Services, Alpharetta, Ga., in 2005. “Massey is a great company with exceptional policies and procedures,” he said. “They care about their employees. What attracted me is that they’re a solid company with a focus on providing consistently outstanding service to all customers.”

Wallace Taylor, general manager of the Alpharetta Service Center, appreciates Moore’s knowledge of the industry and the various roles he has filled. “I have to admit I didn’t know his whole background, and while filling out the nomination form, I was floored by his experience.”

Taylor classifies Moore as a “quiet leader,” who approaches service very methodically. “His stops usually take a bit longer because he not only performs the scheduled service but takes time to communicate what he’s done to make sure every customer is satisfied,” he said.

TRAINING SKILLS. Massey also benefits from Moore’s deep knowledge and experience at weekly meetings. During these sessions, he shares industry updates and specifics about situations that have occurred in the field. “His industry experience can’t help but influence other technicians in the Alpharetta Service Center,” Taylor said.

“Al’s the oldest technician in my office,” says Taylor. “Sometimes older techs can be set in their ways. Not Al. When Integrated Pest Management (IPM) came about, he adapted to that, accepted it and moved on.”

KEEPING UP WITH CHANGE. “I was in the industry when chlordane was the solution,” Moore said. He appreciates IPM, with its emphasis on using fewer chemicals, and he believes there is more emphasis on technician training than there was when he entered the industry.

In fact, one of his proudest career accomplishments took place during his tenure with Sears, when one of his duties was training new technicians for their state license exams. “My classes always scored higher than Florida’s,” he recalled with a chuckle.

Moore also believes customers do more research than ever before. “I help my customers understand our Pest Prevention approach, including methods such as exclusion, traps and sealing,” he said.

STANDOUT SERVICE. Moore personifies excellent customer service skills, according to Taylor. “His motto is, ‘What’s best for the customer is the bottom line.’”

His route consists of approximately 200 customers, with eight to 12 calls per day. Since joining Massey Services, Moore has “significantly reduced customer cancels and has dramatically improved customer satisfaction,” says Taylor.

Taylor feels that Moore is the consummate service technician and ambassador for Massey Services. In addition to his energy and experience, Moore exhibits Massey’s core value for commitment to total customer satisfaction.
Moore also exhibits the Massey core value — commitment to the customer — in his everyday life, according to Taylor. Massey stresses that employees should add value to what they offer the customer. “I don’t have to preach this to Al; it’s just in him,” Taylor said.

“Al certainly has the technical skills, but he also has a built-in commitment to outstanding customer service,” Taylor added. “We’re extremely proud of Al and congratulate him on this well deserved award.” 

The author is a frequent contributor to PCT magazine.

Accomplishments
1973: Bachelor of Science, Education, Tuskegee University
1990-2005: Owned and operated his own pest control company, Guideline Pest Control
1999-2000: First Chairman of Forms Committee of Georgia Pest Control Association
2002-2003: Region Seven Director of Georgia Pest Control Association

Personal
Wife, Connie, married 14 years
Sons, Malcolm, 38, and Marcus, 33; daughter, Liva, 31
Four grandchildren (Iman, Mason, Katylynn, Miles); expecting fifth grandchild

Letter Perfect
According to Wallace Taylor, general manager, Massey Services, Alpharetta, Ga., customers who deal with Al Moore consistently take time to write complimentary letters. One customer wrote the following:

I’m writing to let you know how pleased we were with your technician, Mr. Al Moore, who came to our home on March 16, 2007.

Mr. Moore performed our initial pest prevention service and did an outstanding job. He was very thorough, did not rush and was very detailed in performing his work.

I wanted to write, though, to let you know that we were pleased with more than just the work he performed. I think the best way to describe it is in Mr. Moore’s demeanor. It is obvious that he takes pride in his job and exhibits a genuine desire to accomplish a job well done. His demeanor is what you want in a customer care/customer service specialist — businesslike, articulate, knowledgeable and professional. There are so few people out there who exhibit these qualities — so many who are just in a hurry to get the work done and check it off the schedule. It is so refreshing to encounter someone like Mr. Moore who takes pride in his profession.

I hope you will forward these comments up the line. Perhaps your corporate training personnel could get some input from Mr. Moore on his approach to his job and use it in your training program. I guess I should also mention attitude as well as demeanor. Mr. Moore has both in the “excellent category.”

Beth and Glen Kundert