Indiana Pest Management Association, Inc.Indianapolis, IN 46219 Phone: (800) 382-4867 (1 year, Allied) email: [email protected] Rob Jackson Jackson Pest Management 5819 Hollopeter

December 2019 - Issue 263

1

Indiana Pest Management Association, Inc.

In This Issue

ANNUAL PURDUE CONFERENCE

STEVE DURNIL/IPMA FAMILY SCHOLARSHIP

See details in this newsletter on pages 18 - 20and download application form at:

https://ipma.online/includes/pdfs/SteveDurnil_IPMA-Scholarship.pdf

or complete the form on pages 18 & 19.

Durnil Scholarship ......................................... 1

Pest Management Conference ...................... 1

IPMA Luncheon ............................................. 1

Advertizing Rates/Deadlines 2018-2019 ....... 2

Officers & Directors ....................................... 2

Cultivate a Mindset for Commercial Accounts

.................................................................... 3-5

Termite Seminar ............................................ 6

Bed Bugs: Full Disclosure ............................. 7

Women’s Networking at Pest World .............. 8

PCT Photo Contest ........................................ 8

Social Wellness & Healthy Relationships ...... 9

Termite Tips and Tricks ................................ 12

Review Your Online Review Responses

.............................................................13 & 15

Pest Management Conference .................... 14

IPMA Business Workshop ........................... 16

Purdue Luncheon Registration Form........... 17

Durnil Scholarship Application ................ 18-19

Durnil Scholarship Rules & Regulations ...... 20

Pest Management Supply ..................... 3 Bell .................................................. 5Univar ............................................... 9 Oldham Chemicals Company, Inc. ........ 10 Bayer ...............................................11Ensystex ......................................... 13

Ads In This Issue

Attend the 84th Purdue Pest Management Conference, January 6-8, 2020. See page 14 for a list

of the featured topics and speakers.

Online Registration and Full Program (including the option to download both) available at: https://extension.

entm.purdue.edu/urbanconference/ Web Sponsors

IPMA MEETING SCHEDULED

An IPMA Meeting is scheduled at a luncheon, Tuesday, January 7, 2020 at 11:30 a.m. in the West Faculty Lounge (Purdue Memo-rial Union). Reservations are required. There will be a short busi-

ness meeting. Download the reservation form at:

https://ipma.online/includes/pdfs/IPMALunchRes.pdf

Also see page 17 of this newsletter.

• Ensystex• Oldham Chemicals• Univar• Zoecon

https://ipma.online/includes/pdfs/SteveDurnil_IPMAScholarship.pdf

https://extension.entm.purdue.edu/urbanconference/

https://extension.entm.purdue.edu/urbanconference/

http://www.extension.entm.purdue.edu/IPMA/includes/pdfs/IPMALunchRes.pdf

Indiana Pest Management Association Newsletter

2

Indiana Pest Management Association Advertising Rates for 2018-2019

NewsletterFull Page (7”x 10”)• One Issue $350• Year (four issues $1,200)

One-half page (7”x 5” horizontal)One-half page (3 1/4”x 9 1/2” vertical)• One issue $200• Year (4 issues) $750

One-fourth page (3.5”x 5”)• One issue $150• Year (4 issues) $550

Annual Website Sponsorships• Full page $350• Half page $200• 1/4 page $125 (12 months)

Non-members of the association should add an additional $25 to the cost of each ad printed. Camera-ready copy of the size listed must be submitted for pub-lication. If you are subscribing for less than a full-page ad, copy size may be the equivalent of that listed in the rate table above, as long as it fits within the page format. IPMA Newsletter is published in March, June, September, and December. Submit your ad copy at least 2 weeks prior to the 1st of the mnth in which your ad is to appear. A confirmation of ad space, however, must be received at least 3 weeks prior to the 1st of the month in which the ad is to appear.

Holly Fletcher-Timmons, Editor819 Barlow StreetWest Lafayette, IN 47906email: [email protected]

2019-2020 Officers

Joe Long, PresidentAce Pest Control

P.O. Box 383North Webster, IN 46555Phone: (574) 528-0482

email: [email protected]

Scot Wright, Vice PresidentArab Termite and Pest Control

1066 E. Diamond AvenueEvansville, IN 47711

Phone: (812) 423-4455FAX: (812) 423-1123

email:: [email protected]: www.arab-ev.com

Holly Fletcher-Timmons,Secretary/Treasurer

Purdue University, Dept. of Entomology

819 Barlow StreetWest Lafayette, IN 47906Phone: (765) 404-8323


Past President

Doug FosterBurt’s Termite and Pest Control

805 Depot StreetColumbus, IN 47201

Phone: (812) 372-3212FAX: (812) 372-5288


2019-2020 directOrs

Jeremy WordZycor Pest Management

8832 Pleasant Ridge Dr.Mt. Vernon, IN 47620

Phone: (812) 550 7929(3 years, Southern Region)


Andrea PatrieReliable Exterminators

1813 Main StreetLafayette, IN 47904

Phone: (765) 423 1225FAX: (765) 742 4178

(3 years, Northern Region)email: [email protected]: www.callreliable.com

Ben WilliamsBen’s Bugs Be Gone

1807 Klug DriveFt. Wayne, IN 46818

Phone: (269) 255-4887(1 year, Central Region)

email: ben@ben’sbugs.us

David SloopFranklin Pest Solutions

1715 Franklin StreetMichigan City, IN 46360-4501

Phone: (219) 874-7900(1 year, At Large)


Tim KaforkeUnivar U.S.A.

