PestWorld Magazine: January/February 2011 by Janay Rickwalder

january february 2011

For MEMBERS ONLY of the National Pest Management Association

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» Termite Trends 2011 » The Business of Bed Bugs

contents January february 2011

Insert

Library Update: Blood Borne & Airborne Pathogens (Universal Precautions)

F e at u r e s

Trends 2011 4 Termite Four factors shaping the industry

As pest management professionals in the field every day, there are many potential exposures to blood and airborne pathogens. In this update, we will examine universal precautions, what exactly airborne pathogens consist of, and what OSHA requirements are involved.

By Paula L. Yoho Termites can spell trouble for homeowners, but termite inspection and treatment services are big business for PMPs. As we look ahead, change is on the horizon for PMPs as termite populations, treatment methods, and even market demand for pest control services re-shape the evolving pest management industry.

Business of Bed Bugs 8 The What their resurgence means for your pest management business By Kristine L. Dugan Regardless of the reasons behind the recent resurgence in bed bug infestations, two questions loom large: How are we going to get rid of them? And what does the resurgence mean for PMPs?

d e pa r t m e n t s

2 Executive Vice President’s Message For MEMBERS ONLY of the National Pest Management Association www.npmapestworld.org

14 Operations Management

16 Ask the Expert

26 QualityPro

20 Marketing Corner

28 Calendar of Events

executive vice president's message

would be remiss if I didn’t begin this issue’s column with a congratulatory note to NPMA Member Bob Dold of Rose Pest Solutions, who was elected to the U.S Congress in one of the key Congressional races in the country, winning a seat in the U.S. House of Representatives representing the northern Chicago suburbs. NPMA extends our heartfelt congratulations to Bob on a much-deserved win! Bob and the other members of the freshman class will have their work cut out for them this session, as the outcome of last year’s election has resulted in a new Congress that is essentially gridlocked from the starting gate. However, history has proven time and again that this is this exact type of environment in which the most behind-the-scenes action seems to occur on the Hill. And, it is this type of environment in which the pest management industry must remain vigilant. With several key pieces of legislation under review that could significantly impact pest management professionals on a variety of fronts, we cannot afford to become complacent.

Clean Water Act Starting in early April of 2011, Clean Water Act (CWA) permits will be required for certain types of pesticide applications including mosquito treatments and aquatic weed work. While a relatively small number of PMPs are likely to be captured by the permit requirements it will be costly and a bureaucratic nightmare for those that are subject to the permit. Legislation delaying the requirement or altogether exempting pesticide applications from CWA permitting requirement is likely to received some consideration between now and early April. 2

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Endangered Species Act Activist groups continue to undermine the pesticide registration process via legal challenges lodged under the Endangered Species Act. These suits threaten the future availability of many valuable pesticide products. The pest management industry will continue working closely with the pesticide manufacturers and other affected stakeholders to represent the industry and defend the future use of threatened pesticides Bed Bug Legislation With the recent Congressional Bed Bug Forum last fall, we anticipate that Members of Congress will consider holding oversight hearings and writing comprehensive bed bug legislation, focusing on research funding, grants for providing bed bug services, and other bed bug related issues. Legislative Day 2011 NPMA Legislative Day 2011 is an incredible opportunity to meet the 95 new members of the House (86 Republicans and nine Democrats) and 16 new Senators (13 Republicans and 3 Democrats) and begin to lay the groundwork for important long lasting relationships with lawmakers who will soon become Congressional leaders. So, join with hundreds of other PMPs from across the county on March 13–15 and make members of Congress and their staffs more aware of the importance and significance of the $6B pest management industry protecting public health and property and increasing our country’s quality of life. Visit www.npmapestworld.org for more information and to register for NPMA Legislative Day 2011.

Executive Vice President Rob Lederer Editor Janay Rickwalder Graphic Design Blue House © 2011 National Pest Management Association PestWorld is the bi-monthly publication of the National Pest Management Association (NPMA). Editorial Offices: 10460 North Street, Fairfax, VA 22030 Phone: (703) 352-6762 or (800) 678-6722 Fax: (703) 352-3031 Professional and Member Web site: www.npmapestworld.org Consumer Web site: www.pestworld.org For advertising information, call Janay Rickwalder at (571) 224-0384 or e-mail jrickwalder@pestworld.org.

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termite Tre Four Factors Shaping the Industry Termites can spell trouble for homeowners, but termite inspection and treatment services are big business for PMPs. Many companies have built their entire enterprise around the management of termite infestations, and it has proven to be a fruitful endeavor for service providers for many years. Looking ahead to 2011, change is on the horizon for PMPs as termite populations, treatment methods, and even market demand for pest control services re-shape the evolving pest management industry. Here are some of the trends to watch for in 2011: 4

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ends 2 011 By P aula

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L. Yoho

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1. Climate changes Regardless of where a PMP is located, chances are Mother Nature has impacted its business in recent years. Widespread drought, longer and hotter summers, and strong storms continue to effect termite colonies and are proving to be a game-changer for the pest management industry. Dr. Michael Rust, Ph.D., a professor of entomology at the University of California, Riverside, has observed a decline in termite activity in his region in recent seasons, a trend he attributes, at least in part, to the weather. “For us in the arid southwest, the prolonged drought periods we’ve had the last couple years, as well as the unusually hot summers, are having an impact on termite populations and swarming activity,” Rust said. “We’re just not seeing the rains at certain periods in the spring or the fall that would normally trigger really good swarming activity.” Rust is hearing similar feedback from his colleagues in other parts of the country, as well. “I don’t think it’s necessarily because the PMPs are getting better control or killing off the termites, it’s just that some of the environmental conditions are just so bizarre and so harsh that we’re not seeing normal swarming activity.” Things could change in the coming year, Rust said, if weather patterns change. “I think it will come back if we get some rains and wet weather again,” said Dr. Rust. “If that happens, I expect a lot of the termite activity will reappear and business will pick up.”

