[Problems & Solutions] Answers to Your Toughest Pest Questions

Q. How can I make sure my technicians perform inspections properly and document what they see, especially when it comes to WDI inspections?

A. It has always been a credo in the pest control industry that the inspection is the first step in designing a pest management program for a particular client. This applies to all types of situations. WDI inspections are especially important; technicians have to be careful about their methods and documentation in these reports. Obviously, we are most concerned with possible damage to the property and our reporting of such evidence. The same thing also could be said for inspecting for stored product pests — the “property” has changed a bit but the damage can still be there and the losses can still be great.

To get technicians (inspectors) to perform consistently well, you need to have a couple of things in place. First, technicians need to have a sense of pride in their work. This is difficult to instill, but if technicians feel they are doing something that is valuable to the customer and your company, they will do it better.

Technicians also may feel they should be more richly rewarded for such work. I have attended many motivational presentations over the years and this is one of the main tenets when it comes to dealing with people. Often, as owners of pest management businesses, we do not give our workers the respect they need. At almost every meeting I attend, I hear pest management people refer to themselves as “bug guys.” That title may sound cute, but in my opinion, it does not instill us with the respect we need as professionals in this business.

You also need a protocol that can be simply followed and can be flexible enough to allow for small changes while in the field. We cannot expect every structure or pest situation to be the same. We cannot “cookie cut” our inspections. These protocols take work and constant evaluation to be successful. We will continue to see change in our industry and we need to be both flexible and accurate in what we do.

New technicians — as well as older ones who have been around the block a few times — all need some guidance. Field checks are one way to verify your technicians’ work, but they can be difficult and time consuming when it comes to inspections. Checklists can be useful for training new technicians. You can have your more experienced technicians add to the checklist from their experiences.

One item I stress in my talks on WDI inspections is office file checks: making sure the files of the customer contain the needed information. At the minimum, make sure all of the state-required information (such as copies of contracts and application records) are included. Also included could be inspection receipts, and any communications with the customer. More and more PCOs are adding pictures to their inspection portfolio and sharing them with the customer.

Encourage communication with the customer. This is an area where we have not followed through on in many cases. Do not get lackadaisical about it. Do not depend on your new Web site to fill in for reminder cards, e-mails or traditional phone calls.

Good communication with the customer, respecting and rewarding your technicians and a solid (but flexible) inspection policy are the best ways to ensure proper inspections day in and day out. Documentation and attention to detail are important, especially when it comes to WDI inspections, and can make the difference for your company’s future.

The author is president of George Rambo Consulting Services, Seneca, S.C. Questions can be faxed to him at 864/654-2447.