[Leadership] Tom Brackett

The fact that the cold weather on the Jersey shore drove Tom Brackett south was fortunate for the firm he now leads — Terminix, the industry’s largest pest control company.

The fifth of eight children in an Irish Catholic family, Tom grew up knowing that those with the drive to succeed, usually do.

Brackett’s parents, George and Margaret, instilled in him a strong work ethic. His father passed away 15 years ago, and his mother, now 80, "is sharp, tough, and always has been supportive of all her children," Brackett says. "I come from a good nucleus, a strong foundation. You appreciate that as you get older."

A BRIGHT FUTURE. In keeping with his affinity for warm weather, Brackett moved to Florida and earned his undergraduate degree from Florida International University in Miami. He had decided to attend college in Florida not only because he enjoyed the warm climate, but also because one of his brothers lived there.

"I also wanted to get out of my comfort zone," reflects Brackett. "I have no regrets about moving to Florida."

Always ambitious, Brackett paid for his entire college education himself. "I didn’t have to take out loans because I worked full time for a family-owned business called Rinker Materials," says Brackett. What’s more, thanks to his stint in the military, the G.I. Bill covered most of the cost of Brackett’s master’s degree at Webster University in St. Louis, Mo.

Along with his rich education, Brackett’s upbeat, energetic personality opened doors he would never have imagined. Though he didn’t pursue many of them, it’s worth noting that he was accepted into law school and had opportunities to work for some large Fortune 500 companies, as well as federal law enforcement agencies.

For his part, Brackett believes the density of people in New Jersey naturally creates a competitive environment. "I also think if you grow up in a big family, you grow up competing with your brothers and sisters. You have to stand your own ground, especially if you’re one of the younger members of your family fighting with the big boys!" Brackett says. He also contends that growing up in a competitive environment inspired him to succeed. "I’ve never been afraid to take chances," Brackett said. His high school days included sports such as competitive football and ice hockey. "I had opportunities to play college ball, but I saw too many people who went into sports and never graduated. I was more interested in getting an education and getting out," Brackett says. "I wanted to get that college degree. I’ve always been a very driven, high-energy person who likes to be challenged."

While in the Army, Brackett worked in the office of the staff judge advocate. Upon getting out of the Army and earning his degree, he answered a blind ad by Terminix. "I was weighing all of my options at the time and I figured an interview with Terminix would allow me to practice my interviewing skills," said Brackett. "I fell in love with it immediately. It’s a very people-intensive versus asset-intensive business. I entered the Terminix management training program in 1992 and I’ve been with the company ever since," he recalls.

After being promoted to COO at Terminix, Brackett graduated from Harvard Business School’s eight-week Advanced Management Program. "It’s an intensive course where you’re with top-level CEOs from everywhere in the world. One out of 10 Fortune 500 CEOs have graduated from the program. You’re tested and challenged throughout the course." A side benefit of the program, he notes, is that it leaves you with a network of some very bright people from whom you can ask advice.

A MOBILE PRO. During Brackett’s varied career with Terminix, he has worked as branch manager, sales manager, regional sales manager, region manager, division vice president and COO in Florida, St. Louis, Chicago and Memphis.

"I have always respected the fact that Terminix is a performance-based company and the opportunity for growth is always there. I was always open to moving if it meant a better opportunity. Running branch operations in South Florida was the best way to learn the business because there’s so much pest pressure and competition down there. It’s been a good fit because of the many opportunities the company has provided me and my family."

Brackett says in recent years Terminix has enhanced its technology platform, a key initiative of the company. In fact he notes over the past several years the organization has emphasized the implementation of such technology as hand-held devices and distributed call management.

Those initiatives were particularly apparent amid the recent economic downturn. "This past year was challenging due to external conditions and residential pest control in decline. The top line was challenged, but we blew out the bottom line through greater efficiency and execution. Systemically, we’ve become a much strong-
er organization over the past few years," Brackett proudly explains.

The company is beginning to offer products to their customers that leverage the Terminix brand while adding value. Upon completing a residential pest control service, for instance, customers are provided a natural product called Terminix SafeShield, a micro-emulsion technology product they can apply themselves, says Brackett. Terminix also has developed some commercial products as they extend their product offerings into the consumer segment. A customer-centric business model enables the company to centralize, standardize and execute, and at the same time, enhance the customer experience during every contact, Brackett says.

"Now that we’re partnering with the client by offering them a natural product, we’re saying, ‘Why not reach for a Terminix-branded product instead of an off-the-shelf product?’ Using a product with a name they trust if they see an insect reduces the need for extra services and reduces callbacks," Brackett says. He notes that providing maintenance products to customers hasn’t cannibalized their service at all. In fact, it has enhanced the consumer’s perception of Terminix.

