SKA S RA TA B T E E N QUALITY EDUCATION SAFETY PESTPEST NEWSNEWS Nebraska State Pest Control Association We have a 8700 Executive Woods Dr, Ste 400, Lincoln, NE 68512-9612 new address! Phone: (402) 476-1528 Email: [email protected] | www.nspca.org

Official Newsletter of the NSPCA Fall 2018 Message from the President By Travis Lucas “What are common knowledge. I’ll briefly de- blame and the bill onto one another. you treating scribe other instances where customer The landlord wants to find evidence for?” That’s a confidentiality is an important consid- that the tenant brought the bedbugs in common ques- eration. so that he can avoid paying for the tion that most of One relocation company that we treatment, keep the damage deposit, us get asked by a receive WDI inspection orders from and/or evict. The tenant would like to customer’s has very direct wording prohibiting the blame the landlord, insist that he pay neighbor. “Ants. inspector from disclosing any informa- for the treatment and any additional Spiders. Bee- tion or results to the homeowner.As the compensation they have a right to, or tles” are com- purchaser of the inspection, they own break a lease without penalty. Both mon enough the information. Similarly, in a routine parties want incriminating evidence on replies. The real estate WDI inspection, the purpose the other and they expect you to pro- neighbor usually goes on to tell you is to inform the buyer about the condi- vide your expert opinion. about a time he had ants and what he tion of the home, and ideally, they re- In the above examples, and in many did to get rid of them and everyone ceive the others, a little carries on with their business. What if report before information the answer is Bed Bugs, Roaches, or the seller has in the wrong Rats? The conversation will usually knowledge hands can go in a much different direction. We if it. Creating a Successful cause big all know that those type of pests are AroundCompany Culture trouble. In our associated with, in truth or not, filth, the shop, and business we unsanitary living conditions, and amongst have a ‘one stigmatized socio-economic or racial others in the customer’ demographics. When someone finds business, we practice. One out that they are living next to a home all have a person or- with roaches they may jump to certain good time dered the conclusions about their neighbor, how telling our “worst ever” stories. These work, that person is also paying the he does or doesn’t clean his house or are the ones about the man with Bed bill, and that one person is the only one even what type of people he associ- Bugs in his chest hair, roaches in the entitled to findings, recommendations, ates with. It may reinforce negative bed, basements carpeted in dog poop, or proposals. If they ask you to share feelings that he already had about and all the aromas associated with the information, you do, but otherwise “those people”. hoarding. Sharing these stories in pri- it’s between you and the customer.And This is just one example of the vate is good fun, but if we put a name or in case the nosey neighbor asks, you’re sticky business of customer confiden- an address to the stories, this informa- treating for pests. tiality. We work in some of the most tion can cause embarrassment, anger, private settings of people’s businesses rumoring, or even cost a business it’s Save The Date and homes. We see food harvested, reputation. JuneThursday-Friday 3-9, 2018 slaughtered, processed, sold, and Ranking as the most contentious February 21-22, 2019 served. We work where people live, realm of customer confidentiality is- TheIs CornhuskerNPMA MarriottBed sues, one that I touched on last quarter, eat, sleep, and bathe. They tell us de- Lincoln, NE tails of their travels, habits, families, is the department of tenant and landlord Bug Awareness and lives. And, quite frequently, they relations. It is all too common to be show us their bites. Much of what we caught in the middle of a dispute be- Week see are things that no one wants to be tween two parties that want to pass the NSPCA DIRECTORS& OFFICERS 3 Factors To Consider Before Selling Your Company By Stuart & Donna Aust Currently, merger and acquisition activity in the pest con- trol industry continues to surge. How long this will last is unknown. However, this trend should continue to remain active for some time thanks to the favorable business climate, low interest rates, access to loans and capital, strategic plan- ning and growth of pest control companies, and entry of pri- vate equity firms in the industry. Travis Lucas, ACE Shawn Ryan Deloitte conducted a recent survey of more than 1,000 SKA S President RA TA Vice President B T E E Benzel Pest Control N Heartland Pest Control