BASF Pest Control Solutions The Evolution of Better Pest Control

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1 BASF Pest Control Solutions The Evolution of Better Pest Control

2 Prescription Treatment IPM The Prescription Treatment (PT ) IPM system exists to help PMPs deliver top level service and solutions to their customers. It is designed to make pest control operations more effective and more profitable through improved efficiency and customer satisfaction. IPM (Integrated Pest Management) is a science-based system that has its roots in agricultural pest management. It has been credited with reducing unnecessary pesticide applications, while improving the overall management of pests, so it brings with it real environmental benefits. PT IPM takes many of the same principals but is practical in its design to meet the challenges of structural pest management. Beyond the environmental benefits, there are real service benefits associated with using the PT IPM system. It drives consistency among technicians, good decision making and at the same time emphasizes the things most important to customers. In this program, we outline the 5 interrelated elements of PT IPM needed to help you provide effective, clientcentered pest management in all of your accounts. They are: Inspect, Prescribe, Communicate, Treat and Follow-up. I m Mike Service supervisor, 14 years experience, Atlanta, GA IPM Prescription Treatment IPM helps to keep me and our technicians focused on the important things that drive good decision making and deliver the best results, leaving clients satisfied. It s an easy process that I can teach to anyone, and it can be used in all accounts. With fewer re-treatments, and happier clients, I know we are working smarter. We will use 3 client scenarios to demonstrate how the PT IPM system can be applied to very different client needs, and yet stay within the same basic framework. Background information such as that shown below can be learned during the sales consultation, and is a necessary starting point for any inspection. Use this information to guide your actions as you progress through the elements of the PT IPM System. Mildred Retired homeowner Mildred Johnson is a retired homeowner. She lives alone in a small home which shows some signs of minor disrepair. She is unable to do much on her own and has limited financial means. She is concerned about carpenter ants damaging her home. Protecting her investment is very important to her. For Your Company growth and profit. For Your Customers Effective The PT IPM system is science-based. It drives good decision-making which results in effective control of pests in every account, every time. Efficient PT IPM is a well thought out system that reduces mistakes that may result in costly callbacks. This saves time and helps technicians stay on track. Profitable PT IPM helps to sell services that match customer needs, get the desired results efficiently and achieve customer satisfaction all of this promotes Vito Restaurant owner IL Tratoria is the most successful Italian restaurant the city. It is managed and owned by Vito Riccio. Established 10 years ago, this business was built largely by word of mouth reputation as having the most authentic Northern Italian cuisine and extensive wine list in the state. He understands that managing pests is a necessary function in his business and protecting his restaurant s reputation is important to him. Dr. Charles Elementary school principal Windsor Public Elementary School has won awards for its excellent academic standards and the progressive learning environment it provides its students and staff. It boasts a greenhouse, a learning kitchen and computer lab which provide students with a well rounded educational experience. Dr Charles is the principal. He is on the IPM commission for the state school board. Client-Centered Solutions Understand the ways in which all customers are unique and deliver solutions that best fit their needs this is the basis for PT IPM. Meeting their needs and exceeding their expectations promotes satisfaction, retention and referrals. Meet the Demands of the Modern Customer PT IPM is flexible enough to fit each customer with custom solutions without leaving the efficiency of an easy-to-follow system. Reducing risk to the environment, family and pets through targeted solutions is a key concept in the PT IPM system. Emerging Segments / Specialties Schools, organic facilities and green buildings are among the newly emerging segments of pest management. PT IPM gives you a system that accommodates these specialty accounts without changing the core emphasis of your service. This is important for consistency and efficiency. PT IPM is a simple system consisting of five interrelated elements that guide good decision making and customer satisfaction. Each element must be addressed to ensure effective and responsible pest management. Inspect 5 Prescribe Communicate Treat Follow-up