ly ari g s s n ce illi ne k . s . ’ . t so e ki are of th ust t n j i s e o th PMP me s ar en ’t o r s ’ e n n . e .. o io th t w vity.” tes dit I d se i a n u i h rm co ca h t g act s be he te ntal r t e ha rmin o f f ro n m d s o a n sw vi a l n a e e arr norm z i b ing e e s

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2. Bleak housing market Aside from climate change, the unrelenting economic storm in the U.S. housing market will continue to influence business activity for PMPs in 2011. Record high foreclosure rates are leaving more homes sitting empty for extended periods of time, and banks continue to stifle mortgage lending which, in turn, makes it difficult for realtors to move property off the market. The trickle down effect for pest companies is a decreased demand for termite services. “One of the things I’ve noticed around here is, when homes go vacant, people usually completely turn off the water,” said Dr. Rust. “If you don’t water here, within about three weeks it’s pretty brown. So it could be that the subterranean problem may be somewhat ameliorated because there’s just no water around these structures.” That is good news for property owners, or at least for the banks now in possession of the homes, but it could mean lost business for PMPs. “The drywood problem is just going to continue,” Rust predicts, which could point to new business opportunities down the road, when the housing market picks up again and buyers start snatching up these empty properties. In Arizona, hard times in the financial sector are playing out in a different way. “We’re in a down economy, and many of the customers—the homeowners—are saying, ‘Where can I cut?’” noted Paul B. Baker, PhD, professor and urban extension entomologist at the University of Arizona in Tucson. “Well the answer is, ‘I can cut my pest control.’” Baker said the PMPs he works with have certainly felt the pinch as homeowners hold tightly to their purse strings. “I’ve had people call me and say, ‘I don’t have any money but I’ve got termites. What do I do?’” Baker explained. “You try to help them get through the hard time and then, hopefully whenever the economy turns around and they can get a job, they’ll go out and get a professional to come treat their problem.” 3. Competition from bed bugs Since early last year, termites have been getting some stiff competition from bed bugs as a resurgence of

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the parasitic insects took place in communities and households around the country. The ensuing panic among consumers will likely stick around this year, and PMPs are sure to be faced with strategic decisions about how—or even if—they will incorporate bed bug treatments into their services package. “If you’re in the business of being a PMP, what’s going on right now in the termite market seems to be overshadowed by the bed bug issue,” said Baker. “So when it comes to looking at your bottom line, bed bugs seem to be bringing in more revenue.” For some companies, that may mean making a foray into bed bug treatment. “That doesn’t mean you’ve got to get out of the termite business,” Dr. Baker said. “But you’ve got to decide where you are going to put your resources.” He suggests PMPs re-examine their service offerings and, if necessary, change them to adapt to current market conditions. “I think the value is going to be in bundling some of the services you can provide,” Baker said. “That’s a little bit tricky, because bed bug controls are significantly more labor intensive, and you’ve got to be able to step up and deal with the bed bug issue if a customer has one.” 4. Increased mobility Despite the decrease in swarm activity in drier climates, some termite species have shown resistance and are even begin popping up in areas they are not traditionally found. “The Coptotermes is expanding; how fast I don’t really know—I just know that they’re expanding,” explained Dr. Baker. “One of the places we’re finding them is in railroad ties. Well, if you ship railroad ties to different parts of the county, all you’re doing is taking that Fermosan termite and shoving it around the country. As a result, if they can maintain themselves in that environment, then they’ll eventually end up swarming and spreading by that.” While the southeast remains what Baker calls “the biggest termite market—from Texas to North Carolina and down to Florida,” the Formosan termite is likely to be a factor for PMPs outside the region in 2011 and beyond. The infestations that result from this increased mobility will surely present business opportuni-

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ties in affected regions, but their presence will also drive home the importance of good training for technicians. “I was just mentioning yesterday that I’ve had more PMPs sending me termites to be identified than I’ve had in years, and I don’t know why that is,” said Dr. Rust. “I even called back one of the distributors, who sent me a common western termite, and asked him why they sent it to me to be identified.” It’s a new problem for Rust, who, for years, has worked closely with PMPs to track swarm activity in his region, but rarely, until recently, received such odd inquiries. “I don’t know whether it’s the climate or we’re seeing some alterations in termite behavior or what,” he said. “But I sense that maybe this is the time to do a review on termite ID and behavior and biology.”

Paula Yoho is a freelance writer, editor and public relations specialist with more than 15 years of experience writing for international trade association publications, newspapers, trade magazines and professional journals. Her work has been recognized by the InHouse Design Industry and the American Society of Association Executives.

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the business of

ed bugs By Kristine L. Dugan

What their resurgence means for your pest management business Once the stuff of folklore, bed bugs were thought to be eradicated in the U.S. and other developed countries more than 60 years ago. A recent resurgence in bed bug infestations, however, has shown that perhaps we were too fast to jump to conclusions.