corporate executives and private equity investors, and the 820 Burns St 813 Morrison Road QUALITY consensus was that merger and acquisition activity would Gering,NE 69341 EDUCATION Gretna,NE 68028 (308) 632-3437 SAFETY (402) 332-4707 continue to accelerate. Approximately 70 percent of execu- tives interviewed in the U.S. and 76 percent of executives from domestic-based private equity firms believe that deal flow will continue to increase. Other factors to consider – Although your company may be ready to sell, the question is, are you? Here are some of the “softer” factors to consider when deciding it’s time to sell: Ÿ While all the internal and external selling factors may or may not line up, you may not be ready. Some owners make Brad Kuiper Andy Licht the decision to keep their business in the family. Others de- Government and Nebraska State Pest Legislative Chairman Control Association cide to sell. It’s a very personal decision.Yourdesire might be Heartland Pest Control 8700 Executive Woods Dr, Ste 400 to grow your business for now and sell in the future. If that’s 820 Burns St. Lincoln,NE 68512 Gretna,NE 68028 (402) 476-1528 the case, it’s important to keep in mind that the due diligence (402) 332-4707 (pre-sale) and integration process (post-sale) can take six months to a year and a half. Plan accordingly. Ÿ Others see that selling can translate into higher income. They realize that investing the payment from the sale of their business can exceed their annual salary as owner. The return of your investment with a wealth advisor or in real estate can be quite lucrative. Selling your company does not mean it is time to retire. In fact, the sale can be the start of a new begin- ning that allows you the freedom to pursue other ventures, such as starting a new business, traveling, serving your com- Tracy Connor Carl Braun P. R. Olson munity or church, or continuing to work for the new buyer. District 1 Director District 2 Director District 3 Director City Wide Termite Quality Pest Control Olson’s Pest Technicians For instance, selling our company allowed us to start The & Pest Control PO Box 12140 PO Box 808 Aust Group. 14330 Corby Street Omaha,NE 68114 Norfolk,NE 68702 Omaha,NE 68164 (402) 738-9164 (402) 371-7976 Ÿ When choosing a buyer, keep in mind that you will (402) 733-1784 likely be staying on at least six months to a year. In addition to getting your target price, you may want to ensure the cultures and leadership styles of the two companies are closely com- patible. This can ease the transition between staff members, as any merger can bring a certain level of stress. When you receive one of those offers to buy your com- pany, don’t be so quick to dismiss the prospect of selling. It’s easy to disregard the idea of selling when your revenue and profitability are surging and all is well. Defying logic, this could actually be the right time to give serious consideration Dave Ryan Gregory Poppe Wayne Lucas District 4 Director District 5 Director District 6 Director toward selling your company, as it can yield the highest re- Carey’s Pest Control Poppe Enterprises, LLC Benzel Pest Control turn. PO Box 895 PO Box 2042 813 Morrison Road Hastings,NE 68902 Hastings, NE 68902 Gering,NE 69341 STUART AUST is president and DONNA AUST is chief editor (402) 463-9416 (402) 984-2856 (308) 632-3437 and consultant of The Aust Group, a mergers and acquisitions consulting firm based in Upper Saddle River, N.J. Stuart is also a PMP columnist and former owner of Bug Doctor and its affiliates. He can be reached at [email protected]. How To Curtail Cockroach Callbacks By Diane Sofranec Mennis Pest Experts, Lynn, Mass. Cockroaches are not going to go agement, Cornelia, Ga. 7. Schedule follow-up visits and away by themselves. Effective treat- 4. If the source of the cockroach share expected results with your cli- ment depends on many factors; here’s infestation can be identified and linked ents. Let them know when you will be how to gain control. to a specific supplier, an employee who back and what to expect between now Sometimes, cockroaches come is bringing them in, a family member and then. Stay proactive in your plan, back after treatment thought to be who travels, a particular store where and discuss any questions your client successful. Even when pest manage- they shop, help them understand the may have when talking about next ment professionals (PMPs) use every changes in these areas that need to be steps. — Kent Smith,ACE, Owner,A+ tool at their disposal, control may be made. — Bill Melville, Owner, PRIZM Quality Pest Control, Oskaloosa, Iowa elusive. Here are 10 tips to help re- IPM Solutions, West Linn, Ore. 8. Since making changes in the duce customer callbacks. 