7425 W. 30th StreetIndianapolis, IN 46219Phone: (800) 382-4867

(1 year, Allied)email: [email protected]

Rob JacksonJackson Pest Management

5819 HollopeterLeo, IN 46765

Phone: 260-747-9772FAX: 260-433-5980(1 year, At Large)



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CULTIVATE A MINDSET FOR COMMERCIAL ACCOUNTS*

How sad it is when a pest management company finally lands a decent commercial account — and then turns around and loses it to a competitor. In most cases, it was not lost because of price. It was lost because of a lack of ade-quate service and/or poor communication between the pest management professional (PMP) and the client.

Sometimes a PMP is not equipped to handle an ac-count because of a lack of resources. Sometimes a PMP has plenty of experience, but is so caught up in sales that service gets neglected.

Analyze commercial accounts from the standpoint of establishing the proper mindset to implement a satisfacto-ry pest management program. If you currently specialize in residential work and want to venture into commercial work, answer the following questions and then decide whether you still want to pursue it:

• What amount of resources are you going to commit to in terms of hiring, initial and ongo -ing training, marketing, sales, equipment and time?

• What specific type of commercial accounts do you want to service? Do not decide to tackle several types at the same time. After you decide what your specialty is, you can start to narrow down the answers to question No. 1.

• To whom are you reaching out for advice and guidance? This might be the National Pest Management Association, which has a mentoring program, your state and local as- sociations, and/or your distributor and man- ufacturing representatives.

• What are your growth targets? Do not rely on one large account. Start out slowly, and grow as you develop the skills to expand. If you stretch yourself too thin and then lose your large account, what will be your next move? Predict your price Before you can put a price on the cost of your ser-vice, you need to know your requirements for time and labor. There is a lot more to this than plugging in X amount for Y number of hours, however. You must first find out the an-swers to the following:

1. Where can I park, and is there a cost to park? Some hospitals have no parking facilities for outside vendors, for example. They may have an arrangement with a nearby public parking garage, and this could cost you $6 per hour or more. If you service the account six days a week for 5 hours per day, parking will cost you $180 per week and $9,000 or more per year. The time to find this out is before you quote a price, however.

2. Is it a union shop? Can you open lockers and check electrical boxes unaccompanied? Can you bring in and use your own ladder? Can you use your own tools? Do this in-correctly, and the union can demand your dismissal.

3. Am I permitted to take photos? If so, where, when and how will you take photographs? Try this without asking in the Diamond District of New York City and see what happens.

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continued on page 4


4

CULTIVATE A MINDSET FOR COMMERCIAL ACCOUNTS*

continued on page 5

4. With whom do I set up a pest management sighting system indicating where, when and who saw what? This information is not the pesticide recordkeeping log, which must be available for review by the proper author-ities. The pest management sighting log, by contrast, is private information.

5. Where can I store my case during service? Also, be sure to obtain a list of the materials you are permitted to bring on the premises. The facility may be an organic food plant, for example.

6. Is the facility open 24/7? Will your access to the facil-ity be limited? For instance, a client provided access to a

food plant on July 4 and Dec. 25 because those were the only two days all machinery was shut down and taken apart for intensive cleaning. That’s when the inside of the machinery was inspected.

7. How do I avoid tripping alarms and security surveil-lance devices? Entering a huge security area unannounced can be dangerous.

8. When and where must I wear personal protective equipment (PPE) like hard hats, safety shoes, eye gog-gles and gloves? Failure to follow safety rules can mean immediate dismissal from the premises — and if caught by authorities, a fine from the U.S. Occupational Safety & Health Administration (OSHA), too.

9. What languages are spoken, and in which parts of the account? If you expect to communicate and hand out appro-priate literature, you must speak the pertinent languages. It is not always just English or Spanish, either.10. Who is my main contact person for the account? Be sure to know at least three different people in case your main con-tact leaves.

11. Where is maintenance, housekeeping, administration, nursing, etc., located, and who is a good contact? Even the lowest person on the corporate totem pole could help you learn what you need to know to solve the pest problem. Main-tain positive relationships with everyone at the account.

12. What is the past history of the account in terms of pest activity? This information will make you much more ef-ficient on where to initially concentrate your efforts.

13. Is a daycare center located in the building? Some ac-counts provide this service for their employees. With daycare comes children, cookies and sensitive pest management concerns.

14. Where are the sewer openings (pits) for each build-ing? You need this knowledge to protect against rodents, cockroaches and flies. Some sewer caps are broken or re-moved because maintenance finds it easier to clean out plugs without having to get the tools needed to open them.