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he problem is so widespread, in fact, that 95 percent of 521 U.S.-based pest control companies surveyed in early 2010 reported dealing with a bed bug infestation in the past year. The findings, published in Bugs Without Borders: Defining the Global Bed Bug Resurgence, a study released last September by the National Pest Management Association (NPMA) and the University of Kentucky, are particularly notable when compared with previous feedback: Prior to 2000, just 25 percent of U.S. survey respondents encountered a bed bug infestation. By some accounts, the resurgence is attributable to globalization—specifically an increase in recent years of international travel, commercial shipping, and military deployments. Resistance to existing insecticides and to changes in treatment methods and products may also be a factor. Regardless of how they made their way to the U.S., two questions loom large: How are we going to get rid of them? And what does the resurgence mean for PMPs? Bed bug biology Bed bugs are parasitic, and their survival relies on the consumption of the blood of humans and other animals. They feed quickly and, on average, lay one to five eggs per day and up to 200 eggs in their life time. Bed bug nymphs need roughly five blood meals to become an adult, and their typical adult life span is 12 to 18 months. These sturdy pests can survive for up to a year without feeding. “Unlike insects like lice, bed bugs don’t attach themselves to the human and travel with them,”

25%

of U.S. survey

explains Coby Schal, PhD, professor of urban entomology at North Carolina State University in Raleigh, N.C. “They take a blood meal and then they jump off the human and go away to hide, but sometimes they inadvertently find themselves in something you carry with you—your pocketbook, in your clothing, and so forth. This is how they are transported from one space to another.” With such prolific rates of reproduction and transportation, bed bugs need many places to hide. As their name suggests, they are most commonly found in beds, because that is where they find their food source. They can also hide in upholstered furniture, behind baseboards and wall hangings, and in cracks and crevices. They have increasingly been reported in many non-residential places as well, from libraries and schools to movie theaters, hospitals, nursing homes, and even retail spaces. Spotting an infestation As with all urban pests, early detection is absolutely critical in successful treatment of bed bugs. “If you allow the population to grow, it expands from the bedroom to other parts of the house, then moves into other rooms within the structure,” said Dr. Schal. “So the problem becomes more severe the longer you let it go.” This can pose a problem for pest management companies who are often called only after a homeowner has attempted to treat the problem alone. In fact, some 51 percent of the PMPs surveyed in Bugs Without Borders reported that more than half of their bed bug clients tried to treat their infestations first.

95% of 521

respondents encountered a

U.S.-based pest control

bed bug infestation prior

companies surveyed in early

to 2000.

2010 reported dealing with a bed bug infestation in the past year.

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Many of the do-it-yourself techniques were not only ineffective, but also dangerous, including applications of ammonia, bleach, fire, smoke, kerosene and even professional-grade pesticides bought on the Internet. By the time they are called in, PMPs can generally rely on visual inspection for identifying a bed bug colony. However, in cases that are less obvious to the naked eye, more advanced detection techniques may be required. Of them, canine detection, in Dr. Schal’s opinion, is the most effective method to detect bed bugs. “Using bed bug-sniffing dogs is an up and coming, and very complicated technology,” he said, adding that pest control operators must own the dogs or contract a dog service, and the dogs have to be trained to work in the field. “If trained well, canine detection is more effective than any other type of detection system that we have.”

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Treatment options Most bed bug populations seem to be resistant to common pyrethroid insecticides, but Schal said some PMPs have reported success with multiple applications of them. Others have had varying degrees of success with dust-based insecticides. “These silica dust-based insecticides are much the same as what we use for cockroaches in that they break the cuticle of the bed bug and cause them to lose water and to desiccate,” explained Schal. “Those are fairly effective, but when they drink our blood they get a lot of water, so dehydrating them is rather difficult.” He finds heat treatment to be the most effective remedy for bed bugs—but it is also one of the most expensive. The PMP must spend a lot of time preparing the treatment area by sealing all gaps and spaces before bringing in a heat generator and moni-

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55%

Bed Bugs lay up to

U.S. PMPs rely on a separate

200 eggs

contract when treating for

in their lifetime.

of responding

bed bugs.

tors to ensure the proper temperature is achieved in a short amount of time, then maintained for several hours. If the temperature doesn’t escalate quickly enough, Schal said, the bed bugs have time to seek a new hiding place, and the treatment will not work. “It doesn’t use any insecticides, so it’s basically an environmental treatment,” he said. “However, this is not a do-it-yourself type of thing and it can be very expensive because it takes very specialized equipment.” The business of bed bugs A global pest infestation of this magnitude could spell huge opportunity for PMPs—but only if they are prepared, from a strategic and management perspective, to tackle the problem effectively. Setting an appropriate pricing structure, for example, is among the critical factors PMPs must consider before adding bed bug treatments to their menu of services. The trend to price “by the job” rather than “by the hour” seems to be the norm around the world, according to Beg Bugs Without Borders, which also found that more than half of the U.S. respondents—some 55 percent—rely on a separate contract when treating for bed bugs.

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Fear may be the biggest factor driving these companies to write up individual contracts for customers who they may already be treating for other pest problems. As a matter of fact, more than three-quarters of the survey’s U.S.-based participants said bed bug litigation and the risk of negative publicity are concerns for their company. Just as many respondents expressed apprehension about the risk of transmitting the pests back to the office or to the homes of their technicians, and both are concerns that PMPs should consider when planning a bed bug strategy. For now, bed bugs still comprise a small percentage of the pest control industry’s overall revenue. But Dr. Schal expects business will be picking up. “I think what we are seeing now is just the tip of the iceberg,” Schal said. “We don’t have very effective ways to control them, because the strategies that we have now are very expensive. So until industry develops better insecticides, better treatments and new technology for treating bed bugs, I think we’re pretty much stuck with them for the time being.”

Kristine L. Dugan is a Cincinnati-based writer, editor and marketing consultant.

