Technically Speaking

Inspections Are the Measure of Success
Have you ever wondered why some pest management firms are successful and others are not? In my opinion there are two answers: the ability of our technicians to effectively communicate with our customers and the thoroughness and the byproducts of their inspections.

For the most part we are hired to solve pest management problems, not just kill bugs (although that may be part of the solution). It never ceases to amuse me when I hear a prospective customer suggest their previous company was either bringing bugs in or “whatever they were using was making the bugs multiply” because the problem has only gotten worse.

Those companies that are just killing bugs are probably unintentionally responsible for this misperception because they aren’t solving the problem and in some cases the problems do get worse. You don’t have to be a Ph.D., an entomologist or an experienced technician to solve pest management problems — you need to conduct a thorough inspection and then put your knowledge to work solving the problem.

Every pest management problem has a story behind it. What we need to do is unravel that story to solve the problem. We need to address the following: who, what, why, when, where and how. If in the process of our inspections we address these questions, we should be able to solve most pest management problems.

Who? Who is seeing the pest? Is it just one or two people? If so, this can help to localize the problem, perhaps to find an area of concentrated activity or a nest. If children are being bitten it could be because they are outside, at a neighbor’s house or the activity is concentrated in their room. In the case of adults,  the source may be job related. The person who reported the problem should be contacted.

What? What does the pest look like? This often is a risky but necessary question and the response may be all over the board. It is best to have samples — reinforcing the need for the technician to conduct his own on-site inspection and hopefully verify what is causing the pest problem. What has been done to correct the problem in the past? This information is helpful in discerning what non-chemical strategies/products have been used and their effectiveness and further assist in developing a new course of action. If dealing with termites it is essential to determine what was missed in previous treatments, particularly if they were your own.

Why? Why is the pest thriving in this environment? This is the most important question. Technicians need to determine the “what” (the conducive conditions) that are providing the pest’s harborage or resources. This information is typically what other companies have missed or the customer has not corrected, allowing the problem to continue unabated. This is where most pest management solutions are found and money can be made. In order to solve the pest management problem, the customer needs to take corrective action or have you do it for them. I prefer the latter because we should know how to do it right and it can be one of the most profitable aspects of our business.

When? When did the problem first occur? When did the pest first appear? When did the problem seem to get worse? Except for long-standing pest problems, the occurrence of pests can be related to some event. The pest may be seasonal (lady bugs, boxelder bugs), or it may have been picked while travelling or moving furniture in a rental truck (bed bugs), or brought in with old furniture (powderpost beetles, drywood termites, cockroaches), or has there been an exceptional amount of rain or drought (ants, springtails, centipedes), or holes in new cabinets or flooring (powderpost beetles).

Where? Where do you see the pest? Where are you being bitten? Where do you work? Where have you traveled? The first question is directly related to harborage and other resources needed for the pest to survive. In the case of mice, knowing where they are seen can point to the nest and source of food. Knowing where roaches are seen can point to harborage areas newly established (or untreated) or movement. In the case of suspected biting insects, knowing where someone works or where they have traveled can point to reasons for their problems.

How? How did the pest get in? How do we correct the problem? This is similar to the questions discussed under “why” — however, there are other issues specifically related to how a pest got into a structure. Are there exterior openings, gaps under the doors, unscreened vents, an air curtain operating incorrectly or other situations that lead to pest entry? Finally, how do I solve this problem? This question relates to experience and knowledge, and most importantly,  communicating with  the customer.

FINAL THOUGHTS. Our goals as pest management companies should always be to solve pest management problems — not treat them. The best way to accomplish this is through thorough inspections that answer essential “W” and “H” questions relating to the problem and then taking corrective action. 

The author is president of Innovative Pest Management, Brookeville, Md., and can be contacted at rkramer@giemedia.com.