Published for Members & Friends of the Iowa Pest ... · Carpenter Bees/Bumble Bees ... 11 In this Issue Published for Members & Friends of the Iowa Pest Management Association •

Letter from the President ........ 2l

About the Customer .................3l

Periodical Cicadas ................... 5l

What’s All the Buzz ................. 6l

Brain Differences .................... 6l

Customer Expectations .............7l

Cards & Referrals .................... 9l

Carpenter Bees/Bumble Bees ...11

In this Issue

Published for Members & Friends of the Iowa Pest Management Association • 2nd Quarter, 2014

Do’s & Don’ts of Hands on TrainingDO...

Hands-on training offers real-world

opportunities for employees to better improve their ability to service customers, and leads to better safety records. Here are some tips on making sure your hands-on training is effective.• Remember, retention increases to 75%

when employees are given an opportunity to practice what’s learned.

• Realize many accidents within the workplace originate from tool misuse.

• Offer plenty of opportunities for employees to learn in a hands-on environment, because when given that chance, they’re stimulated to learn more and want to continue training.

• Encourage critical thinking during the session. Employees’ skills will increase as they learn within a hands-on environment.

• Employees no longer have to rely on memory while sitting passively in a lecture environment.

DON’T...• Forget only a small percent of information

is retained when employees sit and listen passively in a lecture-style environment.

• Allow employees to just sit during the session. The main benefit of hands-on training is employees obtain a feel for

materials used on the job, especially if tools are required.

• Leave employees on their own for the session. Within a hands-on training environment, there must be an instructor present to assist with and oversee the tasks.

• Forget an employee’s desire to learn increases, and they’re more willing to listen and pay attention if there’s a task to complete.

• Be tempted to solve the problems for them; employees must make independent decisions about what to do next to obtain a desired outcome.

• Forget that employees retain critical thinking skills instead of simply memorizing for an exam.

Knowing the do’s and don’ts allows you to develop effective hands-on training programs. Quality training ensures employees confidence and competence, retention, satisfied customers and recurring revenue.

*From Pest Management Professional, 2014

Page 2 IPMA Connection • 2nd Quarter, 2014

From the President

2013 Board of Directors

Lori IronsRhodes Chemical Company1129 Merriam LnKansas City, KS 66103Phone: 515-523-6104e-mail: [email protected]

BrentFreese@ Diampestcontrol.com

“Pests, pests and more Pests” should be the theme of this summer. With all the moisture and humidity, all operators should be running full steam ahead.

At this time, everyone should be monitoring new customers

coming in as well as maintaining existing customers. The questions you might ask yourself:1. Are we getting to the new customer calls as fast

as we can or are they waiting too long to get their problem solved with a society that wants instant service?

2. Are we letting our existing customers wait so we can handle the new ones?

3. Are the phone calls being handled professionally with the proper employee direction?

4. Are you or your staff routing schedules for the most productive use of daily work time?

5. Are we identifying correctly the pest we are trying to control, i.e. carpenter ants vs. ground nesting etc?

6. Are the products being used the right ones for the job?

7. Are we charging the correct amount for our service?8. Are we collecting the money owed?9. Did we over promise and are now facing the

possibility of under delivering?10. Does your staff truly understand the expectations

or are you assuming they know?This time of the year, it’s easy to lose perspective.

Let’s make this year one for the record books! Chuck Summers

10 Business Tools You Must Use

Here is a list of business tools that are valuable for pest control businesses. Note that most of them are FREE!

• Doodle.com. an easy way to schedule a meeting. No registration or download necessary. (FREE)

• eFax.com. Receive faxes into your email box; get your own fax number; search faxes; transfer large files. (FREE limited subscription)

• Irfanview.com. A photo viewer with limited editing capabilities. (FREE)

• MailChimp.com. The FREE tool to produce and e-mail newsletters. (FREE)

• Dropbox.com. A great way to share files and transfer files too large to email. (FREE)

• FastStoneCapture.org. A flexible screen grab program with extensive features. (FREE)

• Carbonite.com. An always-on backup system that will rescue you if (when?) your computer crashes. (Subscription required but worth every penny!)

• TraxTime. If you bill by the hour, this program is the best. Much like a time clock, it also produces reports. (SMALL FEE)

• JoinMe.com. If you’re looking for a way to share your screen while meeting on the phone, try join.me. (FREE)

• Evernote.com. Save articles, sites, etc. that you want to read later. (FREE)

IPMA Connection • 2nd Quarter, 2014 Page 3

It is Always About the Customer

Sales are tough. Long term success in sales can be summed up in one word: relationships. When a

client finally says “yes,” the sales person must follow through on the promises made to a client in terms of price, services and follow-up.

