Technically Speaking

During the winter, many companies, except perhaps those in Florida, Texas and Southern California, sigh with relief that the six to nine month flurry of activity is over. At this time of the year, the tendency is to kick back, relax and reflect on the past season. However, this brief respite offers all companies opportunities they don’t have during the peak season.

Training. This area is one of the most neglected by all companies. Training opportunities abound during the winter months. The National Pest Management Association’s Pest Management Conference is the best show in town, offering a wide array of technical and business presentations and the most extensive tradeshow in the industry. No one leaves this event saying that they didn’t get their money’s worth.

If you can’t afford the big top, PCT Dialogue, universities (e.g., Purdue, Florida, Kentucky, Tennessee, etc.), state associations, manufacturers and distributors offer less expensive venues with excellent programs and smaller-scale exhibitor displays (in some cases). One of the best aspects of these training programs is the opportunity to talk with other members of the industry and to learn from others’ experiences.

For many smaller companies, winter is a great opportunity to conduct in-house training. There are abundant resources for such programs, such as the training inserts published in Service Technician magazine. Training programs are available from universities, such as Purdue and the University of Florida, through the Internet and associations.

Reading. The corollary to training is reading. There is no better time than a dreary winter day to sit down and catch up on some technical reading. Our industry is fortunate to have three excellent trade journals, PCT, Service Technician magazine and Pest Control, but so few take the time to read them. Typically, you can receive a complimentary subscription just by asking.*

There are good books to read, such as the PCT Field Guides, Mallis’ Handbook of Pest Control, Truman’s Scientific Guide to Pest Control Operations and NPCA’s Field Guide to Structural Pests. Many state land grant colleges offer excellent publications on pests that are unique to their state. Many of these publications contain excellent information. Best of all, many are free.

Then there is the Internet, which is becoming the fount of knowledge. All companies should have a computer and Internet access. Most anything you would ever want to find is there, e.g, pest management articles, labels, MSDSs, photos of pests and business information. For proof, check www.pctonline.com. Everyone should make the time for these resources.

Quality Assurance. This is an area where most, if not all, companies fall short. The reasons are simple: during the busy season it is easy to put quality assurance on the back burner and it is perceived as being costly and non-revenue producing.

Quality assurance costs money. Despite the perception of it as a non-revenue producing function, QA can enhance revenue. It offers the company an opportunity to find out what is being done — right and wrong. The company then can capitalize on the positive aspects of its service and look for ways to improve.

An effective QA program demonstrates your concern for quality service and offers an opportunity to thank customers for their business. The program can be accomplished in several ways, e.g., phone calls, postcards, letters and site visits. Although there are benefits to each technique, the site visit offers several unique advantages.

During a site visit, the QA evaluator, who might be the owner or manager, can see the account firsthand and "press the flesh" with the homeowner, facility manager, engineer, etc. This connects a name with a face and personalizes the relationship. An assessment of the facility and personnel can be made, providing a better picture of what is confronting the technicians. It also is an opportunity for add-on services, such as bird work, cleaning, exterior rodent control, etc.

Maintenance. Equipment maintenance is one of those areas that is grossly neglected during the busy season. Even then, maintenance typically consists of fixing what is broken and getting the technician back on the road.

During the winter, liquid application equipment, e.g., compressed air sprayers, hydraulic sprayers, backpack sprayers, etc., should not be kept outside in unheated areas or service vehicles because even the smallest amount of liquid in them can freeze or become gummy and damage or plug-up the sprayer. All liquid application equipment should be drained, cleaned, inspected and repaired. Particular attention should be paid to compression cups, gaskets, seals, hoses and nozzles.

This is also an excellent time to service small engine equipment by changing the oil, air and gas filters and spark plug(s) and draining the gas tank. If equipment is stored outside, engines, tanks and pumps should be winterized.

Winter is a good time to inspect, clean and repair dusting equipment. Small hand-held dusters, bee poles and compressed air dusters should be emptied, cleaned, inspected for leaks and, if appropriate, lubricated. For companies that perform traditional termiticide applications or use power sprayers, this is a good time to calibrate flow rates and back flow. By performing these services during the winter, equipment will be ready to go as soon as the bugs thaw.

Add-on Services. During the hectic season, companies typically are too busy killing bugs to think about providing additional services. Winter is the perfect time to offer cleaning services, e.g., drains, grease traps and perform exclusion services, e.g., door sweeps and seals.