Cockroaches can establish themselves just about anywhere. Clients may not understand where they came from, but experienced pest management professionals (PMPs) know the possibilities are endless. Broken water pipes and neighboring properties are among the most common entry points, but they are not the only ways.
“With the increase in deliveries to houses and businesses, it is easy for cockroaches to be moved from location to location, and they will quickly find harborage in the new location,” explains Chris McNall, branch manager, Mosquito Squad of Hampton Roads, Williamsburg and the OBX in Virginia Beach, Va. “Also, it is easy for employees to bring them into work with them in backpacks and purses.”
The right mindset
PMPs who offer cockroach management services have no shortage of work. Cockroaches are a reliable revenue generator when you know how to conquer these pests.
Robert Wiemer, ACE, PHE, executive general manager of Pestco Professional Services in Pittsburgh, Pa., says cockroach management can be profitable and rewarding. “But,” he adds, “it requires a mindset shift from ‘treating pests’ to ‘managing environments.’” Wiemer recommends PMPs follow these four steps:
1. Commit to integrated pest management (IPM). Success comes from a combination of monitoring, targeted treatments, exclusion and sanitation.
2. Set expectations early. Make sure clients understand their responsibilities before starting service.
3. Invest in training. Technicians need to know biology, behavior and product options inside and out.
4. Protect your reputation. Don’t take on work where you know conditions will prevent success. Word of mouth — good or bad — travels fast in the pest control industry.
Treatment options
Brian Horning, owner of Pest Pirates in Richland, Pa., says clients often call his company for help only after they fail to get the cockroaches under control themselves.
“If we are confident in our treatment practices, it is easier to make the homeowner feel at ease with getting professional treatments,” Horning says. “I am a do-it-yourselfer myself; I understand it isn’t always easy asking for help. I always feel better when I hire a contractor who represents themselves confidently and explains the process in detail.”
Client connections
PMPs who set expectations will have better outcomes, McNall says: “Infestations do not happen overnight, and they do not go away overnight.”
It’s up to PMPs to explain to clients who use sprays they bought at the store that they made their cockroach problem worse.
“Cockroach infestations are one of the most misunderstood problems in structural pest management,” Wiemer says. “Education starts with our technicians during service calls. We take the time to explain what’s happening, why sanitation and exclusion matter, and what the client’s role is in resolving the issue.”
But the learning does not end there. “We also incorporate education into our outreach materials, proposals and ongoing communication,” he says. “It’s about building trust and showing that cockroach management is a partnership, not a one-time spray.”
Extensive training
Jerrett Jensen, service manager for Cimex Control Pest Management in Scottsdale, Ariz., says training allows technicians to convey the importance of sanitation. “Informing the client of the proper way to clean and sanitize the home will benefit the treatment and the outcome of the pest control service,” he says.
Ongoing field training is provided quarterly. “Technicians receive training for the services they provide while also completing the service as a team,” he adds. “When onboarding a technician, we offer a three-to-four-week training program depending on their experience to get them trained on the Cimex protocols, standards and treatments.”
Compassion and understanding are also important, and Horning says he makes sure his technicians want to help the people they serve.
“This is a trait that cannot be taught,” Horning explains. “We can teach an employee how to kill bugs; we can’t teach them to be compassionate.”
Finding technicians with the right attitude plays a vital role in the company’s hiring process. “Nobody is better than anyone else; anybody can have insect issues as insects don’t discriminate,” Horning says. “By training our technicians that it is OK to spend a few minutes talking to clients as people, they are more likely to add services as well as refer us to family and friends.”
Reputation protection
Recognizing when a situation is unmanageable makes good business sense, Wiemer says, “If there’s no cooperation from the client — if sanitation is ignored, clutter is excessive or management isn’t willing to enforce compliance — even the most thorough IPM program will fail,” he adds. “Continuing in those cases wastes resources, risks technician morale and can damage your reputation if results aren’t achieved.”
Cockroach management has its challenges, but PMPs must remain confident in their treatment ability and communicate with clients.
“Be open and up-front with the challenges you are up against,” Horning asserts. “It’s better to under-promise and over-deliver than to over-promise and under-deliver.”
Sofranec can be reached at dsofranec@northcoastmedia.net or 216-706-3793.
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