15. How do you get onto the roof? With flat roofs, you need to get on the roof to check for all kinds of situations. Drones or not, you still have to physically be able to get onto it.

Chart: Austin Frishman, BCE

continued from page 3


5

CULTIVATE A MINDSET FOR COMMERCIAL ACCOUNTS* continued from page 4

16. Who has the keys to pest-friendly areas, such as pantries, lockers, mechanical rooms, telephone centers, computer rooms and liquor closets? In large buildings, for example, the telephone company may be the only entity to have a key to the telecommunications closet, and you have to arrange ahead of time for someone to let you into the room. You might only have to do it once a year, but it needs to be included in your inspection.

17. Does the account have a recycling program? If so, where are the recycled materials held? What kind of materials are they, and how often are they removed?

18. Can the account provide you with simple maps that in-dicate which activities are in operation in each section of each floor? Blueprints can be too cumbersome to work with.

19. Does the account have any special considerations, and if so, how are you going to respond? Examples include sterile areas or multi-million dollar computer rooms with raised floors. Imagine a laboratory raising a deadly strain of bacteria — and you walk in unprotected.

20. What is the flow pattern of routine items, such as gar-bage, toilet paper, fluorescent light bulbs and mail? With this information, you can pinpoint critical areas that need mon-itoring. For example, a housekeeping cart moving throughout a structure may be serving as a “roach coach.” On the other hand, the cart may only move about on two floors; you have to know which ones they are.

21. What certification categories do you need to work in each facility? This is not as simple as it appears if the build-ing has a commercial kitchen or an animal research area, for example. In states allowing the sale of marijuana, for example, you may need an agriculture certification for the account if the business grows marijuana for sale because it could be consid-ered farming.

22. Do you have back-up technicians to cover the work if the main technician goes on vacation, is sick or leaves? A back-up technician should visit the account at least once with the main technician or supervisor ahead of time, so he or she is familiar with the pest management procedures for the account. This also underscores the need to keep accurate records of each visit.

23. What extra services can your firm provide? Always be on the lookout for additional revenue. Are you training your technicians what to look for in this regard?

24. Have you assigned a quality assurance (QA) supervi-sor? This is not the technician doing the work. The number of times this person goes to the account and time spent inspect-ing and meeting with key contacts will depend upon the fee obtained and the need at the time.

25. Does the account have a special certification that dic-tates the materials you can use? For example, is the ac-count certified in Leadership in Energy and Environmental De-sign (LEED)? Is it an organic food plant, or a U.S. Department of Agriculture (USDA)-certified meat and poultry plant? Each designation will dictate what pesticides you can and cannot use. The lists change over time. Stay up to date.

Austin M. Frishman, Ph.D, Oct. 2019 - mypmp.net

https://www.mypmp.net/2019/10/02/cultivate-a-mindset-for-commercial-accounts/


6

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cch crediTs: 3 in boTh 7b & rT


7

BED BUGS: FULL DISCLOSURE*

Policies requiring landlords to disclose a rental unit’s history with bed bugs may raise costs to landlords over the short-term, but over the long-term they are an effective way to reduce infestations and lower costs, according to a study by researchers at Iowa State University. A team of university researchers has developed a mathematical model to evaluate the costs and benefits of city and state policies requiring landlords to report recent bed bug infestations to prospective tenants. That model says this: Disclosure is an effective con-trol policy to reduce the prevalence of infestations. It can lead to modest, five-year cost increases to landlords, but ultimate-ly results in long-term savings to landlords. Disclosure also saves tenants money from the first year of implementation. Disclosure also could reduce the threat — and cost — to pri-vate homeowners of spreading infestations. During a series of workshops related to the study, the researchers heard real stories of bed bug infestations. “Some of these stories were heartbreaking,” said Chris Rehmann, an Iowa State University associate professor of civil, construction and environmental engineering and a member of the study team. “That’s part of the appeal of this study. We’re doing something that makes life better for people.” The Proceedings of the National Academy of Scienc-es in March published a paper reporting the researchers’ find-ings. The corresponding author is Michael Levy, an associate professor of biostatistics, epidemiology and informatics at the University of Pennsylvania’s Perelman School of Medicine. Co-authors are Rehmann; Sherrie Xie, a doctoral student who’s also at Pennsylvania’s Perelman School of Medicine;

and Alison Hill, a research fellow for Harvard University’s Pro-gram for Evolutionary Dynamics. Rehmann, whose civil engineering work usually in-volves studies of rivers and lakes, was brought into the study for his expertise in mathematical modeling and his prior work with the initiator of the bed bug study, Daniel Schneider, a pro-fessor of urban and regional planning at the University of Illi-nois. The National Socio-Environmental Synthesis Center (which is funded by the National Science Foundation) was the primary supporter of the study. The Bill and Melinda Gates Foundation and the National Institutes of Health also support-ed Hill’s work. The NIH also supported the work of Levy and Xie. Leaders in some cities and states — New York City; San Francisco; Mason City, Conn.; and Maine — have passed policies requiring disclosure of recent bed bug infestations.

