Using Strategic Monitoring to Resolve Customer Needs

The Merriam-Webster definitions of monitoring include: One that warns or instructs; an electronic device with a screen used for display; a device for observing a biological condition or function; and to watch, keep track of or check, usually for a special purpose.

Monitoring is considered a fundamental part of Integrated Pest Management (IPM), and at least two of the above definitions apply to scenarios where IPM processes are in place. With some creative interpretation, all four definitions could fit.

The opportunity we have as pest management professionals is to look at how we currently utilize monitoring and then take steps to implement, enhance or expand its use.

When I introduce monitoring during an initial or basic training class, I am usually holding a Massey-logoed insect detection trap (IDT), and I challenge the room by asking, “What is the job of an IDT?”

Among the glazed eyes and confused stares, one brave soul will usually respond with, “To catch roaches or other insects.”

Often, my response starts with, “Well, you could think that. It’d be wrong, but you could.” I follow this by saying, “The job of the IDT/monitor is to catch one pest. One pest.”

Even though the job of the monitor is to catch one pest, that job is critical to how customers measure performance and how we adapt our service actions. Think about this: In a residential setting, when we place a monitor at the back of a bathroom or kitchen cabinet, over time, one of two things happens. Most of the time, when the customer opens the door and peers inside, they see the monitor and what else? Nothing. Nothing caught in the monitor tells the customer, “My pest company/technician is doing their job. I have no bugs.” That is a win!

On the other hand, the customer might open the cabinet door and see something caught in the monitor. Have we failed? No, I don’t think so. When that happens, a customer will call for service.

As part of our commitment to our customers, we tell them, “If you have any problems, questions, concerns or suggestions, give us a call.” When that call comes in, we respond and provide a valuable service within a committed time frame (often one or two days). We fulfill a commitment again, and the customer thinks, “My pest company/technician is doing their job.” That’s a win, too!

Monitoring has many, many more applications in IPM programs, especially considering all the potential service environments. Starting with understanding the value of monitoring in the simplest situations sets the stage for fully appreciating its value in more complex environments.

In closing the lesson on monitoring, the question to the group is, “Which customer is most loyal to your company? The customer who has never had a need, or the customer who had a need that was successfully resolved?”

Resolved needs always get the vote, and strategic monitoring may provide those opportunities.

Tom “TJ” Jarzynka is vice president of technical and training at Massey Services. He has worked for Massey for the last 25 years and is a 45-year veteran of the pest management industry. Jarzynka has been an Associate Certified Entomologist (A.C.E.) through the American Entomological Society since 2010 and is a 2019 recipient of the PCT Crown Leadership Award. He is involved in several industry associations, including the QualityPro Board of Directors, the Urban Pest Management Technical Committee (upmtc.org), the NPMA P3 Strategic Steering Committee and the Pest Management Foundation Science Advisory Committee.