Top-Notch Technicians Tend To Surround Leaders

Our industry leaders exhibit leadership qualities which are often difficult to characterize and enumerate, but one factor is usually consistent: Leaders typically are surrounded by top-notch technicians. In last month’s column I described 10 of 20 leadership qualities listed in one of my old U.S. Army officer efficiency reports and related them to technicians in our industry. This column will continue the discussion of the remaining 10 leadership traits.

It is easy to see how the following characteristics play a major role in the success or failure of a service business such as pest management.

Intelligence (i.e. acquires knowledge and grasps concepts readily) is not something learned. However, it is imperative that managers recognize the intelligence ability of individual technicians and work with them to improve their knowledge and technical expertise.

Judgment (i.e. thinks logically and makes practical decisions) is an important leadership trait for technicians since most of them work independently. Technicians use potentially hazardous materials and must make decisions on how, when and where to apply the product. The key elements are how they will respond to these issues and whether or not they will exercise good judgment in doing so.

Loyalty (i.e. faithful and willing to support superiors and subordinates) goes well beyond allegiance to individuals; it also includes loyalty to the company. Individuals with loyalty respect their company and its management in front of customers or coworkers. Content employees likely will also spend more time praising their company than criticizing it.

Moral Courage (i.e. intellectual honesty, willingness to stand up and be counted) is another important trait for technicians who are “yes people.” Technicians need to be nurtured within an environment which offers them opportunities to ask questions and respectfully question management decisions. They should never be made to feel that there are “stupid” questions.

Self-Discipline (i.e. conducts himself/herself in accordance with the highest standards) is a crucial trait for those in pest management. Our industry has been the subject of a great deal of scrutiny during the past 10-15 years. Thus, it is imperative that technicians and salespeople possess the highest ethical standards and exercise the greatest degree of self-discipline while providing pest management services.

Self-Improvement (i.e. takes action to improve himself/herself) is a key element for all successful technicians. Pest management, which is becoming more technologically advanced, demands that technicians remain on the cutting edge of new technology. New baits and pesticide products require a better understanding of pest biology and habits in order to be effectively used. Pest management should no longer be seen as a “spray and pray” mentality; rather, everything should be well thought out. While intelligence cannot be learned, education and knowledge can be acquired through self-improvement activities such as reading trade journals, using Internet services, taking advantage of educational computer programs and correspondence courses, and participating in training sessions.

Selflessness (i.e. subordinates his/her personal welfare to that of the organization) is important for technicians who not only must be cognizant of their company’s needs but must consider their service schedules when planning for personal needs.

Tact (i.e. says or does what is appropriate without giving unnecessary offense) probably is the most important trait a technician can possess when dealing with customers, especially when a customer is upset with the company or some aspect of its service. Technicians are on the front-line with customers and must be able to quickly recognize and address their needs.

Tenacity (i.e. the will to persevere in face of obstacles) will serve technicians well, especially when pest management problems are extremely difficult to solve. Great technicians are those who continuously work at a problem by researching it, asking questions of coworkers and managers, working with the customer and trying different strategies until it is resolved.

Understanding (i.e. appreciation for the needs and viewpoints of others) is the essence of teamwork and must extend from the technicians through management up to the owners. Technicians with understanding are easy to find within the company, i.e. they are the ones who have earned the respect of management and peers by sharing their thoughts and feelings and consideration of the viewpoints and feelings of others.

These leadership traits may have been described within an old report; however, they are attributes all of us should strive to achieve. Leading by example is the best way to ensure that our technicians will develop professionally.

Dr. Richard Kramer is president of Innovative Pest Management, 18100 Darnell Drive, Olney MD 20832, 301/570-7138.