The recession put an unusual strain on businesses like Terminix. It has mandated more creativity in financing and options for customers. "We didn’t back off a lot of our initiatives during the recession. In fact, we worked harder to get them implemented and it’s paid off this year," Brackett adds.

PERSONAL INSPIRATIONS. Among the people who have influenced Brackett along the way are former Terminix leaders Don Karnes, Albert Cantu, and Katrina Helmkamp. "I’m a product of the Terminix culture," Brackett explains. "All of these people have brought different qualities to the relationship, qualities that have helped shape my management style. They’ve helped me evolve as the leader of one of the industry’s great organizations."

Another individual that has inspired Brackett over the years, he says, is Harvey Massey, CEO of Massey Services in Orlando, Fla. "He shares a history with Terminix," says Brackett. "We’ve always considered him part of the Terminix family."

On the home front, Brackett takes particular pride in the environment he’s worked to create within his own family. He and his wife Lisa have two children – Tommy George, who is in fifth grade (age 11), and Patrick, age 5. Sports continues to play a role for each member of the family, with Tommy being a nationally competitive freestyle and Greco wrestler, and Patrick also very active in sports. Meanwhile, Lisa serves on the sports commission at the church where Patrick plays.

Lisa is Brackett’s high school sweetheart and the couple has been married for 21 years. "I met her the first day of high school and we dated off and on for a number of years. She went to Monmouth University and we started dating again in the middle of college. She’s been putting up with me for 21 years," Brackett explains with a smile. "You can’t get it done without the support of your wife!"

An adamant family man, Brackett, 44, spends much of his free time with his sons in gyms and arenas. He attributes his inspiration to his kids. "They’re amazing. You’ve got to prepare your children emotionally, academically, and spiritually if they’re going to excel. I see that as my major responsibility in life. I play golf once a year with Terminix, but that’s about it. I try to live life like the adventure it deserves to be."
 

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IN BRIEF…

NAME: Tom Brackett

POSITION: President and Chief
Operating Officer

COMPANY/AFFILIATION: Terminix

LOCATION: Memphis, Tenn.

PERSONAL: Married 21 years to wife Lisa; two children — Tommy George, 11 and Patrick, 5; sports enthusiast

CAREER HIGHLIGHTS: Has worked as branch manager, regional sales manager; region manager, division vice president and COO for Terminix; served in the U.S. Army; holds a bachelor’s degree from Florida International University, Miami; master’s degree from Webster University, St. Louis, Mo.; graduated from Harvard Business School Advanced Management Program
 

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Brackett Supportive of Terminix’s Outreach Efforts

Earlier this year, Terminix unveiled a traveling educational exhibit named Harry’s Big Adventure: My Bug World! at The Children’s Museum of Memphis, an illustration of the company’s longtime commitment to community education and outreach.

The exhibit, developed by Terminix, is a multi-sensory experience that immerses visitors into the world of bugs. Hosted by Harry the Chinese praying mantis and his insect friends, the exhibit features live bugs, video, audio, games and more and is designed to give spectators an up-close view of nature and a new perspective of the role insects play in our environment.

"As a company, we’ve always worked to advance the awareness and understanding of insects," said Tom Brackett, Terminix president and chief operating officer. "Given our knowledge and expertise of the insect world, it was only fitting that we develop this one-of-a-kind experience that celebrates insects in their natural environment and educates people about the complex role they play in our ecosystem."

Harry’s Big Adventure: My Bug World! takes visitors on a unique journey through the habitats, sights, sounds and social structures of some of the ecosystem’s smallest, yet most important contributors. Guests get an opportunity to explore freestanding habitats like a cropland, forest, meadow, swamp and even a house to see how insects and arthropods impact their surroundings, the environment and ultimately human lives. Special weekend programming features a live insect petting zoo, cricket spitting competitions, roach races and a bug chef.

Harry the Chinese praying mantis originally made headlines in 2008 when he traveled from Memphis, Tenn., to New Orleans, La., for the grand opening of Audubon Insectarium, the largest freestanding museum of its kind in the United States. Harry was the final bug to enter the Insectarium’s collection. Since then Harry has journeyed to other science centers and children’s museums to educate the world about bugs and has enjoyed so much success that Terminix decided to create an exhibit to further his efforts.

Harry’s Big Adventure: My Bug World! is more than 4,000 square feet in size and will travel to educational museums around the country.