A Signature Service Built on Communication, Investigation

Matt Hall knows how to build relationships with customers. Working as a paramedic, he developed and leveraged his communication skills to uncover issues and help people — skills he continues to use as a service technician with Rottler Pest Solutions, Chesterfield, Mo.

“It’s very similar to being in my previous health care field,” Hall said. “There should always be a source for any issues that pop up, and you have to do some investigation work to figure it out and then, once you succeed at it, you get that — I call it a dopamine rush — because you succeeded in making people happy.”

Hall does make people happy — both clients and colleagues — which is why he is being recognized as PCT’s 2023 Residential Technician of the Year.

FROM EMS TO PMP. How did Hall move from an EMS team to Rottler? As EMS work became more and more draining, he found the pest control opportunity “kept popping up randomly on the internet and it sparked my interest.”

A profession that allowed him to “help people and then actually sleep in my own bed at night” proved alluring, so he “took a plunge” and joined Rottler. The company provided on-site training and hands-on learning that quickly hooked Hall, who said he “absolutely fell in love with it.”

TRIPLING HIS ROUTE. Success came fairly quickly for Hall, who grew his route in Chesterfield from about 100 to up to 300 accounts a month in the first five years, realizing a retention rate of 97 percent.

“If I could craft a perfect pest control technician with personality and technical background and ability to run routes, … Matt would be the perfect example,” said Aaron Bickel, branch manager in Chesterfield. He noted that Hall exemplifies two traits he seeks in new employees: humbleness and caring. Bickel said Hall “just will not quit until he’s made that customer happy and the problem has been resolved.”

In solving problems, Hall noted, “You do have to do a thorough investigation of the whole picture to actually get to the source or the problem.”

A deep investigation of landscaping, surroundings and other factors may reveal “random things that the customers might not be aware of,” like holes and cracks, Hall said. “We can seal those up as a preventative [measure] when that might not even be an issue that we were originally sent out for.”

A more extreme example of the importance of examining facts and clues arose when Hall was servicing a swim school area that was infested with German cockroaches. Weekly Wednesday morning visits included inspections and follow ups — and, still, roaches. Vexed and bewildered, Hall continued treatments and talked to colleagues, but didn’t find an answer until one Wednesday when he arrived a bit late. Hall recalled arriving at 10:30 a.m., right when a power-washing truck pulled up. He realized the swim school was being regularly power-washed immediately after he finished, thus washing away Hall’s applications.

Another memorable encounter was when Hall was assisting a new technician who was having trouble capturing a raccoon. The homeowner suggested Hall “run to the gas station and grab a hot dog,” along with a large bag of marshmallows. When the puzzled Hall said he’d already had lunch, the homeowner said the food was for the raccoon, not the technician. Hall had the raccoon the next morning.

JOINING THE FAMILY. While also doing some commercial work, Hall likes residential because “not only do you get to meet the people, you meet their family.” Sending these customers holiday cards of his own family helps cement the relationship. “I don’t want to be known as just some random guy that comes and sprays the house,” Hall said.

Besides building relationships, Hall tries to help his customers understand the full value of his services. “If you paint a picture and detail what you did, you’re showing your customer what they’re actually paying for,” he said.

He also likes “educating customers on the biology [of pests] and the [treatment] expectations,” noting “not everything is immediate.

For Hall, this treatment often leverages an IPM (Integrated Pest Management) approach.

“You don’t always have to spray or treat or place any products out on the inside of homes,” Hall said, noting exclusion and other outdoor work can help reduce pest control issues and minimize product use.

BUILDING TRUST. With his route covering a highly populated area, Hall depends on software to optimize his route, but added that if any of his customers are having an issue, he is usually only “5 to 10 minutes away.” He also considers the customer’s nature when scheduling, knowing that some clients may be quick and easy while others may require more time.

“After being with them for so long, you kind of figure out their habits,” he said, adding that one should be ready for surprises and that “knowing your customers and their lifestyle habits” is also crucial.

With each visit, “I always ask how their day is going —about their family and kids,” he said, noting the importance of treating customers with empathy and compassion. At the same time, “you can’t sugar coat things because then people will expect a different outcome. So sometimes you have to be direct and honest, but in a compassionate way.”

As a result, Hall said his customers trust that he’ll keep “the services going where they really don’t have to worry about it. All of this experience, knowledge, positive attitude and persistence make Hall a natural mentor.

“His thought process, technical ability and willingness to teach/grow other techs’ abilities are unmatched within our branch, and his work ethic is second to none,” Bickel noted. Thus, Hall trains technicians, helps others with challenging jobs and shares route expansion ideas.

“Perhaps his greatest skill is the ability to remain calm, cool and collected under the most stressful of circumstances,” said Bickel.

Hall’s comfortable manner and welcoming spirit are evident when you talk with him. It’s easy to imagine him showing new technicians around the office, making introductions and addressing concerns. Hall said he believes in “no judgment for any questions” and works to find answers when he doesn’t have them.

WORDS OF WISDOM. Hall’s advice for new service technicians is “to act like whatever you’re going for,” be it a bug or mouse. “Pretend like you’re the problem and [ask], how are you getting in there?” he said.

But, more basically, Hall said technicians should “treat everybody like you want to be treated.” He said treating the customer’s house with respect, as you would your own, can build bridges.

The author is a Cleveland, Ohio-based writer.