The researchers’ model said disclosure can make a difference: “Our results show that bed bug control is a classic collective action problem: Individual landlords bear the initial costs of disclosure policies, but after a few years, both land-lords and tenants will benefit from the reduction in prevalence of infestations,” the researchers wrote in their paper. The researchers said their model could also be used to evaluate policies to control other household pests. “We’ve demonstrated,” Rehmann said, “that we can help people develop good policies to reduce the prevalence of these pests.” *Iowa State University News Service.

“DYNAMICS OF BED BUG INFESTATIONS AND CONTROL UNDER DISCLOSURE POLICIES” ABSTRACT

Bed bugs have reemerged in the United States and worldwide over recent decades, presenting a major challenge to both public health practitioners and housing authorities. A number of municipalities have proposed or initiated policies to stem the bed bug epidemic, but little guidance is available to evaluate them. One contentious policy is disclosure, whereby landlords are obligated to notify potential tenants of current or prior bed bug infestations. Aimed to protect tenants from leasing an infested rental unit, disclosure also creates a kind of quarantine, partially and temporarily removing infested units from the market. Here, we develop a mathematical model for the spread of bed bugs in a generalized rental market, calibrate it to parameters of bed bug dispersion and housing turnover, and use it to evaluate the costs and benefits of disclosure policies to landlords. We find disclosure to be an effective control policy to curb infestation prevalence.

Over the short term (within 5 years), disclosure policies result in modest increases in cost to landlords, while over the long term, reductions of infestation prevalence lead, on average, to savings. These results are insensitive to different assump-tions regarding the prevalence of infestation, rate of introduction of bed bugs from other municipalities, and the strength of the quarantine effect created by disclosure. Beyond its application to bed bugs, our model offers a framework to evaluate policies to curtail the spread of household pests and is appropriate for systems in which spillover effects result in highly nonlinear cost-benefit relationships. Source: Proceedings of the National Academy of Sciences


8

CALL FOR ENTRIES FOR PCT’S 18TH ANNUAL

PHOTO CONTEST*

The contest is your chance to be recognized alongside your peers for having taken one of the best photographs in the pest control industry.

CLEVELAND - PCT announces the call for entries for our 18th annual Best Pest Photo Contest. The contest is your chance to be recognized alongside your peers for having taken one of the best photographs in the pest control in-dustry. Photos will be judged on the three Cs: color, clarity and content. The winning photographer will receive $500. In addition to the photo, please provide: (1) Identification of the pest; (2) location of where the photo was taken; and (3) anything else unique about the photo or circumstance under which it was taken.

You can submit your photo* online; or by emailing it to [email protected]; or by mailing itto: PCT Online, c/o Brad Harbison, 5811 Canal Road, Valley View, OH 44125. Deadline is Dec. 8.

*Important note: There is a limit of one photo per entrant.

* Brad Harbison, PCT Magazine

WOMEN’S NETWORKING BREAKFAST AT PESTWORLD DRAWS CROWD*

Professional Women in Pest Management (PWIPM) — a National Pest Management Association (NPMA) committee — provides support, education and networking opportunities to women in the industry. Since 2005, the NPMA has encouraged women to meet up at events such as the networking breakfast held at PestWorld every year.

This year was no different, as the annual meet-up was held at the San Diego Convention Center terrace on Oct. 17. See more photos from the event below.

Allie Allen, BCE, NPMA staff liaison for PWIPM, addressed the crowd of more than 100 women, telling them working with the women is one of the most inspira-tional parts of her job at the association. As proof, she said she heard from a woman in Pakistan who is starting up a local PWIPM network there.

Dominique Stumpf, CEO of the NPMA, welcomed attendees to the PWIPM Networking Breakfast.

“It’s such a pleasure to see so many women here,” she remarked.

She has been with the NPMA 22 years, and said that because she has “served professional women every step of the way, this is something that’s very important to me.”

She recalled 2004 seemed to be a pivotal time for women in pest control.

“Thereafter, we really started connecting and mak-ing sure we can inspire women in the industry to continue be engaged and involved, and help one another grow in their careers in this fantastic industry,” she said.

Stumpf shared the news that PWIPM would be awarded the NPMA’s Committee of the Year later that morning at PestWorld’s general session.

“That’s actually an award for all of you,” she said. “It’s really because of all the work you’re doing back home at your networks as well.”

Currently, 24 states and 5 countries have local PWIPM network programs.

The NPMA and the PWIPM are available to help women set up their own local PWIPM network program. Quarterly conference calls enable the women leading the groups to get together to talk about their success stories or ways to encourage other women to get involved.

*Diane Sofranec and Danielle Pesta - October 18, 2019 mypmp.net

https://www.surveymonkey.com/r/BD32LT2

mailto:photocontest%40giemedia.com?subject=

mailto:photocontest%40giemedia.com?subject=

http://www.pwipm.org

http://www.pwipm.org

https://www.mypmp.net/2019/10/18/womens-networking-breakfast-at-pestworld-draws-crowds/


9

Social Wellness is an important aspect of overall well-be-ing What are the first things that come to your mind when you think of the term “wellness?” For most of us, the answer is eating healthy and physical activity. But don’t let the discussion of total health stop at that! There is a whole social aspect to well-being that often gets overlooked in the usual conversation of health, that is actually paramount to other forms of wellness.

