[2004 Commercial Technician of the Year] Scott Sander

Scott Sander has been working in pest control for 14 years now, but his interest in the business goes back much further than that — back to when he was only 11 or 12 years old. Around that time, Sander happened to visit his grandmother on the same day that she was having pest control work done at her home. Even though he was young at the time, the work Sander saw being done sparked his interest.

"I started asking the technician some questions, and he was talking to me about insects and pest control, and it sounded exciting," Sander said.

Although that was when his interest first began, Sander didn’t actually enter the pest control industry until December of 1990. It was then that he answered an ad for employment at Action Pest Control, Evansville, Ind., and was hired at an entry level position on a residential route. Now, after having worked at Action Pest Control for 14 years and making the change from residential to commercial pest control, Sander is respected as a diligent, safe worker who is also extremely knowledgeable and helpful.

"Scott is successful because he has always taken his job seriously," said Kevin Pass, owner, Action Pest Control. "He pursues continuing education at every opportunity. He exudes professionalism at all times, whether he is talking shop with another technician or answering an emergency page from a pharmaceutical client in the middle of the night."

HIGH QUALITY. Before answering Action Pest Control’s ad, Sander dabbled in a few different businesses. He did some architectural work, and also studied computer science and programming at Lockyear Community College in Evansville. Later, he joined the military and served in the Air Force from 1982 to 1986. Working in the supply sector, he ensured that everyone had the equipment they needed.

After he left the Air Force, Sander said he did odd jobs and had no real direction. Then he spotted the ad for Action Pest Control.

When Sander began his career with Action, he serviced residential accounts. Then, during his second year with the company, he did light commercial work at fast food restaurants and office complexes. In his fourth year, he serviced food manufacturing plants. Action Pest Control Technical Services Manager Dan Collins said that from the beginning, Sander implemented techniques and knowledge he’d learned from trade publications and industry meetings into his work, going above and beyond what was expected. His hard work quickly was noticed by Pass, and consequently Sander was promoted to commercial technician.

In 1994, the company landed a large industrial account with a pharmaceutical manufacturer. The technician who was to take on such an important account had to be someone who was very good and very efficient.

"Kevin (Pass) knew who had the tact, determination and skill to meet and exceed the requirements this sensitive environment demanded, and that was Scott," Collins said.

Sander also was put in charge of difficult food manufacturing and processing facilities. These establishments included food-packaging facilities, poultry-processing plants and bakeries. Many of these sites were then inspected by third-party agencies. However, the clients passed these inspections with high marks, further affirming that Sander’s work was — and is — high quality.

"Scott’s performance was flawless and the plants received superior ratings from all of the third-party inspection agencies," Collins said.

Sander was promoted again in 1997 to senior service technician, which is his current position. It is a position that requires leadership, and Sander definitely comes through. He often helps beginner technicians study for certification tests, and also helps teach them how to practice proactive pest management. Additionally, Sander sometimes assists his co-workers with the more difficult accounts, specifically if there is a problem with small flies or American cockroaches. These are pests that Sander is particularly good at handling, Collins said.

IT TAKES SKILLS. Being a leader definitely requires the ability to communicate well, and Sander also possesses this important quality. Without his people skills, he would not have progressed to where he is today. His tactfulness and exceptional interpersonal skills contribute largely to his success as a commercial technician.

"Scott is a quiet and unassuming guy, but when the chips are on the line and an issue arises with a customer, he is great at resolving that issue because of his communication skills," Collins said. "He is able to succinctly verbalize what needs to be done in terms they can understand."

Sander said good communication has always been a goal of his, and he tries to explain the importance of it to other technicians. Communicating effectively is vital because the pest control industry doesn’t have a stellar reputation, he said.

"The more a customer can understand why, the better," said Sander. "They may see me walk around with a flashlight and say to themselves ‘Well, anyone can do that.’ But if you are educating them, they understand that you are observing and thinking out strategies in your mind, and you truly are interested in finding a solution."

But being a commercial technician, especially one that services high pressure accounts, requires more than being able to communicate effectively. Without his technical skills, Sander wouldn’t be able to follow through. Fortunately, his technical skills are as good as his people skills.

Both Pass and Collins mentioned Sander’s extensive knowledge of all the equipment and jargon. He also often reads about architecture, and this additional interest is helpful in identifying pest entry points. "Scott’s technical competency is outstanding," Collins said. "I’ve witnessed him find solutions to large-scale infestations of American cockroaches and drain flies, for example."

MOVING FORWARD. Sander said that when he first started in pest control, everything was done with a compressed-air sprayer. Technicians were just "bug men" that were expected to spray everything, he said. Today, Sander is a believer in Integrated Pest Management (IPM).

"Scott doesn’t use IPM as a catch phrase," Pass said. "He believes in it and practices it."

To move forward with technology, Sander has tried to seize new ideas and products and move ahead with them. He said that his goal is to use no pesticides unless necessary, and when it is necessary, to use low-impact pesticides. This is especially important in his line of pest control because he deals with a lot of food products and commodities. Being as environmentally safe as possible can be challenging, Sander said, particularly so with commercial work because of the wide variety of pests that show up in such facilities.

"The rewarding part is knowing I am resolving a pest issue, whether it be ants in someone’s office or safeguarding millions of dollars of commodities," Sander said. "I like to talk to a lot of people. I like helping them gain a positive perspective of pest control." •