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O p e r at io n s M a n a g e m e n t

Coaching Employees: Cultivating Your Key Staff by Linda Finkle

ou’ve hired the best staff possible. You have every confidence in them and, soon after they start, they are exceeding your expectations. Yet if you don’t spend time coaching employees, in a few years they will be...gone. Gone can mean lured away by another firm or not living up to their potential. All staff members need to constantly refine and grow their craft. Working in the trenches helps, but there is knowledge, wisdom and insight that can come only from you, the leader. This requires senior managers to share their most precious resource: time. Leaders and managers of the company must recognize the need to mentor and coach employees— those talented up-and-comers as well as key staff. The investment will produce better client work, growth in capabilities and assumed responsibilities, and continued enthusiasm for the job. That means your firm will not become a kick-off point in a professional’s career path, but a destination.

Your firm will not become a kick-off point in a professional’s career path, but a destination.

Investment in coaching employees does not need to be in large doses. Managers should always be alert for opportunities to guide others. This may come after an error or a miscalculation, or it may be providing insight into decision-making. However, continuous, well-timed guidance will speed the growth process and cut down

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on errors born of inexperience or lack of understanding. When you’re coaching employees, how the message is delivered is as important as the message itself. Browbeating or saying, “This is what I would have done,” will likely be unproductive and have the employee focusing on themselves and how they are feeling, not the value of the lesson. That’s not to say a war story isn’t useful. The key, however, is to demonstrate how the problem was solved or a tough decision reached. As you spend time with staff, query them on what they understand, how they felt about interactions with clients and colleagues, what lessons they learned and what they would do differently next time, faced with a similar situation. Coaching employees creates a stronger and more profitable firm built on sharing knowledge, offering wisdom and advice, directing and redirecting their thinking, and taking the time to find out what they have learned, understand and believe. Final Thought: Not everyone learns at the same rate or has the same interest level in learning. Through the process of inquiry you’ll quickly learn with whom to spend your time. It’s a win for you either way.

Linda Finkle, CEO of Incedo Group, works closely with leaders, entrepreneurs and partnerships to create sustainable productivity, organizational strength and most importantly for these companies and leaders to have more fun. She holds a Master Certified Coach designation through the International Coaching Federation.

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N P M A l i b r a ry u p d at e

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Blood Borne & Airborne Pathogens (Universal Precautions) Jan/Feb 2011

ave you ever experienced a cut, scrape, puncture, bite, or smelled a foul odor? Do you work in confined spaces as part of your regular duties? As pest management professionals in the field every day, there are many potential exposures to blood and airborne pathogens. In this update, we will examine universal precautions, what exactly airborne pathogens consist of, and what OSHA requirements are involved. Universal precautions are safety guidelines in which blood and other potentially infectious materials are handled like they are contaminated. Biological fluids include blood, semen, vaginal secretions, saliva, cerebrospinal fluid, synovial fluid (from joints), pleural fluid (from lungs), and unidentifiable bodily fluids. Adhering to universal precautions means using personal protective equipment and following safe work practices. Previously, universal precautions did not apply to other body fluids like nasal secretions, sweat, tears, urine, and feces. Now, an Occupational Safety & Health Administration (OSHA) document (OSHA 1910.1030 Bloodborne Pathogens) states that universal precautions should apply to all bodily fluids due to the fact it is impossible to know by looking if a fluid contains blood or blood components.

Average Total Incurred Costs Per Claim by Cause of Injury, 2006â&#x20AC;&#x201C;2007

N P M A l i b r a ry u p d at e

Emergency procedures for an accidental or unexpected exposure incident include the following. If blood or biological plasma splashes in your eyes or mucus membranes, flush the area with running water Universal precautions should for 20 minutes. Wash any exposed area thoroughly apply to all bodily fluids due to with an antibacterial soap. Treat all scabs and sores the fact it is impossible to know gently when cleansing skin. Report the exposure to your supervisor as soon as possible. Save any potenby looking if a fluid contains tially contaminated object for testing. And finally, seek blood or blood components. medical care as soon as possible. Employers are required to inform you on how to make an incident report in case you are exposed. After the employer receives the report, they must identify and document the source of the blood or contaminant. Consent must be obtained to test the source personâ&#x20AC;&#x2122;s blood unless he or she is known to be infectious. The employer must inform you of the test results, arrange for you to have your blood tested (with your consent) and arrange for you to receive counseling and medical care. Treatment and follow-up care depend upon the type of exposure, substance involved, route of transmission, and exposure severity. OSHA requires exposure reporting to include the following information: a) the date, time, and location the exposure occurred, b) your specific job title and classification, c)the activity you were performing at the time of the exposure and your training in that activity, d) controls (devices or equipment) used at the time of the exposure e) preventative work practice controls used at the time of the exposure and f) the appropriate and readily available personal protective equipment (PPE) used at the time the exposure occurred.

Average Total Incurred Costs Per Claim by Nature of Injury, 2006â&#x20AC;&#x201C;2007

N P M A l i b r a ry u p d at e

Deathsa by Event or Exposure, United States, 2007

Cases with Days Away from Workb by Event or Exposure, United States, 2007

There are three types of airborne pathogens: viral, bacterial, and fungal. Meningitis, influenza, pneumonia, and tuberculosis are all examples of diseases transmitted through the air. An infectious personâ&#x20AC;&#x2122;s cough or sneeze can send tiny droplets of liquid into the air that contain the pathogen. These contaminants can remain airborne for hours. Exposure does not always result in infection. The likelihood of an acquiring an infectious load depends upon several factors: how contagious the infectious person has become, where the exposure occurs (like a crowded elevator), how long the exposure lasts and finally, how healthy you are at the time of the exposure. Average Total Incurred Costs Per Claim by Part of Body, 2006â&#x20AC;&#x201C;2007

