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Ask almost any pest control company owner about their biggest challenge today, and you’ll hear the same answer: finding good people.
But what if the problem isn’t that great employees don’t exist? What if the problem is that we don’t recruit, hire and onboard employees with the same intentionality we use to win customers?
Biggest hiring mistake
Most companies invest heavily in marketing. They build websites, manage reviews, create customer service standards, develop sales processes and constantly ask, “How can we create a better customer experience?”
Yet when it comes to hiring, many companies have no real system at all. The employee recruiting process is often little more than posting an ad and hoping someone applies. Interviews become casual conversations instead of a structured process designed to uncover whether someone actually can perform the job. Resumes are polished marketing pieces, not proof of capability.
One of the biggest mistakes I see is hiring based on personality instead of performance. Every position should include a practical skills assessment:
▶ If someone will answer phones, let them handle sample customer calls.
▶ If they will sell services, have them complete a role-play.
▶ If you’re hiring a service technician, have them spend a day riding along with a supervisor or experienced technician.
Let them see what the job really involves and let your team evaluate how candidates interact, learn and engage. Also, pay candidates for this working interview. It’s a small investment — and far less expensive than making the wrong hire. Don’t guess what someone can do. Verify it.
Beyond skills, it’s equally important to determine whether the person is naturally suited for the role. Assessments like the Kolbe A Index help identify whether a candidate’s instinctive way of working aligns with the position, dramatically improving the odds of long-term success.
But hiring is only the beginning.
Make a good impression
Too many companies spend weeks recruiting someone, only to have them show up on day one with no plan. No prepared workspace. No structured orientation. No clear training path. No excitement. First impressions matter just as much for employees as they do for customers.
Finally, don’t ignore poor fits. Keeping employees who lack the required skills, don’t align with your culture or simply aren’t right for the position is expensive. It affects morale, increases turnover, frustrates your team and ultimately impacts the customer experience.
Here’s a simple truth: If you take care of your employees, they’ll take care of your customers.
The best way to treat employees
Treat your employees as your first customers. Market your company to them. Create a hiring process worth experiencing. Invest in onboarding. Train with intention. Hire for both capability and fit. Your customers will notice the difference.
If you need help building a hiring system that consistently attracts, selects and develops the right people, we would love to help — whether it’s designing a better hiring process, implementing practical skills assessments, using the Kolbe A Index to ensure the right fit or creating an onboarding experience that sets new employees up for success. Schedule a conversation with us and let’s build a team that helps your business thrive.
Spencer Bachman is a second-generation pest management professional, and owner of the Pest Control Business Coach consulting firm based in Canton, Ga. You can reach her at Sheri@PestControlBusinessCoach.com.