Furthermore, it can often lead to a lifetime relationship for a sales person and his/her company, and that is a rewarding experience. On the other hand, if a customer’s expectations are not met, a relationship with a customer can end quickly and that is not a happy ending! Unfortunately it can happen with little notice and that’s why staying in touch with a customer is critical. Customers have the same wants you do and it is best to keep in mind that regular communication is essential.

Here is a customer commitment list to keep in mind:• A customer is the most important person in any

business.• A customer is not dependent on you. You are

dependent on them.• A customer is not an interruption. They are the

purpose of the work.• A customer does not do you a favor when they call.

You are not doing them a favor by serving them.• A customer is part of a business, not an outsider.• A customer is not someone to argue or match wits

with.• A customer brings you their wants. It is your job to

try and fulfill those wants.• A customer is the lifeblood of every business.There is nothing more precious than a customer. Are they always right? No. But they do make it all happen, including sales opportunities, so they should be treated accordingly. You have no referrals without loyal customers, and these relationships are key to success.


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Periodical Cicadas Return to IowaBy Donald Lewis and Laura Jesse, Iowa State University

It’s good to talk about a blameless insect once in a while. Or at least to talk about something that is fascinating and not a pest!

Enter the periodical cicada! This is the year that Brood III of the periodical cicadas (a.k.a. 17-year “locusts”) have emerged from the ground as adults in a significant portion of the state of Iowa (central and southeastern Iowa; see the map). The periodical cicadas we saw and heard this summer were the offspring of the adults that we saw way back in 1997. For 17 years, the cicada nymphs have waited underground. This is the summer we (and they!) have waited for!

Periodical cicadas are unique and spectacular insects, starting with the fact that they are not pests, in spite of the large numbers that appear in Iowa woodlands and parks. These insects are only found in the eastern half of the U.S. and they are unique for their incredibly long life cycle. Periodical cicadas have a life cycle that takes 13 or 17 years to complete one generation. Compare that to German cockroaches that are found worldwide and can have a new generation every 2 months and you see why periodical cicadas are special.

The second characteristics of the periodical cicadas make them exceptional even by the standards of the incredible and fascinating world of insect species is that all the cicadas in an area emerge at once in highly synchronized fashion. Up to a million and a half cicadas per acre and as many as 40,000 cicadas per tree all emerge in the same year. The numbers stagger the

imagination and repulse the squeamish.

How the nymphs count from one to seventeen underground in the dark is not well understood, but they do it, and all the nymphs climb up tree trunks, posts and poles to molt to the winged, adult stage.

That’s when the racket begins. Periodical cicadas are known for the loud and incessant buzzing noise the males make from mid-morning to early evening. In areas of high population abundance, you can hear the eerie, high-pitched whining from far away. Cicada adults live for 5 or 6 weeks during which time the males and females mate and the females lay the eggs that are the start of the next generation.

We hope you saw and heard the massive emergence of periodical cicadas this year. The offspring of this year’s cicadas will be back. But not until the year 2031!


What’s All the Buzz About?

Regulatory action may eventually extend to non neonicotinoid pesticides as well. Expect the label language appearing on

neonictoinoid product labels to eventually appear on other products.

The public is concerned about pollinator health, so the story will continue to receive widespread media coverage. Media coverage, regardless of the science, will point to pesticides as the problem. Our industry must work to keep the focus on science, not rhetoric.

Regardless of whether PMPs are using neonicotinoids or other pesticide products, avoid unnecessarily exposing bees to pesticides, unless bees are the intended target for structural or public health reasons.

One of the hottest pest management regulatory issues around is protecting bees from unintended exposure to

pesticides. Recently adopted and future public policy will impact pesticide use for all, including pest management professionals (PMPs).

Honeybees and other pollinators are vital to an abundant food supply. The last several years honeybees have been plagued by a mysterious Colony Collapse Disorder (CCD), and beekeepers worldwide are fighting for their livelihoods. Some have suggested the primary culprit is pesticides, while others stress the complexity of the issue and variety of factors involved.

The Environmental Protection Agency (EPA) has asked labels to be revised warning about the use of neonicotinoid pesticide products where bees are present; European countries are banning neonicotinoid products; the EPA is being sued by environmental groups for not banning products; and Congress is being asked to pass legislation impacting neonicotinoid and other products.

