COVER STORY: 9/11

On Sept. 11, 2001, the country’s collective view of the world changed. Many people’s perspective on home and family, conflict and revenge, safety and security, changed in an instant. Many likely thought to themselves "nothing will ever be the same again."

Of course, because of the devastating loss of innocent lives, Sept. 11 is a day that will be forever etched in the minds of the people who lived through it. But slowly and surely — as is the nature of the American people — we started to bounce back. In the months that followed the attacks, even though they may have been nervous, people began to fly as evidenced

n Sept. 11, 2001, the country’s collective view of the world changed. Many people’s perspective on home and family, conflict and revenge, safety and security, changed in an instant. Many likely thought to themselves "nothing will ever be the same again."

Of course, because of the devastating loss of innocent lives, Sept. 11 is a day that will be forever etched in the minds of the people who lived through it. But slowly and surely — as is the nature of the American people — we started to bounce back. In the months that followed the attacks, even though they may have been nervous, people began to fly as evidenced by attendance at the 2001 NPMA Pest Management Convention in New Orleans. Just six weeks after that tragic day, thousands of pest management professionals made their way to the annual convention — in part to see what the latest industry innovations were, but more importantly perhaps to send a message that America wouldn’t be intimidated.

Nonetheless, there have been changes in everyone’s lives as a result of the tragic events in New York, Washington, D.C., and Pennsylvania. Following the attacks on the United States, as well as the subsequent anthrax scare, the pest control industry had to undergo some changes as well — and security was at the top of the list, at least initially.

In a recent PCT e-mail survey, 41 percent of PCOs said they have taken steps to make their pesticide storage facilities more secure in the wake of the terrorist attacks. Others have simply asked company personnel to be more diligent when securing pesticides at night and when traveling in their vehicles throughout the day.

"We have not implemented any new procedures," said Zia Siddiqi, director of quality assurance for Orkin’s Acurid Commercial Services, Atlanta, Ga. "We always had security, our trucks are very well marked, technicians have identification and are uniformed, and we’re a nationally recognized company. The only thing we’ve been asking (is that) everyone be more compliant (i.e., technicians wearing identification badges)."

"All of our trucks are locked anyway, because the New York State Boards require that they be locked at all times," added Dave Kane, president of Pelican Pest Control, Brooklyn, N.Y., so the security changes at his company — like most of his colleagues throughout the country — haven’t been significant.

The same is true of employee screening practices. While 35 percent of PCOs surveyed by PCT say they have enhanced their screening procedures in recent months, the majority have not, indicating it’s not a serious concern for most PCOs.

FINANCIAL IMPACT. Individuals at several pest management firms contacted by PCT said their businesses have been affected financially by the events of Sept. 11. Not surprisingly, companies on the East Coast, particularly those servicing Manhattan, suffered the greatest economic loss.

Mike Deutsch, technical director of Manhattan-based Assured Environments, which serviced the World Trade Center, said his company was fortunate not to have suffered any fatalities, although it was impacted financially. One technician was hospitalized with minor injuries following the World Trade Center attacks, while a second barely escaped with his life. The latter technician was waiting for an elevator to take him to the 50th floor of the North tower when it was rocked by the explosion.

"He heard the explosion, immediately left the building and the last time we saw him he was covered with white dust and debris," Deutsch recalled.

For the vast majority of PCOs throughout the country, however, the terrorist attacks have had little impact on their bottom line (see chart on page 42). In fact, 57 percent of those responding to a PCT e-mail survey said the attacks had no long-term negative financial impact on their company.

"I don’t know if it’s direct or indirect, but my business is having a banner year," said Andy Linares, president of Bug Off Pest Control Center, New York. "It’s hard to determine whether it’s a consequence of Sept. 11, which I doubt, or simply that we’re in New York City, which is a prime hub of every vermin you can think of." Bug Off Pest Control Center, located at the northern tip of Manhattan, is a product distributor and training institution for area pest control companies.

"We’re having a brutal summer. We’re even seeing insects that we haven’t come in contact with traditionally like bed bugs and springtails," Linares said. In addition, cockroach and rodent populations are "quite large" as well, according to Linares.

Many say that it’s impossible to attribute everything affecting the business community to a single event, even one as far-reaching as the Sept. 11 attacks. Other factors likely have had a greater impact on the pest control industry, including weather and the economy, which has been directly and indirectly impacted by the events of Sept. 11.

"I don’t see anything right now that ties into Sept. 11 as far as what we do on a daily basis. Right now, my situation is ‘business as usual,’" said Richard Kirshner, president of Aerex Pest Control Services, Chicago. "At this point, I think there are so many other issues. So many people are worried about other problems whether it’s mosquitoes and the West Nile virus or it’s the market because they don’t have the same assets that they had last year. They’re worried about their jobs since Sept. 11. Things have changed. It’s not the same as it used to be. I don’t think it will ever be the same."

With all the turmoil companies have experienced in the past year, it seems that business in the pest control industry has remained somewhat unaffected.