3 INSPECT Inspection is the cornerstone of PT IPM. The reason is simple: when you have good information, you can make informed decisions. The term Inspection should be viewed as the act of gathering information which may come from a number of sources. It should ultimately lead to an to make informed decisions throughout the pest management process. To be successful in an inspection, it is helpful to ask two questions: What information do you need? And, What is the best way to obtain this information? understanding of the big picture issues of the account and the important details that allow you I m Joe Service technician, 8 years experience, Dallas, TX To be fully alert and conscious of our surroundings is the essence of inspection. I like to focus on the customer, the pest and the contributing conditions and how they all relate to each other. Jumping into a treatment too quickly is a common mistake that often leads to poor results. When you have all the right information, you are more likely to take the right actions. Mildred Mildred spends lots of time at home. Use this fact to your advantage. Ask her questions about where she has seen ants, history of moisture leaks in the home, roofing issues etc. She may not go into the basement, or attic very often, so be sure to check for obvious signs of pest conditions in those places. Carpenter ants are often easiest to inspect from the exterior of the structure where trails may be most evident. While in and around the house, look for frass piles, live ants, ants in spider webs, damp or rotting wood. Moisture meter, probe and flushing agents can be used to investigate suspected nest sites. Document your findings for your records. What Information Do You Need? Important Details about the Pest Infestation: Pest identification; knowledge of its biology and behavior Infestation locations, entry points, harborage areas Sanitation or structural deficiencies, other contributing conditions Origin / source of infestation, pest history of structure History of repairs, alterations to structure or property Understand the Customer s Needs and Special Circumstances Customer goals and expectations for the program Special customer needs: pets, children, the infirmed or other sensitivities What actions have already been taken? What Is the Best Way to Obtain This Information? Physical Inspection of Property Flashlight Inspection mirror Monitors Hand lens Flushing agents Stethoscope Probe Moisture meter Discussion with Client Pest history Customer concerns, needs, expectations Structure s history Unseen sensitivities Repairs / renovations Written Records and Reference Materials Pest log Guidelines for regulated accounts File records history Always document your findings for future reference Field guides / identification keys / manuals Vito Commercial kitchens are very complex areas, so use the people who spend lots of time in them as part of your inspection. Speak to the chef who opens the restaurant each morning. If there is a pest issue, the chef will likely be aware of it. Using a pest log in Vito s office for staff to record any pest sightings is a great idea. Check monitors you have placed carefully in locations likely to detect cockroaches. Check and maintain Vector traps for fly activity and rodent equipment indoors and outdoors to assess presence of rodents. Check for signs of sanitation issues, structural deficiencies and pest presence throughout the facility. Document your findings for your records. Dr. Charles A big part of the inspection in an account like this is to make sure you understand the local rules and regulations governing IPM in Schools before doing anything. is a federal website providing general guidance, but many states have specific program requirements on such things as notification and pesticide selection. All schools should have an IPM coordinator on site with whom you work closely. Speak to the IPM coordinator on site about any reported issues or concerns. Check the pest sightings log book for reports of pest activity. Focus physical inspection in areas most likely to support pests: cafeteria, break rooms, learning kitchen, storage closets where arts and crafts supplies are stored; trash areas; check outside for stinging insects, invading ants and other occasional invaders. Document your findings for your records and update the pest log book. Do you know what is important to your customer? Have you identified the target pest(s)? What conditions and practices conducive to infestation exist? Is there anything about this account that impacts the choices available to you for treatment? Did you document your findings?