N P M A l i b r a ry u p d at e

One example of an airborne pathogen is tuberculosis (TB). With TB your lungs are usually affected, but it can also affect the brain, spine, and kidneys. Many people infected with TB may not be sick because their bodies are effectively fighting the bacteria and are not contagious. They may develop TB disease later and become contagious. The greatest risk is one or two years after infection and much higher for people with medical conditions that include HIV, diabetes, kidney disease, low body weight, and certain cancers (leukemia, Hodgkinâ&#x20AC;&#x2122;s disease, or cancers of the head and neck). According to the Centers for Disease Control & Prevention (CDC), employees in certain workplaces face greater risks of exposure. These workplaces are commercial airlines, correctional facilities, drug and treatment centers, health care facilities, homeless shelters, and long-term care facilities. To prevent TB infection, engineering controls may include isolation of TB patients, UVC lighting to destroy environmental bacteria (still under research), special air filters, and fitted masks and respirators around people known to have TB. With all of the commercial facilities (especially healthcare), confined spaces, and even blood feeding insects (especially bed bugs and fleas) that pest management professionals work with in the field every day, it is mandatory that you are trained regarding blood and airborne pathogens. To minimize risk to exposure, pursuant to the structural environment in which the technician is working, he or she must observe and utilize all precautions and PPE mandated by both OSHA and the specific facility. He or she may need to attend and complete training provided by that facility. PPE is specialized clothing (non-latex gloves and possibly Tyvek coveralls) or equipment (respirator and goggles) worn by the employee or contractor for protection against an exposure. General uniforms not intended to function as protection against a hazard are not considered to be PPE. Hand washing is considered a primary protection from spreading infection. Overview of Work-Related Be sure to attend a Universal Precautions training Unintentional-Injury Deaths, 2008 program today. Be sure to include a CPR, AED, and First Aid course as well. This training is exceptionally valuable and many times required by your customers and clients. You can sign up for classes through the Red Cross (www.redcross.org) or the National Safety Council (www.nsc.org).

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NPMA helps more than

7,000 companies in the pest management industry each and every day. Why have so many companies turned to NPMA as their business partner?

Easy.

For more information on your membership benefits, visit www.npmapestworld.org

ask the expert

by Jim fredericks

I have a commercial customer with a large atrium inside the building. I have collected multiple immature cockroaches that appear to be oriental cockroaches, but the adults I’ve seen have tan wings. The roaches seem to be living in the planters and mulched areas inside the atrium. Any ideas what they are?

The insects in question are Surinam cockroaches (Pycnoscelus surinamensis), an exotic species that is established in the Gulf Coast states. In the northern parts of the United States, it is primarily a pest inside greenhouses and indoor atriums. Adults are approximately 0.75 to 1.0 inch in length with wings that extend past the tip of the abdomen. The cockroach is uniformly dark brown except for the front and side edges of the pronotum and wings which are light brown in color. The nymphs look a lot like oriental cockroaches, but upon closer inspection you will notice that the last five abdominal segments have a dull, rough appearance in contrast to the glossy sheen of the rest of the body. Believe it or not, all of the Surinam cockroaches found in the continental United States are females. It turns out that they reproduce parthenogenetically (without fertilization) resulting in the offspring being clones of the mother. No males have ever been observed for this species. A closely related species, P. indicius is found in Hawaii and the Indo-Malayan region, and has both male and female forms. Surinam cockroaches typically prefer to burrow into loose soil, leaf litter or mulch and remain hidden during daylight hours. After dark, they emerge and feed on plant material, often causing substantial damage to plants in greenhouses and managed interior plantscapes. Harborage areas are sometimes difficult to identify since these pests are known to burrow three to four inches deep and only emerge under cover of darkness or following heavy watering of potted plants.

I found what I originally thought were gnats, but appear to be really tiny cicadas clinging to the inside of a window screen in a customer’s house. Are they cicadas? What are they doing inside the house?

The insects that you are encountering are called psyllids (SIL-ids) and are commonly called jumping plantlice. These insects are typically not an indoors pest, but may have found their way in from the outside through cracks and crevices as the weather cools. They can be a pest in ornamental plants particularly hackberry trees (Celtis occidentalis). Adult psyllids overwinter in protected sites such as in cracks and crevices under loose bark or behind the siding of structures. After emerging from these sites in the spring, hackberry psyllids lay eggs on hackberry tree leaves. As the nymphs grow and feed on the leaves, the plant defends itself by growing abnormal fleshy tissue that surrounds the growing psyillid, creating a gall. Adult psyllids emerge from feeding inside galls in the late summer and will congregate on the sunny sides of buildings, eventually finding their way inside cracks and crevices around windows. Psyllids are typically nothing more than a nuisance pest, and as the weather becomes colder, the infestation may resolve itself. However if the problem occurs year after year, it might make sense to recommend that the customer have any hackberry trees on their property showing signs of infestation treated with an appropriately labeled product. From an IPM perspective, psyllids are attracted to lights, so it makes also makes sense to address outdoor lighting to make the structure less attractive to these overwintering pests.

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Q A

I’ve been told that bed bug nymphs can survive without a blood meal by eating bits of dried skin particles found on mattresses, is this true?

Bed bugs (Cimex lectularius) have mouthparts that are modified for eating one thing— blood. Bed bugs are considered true bugs which all have gradual metamorphosis, meaning that the immature stages look like, and exhibit the same feeding preferences and habitat as adults. Both nymphs and adult bed bugs feed exclusively on blood. In fact, a blood meal is required for nymphs to develop from Feeding bed bug nymph one nymphal instar to the next. In addition, blood Source: Centers for Disease meals are required by adult Control and Prevention http:// phil.cdc.gov/phil females to produce eggs. Your source may have been confusing the nutritional preferences of bed bugs with house dust mites (Dermataphagoides spp), which do not feed on human blood, but consume shed human and animal dander (skin particles), mold spores, pollen grains and feathers. High populations of these tiny (0.33 mm) mites are often present in mattresses and furniture. Even though house dust mites do not bite, they are considered one of the top causes of allergic reactions and are considered a major factor for most asthmatics.

