[Technically Speaking] Prepare for the Unexpected

There are many situations we encounter in our day-to-day operations that can create problems that can reflect poorly on your company, and in some cases create a liability issue. By having a plan of action or taking immediate measures, we often can offset these unexpected problems. The following are a few examples of situations that illustrate these points.

TAKING ON NEW ACCOUNTS. All of us take over accounts, such as commercial apartment buildings, that previously were serviced by other companies. Often in these situations one of the first things noted are previous cockroach bait applications, e.g., numerous deposits that have discolored and hardened. In some cases the copious deposits are so obvious that the best thing to do is remove them.

While you’re convinced I’m crazy, there are several reasons to consider this. I don’t want my company to be blamed for the unsightly mess and damage. Old bait becomes increasingly less attractive to cockroaches (despite what some manufacturers may claim). Fresh bait placements in different locations are more conducive to effective cockroach management.

The other major problem in many apartment complexes is mice. In some cases, we have found that previous companies have used tracking powder, as well as block and pelleted baits, in exposed locations, e.g., in accessible air handler closets and behind stoves. While placement in these areas may meet the requirements of the law (label), i.e., inaccessible to children and pets, I’m not sure it meets the intent.

UNINTENDED CONSEQUENCES. Liberal applications of this type can lead to unintended movement of the product to accessible areas and potential exposure. When these types of products are found “exposed” and “in the open,” they should be removed and disposed of properly to the maximum extent possible. In the case of tenant-applied rodent baits that are frequently exposed — recommend removal and, if possible, document by name the products found.

Recently I attended a presentation on bed bugs and the speaker recommended that technicians disassemble customers’ beds and remove their belongings from dressers and closets so that they could see bed bug activity. While I intuitively agreed with the speaker’s approach to this problem, I strongly encourage my technicians not to handle any customer belongings unless the customer is present, and then to do so guardedly.

There is no question that this information is extremely helpful in bed bug treatments. However, this is a risky practice from a property damage liability standpoint. We encounter enough obstacles and objects that may be damaged in a customer’s home — we don’t need to increase the risk by moving and disassembling their furniture. The other consideration is the labor factor, and if you are doing any sizeable number of apartments per week (and many companies are) this can become cost prohibitive.

BOX MAINTENANCE. Exterior bait stations probably are one of the most visible services we provide. These big black, grey, white, and/or green boxes are a visual cue when you walk up to an account, and if they aren’t serviced they stick out like a sore thumb, e.g., grass, debris and other material sticking out of the openings. In more severe cases, the boxes are covered with leaves, mud, and/or other debris.

Unserviced or poorly maintained boxes reflect poorly on the quality of service the account is receiving. This creates a two-fold problem: First, property management can rightfully question the quality of your service and what they are paying; second, this is an excellent selling tool for your competitors — pointing out the poor service the account is paying for and not receiving.

When we take over an account with exterior bait stations, our policy is to wait 30-60 days for the outgoing company to pick up their stations. After this period of time, our technicians have two options: Either assume responsibility for the boxes (clean, relabel, rebait and secure) or remove them from the property. Non-tamper-resistant bait stations and bait are removed from the property immediately.

OFFICE SPACE. Another situation often encountered in office settings is management demanding that the office space be sprayed for fungus gnats and all the educational information you can provide falls on deaf ears. Our strategy to discourage this worthless enterprise (other than kill what is flying at the time) is to require that:

• All desks and office equipment be covered with plastic (provided and performed by office staff).
• Everyone be out of the building for the period of treatment and at least two hours after completion.
• The HVAC be shut down for at least two hours post-treatment.
• The service be performed after hours for at least time-and-a-half labor rate.
• After hearing these requirements management is much more willing to listen to your recommendations for permanently solving the problem with an IPM approach, e.g., plant management, use of traps, etc.

Other situations arise when servicing commercial office and residential accounts that should be addressed with your technicians and in some cases written policies may be appropriate. For example:

• Don’t enter an apartment when only children are present.
• Don’t enter an apartment when you suspect illegal substances are being used.
• Don’t open a customer’s door if there is a loose animal inside.
• Upon entering a locked apartment/office, secure the door behind you.
• Avoid the application of liquid and aerosol products when anyone is present in the immediate vicinity.
• Don’t apply liquid or aerosol products (particularly pyrethroids) if there are open aquaria and/or aerators.
• Require that birds be placed in closed rooms that won’t be treated.

There are many more dos and don’ts that could be added to these examples and this list — I’ll leave those up to you.

The author is president of Innovative Pest Management, Brookeville, Md. He can be reached at 301/570-3900.