5. Do the best job possible on the materials we use, and equipping all 1. Eliminating callbacks, or at least first treatment. Treat every home like it technicians with HEPA-filter vacu- reducing them, should be the goal of is your own. — Crystal Boyd, Com- ums, callbacks have almost become every PMP. Establishing protocol for mercial Sales Manager, Pest Manage- non-existent. Because cockroaches different species of cockroaches in ment of Texas, Sachse, Texas have an incredible ability to adapt to various sanitation conditions is signif- 6.Assuming a thorough service was materials, we must field test new meth- icant in achieving this goal. — Philip initiated, the callback rate can and will ods of treatment long before they adapt Smith, President, Compass Pest Man- be reduced with client cooperation and to our current treatment methods. — agement, Cornelia, Ga. Josh Fleenor, President, Pest 2. Educate and inform Pros Pest Solutions, Sacra- your customers of all aspects mento, Calif. of the treatment procedures 9. Take your time to do a and protocols, as well as the good job. Many technicians treatment schedule, includ- hurry through the job and don’t ing your expectations and eliminate all of the cock- expectation timeline. Call- roaches. Slow down. In the pest backs usually are related to control business, time is money the ongoing support needed so we are always in a hurry. But (sanitation, housekeeping, you have to know when to slow building maintenance) to down and when to speed up. — maintain control after the Randy Konold, Owner, Sodak problem has been resolved. Pest Control, Watertown, S.D. Customers have a tendency 10. Give customers a pest to let down their guard. — sightings report. Ask them to Bill Melville, Owner, education as to why and how the issue record any cockroach sight- PRIZM IPM Solutions, West Linn, first emerged. Inform customers that ings, including the time, location, num- Ore. specific services require some time to ber of cockroaches and name of person 3. Educate customers to let them take full effect. Make certain techni- or employee who saw them. — Kent know what they can do to reduce con- cians are experienced, knowledgeable, Smith, ACE, Owner, A+ Quality Pest ducive conditions and what results and understand what to do and do it Control, Oskaloosa, Iowa they can expect over time. — Philip well. Otherwise, issues will emerge. — – From Pest Management Profes- Smith, President, Compass Pest Man- Dennis Mastrolia, CEO, Dennis the sional assistance comes from coyotes, which are allowed to roam the streets of Top 3 Worst Rat Cities In The U.S. Chicago as part of a study to see how coyotes behave in an urban envi- Rats have been enjoying a close rela- ronment. tionship with humans for hundreds, if not Baltimore's rat problem is bad enough that at one point, rats tun- thousands, of years. Humans derive no neled so intensely beneath a particular area of pavement that when gar- benefits from having rats around, but rats bage collectors drove over it, their truck sunk up to its axles. Rats in the get all sorts of perks. Most notably: food, vicinity took full advantage of the mishap and swarmed the truck, gorging shelter and water. Often this has little effect, on the garbage inside. but in some cases, rats go too far, and their Incidents of unexpected rat appearances are frequently broadcast impact on human populations becomes unbearable. out of the BigApple (New York City ). Take the KFC/Taco Bell ratscapade These cities are among the most rat-plagued places in the United of 2007. At a KFC/Taco Bell fast-food outlet located in Greenwich Village, States. a pack of rats drew big crowds and camera crews after they were discov- Rats have the run ofChicago, although the city receives some help ered nonchalantly scurrying around the main eating area of the restaurant at decreasing the rodent population from an unexpected source. That before it opened for the day.

3 Boric Acid Kills Bed Bugs, But Only When They Eat It By Andrew Portereld After years of apparent dormancy, feeding boric acid to 10 adult the bed bug (Cimex lectularius), has male bed bugs, at concentra- made a comeback in Europe and the tions between zero and 5 per- United States. While the insects do cent. The bed bugs were fed not transmit disease, they are a nui- for seven days. sance, infesting bedding and other Ÿ The second experiment furniture and leaving clear symptoms involved exposing bed bugs to of biting. As scientists try to deter- boric acid dust. Here, 118 mine a reason for their resurgence, starved and 120 fully fed bugs pest management professionals and were placed in dishes contain- members of the public have searched ing boric acid dust, and mor- through a number of eradication meth- tality was