According to the UC Davis Student Health & Coun-seling Services, “social wellness refers to the relationships we have and how we interact with others.” These relation-ships and interactions lay a critical foundation that filters down to affect so many other aspects of our lives – including physical and emotional well-being. That’s why it’s so import-ant to prioritize social wellness.

Healthy Relationships Healthy relationships with those you encounter in your daily life are vital to a whole picture of wellness. From those with whom you interact daily such as your significant other, children, parents, friends or co-workers to those you come across casually like the person who rings you up at the grocery store or comes to fix your plumbing – all of these relationships matter! Making an effort so that these encoun-ters are positive ones will result in a happier day and a better overall outlook for you.

SOCIAL WELLNESS & HEALTHY RELATIONSHIPS* In the same way that you do for your body, relation-ships must be nurtured in order to become established and maintain health. Like most things that are worthwhile, they require a level of energy, thought, time and even sacrifice.

What are some ways you can foster healthy relation-ships in your life?

1. Go out– This could be meeting a friend for happy hour or going to dinner with a group. On occasion, this will mean that you forego your usual workout or planned “healthy” meal. Oftentimes, that time and connection with another person (or people) will provide wellness benefits that no physical workout can. Give yourself some grace here!

2. Give it some thought– Something small like writing a handwritten note to someone, or picking up a trinket that you think will lift their spirits will go a long way in letting the re-cipient know that you care about that person and you value that relationship.

3. Get physical – Mixing physical activity with being social is a great way to receive two great benefits in one experience. Whether you play basketball or walk the golf course with a group, or meet a partner for a run or a yoga class, you are getting physical activity in while building relationships with others. Two birds with one stone!

*Purdue Center for Healthy Living

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Optimal conditions for termite behaviorFor subterranean termites, the probability can be explained in a linear fashion: Y = x1 + x2 + x3 where Y= feeding and damage, x1 = wood decay, x2 = moisture content, and x3 = environmental conditions at the infestation site. Decayed wood is eaten faster and preferred over sound wood. De-cayed wood promotes digestion and increases foraging.When conditions are optimal for longer periods of time, larger colonies and larger individuals result. Spot treat us-ing proper liquid termiticides or borate wood preservatives. Keep in mind, borate wood preservatives prevent the reuse of termite tunnels and decay of the infested wood. Inspection toolsAs technology has evolved, so have the tools available for termite inspections — to even include X-ray devices. Al-though that particular device is not mandatory to conduct a proper inspection, there are others that are.

Never leave home without a flashlight, moisture meter, bo-rescope-type visual equipment and a trusty screwdriver. Personal protective equipment (PPE) such as kneepads, coveralls, a bump hat and leather gloves will help you per-form inspections that require entering hard-to-reach areas.If you decide to enter the market seriously and start to gain traction, the addition of remote thermal sensing equipment and/or a thermal image camera are also must-haves.

Properly preserve and protect wood to prevent termitesFeeding and damage from termites is correlated with the moisture content of the wood, the amount of decay of the wood, and environmental conditions of the potential infes-tation site. Termites are often found in wood that has been slightly decayed.

Furthermore, termites eat decayed wood faster and prefer it over sound wood. Decayed wood promotes digestion; it increases foraging and is correlated with larger colonies with larger workers. Soil provides moisture and can be a proponent of wood decay. Thus, preserve the wood proper-ly to prevent termite intrusion and associated decay.

Termites quickly sense environmental disturbanceTermites are able to detect the smallest amount of distur-bance in their environment. In fact, it is not uncommon to place a log on the ground in a wooded area and have sub-terranean termites present within 24 hours.

This behavior also can be seen in different variations during construction. For example, in the northeast, some customized new construction practices integrate a floor heater between the subfloor and the top floor to keep the floor warm in the winter months. Unfortunately, in addition to a nice, warm floor for human feet, it also produces an artificial environmental condition that termites will detect and use to their advantage. The result will be an infestation on the subfloor. The use of imported wood also can acci-dentally introduce termites.Nature always finds a way.

Bring these tools on termite inspectionsAs technology has evolved, so have the tools available for termite inspections — to even include X-ray devices. Al-though that particular device is not mandatory to conduct a proper inspection, there are others that are.

Never leave home without a flashlight, moisture meter, bo-rescope-type visual equipment and a trusty screwdriver. Personal protective equipment (PPE) such as kneepads, coveralls, a bump hat and leather gloves will help you per-form inspections that require entering hard-to-reach areas.If you decide to enter the market seriously and start to gain traction, the addition of remote thermal sensing equipment and/or a thermal image camera are also must-haves.

Treatment Options for Drywood TermitesDrywood termites usually are found in the humid coast-al and subtropical regions of the U.S. But several species are found in the desert southwest, and they appear to be spreading.

