Peter Ambrose-Pearce, Technical Services Lead at Syngenta Professional Solutions, considers what it takes to be a great pest technician.
To be considered a great pest technician requires a combination of experience, knowledge, communication, and understanding. Most calls come in with a ‘triple zero’ mentality, where customers demand prompt solutions for their pest problems. They’ve already tried retail sprays and remedies, searched the internet, and consulted with friends and family, all without any success. As a pest control technician, it is your duty to provide a professional, calm, and empathetic response to their cries for help.
Experience is essential for becoming a good technician. Every job and site is unique, requiring a flexible skill set that allows you to adapt to various scenarios. Consider what is different about each job and how you can apply your skills to improve the outcome. For example, in commercial locations, kitchen, restaurant or shop owners may demand a more targeted treatment (to one area) than in urban settings, where insect predators and pesticides reduce insect populations.
Knowledge is also crucial. Learn about the different chemistries and formulations available, how they work, and their potential outcomes and side effects. Understanding the mode of action of each chemical and how to apply them safely is essential to providing quality service in commercial situations. For easy access to information carry Syngenta’s Pest App on your phone to regularly refer to labels, HACCP certification and other documentation.
So much of the role is down to experience and knowledge. For example, your customer may have identified that ants are the problem and done some kind of treatment already. However, it is your knowledge of species type and behaviour that will get the job done. Your customers may have noticed that the ants are in the bathroom and toilets of the restaurant, but as the technician, you will consider how the building is constructed, the outside environment, and what the weather is doing (e.g. humidity, rainfall) to be able to assess the treatment situation thoroughly and find the best solution.
Communication and understanding are essential skills for any professional pest manager. I think 75% of our job is communication and 25% is the application or treatment. Be clear and concise when explaining treatment options, setting expectations (or results), and outlining responsibilities for both you and the site owner. Manage expectations in advance to kill the callback.
Empathy is key when engaging with customers, as it helps build trust and rapport. The more empathy that you can show upfront to your customer about their problem, the more engaged and helpful they will be when it comes to implementing and assisting with your solution.
Perhaps you have identified that the best approach for their continuous German cockroach problems is to clean up alternative food sources in the walk-in pantry, then apply a quality bait like Advion Cockroach Gel strategically combined with a residual spray like Demand Duo Insecticide. If they are expecting an immediate knockdown of their entire cockroach infestation, it’s down to your communication skills to set them straight and get them on board with a more integrated and long-term approach. This approach leads to a better end result both for the site owner and the pest technician. As a bonus, these customers will happily sing your praises to their family, friends, and workmates, and are more likely to provide you with ongoing continuous work, or even a great review if asked.
In summary, a great technician is trained broadly, engaged in continual learning and development, and able to communicate effectively and empathetically with customers. By providing quality service and building strong relationships with customers, you can create a highly successful pest control business.