measured for 14 ods, including chemical pesticides days. In the second experiment, the killed 80 percent of all bugs in seven and other treatments, with varying researchers also looked at whether days. Concentrations above 1 percent (and often negligible) success. boric acid particle size had any effect killed all bed bugs within four days. One common treatment has been on bed bug mortality, homogenizing By also testing B. germanica, to use boric acid on bed bugs, as a some boric acid powders. which can be killed by boric acid in- dust, spray, bait, paste, gel, or liquid. gestion or exposure, the researchers Ÿ The third experiment involved Dust may be the most common boric found some clues as to how boric acid exposing German cockroaches to boric acid treatment, but it’s efficacy is not may work on insects. “It appears that acid dust. One group of roaches had known. Some pest control advisors this otherwise insecticide-susceptible glued mouthparts (to prevent inges- and agricultural extension agencies strain of bed bugs possesses mecha- tion), while the second group was free have even recommended not using nisms that prevent boric acid from to feed. boric acid at all. To help determine the compromising or penetrating the cutic- efficacy of boric acid on C. Ÿ The fourth experiment involved ular barrier,” the researchers write. lectularius, a team from North injecting boric acid directly into the Exactly how boric acid does its job Carolina State University led by ento- bed bug’s body (specifically, the remains a mystery, which presents mology professor Coby Schal, Ph.D., hemocoel) to determine toxicity of the challenges in designing baits to attract examined two ways to deliver boric chemical to bed bugs. and ultimately kill bed bugs. But boric acid: contact with dust or by inges- Bed bugs had no aversion to feeding acid is a preferable chemical candidate tion. They also compared results to on boric acid at concentrations up to for use in bed bug baits, since it is solu- boric acid treatments on common two percent, though the number of fully ble and stable in water, is not as toxic to German cockroaches (Blatella engorged bugs dropped to 80 percent at mammals as other chemicals, is rela- germanica), which boric acid can kill 5 percent concentrations. tively low cost, and doesn’t appear to by both routes. Simple exposure only to the dust trigger resistance by insects. In a study published in September showed a 33 percent mortality rate As for the use of boric acid in dust in the Journal of Economic Entomol- among bed bugs after 14 days of obser- applications, though, the study shows ogy, Schal and his team report that vation. Increasing concentrations ten- such efforts are likely to be minimally boric acid can kill a significant num- fold only increased unfed male mortal- effective against bed bugs. The re- ber of bed bugs—but only if the chem- ity by 10 percent, and there was no searchers note that boric acid dust is ical is ingested. Bed bugs that eat bo- difference between fed and unfed bugs. widely available to consumers and pest ric acid at concentrations greater than Nor did reducing the size of boric acid management professionals and is ef- 2 percent die quickly, and concentra- particles have any effect on bed bug fective against other urban pests, hence tions as low as 0.5 percent caused 100 mortality. In fact, more than 85 percent its common use. But, for managing bed percent die-offs, although at a slower of fed bugs survived external boric acid bugs, methods to induce ingestion of pace. However, external contact with exposure. boric acid will need to be devised. high concentrations of boric acid dust Injecting bed bugs did cause high – From Entomology Today. Andrew did not have a significant effect on bed mortality rates (up to 95 percent at Porterfield is a writer, editor, and com- bugs. By comparison, boric acid ef- higher concentrations), indicating a munications consultant for academic fectively killed concentrations of toxicity of boric acid to bed bugs that institutions, companies, and non- German cockroaches, regardless of the insect’s cuticle is effective at stav- profits in the life sciences. He writes the route of contact. ing off. frequently about agriculture issues for The researchers conducted four Ingestion, by comparison, was eas- the Genetic Literacy Project. He is experiments on the bed bugs and ily induced in bed bugs and highly ef- based in Camarillo, California. Fol- roaches. fective at killing the bugs. A single low him on Twitter at @AMPorterfield Ÿ The first experiment involved blood meal with 0.5 percent boric acid or visit his Facebook page. 4 5 Don’t Lose Those Leads It can take years to build a busi- second response time. Facebook now ers, not