Changes to labels, and the products being scrutinized, are all products with outdoor foliar use directions (except granulars) containing the active ingredients imidaclopride, dinotefuran, clothianidin, or thiamethozam, regardless of formulation, concentration or intended use. So what is the meaning of these efforts?

Honeybees and other pollinators are vital to an abundant food supply.

New study: Striking brain differences explain some gender stereotypes

By Jesus Diaz

A new research paper published in the Proceedings of National Academy of Sciences demonstrates that men and women’s brain connectivity is very different which, according to the

authors, gives a “potential neural basis as to why men excel at certain tasks and women at others,” matching

some commonly-held stereotypes.The study—one the largest of its kind with

949 individuals aged 8 to 22—used a new imaging technique that can “trace and highlight the fiber pathways connecting the different regions of the brain, laying the foundation for a structural connectome or

(Continued on page 10)


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As a Pest Management Professional, the last thing you want is a dissatisfied customer claiming your work was negligent or did not live up to their expectations. But too often we see claims

by customers who did not understand either the risks or probable outcome of their treatment.

Your first line of defense against such claims is twofold: managing customer expectations and effective employee training.

Managing ExpectationsManaging expectations is a theme I emphasize regularly. It’s important to talk with your customer and be sure they understand both the risks and chances for success of your treatment.

Even if you have proper wording in your contract, you need to walk through the details in person:• Let your customers know what to expect when

they arrive back to their home after the treatment process.

• If multiple treatments are a possibility, especially when treating bed bugs, discuss this in advance with customers so they will not be surprised.

• Set realistic expectations so you are not held accountable if a customer delays your ability to come back for follow-up treatments.

Employee TrainingA second theme I emphasize is employee training. One of the important parts of training is the treatment, including proper chemical mixtures, application amounts and the appropriate use of equipment. As

Managing Customer Expectations and Effective Employee Training

you know, mistakes can lead to costly re-treatments, property damage and even bodily injury. Make sure both experienced professionals and rookies are trained to meet your technical standards. Don’t stop your training at the technical level. Training should also cover professionalism and communications so your employees learn how they can manage customer expectations as described above. Having rules for communications is one thing, but being able to effectively communicate is another.

Offer refresher courses so you are keeping up with emerging problems and new techniques. With both online and live training there are many external resources.

You can never prevent all customer complaints or claims, but by paying attention to both managing customer expectations and technical and communications training, you can avoid many preventable and costly problems.

*From Direct To You – Insurance Guide, March 2014


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Cards & Referrals . . .the Connection

One of the least expensive, most effective marketing pieces is a business card. . .not just any card, but a GOOD one, one people will want to keep and will help them remember you. Business

card prices can be as low as 4 cents each or lower if you scour the web for great prices. What a deal!

When you hand your card to someone, do they react with statements like, “Nice card” or “WOW, love your card”?? Or do they merely accept your card and pocket it without any reaction? Keep in mind, if they react, they remember!

Think about what you do with cards you receive. Do you put them in a pile in your desk drawer or toss them into the trash? Obviously, you don’t follow up with the folks whose cards you trash or tuck into a drawer. Neither do people who toss your card.

Most companies consider referrals and word-of-mouth marketing a vital part of their growth strategy. But few companies maximize referral sources with a structured process to acknowledge, thank and in doing so, encourage future referrals. Here are some hints to turn referrals into more referrals.

Referrals include three parties: the person who has something (Referee) , the person who wants that something (Referral) and the connector (Referral source). The following are tips for good etiquette toward each of these three groups.

Referee: If you are the person who has something to give or sell 1. THANK the Referral Source in whatever way you

can afford –handwritten note, coupon for discount on service, movie tickets, restaurant gift card.

2. Keep in touch with the person who referred you, alerting them to the progress of the project, the relationship you are developing and again, THANK them!

3. Send a short survey after the job asking for a testimonial you can use and that you can share with the Referral Source.

Referral: If you are the person who is in need of what the Referee has to sell. . .

1) Again, THANK the Referral Source.2) Keep the Referral Source up-to-date on the

project.3) Let the Referral Source know if there are challenges that need addressing.

Referral source:

If you are the Referral Source, you will be more inclined to continue to give referrals to the Referee if the Referral and the Referee do their job of expressing gratitude to you!

Here’s what you can do right now: look over the business you have now and call your Referral Sources with a big THANK YOU!