"I do think that we have some of the fallout with the economy," continued Kirshner. "Can we blame the economy on Sept. 11? Certain people think they can. I’m not sure. The economy isn’t good right now. There are people losing their jobs. There are people that are not paying their bills quite as quickly as they used to."

Like the rest of the country, pest control companies are adapting to the "new reality" and moving forward with optimism.

"I don’t want to say that it’s almost ‘business as usual,’ because that would trivialize a horrific event. But in my honest opinion, I don’t see any significant changes other than bumps in the road," said Richard Kramer, director of technical services, American Pest Management, which has three offices in the Washington D.C. area. "We understand the need for security. So we just say, ‘That’s the cost of doing business,’ and proceed. We don’t complain about it. That’s what we’ve got to do to do our job."

"Nobody has thrown us out or said that they don’t need pest control services," added Siddiqi. "It has not affected the bottom line, but has certainly made us jump through a few more hoops to clear security."

Despite the inconveniences, however, PCOs say the industry has stood tall, performing well under challenging circumstances. "I think the general feeling is that we’re not going to be pushed by the terrorists. They’re not going to dictate our lives," said Joe Adamo of Southern Mill Creek Products of Ohio.

The author is a freelance writer in Milwaukee, Wis. He can be reached via e-mail at daustin@pctonline.com.

Arab Termite & Pest Control Feels Fallout

While many companies have been affected financially by the events of Sept. 11, at least one pest management company was affected physically as well.

"Having Arab as a name had an effect on our business," explained Syed "Sid" Shah, owner and president of Arab Termite & Pest Control Inc., Indianapolis, Ind. "People who are not familiar with the name may associate us with the Middle East," he said. Shah is a native of Pakistan.

Here’s how the name "Arab" came about for Shah’s company: In 1929, The Federal Chemical Company Inc. was founded. The popularity of Oriental rugs was widespread, as was damage caused by insects. The company developed a chemical formula to control moths and carpet beetles and company officials chose a name for the newly formed company that evoked images of flying carpets — Arab (pronounced A-rab) — from the story One Thousand and One Arabian Nights.

Because of the company name Shah lost some accounts this year in the wake of the Sept. 11 terrorist attacks. One account, the police department of a small suburban community the company had been servicing since 1984, canceled Arab’s services following the terrorist attacks. Shah explained the name of the company to police department representatives, but to no avail.

"I don’t know how much business we have lost on account of 9/11," Shah said, but it has had some impact on business. One Arab office, a franchised pest control company, received several threatening calls after Sept. 11. There were a few incidences of people shouting slurs and throwing bottles at Arab trucks.

To help remedy the situation, Shah added signs to his fleet of trucks that read, "American owned and operated since 1929."

"It has helped," said Shah. "We have not heard any slurs or had any bottles thrown at the trucks since adding the signs."

Shah added that the community generally has been supportive and has not caused problems. "Personally, being an owner of a company with an ethnic name, I have received many calls of concern, support and prayers (since Sept. 11) for which I am grateful," Shah said.

PCOs REVIEW HIRING PRACTICES

A renewed conviction for security has prompted some to raise the bar slightly in hiring practices.

“We’ve gotten more strict with background checks — doing due diligence — when we hire someone. I think that’s something that should be considered now,” explained Mike Deutsch, technical director, entomologist and industry hygienist for Assured Environments, New York. “We did background checks prior to…for many years. But now, of course, the company we use also is a little bit more diligent in checking somebody’s background.” The policy at Assured Environments also includes drug testing.

“I would think that other people in the industry, probably all industries, increased their surveillance of new employees as a matter of fact,” Deutsch said.

CLEARANCE TO ENTER MANHATTAN TOUGHENS
Tom Florio, manager for Ryan Exterminating in Staten Island, N.Y., explained the process of gaining clearance just to service clients’ buildings in Manhattan.

“The process to get a badge was… OK, first of all,” Florio said. “When you’re at the account you have to have a reason for being there. Now you have to see a supervisor or a manager that knows your purpose there. They have to fill out a form. You have to give all your information — your social security number, your height, weight, everything — they want a full description of you.

“After they fill out that form it is then signed by your employer. You bring it back to them and they OK it. Then they send you to another location uptown for a photo. Then and there they’ll make you a laminated pass that you have to wear around your neck at all times when you’re in the area.

“That was something that was never done before Sept. 11, obviously. But now it is,” explained Florio. “They’re looking out for your best interest. They don’t want anything to happen there ever again. You can’t blame them for that.”

A CONSISTENT IMAGE OFFERS SECURITY

Trucks with your logo on it, uniformed technicians, and identification badges all add up to a good professional image and build brand awareness. Now, it also represents good security and possibly peace of mind for customers.

“There is a greater concern for security,” explained Andy Linares, president, Bug Off Pest Control Center, New York. “In other words, if [pest control companies] didn’t stress using uniforms in the past, they are doing so now. Have a uniform. Have an ID. Identify yourself as what you are—as a pest control operator. So I would say that would be one change [in security] I’ve noticed.”