[2004 Residential Technician of the Year] Scott Leeman

After receiving a degree in political science and economics and then working in retail, Scott Leeman admits he was looking for a change. That opportunity arose with a large pest control company in 1987, where Leeman started in the sales department. "That wasn’t my best aspect. A supervisor indicated to me that they needed technicians, so I started training," Leeman says. He found the highly detailed structure associated with the technician’s job a good fit.

He left that company after 11 years and briefly worked as a route driver. Leeman returned to the pest control industry five years ago when he joined Rottler Pest and Lawn Solutions, based in St. Louis.

"When Scott first started, he had a few extra minutes between training sessions one day. Instead of just waiting around for his supervisor, Scott started emptying trash cans," says Mike Rottler, president of Rottler Pest and Lawn Solutions. This attitude of teamwork and a consciousness of image continues to this day.

"Scott works well with his peers and is always willing to take on extra jobs," adds Rottler. Leeman says that the atmosphere at Rottler is conducive to teamwork and growth.

Not only does the company offer a good pay scale, bonuses and training, but the Rottler brothers, Mike and Gary (the firm’s general manager), according to Leeman, make him want to go to work. They are approachable and always looking for ways to expand and implement the latest technology.

With 16 years of experience in the industry, Leeman agrees that the days of the "baseboard jockey" are gone. "We don’t just spray anymore. At Rottler, we attack the problem," he says.

CUSTOMER SERVICE SKILLS. The amount of time Leeman spends with each customer has increased in recent years. "I want the people to be comfortable. Communication is vital – I have to pay attention not only to the words people use, but also interpret their body language," Leeman says.

Rottler believes this attribute sets Leeman apart from other good technicians. "When his customers have concerns about the safety of their pets and young children, Scott addresses their concerns with sincerity and reassurance," Rottler says. "He basically tells his customers that their pets are part of the family and that he will treat their families like his own. Scott not only tells them this, though, he really follows through on it."

In fact, when Scott and his wife Wanda adopted a son a couple of years ago, they received many presents from his customers. "I believe it’s a perfect tribute to the impression Scott makes on others," Rottler says. Leeman is proud to show off pictures or share a story about his son, and he and his wife are awaiting the final steps for a second adoption.

IMPORTANCE OF TRAINING. Leeman continues to participate in training courses offered by Rottler. In addition, he has attended the University of Kentucky Short Course to further his knowledge and skills. "He is an active participant and always asks good, thoughtful questions," Rottler said.

Training stresses safety, and Leeman believes "the label is the law. I don’t apply more material than is needed or indicated on the label," he said.

Rottler adds, "He takes safety very seriously and never cuts corners because of lack of time or other distractions."

WILDLIFE CONTROL. Another offering from Rottler is wildlife control, and this contributes to an accomplishment of which Leeman is proud.

A customer called the office with a squirrel complaint. Leeman, who admits he is not comfortable on ladders, had to reach a second-story roof 20 feet from the ground to exclude the animal. However, he could not attach anything to the roof, so he had to engineer a trap practically from scratch. He was successful and trapped the squirrel. "I’ll do everything to make a customer happy," Leeman says.

This attitude is appreciated by the management of Rottler. "If our technicians trap squirrels at a home, they usually shut down the traps on a Friday or Saturday," said Gary Rottler. "Scott will leave them open and he’ll go over to the accounts on a Saturday or Sunday to see if there is anything there."

Leeman sees the industry and technicians as problem solvers. "You can study and learn, but you have to figure it out on the job. When the outcome I want happens, I get excited. I want people to believe in us. If someone is unhappy, I will always come back and try to find the right solution," he states.

Mike Rottler believes this trait guides Leeman in his life. "Scott is a very caring person. He has been an active member of his church. He helps people through the Stephen Ministry, which provides counseling for people who basically just need someone to talk to. Scott loves to help others and takes pride in being an active member of his community."

Leeman's immediate plans are to remain a technician at Rottler. He specifies the feeling of a family organization as a reason. He learns from co-workers, and, he admits, from his own mistakes. Technicians also seek his expertise and guidance.

As Mike Rottler noted, three criteria set Leeman apart from others: he leads by example, he improves his skills through training and he has impeccable customer service skills. "Scott is reliable and very committed to our company. If I ever need anything done, Scott is one of the people I know I can always rely on," Rottler says. •