4 PRESCRIBE The strategy that will be used to manage pests in an account is referred to as the prescription. Developing a prescription involves assessing the information gathered during the inspection then selecting appropriate treatment options that will best fit the situation and achieve the desired determined until the exam is performed, the results are evaluated and the options are considered. The prescription should answer two fundamental questions: What are you trying to accomplish? And, which treatment options are most appropriate for this situation? outcome. It is helpful to keep the analogy of a doctor in mind. A patient s medicine isn t I m Kelly Service technician, 9 years experience, Chicago, IL I look at the prescription as an assessment of what I know and of what needs to be done. I try to form strategies that address the immediate needs of the customer, and at the same time create long-term solutions. This usually requires integrating several tactics at once. Mildred Carpenter ants were observed foraging around the outside of the house near several old trees that appear infested in the back yard. One window frame shows signs of wood decay with evidence of ants present. Controlling ants in the window frame, stopping the damage and making necessary repairs are the top priorities. Controlling ants in trees and creating a barrier along interception zones, will help prevent new invasions. Educate Mildred about the relationship between decaying wood and carpenter ants. What Are You Trying to Accomplish? You need clear goals to determine a prescription. One effective way to clarify your goals is to consider these three aspects of pest management: Symptom Management What needs to be done to manage the symptom of this pest problem for the client? How immediate is the need? Source Control Finding and correcting the problem at its source is vital for good pest management. What needs to be done to control the source of this pest problem? Vito One German roach was observed on a monitor near the entry way which is where bread and other supplies are delivered. Several suspected harborages were flushed with PT 565 Plus XLO, but no other roaches were uncovered. No other pest presence was detected, but in the dishwashing area, the tiles are beginning to crack and lift from the floor, trapping water and food debris beneath them. Finding and controlling any remaining roaches is the priority. Look for ways to prevent new roaches from entering by thinking about where they may have come from. What physical alterations can be made? And, what procedural changes can be made? Resolve the sanitation issue in the dishwasher room to prevent additional pest problems. Dr. Charles The pest log book indicated a report of bugs in the art supply closet. Using an identification key, it was determined to be sawtoothed grain beetles infesting a box of macaroni. Resolving the symptom quickly is important, but the very sensitive setting you are working in must be considered. Know the implications of your options. Non-chemical options are usually the easiest to perform in settings like these due to notification and posting requirements, but your actions must be effective. Determine ways to prevent future occurrences. The school IPM administrator should be involved in the decision making. Area Management / Protection / Prevention The best long-term pest management comes in the form of prevention. What can be done to prevent this pest problem from occurring in the future? Consider All Treatment Options to Determine the Most Appropriate Ones for Each Situation. Education What information can I provide the customer that will help this situation? Physical Control Options What alterations can be made to the structure or its surroundings which will help correct this pest problem? Will your strategy meet all the needs of the customer? Does it address short-term and long-term needs? Have you considered all reasonable options? Have you intergrated several options? Chemical Control Options Which treatment technique and product delivers the desired results while minimizing risk at the account?

5 COMMUNICATE Communication between a PMP and his customer is as important to the success of an IPM program as identifying pests or prescribing a solution. Unfortunately this is an area which many PMPs fall short. Clear communication provides the client a true understanding of the pest situation, the approach you are taking, realistic expectations for results, his role in the process and maybe even why it is important that a professional is managing the problem for him. In these ways, communication reinforces value to the client. Communication also allows information to flow from client to PMP. Communication is a very important part of inspection in particular, but should also be present in all elements of the PT IPM system. I m Bill Service supervisor, 23 years experience, Sacramento, CA The better the information I give my customers, the more they trust me to do a good job and the more they value what I do. Just as important, they take ownership in their role in the pest management process, and I get fewer callbacks. Mildred The preferred form of communication for Mildred will likely be direct conversation either face to face or over the phone. When working in her home, show and tell works well with this kind of customer. She is likely very interested and concerned with the details of her pest problems. Watch your time though, she may want to talk (a lot). Printed materials in the form of pest information sheets specifically about carpenter ants or literature such as the consumer hand-out which describes the PT IPM system may help to satisfy her need to know what your are recommending and why. Goals of Communication Inform Your Clients about the pest situation. Discuss the approach you recommend and why you chose this approach. Provide them with accurate expectations for the control process and a clear understanding of their role in the process. Reinforce Your Professionalism Show customers why it is a good decision to hire you, the professional. Show them that you value their business and that you have their best interest in mind. Vito Vito is likely a no-nonsense guy who likes to get things done. Be direct in your communication with him, and always reinforce your recommendations with reasons why it is important to his restaurant. Respect the fact that he is very busy and he may not have lots of time to take away from running the operation. If you are working with the chef or other staff members in his absence, be sure to leave written notes for him and phone later in the day to review important items. Keep Vito informed of his pest situation, whether there is activity or not. Constantly reinforce the value of your professional service and the good choice he made choosing your company for service. Winning over the chef is equally important in this account. Building rapport and working side by side with him will pay dividends. Dr. Charles This program is all about communication. Use the person designated as IPM administrator as your sounding board for recommendations and decisions. This person should be very involved with everything you do here. Document all of your findings, recommendations and actions taken. Make sure you have an appropriate notification plan in place for parents of students as well as staff members in the event of pesticide application. Printed postings should be made according to local law. Verbal communication is fine for exchanging information quickly, but written documentation is king at this account; it establishes history, justifies actions and protects all parties involved. Obtain Important Information From Clients Gain an understanding of what is important to each client. Use the client as a resource for information that can t be easily obtained through physical inspection. Common Methods of Communication Make It Personal through conversation whether in person or over the phone. Make It Official by putting it in writing (records, reports, work tickets, preparation sheets) Make It Professional through printed literature (newsletters, brochures, fact sheets) Make It Efficient through electronic media (website, ) Make Your Presence Welcome with a pleasant appearance (vehicle, equipment, employee) Does your client understand his pest situation? Have you made his role in the process clear? Have you established realistic expectations? Have you used communication to build value in what you are doing for the client? Have you reinforced your professionalism?

