Age and gender are incidentals to Emily Thomas, 32-year-old chief operating officer of Atlanta-based Arrow Exterminators,
the country's fastest-growing privately held pest management company. The ever-energetic Thomas is all about recognizing,
accepting and fully leveraging associates' similarities and differences to create one big, happy family. Thomas' record speaks for itself: More and more companies continue to join Arrow's
family fold, and their employees and customers stay and grow together.
FAMILY TIES
To many, following in the footsteps of her grandfather, James S. (Starkey) Thomas Sr., and her father, James S. (Joe) Thomas
Jr., might have seemed like it was pre-ordained. But that certainly wasn't the case for Thomas.
Arrow Exterminators' Emily Thomas has followed in the footsteps of her father, James (Joe) Thomas Jr., rather nicely.
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While attending Vanderbilt University, she studied economics and anthropology, and considered careers in everything except pest management. Eventually, Thomas joined the family business in response to a challenge from her dad and ended up falling
in love with it.
"I wake up excited about coming to work," Thomas says. "If you don't like your job, if it's not fun, then what's the point
of doing it?"
Cognizant of the fact that she would be seen and judged as "the boss's kid," Thomas decided early on that she needed to work
harder and longer than anyone else. She started by doing a little bit of everything the company had to offer, including service,
sales and administrative work.
Emily Thomas On
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"In hindsight, that's where I learned the most, by going out and doing the work and gaining the experience I'd need to best
understand the pest management industry and our business," Thomas says. "It was pretty tough at first. I was still very young
and not as mature. It was humbling for me until I learned to see shades of gray, that not everything is black and white.
"I ended up gaining the respect of the people I was working with daily," she adds. "It was an important first step. I can't
imagine taking an idea to people who don't respect you and asking them to support it — you might as well bang your head against
the wall."
Thomas's father named her COO when she was 28, quite young for a company that will reach $90 million in revenue this fiscal
year.
"I'll never forget my father saying, 'This is a role you're not going to be perfect for right off the bat.' And he was right,"
Thomas says. "It was scary. Part of me felt like I was too young and too inexperienced. But I knew my work ethic, skill set
and enthusiasm for the job would serve me and our company well.
"I recognized my youthfulness could cause some employees concern, but I felt it would also be an asset," Thomas adds. "I was
able to ask the 'dumb questions' and offer seemingly ridiculous ideas because I often had a completely different perspective."
PRIDE IN HER CHOSEN PROFESSION
Thomas is extremely passionate about the industry and Arrow's growing family of associates and customers.
"We have an opportunity to improve the lives of thousands of people. How many people get to do that every day?" Thomas asks.