Tent fumigation is a standard treatment choice for drywood control. While it’s effective in killing drywoods, it isn’t nec-essarily a long-term solution.

A liquid borate product treatment can be done in combi-nation with fumigation or by itself. It delivers long-term re-sidual protection with less risk of adverse environmental impact or accidents. Apply it to all structural wood during new construction, or to existing structures as a spot or a whole-house treatment via spray or drilling/injecting using mist or foam.

* Dr. Reid Ipser, Director of Technical Services, Nisus Corp. mypmp.net

TERMITE TIPS & TRICKS*

https://www.mypmp.net/2019/09/28/optimal-conditions-for-termite-behavior/


13

Steve GoscinskyCell: 203-482-0778Toll Free: [email protected]

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Few things in a pest control operator’s life will ruin his or her day as much as a one-star review. To be com-pletely honest, one of my weaknesses is having thin skin, so a bad review hurts me more than watching Pierce Bros-nan sing in “Mamma Mia!”

I’ve been in business for 13-and-a-half years, but we really didn’t start keeping track of reviews until a few years ago. In a short period of time, we have amassed nearly 600 reviews from Home Advisor, Angie’s List, Yelp, Google Reviews and Facebook. Our average score is 4.79 out of 5.00. Of that total, only 1.8 percent are less than a four-star review.

Recently, Schopen Pest Solutions got its first one-star write-up — and it stung pretty bad.

I say our “first” one-star review, but it’s actually our fourth. Two of our one-star reviews were from people I call “professional Yelpers.” They were trying to get free services

out of us. These two ladies actually use reviews as a way to extort free treatments. I refused to be intimidated by either of them, and they promptly bashed us on Yelp and Google.

Another one-star review came from a gentleman who thought I was rude. I went to his home for a bald-faced Hornet nest, which was two feet above his front door. I went to his service entrance and knocked but he still came out of the front door! I told him to go back inside and wait for me. I finished the job, collected the money and left. The next day, he left a scathing review of our company stating how rude and condescending I was to him. After a quick phone call explaining to him that I was only trying to look out for his safety, he amended his review to a 4.0.

We even received a zero-star review, but at least it was temporary: If you remember my July 2016 column — “Going from hero to zero (and back again)” — I was able to work things out with the customer, and she took down her nasty review.

REVIEW YOUR ONLINE REVIEW RESPONSES*

continued on page 14


14

866-515-0023www.conf.purdue.edu/pest

See the full program with CCH credits here.

For Registration Info

Sponsored by: Center for Urban & Industrial Pest Management, Department of Entomology, Purdue University

In Cooperation with: • The National Pest Management

Association • USDA-APHIS Wildlife Service

84th Annual

Pest Management Conference

The Leading Conference for Innovative IPM

Like us on Facebook!

www.extension.entm.purdue.edu/urbanconference/

January 6 - 8, 2020

BACK BY POPULAR DEMAND:Entomology Lab Tours

NEW THIS YEAR:Business WorkshopSponsored by IPMA

Industry Planning Committee: Carrie Campbell Chair, Hatfield pest controlRaymond Cummings, simply pest controlHeather Gooch, pmp magazineSarah Hughson, university of illinoisLee Humberg, usda apHis wildlife servicesCheri Janssen, purdue pesticide programs Ken Kendall, ensystexDominique Sauvage, copesanLeo Reed, office of tHe indiana state cHemistDave Sloop, franklin pest control

Holly FletcHer-timmons Dept. oF entomology

[email protected]

For CCH & Program Questions

Dominique SauvageFood PestRanDy SchaapFood PlantJack SeaRlSBatskaRen vailants & Bed BugsmaRk vanDeRWeRptraininggene WhiteVectorsRalph WilliamSForensicsRich WilliamSexclusion

Dan BalDWinFood PestDan collinSFood PestBoBBy coRRiganrodentsmike DRyDenticksJennifeR goRDonFumigation uPdateRay JohnSonProFessionalismJeff mcgoveRnsaFety & new techBaRB neaD-nylanDeRFumigationtJ neaRywdoaRnolD RamSeyemerging PestsJamel SanDiDgesPiders

Purdue Staff will present on • cockrocHes • forensics• regulatory & pollinators

http://www.conf.purdue.edu/pest

https://extension.entm.purdue.edu/urbanconference/program.php

https://extension.entm.purdue.edu/urbanconference/program.php

https://www.facebook.com/purduepestmanagmentconference/

mailto:https://www.facebook.com/purduepestmanagmentconference/?subject=

https://www.facebook.com/purduepestmanagmentconference/

http://www.extension.entm.purdue.edu/urbanconference/

https://extension.entm.purdue.edu/urbanconference/assets/pdf/Bus_Workshop.pdf

mailto:htimmons%40purdue.edu%20?subject=


15

continued from page 12

REVIEW YOUR ONLINE REVIEW RESPONSES*

PLAN FOR GOOD REVIEWS With poor reviews, it’s not a matter of if it will hap-pen, but when will it happen. Kind of like my Chicago Bears: I know someday they will beat Aaron Rodgers before he re-tires, I just don’t know when it will happen.

