[Improving Professionalism] Uniformity

In addition to proper training and equipment, many PCOs understand that a professional image includes uniformed technicians. That knowledge was further validated in a study by J.D. Power and Associates, sponsored by the Uniform and Textile Service Association.

Three points in particular highlighted in the study should be worth noting for any PCO considering a uniform policy. First, consumers are more likely to have confidence in and trust employees who wear uniforms. Second, consumers perceive the quality of services rendered as higher when an employee is uniformed. Finally, if price, service and quality are equal between two competitors, the consumer is more likely to purchase from the employee in uniform.

Dan Ebel, national marketing manager for Cintas Corp., a uniform supplier located in Cincinnati, Ohio, says that along with professionalism, uniforms can also signal recognition. He says a technician may approach a home, but the truck may be hidden from view. Once the customer sees the uniform, though, he or she will recognize the company name. Also, in commercial environments, such as food- processing facilities or pharmaceutical operations, security is an issue. A technician in a uniform is easily recognizable to the facility’s security staff.

Bettencourt Pest Control Inc., Fresno, Calif., was founded in 1983. "I used to buy five to six sets of clothes per employee per year and they would wash them at home," said Gary Bettencourt, general manager, "but this was not working due to clothes remaining dirty, clothes being worn a couple of days between washes, holes and wrinkles. We try to keep our image sharp."

UNIFORM SHOPPING. Generally, several options are available to companies looking at uniforms. A company can purchase uniforms for its employees, and the responsibility of washing and maintaining the uniforms lies with the employees. If that raises issues about proper handling and repair by employees, another option is rental. In a full-service capacity, the uniform company could pick up dirty uniforms on a weekly basis, replace them with clean uniforms and mend or replace uniforms as needed.

A pest control company should research options and vendors, and focus on the following five categories: 1) understanding the contract; 2) garment manufacturing; 3) inventory control; 4) garment replacement; and 5) comfort of garments.

As with any contract a company signs, a uniform rental agreement should be understood, including any additional charges or the procedure for ending the contract. Costs that could be incurred, such as replacement of lost articles, should also be discussed.

Determining that a supplier manufactures its own garments may indicate that the uniforms will be more uniform — that is, the same patterns will produce consistent fitting clothing each time. If a vendor relies on a third-party supplier, shortages or delays could hamper service, or ill-fitted uniforms could be uncomfortable.

When the weekly uniform changeover occurs, inventory control becomes crucial. It is important to understand how the supplier tracks company orders, and that the proper uniforms are returned. Find out if there is a way to double check orders. Another aspect to consider is the supplier’s turnaround time for new employee uniforms.

In addition, garment replacement rules should be discussed to determine the triggers for replacement, which could range from spots to rips that cannot be repaired. Ascertain the frequency of inspections for each garment, to make sure the supplier will help maintain a professional image.

In the pest control industry, technicians must be able to move freely, bending, stretching and crawling during inspections and treatments. Uniforms should be comfortable and long lasting, with material appropriate for hot summers or cold winters.

COST BENEFIT. PCOs who choose to implement a uniform program must decide who will pay — the company can absorb the entire cost, or split the cost with the employees or have the employees pay the cost. Keith Ruebeling, vice president of Larue Pest Management, Lehigh Acres, Fla., says his company implemented a uniform program when it was founded in 1978. "Our employees pay one half of the cost of the rental of their uniforms. It works out that we ultimately bear most of the cost due to changes in sizes and other expenses, but we simply set a price close to half when the employee is hired and deduct it from each paycheck," he said.

A company paying the entire cost is LadyBug Pest Control Inc. of Las Vegas, Nev. Mark Bowerman, general manager, said that LadyBug wants all of its employees to have a good appearance. Comments from customers indicate that they appreciate smartly dressed people working in their homes. Bowerman also says that uniforms have been in place since day one, 43 years ago when his grandfather started the business.

Ruebeling concludes, "All of our service and salespeople wear uniforms. The only people who do not are our office staff; however, we are getting ready to start providing shirts to them per their request. I think it helps in creating that team atmosphere throughout the company."