6 TREAT Non-Chemical Tactics There are many practical non-chemical tactics that can be used effectively as part of a prescription. These may work well in conjunction with chemical treatments or as stand alone tactics. Start with the basic needs of all pests and consider the resources in the account which support pests. Focus on ways to restrict food, control water, reduce harborage and block entry you will likely find many opportunities to manage pests for the long-term. Aside from restricting resources from the pest, the use of physical controls should also be considered when pests are present. Educating the client is an important part of prescription. When the client understands the basic biology and behavior of the pest, including how it got there and level of threat it poses, the client is more likely to be receptive to recommendations and have realistic expectations during the control process. I m Matt Service technician, 11 years experience, Charlotte, NC My customers appreciate it when I use non-chemical tactics as part of my prescription. It shows them that I am thinking of the big picture. Sometimes it is as easy as dumping out stagnant water or making a minor repair. If I can t do the repair myself, I make a professional referral. The key is to make it easy for the customer. Mildred Correcting the moisture condition and damaged window frame is an important part of this treatment. Help make the repairs as easy as possible. If you don t do repair work, recommend someone reliable, who will be as sensitive to her needs as you are. The window and surrounding voids can be treated best when this area is open for repairs, so coordinate the treatment with the repair. If the infested trees are severely damaged or fallen, recommendation for their removal may be appropriate. Mechanical Controls Restrict Resources Through Physical Alterations Sanitation Practices Review cleaning procedures to reduce unnecessary food, water and harborage which may support pests. Landscape Modification Correct conditions in the landscape that contribute to pest population growth or pest entry into the structure. Common examples include: trim touching / overhanging branches, cut back overgrowth, remove excessive ground cover and debris, and correct wood to soil contact. Structural Maintenance / Modification Lighting: Improper lighting may attract pests to a structure. Consider changing light fixture position, intensity or bulb type to reduce or redirect pest activity. Moisture control: Poor drainage or faulty plumbing are often associated with supporting pest populations. Investigate causes and solutions for such problems. Exclusion: Seal openings to prevent pest entry or pest harborage. Vacuum Using a vacuum is a practical way to physically remove accessible debris and exposed pests. Steam The use of steam can be an effective way to kill pests on contact or sanitize areas. Vito A very important part of the treatment is working with the restaurant staff to ensure they are inspecting deliveries for pests. Provide them a simple procedure to follow and have them keep their eyes and ears open. It s not uncommon for delivery people to speak candidly about pest infestations in their own facility. This may actually lead to referral business for you. Place additional monitors and inspect the area very carefully, seal any cracks that you may have missed in the past. Take Vito into the dishwasher room to show him the damaged tiles and discuss recommended repairs. Dr. Charles After checking a reference hand book, it is confirmed that sawtoothed grain beetles attack a wide variety of foodstuffs, but complete their entire lifecycle in and around the food material. This pest doesn t pose a physical threat to the school children or staff and is unlikely to migrate to other areas unless infested food product is moved. Discard the infested macaroni boxes as well as any other stored food product which may have been exposed to these beetles. Items should be thrown away in sealed plastic bags. Closet shelves should be emptied of all items and vacuumed thoroughly, including cracks and crevices. Monitors should be placed to capture any beetles that were missed. To prevent this problem in the future, stored foods should be placed in tightly sealed plastic containers. Aside from the IPM coordinator, this information should also be communicated to the classroom teacher. Have you considered non-chemical tactics? Are structural repairs or modifications needed? Will improved sanitation help? Does the client understand why his efforts are important to the process? Traps and Monitors are an essential part of many treatments. They can capture pests as a means of population control or monitoring pest activity.