I have a general household pest control customer that insists that she is being bitten by bed bugs. The problem is that no matter how many times I inspect the bedroom, I can’t find any bugs. Based on my inspection, I’ve refused to perform a treatment. Do you have any advice?

First of all, you are making the right decision by not performing a treatment until you have evidence that an infestation is present. In all cases, the first step in an IPM program is to inspect and identify the pest you are dealing with. Having said that, you may want to try these ideas next: 1. Don’t dismiss the customer right away. Make sure you have inspected every possible place that the bed bugs could be hiding. Inspect the couch and chairs in the other rooms, take a look at the upholstered seats in your customer’s vehicle and take a look in the attic to rule out the possibility of bat bugs. 2. Consider the fact that your customer might be being bitten by another household pest. Aside from bed bugs, the only other likely structural pests that could bite your customer are brown dog ticks (unlikely) and fleas. However unlikely it is that you have overlooked these potential pests in your previous inspections, sometimes, when you are searching for a specific thing, other possibilities can be neglected. 3. It could be that your suspicion that no biting pests are present is correct. In this case, the “bites” could be unrelated to pests and could be caused by environmental factors like dry skin, irritations from cosmetics, and reactions to household cleaning agents or detergents. The problem could also be a serious psychological condition in which the victim has the irrational belief that they are infested by insects (see NPMA Library Update June/July 2007). In this case, the situation is well outside the area of expertise for the pest management professional. If you are convinced that you have done everything in your power to identify the potential pests, then it’s okay to tell your customer that you can’t do anything for them and they might consider seeking a physician’s help for their skin condition.

www.npmapestworld.org

january/february 2011

PESTWORLD 17

M a r k e t i n g Co r n e r

Harnessing the Power of

Customer Testimonials Let Your Customers Be Your Ambassadors by Missy Henriksen

ave you ever received a glowing recommendation from a customer? Think about how good you and your employees felt upon hearing that feedback. Customer praise not only makes you and your employees personally proud, but it can also influence others to work with your company when it’s put to proper use. The power of testimonials is second to none. Think of how many times people turn to their friends, neighbors and colleagues for recommendations; which restaurants to try, which movies to see, which professional pest

About a third of the respondents to the 2010 Pest Control Attitudes and Usage Survey said they would like to receive e-mail from their pest control company

control company to use, among many others. A positive or negative peer review wields a lot of power and can have a tremendous effect on a company’s reputation and ultimately their bottom line. According to the 2010 Pest Control Attitudes and Usage Survey conducted by the Professional Pest Management Association (PPMA), 77 percent of current and past users said they never switch professional pest control companies, which shows strong customer loyalty and retention. Those

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fiercely loyal customers can be the best ambassadors for a company. Using customer testimonials in advertising and marketing efforts is an effective way to not only build credibility, but also to offer new customers a sense of trust and familiarity. According to Hal Licino, author and marketing expert for Benchmark Email, a leader in email marketing services, people are seven times more likely to buy or try based on a testimonial than if they saw a paid advertisement. It’s Easy to Collect Customer Testimonials Collecting customer testimonials doesn’t have to be an arduous task. Once you get started, you may be surprised to find that customers actually like having the opportunity to lend their opinion. And definitely do not feel like you are asking too much of them—customers want to hear from you, too! When asked what type of follow-up communications they would like to receive after having a home inspection or treatment done, about a third of the respondents to the 2010 Pest Control Attitudes and Usage Survey said they would like to receive e-mail from their pest control company. Phone calls were second with note cards requested by about a quarter of the respondents. Whichever method you choose, the follow up is the perfect way to begin gathering their thoughts on their recent service. In this follow up correspondence where you would normally thank customers for their loyalty or remind them of upcoming maintenance, seasonal pests, etc., you can also ask them to write a brief review of their experience and feelings toward your company. Perhaps they can simply reply to an email or be directed back to a submission form on your company’s website. The easier the process is, the more likely they will be to follow through with submitting their feedback. Be sure to disclose that their words may be used in marketing collateral and/or advertising and obtain their permission. Although written feedback is preferable due to its many uses in printed marketing materials and website content, if you do want to collect a review over the phone, ask if the conversation may be recorded.

www.npmapestworld.org

marketing corner

People are seven times more likely to buy or try based on a testimonial than if they saw a paid advertisement.

Testimonials are often easier to obtain from established and loyal customers. However, it is never too early to start collecting this important feedback. New customers can provide sought after advice to other potential customers who are either unhappy with their pest control company or for those that have a specific need and are unsure if hiring a professional is the way to go. To sweeten the deal for both longtime and new customers, discounts or small, inexpensive gifts such as movie tickets and $10 gas or grocery store gift cards can be offered to those who willingly write testimonials recommending your company. Ensure Authenticity Anyone who has seen an infomercial has undoubtedly been skeptical of the testimonials touting the most amazing product ever—and for good reason!

