At Work With Action Termite and
By Libby Barsky
Name: Action Termite and
Type of business:
Address:
Telephone: (800) 920-0906
Web site: www.actionpestcontrol.com
Number of employees: 28
Founded: 1971
Top Officers: Dick Russel, president; John Russel, general manager; Rich Russel, sales manager and chief operating officer; Mike Russel, vice president of sales and marketing.
How would you describe your business?
"Action is dedicated to delivering professional pest control services. Starting with my father, we have been doing this for over 40 years as a family run organization.
"Our services include providing residential, commercial, industrial facilities with termite and pest control including animal control. We are a full-service company and have a service division to repair the damage the pest may have caused. For instance, if a wall has been damaged by termite infestation or a hungry raccoon, we will repair or install a new wall."
What makes your business special?
"We offer free inspections.
"We are a full service company including a repair division. We take care of the entire customer's needs if there has been an animal invasion our repair division will repair any damage they have caused.
"For the past year, we've had a canine division to combat bed bug invasions. We use two Black Labs Sarah and Rex, who have been trained for over 800 hours to smell bed bugs in parts per trillion to locate even a couple of cells from the exoskeleton of the bed bug which means we can find parts of a bed bug let alone the bed bugs themselves.
"Using our methods we guarantee that we will eliminate the bed bug problem or we will come back."
What goals do you have for the business?
"Our goal is to provide best customer service in our industry and to develop total services for the home or industry. Our goal is to care of each individual customer, one at a time, to address their problems, resulting in total customer satisfaction."
How has your business changed?
"We are a service-oriented company. Lately we are trying to developing a marketing division and training our people to identify problems in houses so we can show the need for repair for mold or moisture in the timber.
"The industry itself has changed. It's a very technology-driven industry always looking to develop a better product and be consumer friendly. When we started, it was myself, my brothers, and my father; now we are much larger, we have changed from a mom-and-pop operation to a much larger corporation with company officers, with managers, and supervisors and sales staff."
What was your most important deal?
"The most important business we did was pre-treating new homes being built by Toll Brothers, Hovnanian, and Kaplan for possible problems and giving the homeowner a five-year warranty on our work. Not only did we do the work for the contractor, but we got our name in front of the customer as well."
What changes do you expect in your business in the next 10 years?
"There are always changes in the industry. By 2011, no longer will the residential owner be able to purchase a product to kill mice or rats. It will be only available to professionals who will be able to use it. Products are always being developed in this field, and we have keep training our technicians and servicemen on the correct way to use the products.
"Once you get your license in pest control, you have to keep up with continuing educational points. We bring in experts all the time to provide in house training. We are so involved with in house training we have in house training once a week. We have to make sure we stay on top of the technology wave."
What is the most important thing you've learned in your business?
"The most important thing is to be honest, truthful, and deliver what you promise. I've also learned to enjoy communicating with my servicemen and staff and I definitely enjoy communicating with my customers, and treat them all like family."
What advice would you give to someone considering your line of work?
"First of all, a license is needed. Getting a license involves a 40-hour training period, another eight-hour course then you must take a closed book test called the Core 4. Then, classes for separate categories under the Core for more localized license needs, i.e. for campgrounds, food processing or insect bites.
"This is a business that is easy to get into but difficult and expensive to stay in, because you have to continue your knowledge and continue training. The equipment is inexpensive initially but the products, the gas, the insurances, state and federal taxes -- all that adds up. Everything has to be documented properly. Most people who come into this business have been forced to leave it. We've been able to diversify and found our niche in the market."
Is there anything else you would rather be doing?
"No. I've done this since I was 16 years old. I've always tried to better myself while I'm here. I absolutely enjoy what I do. My first love taking care of Action customers. From my experience working for Action in sales I found it to be an easy transition to campaign for the local council seat, in the town I live in -- Ocean Gate. I wasn't expected to win, but here I am this year up for re-election and I will be knocking on doors to meet voters. I've knocked on so many doors, I've gotten calluses on my knuckles."