7 TREAT Targeted Pesticide Treatments When the use of pesticides is appropriate, an important part of choosing the right treatment is to identify options that will deliver the desired results while minimizing risk. This decision involves both product and treatment technique selection. Thorough knowledge of the products being used and the treatment techniques is necessary. Choosing an effective, low risk option is a common sense starting point. I m Jim Service supervisor, 18 years experience, Akron, OH Managing risk to me as well as to my customers and their surroundings is important. Understanding terms like risk, toxic and exposure helps me make good choices and also helps me explain to my customers why I have chosen one option over another. Mildred Kill exposed ants that are evacuating the nest with a directed contact application of a non-residual aerosol such as PT P.I.. This will help to prevent scattering. Or, if appropriate, remove them with a vacuum. A void treatment using dust, such as PT Tri-Die, into the nest area and surrounding areas can be very effective for long term control of ants. Baiting around large trees using Advance Granular Carpenter Ant Bait is an effective approach to control, especially when direct nest access is not practical. Perimeter treatment with Cy-Kick CS to ant trails, and likely access points on the house, will help limit access to the house in the future. Targeted Treatments Targeted treatments are precise placements of pesticides where they are most needed and most appropriate to provide success, while minimizing exposure to non-targets. Apply products using the treatment technique best suited for the treatment site and target pest. Choose effective products and formulations best suited for the situation. Be sure to use the minimum quantity of pesticide necessary to achieve control. Vito Cracks that cannot be sealed should be baited with a roach bait such as Advance Cockroach Gel Bait. Advance provides quick kill and features the reduced risk active ingredient dinotefuran. Voids should be baited with Avert Dry Flowable Cockroach Bait for long-lasting control in deep harborages. This ensures that if any roaches made it past your monitors and inspection, the area will be protected. Dr. Charles Based on the nature of sawtoothed grain beetles and the fact that the localized infestation was physically removed, no targeted pesticide treatments are necessary at this time. If a targeted pesticide treatment is called for, it should be made only with the approval of the IPM coordinator and the products selected would normally be taken from an approved products list. Managing Risk Associated with Pesticides Risk = Toxicity x Exposure You must understand the concept of risk and its relationship to toxicity and exposure in order to make effective low risk treatments and be able to communicate accurate information to clients. Risk is the degree of danger involved in exposure to man or the environment of a pesticide that was used. Steps can be taken to reduce the risk of these adverse effects. Toxicity is the innate capacity of a chemical to be poisonous at some level. The EPA classifies products according to their relative toxicity using signal words: DANGER for highly toxic, WARNING for moderately toxic and CAUTION for slightly toxic or relatively non-toxic products. Risk can be reduced, in part, by choosing products with lower relative toxicity. Exposure also contributes to risk. Without exposure, no toxicity, risk or potential risk from a pesticide occurs. Therefore, choosing a treatment technique that reduces exposure also reduces risk. Two ways of reducing exposure in your treatments are to make targeted treatments and to use the minimum volume of pesticide required to be effective. Did you choose an effective, low risk option? Did you make a targeted application? Did you choose the formulation best suited for this pest situation? Did you use the minimum quantity of pesticide necessary to achieve control? Can you explain the concept of risk to your client?