How you prepare for and respond to bad reviews can set you apart as an owner. At Schopen Pest Solutions, we do everything in our power to avoid bad reviews. Among the many tactics we employ is passively selling our clients on the idea of a five-star review during the initial phone call, “Thanks for calling, Mrs. Jones, and if you ever need to reach out to us with a question, concern or a five-star com-pliment, feel free to call us anytime or leave a review for us online!” That’s planting the seed.

Next, our technicians will perform the service and then ask the client, “Did I do everything the office staff said I would?” They will follow this up with, “Did I meet or exceed your expectations?”

Ninety-nine percent of the time, the answer is “yes.” But occasionally, the client will have questions about some-thing the tech did or didn’t do. After fixing the issue, our tech will ask again whether he handled all their concerns. If the answer is “yes,” then our tech will kindly ask the client to go online and give us a nice word or two.

The day after our initial visit, the tech’s programmer will call the client to thank him or her for using our com-pany. During this follow-up call, our programmer/scheduler will remind the client of the next appointment date and ask whether the tech met all expectations. If the answer is “no,” the programmer will try to get more details from the cus-tomer. At this point, the office staff will again ask the client to go online and give us a review.

As a company, we make a big deal out of every five-star review.

I send a picture of the review to our company group text and we hang the review on our Wall of Fame. My office assistant, Wendy, keeps all of the reviews and puts them in a binder. At the end of the month, the techs get points for every five-star review they garner. Each tech is graded every month, and five-star reviews are a big portion of their grade. We also show many of our reviews on our Facebook page.

A one-star review doesn’t need to define our com-pany, but not responding to it in a professional manner speaks volumes on how we run our business.

*Pete Schopen, October, 2019 mypmp.net

https://www.mypmp.net/2019/10/29/review-your-online-review-responses/


16

Business Workshop @ The 84th Purdue Pest Management Conference

“Making Your Business Better”

sponsored by the Indiana Pest Management Association

Many of us know the technical side of pest management, but how well do we know the business side? This special workshop is for small and large company owners, officers, managers, and your whole leadership team. There will be no continued education credits for this session but we guarantee that you will take home some useful ideas about how to make your business better.

Monday, January 6, 2020 Stewart Center, Room 307

8:00 am to 10:00 am

• What Can Purdue University Extension do to Help Improve Your Business? Purdue faculty expert Dr. Allan Gray, Center for Food and Agricultural Business, Purdue University

• Today’s Business Climate Bob Dold, Jr., former US Congressman, President, Rose Pest Solutions, Northfield, IL

• Round Table Discussion and Take-Home Messages on Current Pest Management Business Issues Facilitated by David Mueller, BCE, Insects Limited

Limited seating, please indicate your intention to attend with your Purdue Conference registration. Note: You must register to attend the Purdue Conference to gain access to this workshop.

Visit the Purdue Pest Management Conference website for more information on the 84th Pest Management Conference and for more ways to register.


17

PURDUE LUNCHEON RESERVATION FORM

DEADLINE FOR RESERVATION: Friday, December 27, 2019

WHAT: Indiana Pest Management Association Luncheon WHEN: Tuesday, January 7th, 2020, 11:30 am WHERE: West Faculty Lounge, 2nd Floor, Purdue Memorial Union COST: $20.00/person

Advanced reservations required for guaranteed seating

Make your check payable to the Indiana Pest Management Association Mail to: Indiana Pest Management Association PO Box 3926 West Lafayette, IN 47906-3926

Purdue Luncheon Reservation Form – January 7, 2020, 11:30 amDeadline for Reservation is Friday, December 27, 2019

Name:_____________________________________________________________

Address: __________________________________________________________

Company Name: ____________________________________________________

Number in Party ($20.00/person): ____________

Download this form at:https://ipma.online/includes/pdfs/IPMALunchRes.pdf

https://ipma.online/includes/pdfs/IPMALunchRes.pdf


18

THE STEVE DURNIL/INDIANA PEST MANAGEMENT ASSOCIATION FAMILY SCHOLARSHIP APPLICATION


This portion to be completed by the licensed IPMA member firm

I do hereby nominate________________________________________________for (Full name) The Steve Durnil/Indiana Pest Management Association Family Scholarship. The nominee is ____________________ of_______________________ who has been employed by (Relationship) (Parent, Guardian, or Spouse our firm for ______years as a ___________________________________________ (Job title) Our firm, __________________________________has been an active IPMA member in good standing for______years. Owner/Manager Signature__________________________________________________ IN ADDITION TO THIS NOMINATION THE APPLICANT MUST SUBMIT THE FOLLOWING

1. The Steve Durnil/IPMA Family Scholarship Application 2. Letter of Application including:

a. Qualifications b. Summary in 350 words or less as to why you should receive the scholarship. Also

include any other circumstances which may have a bearing on this application 3. Two supporting letters of recommendation.

a. One from a high school teacher or principal b. One from an acquaintance (non-family member)