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In some cases, customer testimonials are not always legitimate and can appear made up. To combat any potential skepticism of your testimonials, use these helpful tips to ensure yours are authentic: 1. Ask for a review of services when you are sure the customer is satisfied. 2. Avoid asking employees or employee family members to provide testimonials — even if they are satisfied customers themselves. 3. Set up a company-wide system for collecting testimonials. 4. Always ask the customer’s permission. 5. Collect additional information about the customer, such as a photo, full name (if they want to provide it) and anything else that will lend authenticity to their words. Allow commercial customers to add their websites to the testimonial. 6. Try using specific numbers when possible, such as how much a customer may have saved by bundling several services or how much termite damage was prevented. 7. Make sure the testimonial is personalized and touts a specific service or reason why the customer is happy and why others should pick your company. 8. Collect testimonials that reflect your diverse customer base. For example, using one customer too often can be perceived as a hired spokesperson; and only touting residential services could potentially drive away commercial opportunities. Although it may be tempting to create a testimonial to get the “ball rolling” or to obtain them from sources that are not actual customers, such as employees, faking it is never the way to go. Made up testimonials can damage your reputation as a credible business. Instead, standing by good customer service and being fair and transparent will earn you a loyal customer following who in turn will be happy to provide you with their honest testimonials.

www.npmapestworld.org

marketing corner

It is also important to comply with the Federal Trade Commission (FTC) regulations for the use of testimonials in advertising. Visit the FTC website: http://www.ftc.gov/opa/2009/10/endortest.shtm for more information. Using Customer Testimonials Effectively Testimonials tap into a customer’s emotional need to buy a service or a product and can be more effective than typical sales jargon. Here are 10 tips for using customer testimonials successfully: 1. Post testimonials on prominent places on your website. General testimonials about your company or service should be placed on the home page while service-specific testimonials should be put on their appropriate pages. 2. Testimonials can be used in online and traditional advertising. 3. Use the testimonials in promotional materials like brochures, fliers and direct mail to attract new customers.

Post testimonials to your company’s Facebook page and ask commercial customers to recommend your company on LinkedIn.

4. Create organic growth by using service-specific testimonials to market additional services like holiday lighting, lawn care or mold remediation to existing pest control customers in bill stuffers or sell sheets. 5. Encourage satisfied customers to go online and write reviews on appropriate websites, forums and their social media platforms whenever possible. 6. Post testimonials to your company’s Facebook page and ask commercial customers to recommend your company on LinkedIn. 7. For those standout reviews, consider recording a video of the customer delivering the review and post it on your website and other social media platforms. 8. Use a brief testimonial in your email signature. 9. If some of your customers agree, provide their contact information to potential or new customers so they could ask questions about your company and service themselves. 10. Obtain new testimonials on a regular basis to keep website and marketing content fresh. The Bottom Line Leveraging your best and loyal customers and letting them speak for you will translate into positive results for your company. Make sure the testimonials are honest and real so that potential customers will respond to them. Customer testimonials are just one part of an effective and comprehensive marketing plan. They are easy and inexpensive to collect, but they are very powerful and successful when used correctly.

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www.npmapestworld.org

Now the best software in the industry just got better. The NEW Enterprise Edition of PestPac Online - more features, new price. * Increase revenue, productivity and profitability through PestPac’s advanced reporting features. View your technician productivity, revenue, marketing performance, and salesteam statistics for any date range. * Improve cash flow by using the Advanced Collections module features to organize your collections procedures to more efficiently and more effectively collect outstanding balances. * Generate more revenue from existing customers and cut customer communication costs by using the Customer Account access module. Now your customers can access key account and service history, request a service, and pay bills. You can even market new services to each customer with PestPac’s new cross-sell tool. * Integrate with QuickBooks or any other general ledger accounting software using the General Ledger Link. Seamlessly sync accounts receivable data to ensure that you have an accurate, up-to-date financial picture for your company. * Optimize your routes using the Visual Route Manager by simply highlighting appointments on a map and assigning them to a particular day or technician. * Close more sales and better understand the ROI of your marketing efforts using PestPac’s Lead Import tool. Link your web site lead submission pages or other online lead sources directly to your PestPac Software. You can even upload sales leads from Sales Genie or other list providers to track performance on all your programs. * Save the hassle and cost of having hardware in your office. Use one centralized database for all of your branch offices and ensure that your data is safe through the backups and redundancy of Marathon’s online hosting environment. Each branch needs only a high-speed Internet connection and a PC.

Successful companies invest in proven technology that can make their businesses stronger. Call 800-762-0301 today to find out more about the Enterprise Edition of PestPac Online Software.

www.pestpac.com

q u a li t y P r o

QualityPro Welcomes New Members 90 New Members Join the Pest Management Industry’s Leading Certification Program

uring an exclusive welcome reception at PestWorld 2010 in Honolulu, Hawaii, QualityPro had the opportunity to invite all new member companies to receive their official pin and take their place among the pioneers in our industry. By meeting standards above and beyond what is required by state and federal legislation, QualityPro companies and their employees ascribe to a higher level of professionalism. “We are excited to welcome so many new companies to the QualityPro family,” said Andrew Architect, executive director of QualityPro. “As consumers nationwide increasingly ask for services performed by QualityPro Companies, we hope to see this program continue to elevate the image of expertise and dedication that QualityPro technicians portray.”

“We are excited to welcome so many new companies to the QualityPro family.” Andrew Architect, Executive Director of QualityPro

Firm

City

State

Pawtucket

A-1 Termite & Pest Control, Inc.

Lenoir

AAI Termite & Pest Control, Inc.

Salida

Absolute Pest Management, LLC

Derry

Accurate Pest Control

Plantation

Accurate Termite & Pest Control Co., Inc.

Wilbraham

Action Pest Control, Inc.

Olympia

Action WDI Specialist, Inc.

Manistee

All Pest Exterminating, Inc.

Richmond

American Pest Control, Inc.

