[Human Resources] Revolving Door

To say we live in a changing world is an understatement. As our world evolves and changes we are faced with the challenge of keeping pace and remaining competitive. Nowhere is that more apparent than when it comes to hiring and retaining quality employees, particularly as it relates to pest control service technicians. The cost of hiring can be draining on our resources and on our time. Perhaps most frustrating, when we do hire the right person and get them trained and productive, they often leave for greener pastures. The question is how do we hire the right person the first time and create a core of employees that helps us reach our business goals?
For the most part, conventional wisdom has failed us. What works for a Fortune 500 company may not work for a small pest control company with eight to 10 employees. What’s the solution?
First, understand what you are looking for in an employee. Create a “poster child” of the ideal employee for your company. What works for your competitors may not always work for you. A candidate may come from a larger company and have a strong background in your field but they may not be a good fit for your corporate culture. You have to ask, “What made my company successful to begin with and how do my employees mirror that in their performance?”
Most small pest control companies are testaments to a strong vision, hard work and many years of dedication. When your company started, there was a vision of success and a work ethic that moved it forward. Do your employees share that same vision? Do they mirror your ethics, your values and your vision of success?
Begin by looking at any long-term employees who have helped make the company successful. Ask yourself, “Why are they happy at my company?” and “Why have they chosen to stay here?” These questions allow you to begin creating a profile of a successful employee. 
Create a list of these behaviors and attributes and integrate them into your interviewing questions. Identify five key attributes that make for a successful employee. Score candidates for employment using these “must have” skills or behaviors. A candidate who has two or less of these skills will probably not make for a long-term employee.
Perform a thorough assessment of your employees. Find out what skills or personality traits they have that have made them successful? Beyond a strong work ethic, good attendance and compliance with your policies and procedures, what is it that makes them keep showing up for work every day? Here are a few ideas to help get you started.
Quality pest control technicians enjoy problem solving. A good technician not only takes pride in completing his or her route in a professional manner but they also gain a high degree of satisfaction from helping  customers identify situations and measures that may prevent future problems from occurring. A candidate whose understanding of the job stops at mixing chemicals and treating problems might tire quickly of their job and look for another one. Conversely, a candidate who likes to play detective will always view each account as a fresh challenge. The hidden bonus here is obvious. The customer service payoff is enormous. When a customer sees a high level of interest and commitment at the initial point of service they feel secure with their investment.

Quality pest control technicians keep current with techniques and practices. When a client asks me to interview a potential technician, one of the questions I always ask them is: “Do you like to read?” If they answer “Yes” I ask them what types of things they read. A candidate who has a certain hunger for knowledge will always be looking for new and better ways to do things. It means they will keep current on industry standards and look forward to continuing education opportunities. A person who enjoys reading and learning is a person you can train, especially if they have no previous pest control experience.

Quality pest control technicians exhibit empathy and an understanding for others. For all of our marketing and sales initiatives, the fact remains that we keep our clients because of that smiling face that shows up periodically to treat their facility or home. A successful technician is a person who understands other people. In some respects they are literally a “servant.” They come into a client’s place of business or home and treat it with respect. They are willing to listen to customers when they have problems and issues. They understand that everyone has a bad day from time to time. They must be able and ready to adjust to different people and personality styles because they live by the mantra “one size does not fit all.”

KEY STEPS. The ideas mentioned are three examples of the many characteristics that make a good technician. What other characteristics are important to you and your company’s success?
In order to create your “poster child,” keep the following things in mind:
1. Observe and talk to your current employees and find out what it is that keeps them coming back every day. What is it about their job that makes it exciting?
2. Find out what level of personal satisfaction your employees get from their jobs.
3. Gather your data and make a list that defines your ideal employee.
4. Create interview questions for your candidates that determine if they have the characteristics that will help make them successful in your company.
Once you begin this process you are well on your way to creating stability with your employees. As always, make sure that before you hire someone you check their references and perform a background check to make sure they are who and what they say they are.

The author is president of Jurkiewicz Consulting Services, Owensboro, Ky.