Unmatched in Service Skills and Professionalism

In 1989 at age 25, Luis Colon, the 2015 PCT/BASF Termite Technician of the Year, moved to the U.S. from his native Puerto Rico to make a better life for himself and his family. Like many new to this country, he discovered that America was full of opportunities and challenges. Fortunately for Colon, in 1997 he found a profession in pest control that has rewarded his hard work and commitment with not only income and a career, but with lifelong personal and professional friendships.

For the last 18 years, including the last five at Apopka, Fla.-based Heron Home & Outdoor, Colon has been a standout service professional, exhibiting a strong work ethic and exemplary customer service skills. Moreover, his ability to show compassion for not only his peers but for his customers is unmatched, according to Heron Quality Manager Ryan Berry. “Luis is always professional, has exceptional customer service skills and is the most down to earth, level-headed and patient person that I have ever worked with,” he said. “All of his customers absolutely adore him and call us quite frequently to not only compliment him but to request that only he services their properties.”

Growing up in tropical Puerto Rico, Colon was always aware of insects. But that’s not to say he was always interested in managing them. He attended college in Puerto Rico with career interests in teaching and later computer programming. Colon held several jobs in Puerto Rico, including working in the banking industry, where he met his wife Anna (the couple eventually divorced). While Colon still loves his homeland, which he describes as having a similar culture to the United States, he wanted to come to America for a better life. After arriving in the U.S., Colon found work at a furniture store and then got a taste of the service industry working for a cleaning company. In 1997 he answered a Middleton Lawn & Pest Control ad looking for technicians. It turned out to be a great connection for both parties. “Middleton was more than a company, it was a second family for me,” he said.

Colon was hired by Lynn Briggs and Joe Patti — two people who have been influential in his professional life. He quickly took to pest control, putting his own personal touch on service. “I liked it because I felt like a private investigator trying to uncover a problem. One of the things I learned was to talk to kids. Sometimes they will follow you around and ask questions. I will ask them questions too.” Connecting with customers came naturally to Colon. As Heron’s Berry noted, “Luis always has a positive attitude, no matter what the circumstance and is always willing and eager to help others in any way possible. All of our other technicians look up to and respect Luis, as do I, and we all enjoy working with him each and every day.”

After several years working in general pest control, Colon transitioned to termite work. He credits trainers and managers from Middleton for teaching him termite biology and how conducive conditions can lead to current or future termite infestations. Colon said there are similarities and differences between a general pest control inspection and a termite inspection. “You’re analyzing a situation to determine and reading signs, and also determining which type of treatment is best for that house. The best advice I have for doing a quality termite inspection is to take your time during the whole process.”

What separates Colon from other technicians is that he’ll spend hours in enclosed areas such as crawlspaces and attics performing inspections and making treatments. It’s physically challenging work compounded by extremely hot Florida weather. But Colon does his best to take these obstacles in stride. “Sometimes I will get myself in the mindset that I’m like Indiana Jones down in a well,” he said.

Heron Branch Manager Brian Sullivan said what motivates Colon to perform great, thorough termite work is what has always driven him. “He has an intense desire to be thorough and to provide best-in-class customer service.”

After honing his skills as a general pest control and termite technician at Middleton for 13 years, Colon was presented with a new opportunity in 2010. While Colon was running a route for Middleton he noticed a Heron technician and approached him to “talk shop.” In the course of their conversation, Colon discovered that one his mentors, Greg Carrol, a former manager at Middleton, was now at Heron. Another ex-Middleton executive now at Heron was Joe Patti, who had become a Heron co-owner, along with Steve Okros and Rodney Lackey.

Under the direction of Patti, Okros and Lackey, Heron has become a successful and fast-growing company. Launched in 2002 as a three-man company, Heron has grown to nearly 200 employees serving residential customers in nine counties, with additional expansion plans. Earlier this year, the company announced the addition of Greg Clendenin as CEO. Clendenin, a 35-year industry veteran, was longtime president and CEO of Middleton Lawn & Pest Control.

With many of his former coworkers, managers and mentors at Heron, Colon decided to join them, and in 2010 was hired at the firm. He’s been an important cog in the company’s growth, exceeding quarterly goals in sales, attendance, customer retention, quality control and finding leads.

Colon also has proven to be a skilled adaptor, including becoming proficient at IPM. Sullivan noted, “Luis understands how to properly assess the specific needs before treating with any products because of his extensive knowledge and experience in the industry. Luis’ inspections are very detail oriented, allowing him to solve customers’ issues with minimal product usage.”

As Colon has continued excelling at Heron, he was given additional roles and responsibilities, including helping other technicians manage their workloads, troubleshooting and training. And as Heron continues to grow, new training opportunities may arise for Colon, a prospect that intrigues him. In the meantime, he’ll continue serving his customers, coworkers and company with the same dedication and enthusiasm that have made him a company leader the last five years. “Heron’s been a great place to work and it starts with the owners,” he said. “They realize that if they treat you well and you are happy, you will feel good about yourself and the company, and you will do your best for the customer.”