[2011 Commercial Technician of the Year] Griffin Pest Solutions' John Dawson

A U.S. Naval petty officer back in the early 1980s, John Dawson learned a host of important life lessons as he traveled the world aboard the USS Trippe. The one that he believes serves him best is to be respectful and understanding of others’ beliefs and actions.

“Of course, each of us thinks that our way of doing things is the right way, but when you meet people from so many different places and cultures, you realize that others often do things differently. Does that mean their way is wrong? Absolutely not. It means you should be open to new ideas and alternate perspectives,” Dawson shares.

This philosophy of open-mindedness has helped make Dawson, a 24-year veteran of Griffin Pest Solutions in Kalamazoo, Mich., an early adopter and a patient teacher. As an early adopter, the Associate Certified Entomologist (A.C.E.) has eagerly embraced advancements throughout the years – in particular, IPM solutions, which have become a point of strength and differentiation for Griffin.

As a teacher, he believes in thoroughly explaining to customers what he’s doing and why, what they can expect in terms of results, why IPM solutions are often preferable to traditional solutions, etc. Because Dawson services accounts with very low pest thresholds, mostly in the health care and pharmaceutical segment, this customer education is vital.

“We entrust John with many of our most sensitive accounts, because not only does he possess the knowledge to develop the best solutions for them but he also understands the importance of building relationships,” says Griffin Service Supervisor Josh Gieszer. “His customers think of him more as a co-worker than a service provider. So when he tells them, for example, that an IPM program is the way to go, they’re willing to give it a try.”
 

Building Relationships. Gieszer describes the reception Dawson gets when he visits customers: “John can’t walk through a single hallway without someone saying hello or asking him how he’s doing. He becomes part of the team in every account he services. Customers respond to his positive attitude and rely on his knowledge and expertise.”

Meeting and building relationships with people is Dawson’s favorite part of the job. He makes a point of treating people with respect and is always happy to explain new procedures, especially when they’re IPM-related. “It takes a while to convince customers that they don’t necessarily have to smell anything to know it’s working,” he says. “I explain how it works and why it’s the right solution for them, and then I reassure them as we go. Eventually they see for themselves that it works.”
 

Company and Customers First. Among his colleagues at Griffin, Dawson is valued as a leader. His first year on the job, he earned Employee of the Year honors for consistently going above and beyond the call of duty. In 2002, he was honored with the Extra Effort Award. Today, Dawson’s tenure in the field, advanced training and depth of knowledge make him a sought-after advisor among technicians and managers alike. In addition to his A.C.E. certification, he holds QualityPro Green and food safety certifications and has studied everything from bird, rodent and insect control to basic, urban, industrial and food plant pest management.

“John is a strong leader for his fellow technicians,” says Gieszer. “He leads by example and always takes the time to answer questions and help brainstorm solutions for his colleagues’ issues in the field. I often consult with John myself when we’re challenged by persistent pest problems. His experience, insights and advice are invaluable.”

For Dawson, the advice he offers flows freely from his open-minded perspective. “Typically, you aren’t going to solve a problem by continuing to do things that haven’t worked for you so far,” he explains. “If your approach isn’t working, you need to try something different, approach the situation from another angle. So when my co-workers come to me for help, I ask them what they’ve done to resolve their issue and then encourage them to try alternatives.”

Dawson walks the walk, too, never afraid to step out of his own comfort zone to resolve customer issues. Other characteristics that make him a standout? Persistence and a willingness to do more, even if that means after-hours calls, weekend emergencies or appointments on his days off.
 

A Lifelong Career. Although several situations have tested Dawson’s dedication, none has ever gotten the best of him. He recalls one of his most challenging episodes: “About 10 years ago, I was treating an apartment building for roaches, and one of the seven tenants refused to let me in. I enlisted the help of the building manager, and when we walked in, we saw that the walls and bed were literally covered in roaches – like nothing I had ever seen before. To make matters worse, the tenant kept screaming as I was treating the unit, accusing me of killing her ‘pets.’”

But that experience, nor any other, has been enough to deter Dawson from what he expects to be a lifelong career in pest management. “Every day is different, and I have the opportunity to meet new people all the time,” says the technician who, prior to Griffin, worked a 12-year stint in a cubicle in a pathology lab. “No one is standing over my shoulder telling me what to do. I do what I know and love, and I really enjoy helping my customers.”

The Griffin team is grateful for his dedication. “John consistently exceeds customer expectations, leads by example and is dedicated to helping our company succeed,” says Gieszer. “He definitely helps make Griffin Pest Solutions the best company we can be.”

The author is a contributing writer for PCT and can be contacted at ddefranco@giemedia.com.