necessarily new customers. ness. It can take just 30 seconds to lose recognizes companies that have a solid Target the person with the highest like- a customer. response time with badges that are lihood of converting leads. Those with Phone calls are still the most com- available for the public to see. service agreements should be at the top mon method of customer queries and Ÿ Contract your communications of the list, followed by repeat custom- service orders, but social media needs. Even if you have an in-house ers and new customers. messaging and online Ÿ Be empathetic. Home chat portals are gaining service chat professionals are ground quickly. That thoroughly trained in how to means there are increas- interact and respond to cus- ing entry points for your tomers. If you still maintain customers and potential leads in-house, one of the most clients. It also means important points to keep in pest management pro- mind is empathy. Because fessionals (PMPs) have you’re dealing with pests ev- to keep up with the in- ery day, it’s easy to become creased volume of in- desensitized to customers’ coming requests for needs. Remember, they are service. calling you because they have Here are some point- a problem. Potential customers ers for balancing a will give more data to a reas- heavy volume of orders, suring voice than an apathetic and the growing impor- person handling incoming service in- one. That means they have tance of social media in making sure quiries, you can’t reasonably expect a made an investment with you and will your company can bolster its “speed marketing manager to respond effec- be more prone to hire you now, or in the to lead.” tively 24 hours a day. You have a very future. The more information you can short window to respond to potential collect, the better chance of converting Ÿ Every phone call matters. An- customers. Contracting that work out to the lead. swer every one, but be transparent companies that offer live home service The many ways in which customers with your customers. Tell them you chats, for instance, is significantly interact with your company can seem are busy and try to set reasonable ex- cheaper and can pay for itself with in- daunting, but the more points of entry, pectations, but go ahead and set a creased leads. the greater chance you have of growing timely appointment. Check in with the Ÿ Respond quickly. If a lead comes your business. customer as the appointment ap- in via a website chat feature, it is crucial proaches. Calls at 10 a.m., 1 p.m. and to respond quickly. There is no trail of DID YOU KNOW? 4 p.m. can help you get a feel for digital clues to trace for future refer- Of the heavy weights in the insect whether they have booked services ence with an anonymous website world, a rhinoceros beetle wins the with another company. If they have, query. This makes responding to title. Megasoma actaeon is found in you can fill that slot ahead of time. website leads even more critical than Ÿ Guyana, South America and adults Stay on top of social media responding to social media messages. weigh in at an astonishing 3.5 ounces messaging. You may have noticed With social media, at least, you can put (100 grams)! more queries coming in via social together a pretty good profile of a po- Your average grasshopper media. Facebook is pumping up its tential customer and track down him or weighs 0.01 ounces (300 mg), so it messaging medium. As social media her if needed. A Harvard study con- would take more than 300 grasshop- platforms make it easier for customers cluded that if you respond to a customer pers to weigh as much as one to communicate with companies, service inquiry within five minutes, Megasoma! more customers are going to use that there is a 400 percent greater likelihood as an option. People want to get their they will book an appointment. If you questions answered quickly, 24 hours fail to book within this timeframe, the a day. Huge companies like Apple, person will often move on to your com- Amazon and Facebook have raised petitor. the bar for response times. Most peo- Ÿ Triage as needed. If your call ple aren’t going to cut you slack be- volume is overwhelming, your com- cause you are a small or medium- pany needs a triage system of sorts. sized business. People expect a 30- Your focus should be on repeat custom- 6 To Test Or Not To Test: Employee Drug Testing In recreational use under some circum- The Age Of Legal Weed By Sheryl S. Jackson stances. versations with Although some laws legalizing local attorneys, marijuana specifically state that they courts are still are not intended to require employers allowing employ- to allow marijuana use in the work- ers to enforce place or to affect company policies their drug-free