Taking culture further than a buzzword

How can pest control company owners ensure ‘culture’ is more than a buzzword?

Dan Baldwin

“Culture isn’t declared; it isn’t something reflected on a poster, newsletter or social media post. It’s demonstrated in how decisions are made when no one’s watching. When owners personally review safety reports, reward technicians for proactive communication, or include field staff in protocol updates, they’re showing that values aren’t just slogans. Posting a mission statement means little if managers ignore toxic behavior or let high performers bend the rules. But when everyone can see that feedback leads to real change, and leaders consistently model respect and accountability, culture becomes a reality, not a laminated catchphrase.”

Kurt Scherzinger

“You have to lead by example. And if you ask the employees to act a certain way toward the culture, you’d better be the biggest example.”

Mark Sheperdigian

“Participate! And reward employees who do, too. Of course, the culture you are trying to establish should come naturally to you, or you won’t be able to participate without appearing as a phony.”

Greg Baumann

“Culture is not handed out to employees; it is the perception of employees and customers. Interview samples of both groups and ask questions about their perceptions. Then adjust if what the owner thought is not reality. Include employees in developing the cornerstones of company values; that way, they all own and embrace it.”

Foster Brusca

“You build a strong culture the same way you get better at anything: By doing it consistently, repeating it often, and staying committed. Owners should start with it during onboarding, bring it up in training and point it out during reviews. If culture isn’t part of your team meetings, safety talks or how you approach sales, then it’s not really your culture; it’s just something you say. Make it real by working it into everything you and your employees do every day.”

Sheri Spencer Bachman

“Owners must live it daily, not just post it on a wall. At Spencer Pest Services, we talked about our core values constantly, used them in hiring and accountability, and built them into how we recognized our team. I now coach clients to involve their team in defining culture by asking, ‘How would you describe the values of this company?’ That conversation builds ownership and clarity. Culture must be reinforced in meetings, performance reviews and decision-making. It starts at the top, but it thrives when the whole team is invested and living it.”