June Van Klaveren owns Compelling Communications, a market-ing & graphic design company that specializes in helping service

related companies marketing their services. She can be reached at 800-779-0067 or through the web site


network of the whole brain.”Using the data captured, Dr. Ragini Verma

and his colleagues at the University of Pennsylvania Perelman School of Medicine’s radiology department found that men have a denser neuronal connectivity between the front and the back of the brain, while women have a greater connectivity between right and left hemispheres. The differences accentuated with age: they were less under 13 and increased as the test subjects got older.

According to their conclusions, this denser connectivity explains why males are better at coordinating their perceptions with their actions, while women are better at connecting their analytical and intuition functions.

On average, men are more likely better at learning and performing a single task at hand, like cycling or navigating directions, whereas women have superior memory and social cognition skills, making them more equipped for multitasking and creating solutions that work for a group. They have a mentalistic approach, so to speak.

In other words: women are great at leadership and finding solutions for humanity while men are good at

learning single tasks fast. Which actually makes a lot of sense and explains the state of things in the world.

According to one of the co-authors, Dr. Ruben Gur, “It’s quite striking how complementary the brains of women and men really are. Detailed connectome maps of the brain will not only help us better understand the differences between how men and women think, but it will also give us more insight into the roots of neuropsychiatric disorders, which are often sex related.”

(continued from page 6)

The Blog as “Traffic Bait”

A blog (short for web-log) is a personal online journal. Frequently updated, blogs are usually posted to a single page in reverse-chronological order, in order to create an on going “autobiography”

of the site, or the site host. Blogs can be devoted to anything under the sun – and can serve as an important engine for bringing in more web traffic.

If you add a blog to your site, and feed it regularly with new postings, you’ll instantly make your site more interesting, and give your first-time visitors a reason to come back for more.

When you blog, you can – and should – include a mechanism for comments. This builds community, increases your visitors’ sense of loyalty, and makes the “conversation” more interesting for everyone. What’s more, the comments can give you important feedback about your site – or your services. This can be parleyed into a stronger presentation that will appeal to more people, drive additional traffic to your site, and ultimately increase sales.

Blogging can be an ideal way to increase the amount of traffic your website receives. In addition to providing your audience with interesting or useful information that will bring back repeat business or visits, blogging can largely increase the amount of indexed pages and keyword usage on your website allowing search engines to rank your website higher in search engine results. Read the steps outlined below to learn how you can increase traffic to your website by blogging on a regular basis.

• Determine key words & phrases• Write posts containing these• Public on a consistent basis• Ask questions to readers• Add Share buttonsBlog topics can be a reason to procrastinate on

this valuable marketing activity but virtually any topic related to pests, pest control or pest prevention would make great blog articles.

If your web site doesn’t include a blog, you may be missing out on traffic!

• Clip & Distribute • Clip & Distribute • Clip & Distribute •

NOTE: This page is formatted for you to stamp your company’s name on it, copy and hand or mail it out to your customers.

Your company name goes here.

Your company name & phone number go here.

If you notice large black and

yellow bees hovering around

the outside of your home,

they are likely Carpenter

Bees searching for mates

and favorable sites to build their

nests. Male carpenter bees are quite

aggressive often hovering in front of

people, but they lack stingers and are

quite harmless. Females can inflict

a painful sting, but seldom do so

unless they are handled or bothered.

Sometimes mistaken for Bumble

Bees, they differ in that the upper

surface of their abdomen is bare and

shiny black.

Carpenter bees tunnel into

unpainted or weathered softwoods,

especially redwood, cedar, cypress

and pine wood to lay their eggs.

Painted or pressure-treated wood

is much less susceptible to attack.

Common nesting sites include eaves,

window trim, facia boards, siding,

wooden shake shingles, decks and

outdoor furniture.

They bore perfectly round holes

into wood and enter to lay their eggs.

If you see coarse sawdust the color of

fresh cut wood on the ground below

the entry hole, you’re likely to have a

Carpenter bee problem.

Despite their similar appearance,

the nesting habits of the two types of

bees are quite different. Bumble bees

usually nest in the ground whereas

carpenter bees tunnel into wood to

lay their eggs.

Carpenter Bees or Bumble Bees?

Carpenter Bees have a shiny back sideBumble Bees have a fuzzy back side

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Documents

Published for Members & Friends of the Iowa Pest ... · Carpenter Bees/Bumble Bees ... 11 In this Issue Published for Members & Friends of the Iowa Pest Management Association •