Scratchers

Sam Bennett and Dan Schieber have a combined 20 years of experience as pest control technicians. So when they started their own pest control firm in 1990, they already knew how to treat customers.

"Our goal has always been to provide our customers with superior service," says Sam Bennett, president of Bennett-Schieber Pest Control of Greenville, S.C. "From our treatment techniques to the products we use, we believe in offering top-quality service."

The Bennett-Schieber commitment to quality has helped it grow into a $160,000 business providing customers with termite and general pest control. And nowhere is this dedication to quality more apparent than in the firm's flea control program.

THE PROGRAM. Bennett believes consistent, effective flea management in and around homes requires a carefully organized and executed program. "Our program consists of thoroughly inspecting the customer's property, informing the customer of what we found and how they can help us solve the problem, and executing a three-step treatment program," he says. Bennett believes all three phases are critical to success.

An incomplete inspection will doom even the best flea treatment program. "To be successful, you've got to find the source of the flea problem and treat that area or areas," Bennett says. "A complete in-spection is the only way to search out the source."

Thorough inspection is also key to the integrated pest management philosophy that Bennett-Schieber follows. "We don't believe in broadcast treatments," Bennett says. "We believe in treating where the fleas are so you use insecticides only where they're really needed."

"The customer wants less chemical in the environment, and we do too," Bennett emphasizes. "We are firm believers in IPM. We do not put out product unless there is an infestation."

Bennett inspects both inside and outside the customer's home. Inside, he pays special attention to carpeted areas, pet bedding areas, closets and areas where there might be pet debris as well as underneath furniture and beds.

Bennett also conducts a thorough inspection outdoors of shaded areas around the home and all places to which pets have access.

INFORM, INFORM, INFORM. Bennett believes a critical factor in each program's success is the need to communicate with and enlist the customer's help. "Informing the customer of what to expect from you in terms of treatment, and of what you expect of them in terms of preparation, is vital to your success," he says.

Bennett sits down with a customer and covers the basics of the flea life cycle along with steps to an effective flea management program. "We tell them what we found during the inspection and exactly how we plan to take care of their problem," he says.

When explaining the flea life cycle, Bennett emphasizes that no insecticide will kill the pupae present during treatment, so some adult fleas will emerge for seven to 10 days following treatment. He explains that the residual action of the products he uses will take care of this problem.

"To reduce callbacks we inform customers that seven to 10 days are needed to establish control," he says. By properly setting customer expectations, callbacks have virtually been eliminated.

Another important component of any successful flea program is the cooperation of the homeowner. Bennett emphasizes the homeowner's role in the overall success of the flea control program. "We explain that we need their help in eliminating their problem," he says. "We tell them we have certain expectations of them in terms of preparing for our treatment."

Bennett asks for the customer's help in removing unnecessary clutter and debris indoors and outdoors; picking items up off the carpet, including in closets; thoroughly vacuuming the floor, upholstery and other areas where fleas and flea eggs have been found; and laundering pet bedding.

"Getting customers to cooperate in flea control is 90% of the battle," Bennett says. "If they cooperate, you can easily solve their problem. If they don't, you'll be going back."

In addition, Bennett notes, getting the homeowner to maintain proper sanitation and flea control on pets following the application is part of the cooperation necessary for success.

EASY AS 1-2-3. Bennett believes in a three-step approach to flea control treat the interior, treat the yard, and treat the pet or pets. "Our goal, and the key to flea control, is to stop the flea birth cycle," Bennett says. "So our three-step approach relies heavily on insect growth regulators."

Indoors, Bennett uses Precor IGR and Catalyst insecticide as his one-two punch in his battle against fleas. He relies on Precor IGR to control flea eggs and larvae before they can mature into breeding, biting adult fleas.

"By stopping the flea life cycle, Precor has greatly improved our flea control business by decreasing our callbacks," Bennett says. "To rid customers' homes of biting adult fleas, we use Catalyst insecticide," he adds. "It gives us the knockdown and efficacy we need to take care of any fleas visible indoors."

"Controlling the flea birth cycle with Precor is key to the long- term success of our flea control programs, but Catalyst gets rid of the fleas our customers can see right now," Bennett says. "It gives us the immediate control we need to let the insect growth regulator go to work."

"Another part of our treatment involves using Petcor Flea Spray to control fleas on our customers' pets," Bennett explains. "It allows us to keep pets free of fleas by killing adult fleas and keeping flea eggs from hatching."

Bennett says he feels confident recom mending Petcor IGR to his customers for regular use on their pets. "It's the only on-animal spray that can be used as needed," he says. "And it's easy for them to use. We show them how to apply it properly the first time, and they can take it from there by following the product's label."

If necessary, Bennett will also treat the customer's yard. "We like to use Yardex insecticide to treat areas where fleas are present or where we know they like to hide," he says. "It's ideal because it has no lingering odor and doesn't harm plants."

As Bennett and other professionals have found, by using the right program, the right products, and, most importantly, by having the customer as an ally, flea control is possible - and it's also good for business.