8 TREAT Effective Treatment Techniques Pesticides are substances intended for preventing, destroying, repelling or mitigating pests. Targeted applications of pesticides are an appropriate part of many prescriptions. Choosing the treatment technique that best suits the need is very important. Treatment techniques vary depending on the intended site of treatment, the product being used, the desired outcome, as well as other important information that guides your actions, gained during the inspection. System III Crack & Crevice Directed Contact Void Professional Equipment for Targeted Applications Application of small amounts of insecticide into cracks and crevices where insects hide or travel. Deliver the insecticide to a specific location where it is likely to impact the pest with little or no impact on the area surrounding the treatment site. Flush insects as part of inspection Kill insects living in or traveling through cracks Application of non-residual wet spray to exposed insects within a localized area for immediate kill. Quickly kill exposed insects to prevent stings, bites or insect movement to other areas. Use on active bee / wasp / hornet colonies or fleas Quickly kill exposed insects to prevent scattering Application to enclosed spaces where insects may live, hide or travel. Make the void uninhabitable or impassible (exclusion); or kill insects present within the void space. Flush insects from their harborages as part of inspection Repel insects from living or traveling through voids The System III is designed to make pest management professionals even better at what they do. It makes it easier to deliver precise applications of Prescription Treatment brand products into insect harborage areas where they eat, rest and reproduce. The small applicator and long, coiled hose make reaching hidden cracks, crevices and voids practical. And, the belt mounted Spot Surface application to limited areas (<2 sq.ft.) where insects are likely to be present. Expose insects to insecticide as they come in contact with treated surfaces. Prevent pest entry from outdoors Use for general maintenance of crawling insects Baiting The use of an attractive food matrix combined with an effective toxicant designed to kill target pests. Exploit the pest s feeding habits as a means of delivering the active ingredient to control the individual or colony. Place in cracks and crevices for cockroaches Along foraging trails for ants Install special stations for termites Is the treatment technique: likely to be effective managing the pest? providing a targeted application in the proper location? effective on its own, or should it be integrated with other treatment tactics? system makes arming yourself with all the best tools simple, lightweight and manageable. Product usage is reduced with controllable applications. The System III optimizes the flow of product, resulting in precise applications. Additionally, it extends the life of compatible PT aerosols up to 67%, which means less product was used to the most appropriate application get the job done. ULV / Space Perimeter method for the chosen product? Arming yourself with two System IIIs helps provide increased efficiency in your treatment schedule. Quick flushing during inspections with 565 Plus XLO along with the residual power of Cy-Kick are an incredible one-two punch. Application to a volume of space with relatively small amounts of non-residual insecticide. (Droplets having a diameter of 20 microns or less.) Expose insects to insecticide as the droplets travel through the air. Broadcast application to exterior areas of structures. Reduce pest pressures by impacting reservoir sites and interception zones around the home. Control exposed flying and crawling insects A good option in areas where access is limited Reservoir sites near the structure; landscaping, mulch beds, plantings, garbage Interception zones; foundations, soffits, vents, entries, etc.

9 TREAT High Performance Formulations The active ingredient is the technical component of the pesticide responsible for the effect on the pest. The formulation can be viewed as the delivery media that enables the PMP to use the active ingredient to its full advantage. Pesticides can be formulated in many ways, creating a range of different products designed to act quickly on contact, while others are designed to hold up for long periods of time even on harsh surfaces. Some are very pest specific, while others are designed for more general use. The product formulation you choose should be consistent with your prescribed strategy, the pest, the treatment technique and the site of your application. that have traits which are advantageous under certain conditions. Some pesticides are Baits Baits combine an attractive food matrix with an insecticide. They rely on attraction acceptance and consumption for effectiveness, so matching the bait to the target pest is very important. Baits are available in many formulations including liquids, gels, dry-flowable powders and granules. Baits fit well into most IPM programs not only because of their effectiveness, but also because, when used properly, they may represent a very low risk option: Often Applied in Small Quantity Usually Contain a Low Concentration of Active Ingredient Often Placed in Protected Places and Protective Containers Minimizing Exposure to Not Target Organisms Insect Specific Matrix / Active Reduces Non-target Consumption Microcapsules as viewed on a carpenter ant SmartCap Technology In situations where long-term protection is desired on exposed surfaces, it is best to consider formulations designed to hold up for extended periods. SmartCap Technology is a high performance microencapsulation formulation that extends the product s life by surrounding the active ingredient with a polymer shell, yet at the