Advice from a Long-Time Pro: Keep it Simple. Do it Right

When the Boston area experienced a record-breaking nine feet of snow last year, Peter Gorman, a commercial technician from Waltham Services, took it in stride. He simply loaded a shovel in the back of his truck to dig out the bait stations at some of his accounts. For his outstanding efforts servicing his customers last winter, among other achievements, Gorman won Waltham Services’ February 2015 Employee of the Month Award.

Working at some of the most important accounts for Waltham Services, the 26-year industry veteran doesn’t sweat the small stuff. Despite servicing highly regulated, highly sensitive accounts, Gorman approaches each day with what Operations Manager Bill Harrington calls an exemplary attitude.

“Peter has an incredible work ethic. He is really good at demonstrating the value that we as a company and an industry provide,” says Michael Botte, vice president and general manager for Waltham Services, which is based in Waltham, Mass., and services much of the Northeast. “He knows how to balance customer relationships with productivity. We wish we had 100 more of him.”

When Waltham Services moved to using hand-held mobile electronic devices, the company asked Gorman to be the first to test the equipment and provide feedback. “He embraced the new technology and provided valuable feedback to help us improve it and make it as useful as possible; other technicians might have been a little resistant to change,” Botte says.

According to Harrington, Gorman’s feedback to the information technology department was invaluable in making adjustments and enhancements to the system prior to a company-wide roll out.

In 2012, Gorman was selected to represent Waltham Services at the prestigious Rollins Corporation President’s Club, a several-day celebration of its top-performing employees. As a subsidiary of Rollins Corporation, one employee is chosen from each of the four service regions at Waltham for this award. The award is based on overall service excellence, exceeding key technician metrics, supporting customer feedback and documentation.

“Highly positive customer comments from one of the largest pharmaceutical manufacturers in the world in our customer satisfaction surveys are indicative of Peter’s pest control knowledge and his ability to thoroughly explain pest activity and practice integrated pest management at their facilities,” Harrington says. “Clearly, they trust his abilities, his service and his input in their facilities, which are FDA audited and have zero tolerance for pest pressure.”

Gorman services most of the highest profile accounts in the Boston and Cambridge, Mass., areas. They include some of the world’s most renowned and largest bio-pharmaceutical facilities, five-star hotels and the largest nationally recognized property management portfolio. These key accounts are audited by numerous state, federal and other external agencies. The majority of his accounts are Leadership in Energy & Environmental Design (LEED) certified facilities. LEED is a green building certification program that recognizes best-in-class building strategies and practices. “IPM is a critical component to controlling pest pressure in the operation and maintenance of these buildings,” Harrington says. “That’s no easy task in these historic cities with old buildings.”

As an example, Gorman worked with one of Waltham’s bio-pharmaceutical accounts with extremely stringent standard operating procedures as it opened the company’s Boston campus. Gorman and his customer partnered to develop an IPM program and standard operating procedures (SOPs) for technician training that met the facility’s needs and requirements and qualified future technicians to service the account.

“I just try to do what it takes to keep customers informed and happy. For instance, there was a new person in charge of facilities management at a major customer account. I spent about four hours there because she needed to understand everything. We went through it all with a fine-tooth comb,” Gorman says. “I just try to do the best job I can and usually the customer is thrilled.”

Gorman says what he loves most about his career is that he has the freedom to adjust his daily schedule as he sees fit. “The best part of my job is that I have worked myself into a position where I am trusted and able to make my own decisions as to what needs to be done,” Gorman says. “I know what I’m doing and I know I am doing it right the first time around.”

Gorman uses many techniques in treating his accounts, including pest management evaluation and monitoring controls prior to taking any pest control action. Prevention, monitoring, sanitation and exclusion are his first lines of defense. If he determines that pesticides need to be used, he selects least risk options to disrupt mating, while using targeted spraying as a last resort.

“He is often looked to for advice by peers and managers alike. He takes an extremely thorough and analytical approach,” says Harrington. “He has the reputation with both internal and external customers as a problem solver who gets the job done right and is the ‘go-to’ technician to help his peers resolve some of the most difficult challenges.”

In fact, when business needs dictated route changes, all of Gorman’s accounts requested that he stay on as their technician. In addition, Gorman has a knack for growing his accounts. For example, one day Gorman noticed that one of his larger accounts was starting to build new space.

“Peter approached them and told them that the sooner he was able to get in there to develop an IPM plan, the better off they will be down the road,” Harrington says.

Gorman found 67 deficiencies that day in the pre-construction phase that could be resolved before the next building phase. The facilities manager called Gorman to meet him at the site and they worked with the foreman to review all that needed to be fixed.

“He really opened up the facility manager’s eyes, and we’re expecting a new contract for that building,” Harrington says.

According to Gorman, being a pest control technician is the best job he’s had because he doesn’t let himself get stressed or complicate issues. “That’s why customers stay with me. I say that we will see where the pest is coming in and then we’ll fix that issue,” Gorman says, inspiring confidence. “It’s really that simple.”

When he sees other technicians getting upset about customer calls or other issues, he gives them some sage advice. “Let it go. It’s not worth it to get stressed and take years off of your life,” Gorman says. “If it’s a beautiful day, just roll down the windows and turn up the radio. I still can’t believe they pay me to do this job.”