related to marijuana use, most laws are workplace poli- silent or ambiguous. However, in 2016 cies,” she says. Maine was the first state to expressly Although es- prohibit an employer from hiring a tablishing a drug- person solely due to off-duty use of free workplace marijuana. The Maine statute, how- policy is still pos- ever, does allow employers to prohibit sible, it is impor- use during work hours or to terminate tant to make sure an employee under the influence at that company work. policies are en- Because laws differ from state to Employers across the country are forced fairly and consistently with all state, it is important to work closely struggling with the issue of employee employees—whether the use is medi- with human resources staff or an em- drug testing as more states allow the cal or recreational marijuana. ployment lawyer to be sure that the use of recreational or medical mari- “To the extent employment action is company complies with state laws. As juana. Although pre-employment as based on the violation of company more states legalize marijuana and as well as random drug tests have always policies and not the medical condition more court decisions are published, it tested for marijuana, more stories of given rise to the use of medical mari- is critical to stay up-to-date and rely on employers who are doing away with juana, most states allow employers to experts. tests altogether are showing up in the discipline or terminate employees who Companies that span several press for various industries. violate established drug-free work- states—with differing laws regarding Is this the right approach for pest place programs, and this includes those marijuana—face more complex chal- management companies? Can they who test positive for marijuana usage,” lenges. “I recommend that employers still establish drug-free workplaces? says Hudson. “It is important to re- have drug-free workplace programs How can employers ensure that poli- member that marijuana is still illegal customized for each state,” says Hud- son. “As an example, some states have cies do not expose them to allegations under federal law and, if an employer is nondiscrimination provisions related of discrimination? covered by DOT or other federal guide- to medical marijuana usage, while Elimination of employee drug lines, the employer may be required to other states give wide latitude to em- tests is not likely to be widespread in prohibit marijuana usage.” As the number of states that have ployers.” the pest management industry, says J. What will be the biggest em- Scott Hudson, Esq., Stovash, Case & de-criminalized or legalized marijuana has grown, the perception of its use has ployee drug-testing challenge for Tingley, P.A. “I do not see this as a employers in the future? trend in the pest management indus- changed as well among potential em- ployees. “The biggest challenge will be try, namely because a large percent- balancing the need for a safe workforce age of industry employees drive com- The legal use of medical marijuana in states that have approved it does give against the state disability laws,” says pany vehicles, enter customers’ Hudson. “While the Americans with homes or buildings, apply chemicals employers an option to test for sub- stances but still employ people using it Disabilities Act is a federal law and that in some circumstances could pose medically. For example, an employer does not cover medical marijuana as a safety concerns, and are otherwise can test for the same list of prohibited protected category, many states have engaged in safety sensitive duties,” he substances for all job candidates but enacted similar employment-oriented says. “As a result, many employers consider accommodation of marijuana disability laws that might require em- place a priority on the safe perfor- usage for non-safety sensitive employ- ployers to provide reasonable accom- mance of job duties.” ees who provide medical certification. modation to employees or applicants Kylie Luff, senior vice president Legal in 31 states. As of mid-2018, who use medical marijuana. However, and managing partner of Seay Man- 31 states, including the District of Co- even in the most progressive states, agement, agrees and says that mem- lumbia, have enacted comprehensive employers are usually not required to bers of her firm have not heard from legislation covering marijuana usage. permit use on company premises or their clients that elimination of drug The majority of these states limit usage allow an employee to work under the tests is a consideration. “As of right to those with medical conditions, while influence.” now, based on our research and con- about one-third of these states allow for – Reprinted from PestWorld 7