Culture Rules, People Win

Certainly, we find ourselves in an era of economic uncertainty. High inflation, unlike anything experienced since the 1980s, continues to impact both our businesses and personal lives. The labor market remains tight across various sectors in the U.S. Interestingly, the stock market has responded positively to layoffs by major corporations such as Amazon, Microsoft, IBM, Goldman Sachs, as well as familiar neighborhood brands like Whole Foods and Gap.

Despite the challenges we face daily, our industry’s overall outlook remains optimistic, and for good reason. We play a vital role as protectors of public health, food supply, and property. Every day, our industry works tirelessly to ensure the safety and well-being of Americans from pests and the diseases they carry, and our customers continue to recognize the importance of our services, contributing to the growth of our industry.

However, even with a positive outlook, it’s crucial to recognize the need for improvement in our companies, especially in advancing our society. I recommend several areas for consideration, with none more critical than our people and company culture. With the current tight labor market, hiring is challenging, making it vital to keep existing employees engaged and satisfied, as well as warmly welcome new hires. We must enhance the company culture to improve the team member experience. As the leader of my family’s 59-year-old company, preserving our “family feel” is my top priority, as it defines our uniqueness throughout our history.

Maintaining a clean, inviting, friendly, and genuine workplace has been the foundation of our company, and that core value will remain steadfast regardless of economic fluctuations. The HR team has done an excellent job creating opportunities for our team members to have fun and work together. Recent events such as the Summer Solstice Ice Cream Social and National Hot Chocolate Day, held in each of our 175 service centers, demonstrate our commitment to fostering a positive work environment. These events, while fun and competitive, also strengthen camaraderie among team members.

It’s not all about fun and games though. Our company actively participates in community initiatives, such as collecting over 5,000 coats for local veterans during winter and providing cooling cloths to team members ahead of hot summers. When Hurricane Ian struck our offices and team members’ homes in SW Florida last fall, our Arrow Rockstars took swift action, collecting money, clothing, and necessities to aid those affected by the storm, showing their initiative and dedication.

Creating and maintaining a strong family culture doesn’t happen overnight. It requires ongoing investments of time and energy but it’s well worth it. Our employees are not just colleagues; they are our family. Celebrating our successes and supporting each other during challenging times creates a sense of belonging that is invaluable. Focusing on our people and nurturing our culture during these uncertain times will undoubtedly yield long-term benefits for all of us.

Emily Thomas Kendrick, CEO