same time, allows the quick release of the active ingredient upon contact of the pest. Products utilizing SmartCap Microencapsulation Technology bring with them many useful benefits for IPM programs: Active Ingredient Contained Within Plastic Membrane Means Reduced Dermal Exposure Prolonged Life; Requires Less Frequent Application Microcapsules Remains Available to Pest; Not Readily Absorbed Into Porous or Organic Substrates Dusts Dusts are finely ground dry pesticide formulations usually containing a small amount of insecticide and a large amount of inert carrier such as talc. Dusts are very useful when applied to voids where they coat inner surfaces. Many dusts are chemically stable and considering most voids are dark and dry, a single application may last for a very long time. Long-lasting Residual Protection Can Be Applied Deep Into Insect Harborages Pressurized Products Pressurized products are available in many formulations including products intended to work on contact for flushing or quick knockdown, or products that are intended to last a long time. Even dusts and microencapsulated products can be pressurized. Pressurized products even exist for specific pest situations such as active wasp nests or carpet treatments for fleas. Pressurized products can offer advantages over bulk or concentrated materials: Pre-mixed for Consistent Performance No Mixing Means Less Potential Exposure Saves Time, Adds Greater Flexibility Moving From One Product to Another

10 FOLLOW-UP Pest management is a process, not a singular event. A very important part of that process is assessing whether the treatment which was performed was successful. This assessment is referred to as Follow-Up and can be viewed as a second inspection in many regards. During the follow-up, the technician should have clear knowledge of the pest situation from inspection notes, as well as knowledge of the treatments performed and any special situations relating to the client. I m Mike Service supervisor, 14 years experience, Atlanta, GA The goal of the follow-up is to make sure the client is satisfied and that the treatment was effective. It helps me to reinforce to the client the importance of continued service by linking one service to the next. Active Follow-up By taking an active approach to follow-up, you are showing the client that you are taking his needs seriously and professionally, often giving him a positive impression of your level of service. Active follow-up establishes a position of responsibility. Physical Inspection Some prescriptions build into the treatment a special followup visit to allow a physical inspection to assess progress and provide additional treatment if necessary. This is often the case when success requires multiple treatments, or assessing the pest condition is difficult for the client. A common example of this is bed bugs. Mildred Mildred is on a quarterly service plan, so there is an active follow up plan in place. For Mildred though, seeing a nest of carpenter ants removed from a damaged window probably left quite an impression on her. Establish the realistic expectation to see a few straggling ants for a couple of days following the treatment, and invite her to call you after two weeks if ant sightings persist. Begin the next service with an inspection that focuses on carpenter ants. Check the areas surrounding the repaired window, the trees in the back yard, and ask her what she has seen. Reinforce through your professionalism that you are there to help Mildred protect her investment. Vito Il Tratoria is serviced weekly, so there is an active follow up plan in place. Check monitors, and do a thorough inspection as usual, but make a point to discuss with the staff how they are doing with their new delivery inspections, and review with them anything they found. Also check on the floor repair. Reinforce to Vito through your follow-up, that you are a professional that controls pests, but also strives to protect his restaurant s reputation. Dr. Charles Windsor Public Elementary School is serviced bi-weekly, so there is an active follow-up plan in place. Waiting two weeks for the next contact may be okay, but calling the IPM coordinator the next day to make sure there were no questions or concerns shows real professionalism. Check monitors and re-inspect area during next service visit. Keep IPM coordinator informed of new pest management products and methods that may be well suited to sensitive environments. Passive Follow-up Verbal Assessment In some cases, a simple phone call may be all that is needed to confirm that the client is satisfied and that the treatment was successful. No additional tactics are required until the next scheduled service visit. Callbacks are unsolicited calls for additional service by our clients for an unresolved pest problem or another unmet needs of the client. Callbacks can be a symptom of poor communication, incomplete inspection, improper prescription, inadequate treatment tactics or any combination of these. Passive follow-ups, such as callbacks, often put the PMP in a defensive position. Callbacks should be viewed as opportunities to make an adjustment / improvement to your plan and / or tactics and work towards satisfying the client. Follow Through On Commitments Did you complete all commitments made to the client? Do you have a plan in place to make a follow-up assessment? Have you documented your findings from the follow-up? Did your follow-up set you apart from your competition? Was your follow-up communicated to your client? Another important aspect of follow-up is carrying out all promises made to the client. It establishes your level of commitment to the client on future promises. This is often the dividing line between good service and poor service.

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