Athens

Brookfield

A&D Professional Pest Elimination

Amtech Pest & Nuisance Wildlife Control, Inc Arab Pest Control Augustine Exterminators, Inc. Bain Pest Control Service

In its sixth year of existence, QualityPro has a certified membership of 365 companies that account for over half of all structural pest management business nationwide. With a mission to continually review program standards, enhance company business procedures, and further instill confidence among consumers we ask that you help us congratulate the new member companies listed below. For more information on how to achieve the QualityPro certification within your company visit www.npmaqualitypro.org.

Big River Pest Control Black Rock Service Group, LLC Brandley Inspection, LLC Brandon Pest Control

january/february 2011

IN KS

Lowell

Hannibal

Cookeville

El Reno

Jacksonville

San Luis Obispo

Fredericton

Buckeye Exterminating, Inc.

Ottoville

Bug Busters, Inc.

Ansonia

Bug Man*The

Murfreesboro

California American Exterminator Company

Boulder Creek

Markham

Brezden Pest Control, Inc. Brunswick Pest Management

Cannon Pest Control

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Elkhart Overland Park

www.npmapestworld.org

Firm Chem Free Organic Pest & Lawn

Firm

City

State

Austin

MD Weaver Corporation

Natick

Milford

Northampton

Marietta

Solon

Patriot Pest Management

Metheun

PCO Services Corporation

Mississauga

Pest Control Technicians, Inc.

Norristown

Butler

Johnston

Bethlehem

Rambo Total Pest Control

Puyallup

Real Pest Solutions, LLC

Rio Rancho

Rentokil - Ehrlich/Presto-X

Reading

Rentokil - Presto-X

Omaha

Hamptonville

Safeguard Pest Control

Harlingen

Safeguard Pest Control

Jackson

Comfort Pest Control

Dunkirk

Milford Exterminating, Inc.

Corbett Exterminating

Cranford

Minuteman Pest Control Co., Inc.

Corky’s Pest Control, Inc.

San Marcos

Northwest Exterminating

Cowley’s Termite & Pest Services

Neptune City

Dave’s Pest Control

Sturbridge

One Resource LLC DBA Defense Pest Control

Dependable Pest Control, Inc.

Gloucester

Dodson Bros. Exterminating Co.

Lynchburg

Eagle Pest Management, Inc.

Springfield

San Antonio

Ecopest of Las Vegas, Inc.

Las Vegas

Express Pest Control Ltd.

McKinney

General Pest Control Co.

Cleveland

General Pest Environmental Solutions

Naperville

Early Bird Pest Control

State

City

Pest Management Solutions, LLC Preferred Pest Control, Inc. Quest Termite & Pest

Godfather’s Exterminating, Inc.

St. Cloud

Gordon Termite Control, Inc.

Bellflower

Groover Exterminating, Inc.

Winter Haven

Groupe Cameron, Inc.

Sherbrooke

Guardian Pest & Lawn

Orem

Gulfstream Termite & Environmental, LLC

West Palm Beach

Hearne Pest Control, Inc.

Floral Park

SHS Pest Control Corporation

Heritage Pest Control, Ltd.

Randolph

Hersh Exterminating Service, Inc. dba Assured Pest Control

Hermitage

Holiday Termite & Pest Control Hollenbeck Pest Control

Rid-A-Bug Exterminating Co., Inc.

Nederland

Phoenix

Portsmouth

Smith Exterminating Company, Inc.

Raleigh

Suburban Pest Control of New York, Inc.

Yonkers

Springfield

T & L Pest Control

Canton

Newburgh

Termite Guy*The

San Clemente

Jackson

Urban Pest Solutions

Milwaukee

Tarpon Springs

Weaver Exterminating Service, Inc.

Yakima

Invader Pest Management, Inc.

Glendale

Wildlife Management Services, Inc.

Brooklyn Park

JAPCO Pest Control, Ltd.

Calgary

Wood River Pest Management

Bellevue

Hayward

Wood Termite & Pest Control, Inc

Smithfield

Indian Trail

Malden

Leading Edge Pest Management

Pleasant Hill

Lindsey Pest Services

Jacksonville

Master’s Touch Pest Solutions

Dowingtown

Homestead Pest Control Co., Inc. Impact Pest Management

Keystone Pest Control Killingsworth Environmental of the Carolinas, LLC

www.npmapestworld.org

Security Pest Management Sexton Pest Control

Yankee Pest Control

january/february 2011

PESTWORLD 27

C a l e n d a r of e v e n t s For detailed information on these events, visit www.npmapestworld.org.

January 26–28, 2011 January 5–7, 2011

National Bed Bug Forum

Eastern Conference 2011 Trump Taj Mahal Casino Resort Atlantic City, NJ For reservations, call 800-825-8888

Omni Interlocken Resort Denver, CO For reservations, call 303-438-6600

February 10–11, 2011

Southern Conference 2011 Harrah’s Hotel & Casino Tunica Tunica, Mississippi For reservations, call 866-635-7095

January 26–28, 2011

Southwestern Conference 2011 Hard Rock Hotel & Casino Albuquerque, NM For reservations, call 505-848-1999

March 13–15, 2011

Legislative Day 2011 Renaissance Mayflower Hotel Washington, DC For reservations, call 202-347-3000

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www.npmapestworld.org

2011

Legislative Day March 13-15, 2011 Renaissance Mayflower Hotel Washington, D.C.

Register today for NPMA’s Legislative Day 2011 and help shape our industry’s future. For the full schedule of events or to register online, visit npmapestworld.org/events or call (800) 678-6722 for more information. To reserve your hotel room at the historic downtown Renaissance Mayflower Hotel, call (202) 347-3000 and mention “NPMA” to receive the group rate. Presented by