4. Copy of applicant’s most recent high school transcript. 5. Institute of higher learning acceptance letter (copies acceptable). 6. List of other scholarships applicant has applied for, other financial aid applicant is

receiving, and an explanation of each type of aid received. THE APPLICATION AND ALL SUPPLEMENTARY MATERIALS MUST BE POSTMARKED ON OR BEFORE APRIL 30TH. THE APPLICATION SHOULD BE MAILED TO:

Indiana Pest Management Association c/o Gary Bennett Department of Entomology Purdue University

901 West State Street West Lafayette, IN 47907-2054 To access the application form go to or Download this newsletter and use this form. http://extension.entm.purdue.edu/IPMA/includes/pdfs/SteveDurnil_IPMAScholarship.pdf https://ipma.online/includes/pdfs/SteveDurnil_IPMAScholarship.pdf

Indiana Pest Management AssociationP.O. Box 3926

West Lafayette, IN 47996

https://ipma.online/includes/pdfs/SteveDurnil_IPMAScholarship.pdf


19

THE STEVE DURNIL/INDIANA PEST MANAGEMENT ASSOCIATION FAMILY SCHOLARSHIP APPLICATIONTHE STEVE DURNIL/INDIANA PEST MANAGEMENT ASSOCIATION

FAMILY SCHOLARSHIP APPLICATION

PERSONAL INFORMATION NAME (Last, First, Middle Initial)______________________________________________ Social Security Number_______________________________________________________ MAILING ADDRESS_______________________________________________________ Include Street, City, State & Zip EMAIL ADDRESS_______________________________________________________ TELEPHONE NUMBER_____________________BIRTH DATE____________________ HIGH SCHOOL(S) ATTENDED: YEARS ATTENDED __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ YEAR OF GRADUATION OR G.E.D. COMPLETED_____________________________ PREVIOUS/PRESENT WORK EXPERIENCE: __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ Have you applied for this scholarship before? (Circle one) Yes No SCHOLARSHIP INFORMATION INSTITUTION WHERE GRANT WILL BE USED MAJOR FIELD(S) OF STUDY: Include address: street, city, state and zip EXTRA CURRICULAR ACTIVITIES: Athletic & Non-athletic clubs, awards, etc. I hereby affirm that the information provided above is true and accurate to the best of my knowledge. I respectfully submit this application to the IPMA Scholarship Committee for review and evaluation. __________________________________________ ____________________________ Applicant’s Signature Date


20


THE STEVE DURNIL/INDIANA PEST MANAGEMENT ASSOCIATION FAMILY SCHOLARSHIP

SELECTION RULES AND REGULATIONS

I. ELIGIBILITY A. Applicant must be an IPMA member in good standing, or an employee of an IPMA

member in good standing, or the spouse, child, step-child, grandchild, niece, or nephew of an IPMA member in good standing.

B. Graduating high school seniors, other high school graduates, and applicants with G.E.D. equivalent will be considered.

C. Applicant must attend an accredited college, university, trade school, or institute of higher learning.

D. Applicant should be scholastically capable of college or trade.

II. OPERATING RULES A. This money will be awarded to the applicant to be applied against educational

expenses while attending the institution named in the application. B. Student must complete the entire application and submit it with a completed

nomination form in order to have their application considered. C. This scholarship is awarded as a one-time outright grant. Eligibility does not carry

over from one year to the next and no repayment is expected or necessary. D. Applications are not held from one year to the next. In order to be eligible for

consideration applicants must submit a new nomination and application each year. E. The amount awarded and the applicant it is awarded to will be determined each year

by the Indiana Pest Management Association Scholarship Committee and will be disbursed by the IPMA Treasurer at the beginning of the fall semester or quarter.

III. MISCELLANEOUS A. The applicant’s qualification and scholastic standing will be reviewed prior to

awarding the scholarship and at the end of the each school year in which an applicant reapplies.

B. Applications may be obtained from the IPMA Treasurer, from a member of the IPMA Scholarship Committee or on the IPMA website (http://www.ipma.us)

C. The decision of the IPMA Scholarship Committee is final. No appeals will be accepted.

D. Any unusual circumstances or questions of default will be reviewed by the IPMA Scholarship Committee. If the selected applicant has become ineligible or other circumstances prevent acceptance of the grant another applicant may be selected at the discretion of the IPMA Scholarship Committee.

E. Applications must be postmarked no later April 30th of the year being applied for. Applications postmarked later than April 30th will not be considered.

F. The awarded applicant will be notified in writing by July 1st or at the IPMA Scholarship Committee’s discretion.

G. Submission of an application is considered an agreement for the Indiana Pest Management Association to publish the applicant’s name, photograph, and other personal information. The IPMA may also request a public acceptance of the award at a time and location acceptable to both the applicant and IPMA.

ipma.online

http://ipma.online

Indiana Pest Management Association, Inc.Indianapolis, IN 46219 Phone: (800) 382-4867 (1 year, Allied) email: [email protected] Rob Jackson Jackson Pest Management 5819 Hollopeter

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