Pest Control and Bug Exterminator Blog

As we recently posted, we are currently sending out our customer surveys for 2010.  We send surveys to all of our active customers.  The surveys require about 200 man hours just to get them sent out. They will require close to the same when inputting the surveys.  And they will require many more hours of manger’s time reviewing and ultimately improving.

Setting a bench mark isn’t always easy.  It requires that individuals take a real look at where they are in relation to where they want to go. These measurements will determine future evaluation of where one has been.  All in all, these numbers are a true statement of progression or digression. Our previous posted score for the surveys was that of 2007. We had a customer referral rate of 94%.

94% of Customers surveyed in 2007 and 2008

Meaning of all the customer surveys we received back from our active customers, 94% Answered the survey “Yes” for “Would you recommend Bulwark’s pest control service to a friend?” This was higher then all previous scores. In 2008 the difference was 1/10th of a percent so we left the score.

Bulwark Exterminating’s 2009 survey warrants a new title.

Last year’s customer satisfaction rose across the board, but Bulwark was suprised at just how much the percentage changed. The score moved 3 percentage points and went from 94% to 97%.

97% Recommended. 100% Guaranteed

The increase in customer satisfaction was attributed largely to proactive retention measures, new customer welcome calls, follow-up calls on callbacks, and tech service improvements. In a year when most numbers meant a down economy, Bulwark was able to buckle down and work on keeping customers happy.  With a 3% improvement, Bulwark employees have received a huge pat on the back.

Bulwark currently service 50,000 plus customers through out the United States. While Bulwark’s customer count pales in comparison  to other national pest control companies, Bulwark is satisfied overall that close to 50,000 homes would recommend Bulwark’s pest control services to a friend.

Customer Satisfaction is becoming Customer Conversion

Taking care of customers and putting them first turns customer in to “Sneezers” as Godin in Purple Cow puts it.  Being good just isn’t good enough these days.  Smart consumers know the difference between good and “Great.” Disneyland is iconic for providing a “Disney Experience”.  They understand that putting smiles on their customer’s faces is what brings in more and more customers, year after year.  The day that Disney stops worrying about their Princesses catering to the dreams of little girls is the day Disneyland looses it’s savor.  J.D. Powers knows that a company that listens to the consumer and gives the consumer what they want plus a little more, is a company mastering customer conversion. Customers that are wowed to the point that they become “advocates”.  These advocates become Facebook fans.  Those Sneezers become twitter followers. Customer Converts are infectious and spread viral word about companies they love. Spreading the love via a recommendation makes a friend happy.  It makes the giver happy when the friend is treated well.  And the business is happy, because one happy customer is now two happy customers. Win-Win-Win.

We hope that you will call the Bulwark Pest Control team in your area and experience the difference yourself.

Bulwark Exterminating is

97% Recommended & 100% Guaranteed.

Call Bulwark Pest Control today.

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Now Proudly Displayed in our Gilbert AZ location

Scanning the Bar code for the Boss. To show him this high tech stuff.

This is way cool! Here we are!

You can actually scan this from your computer screen!

Bulwark was honored to receive its first letter last Friday from Google Maps.  The letter boasts a big congratulations on front and a very pretty window sticker.  Then it went on to explain that “Between July 1 and September 30″ each location had been found X number of times and received X number of requests “for driving directions or other information about your business.” After doing some digging online and checking to see how legitimate this honor was, Bulwark’s owner found listed on Google’s site the following

“Over 100,000 businesses were identified as Favorite Places, representing less than 1% of the 28 million U.S. businesses. We believe that our standards for selecting businesses are as selective or more selective than other companies which have run similar initiatives.”

“Google users “decided” based on their actions, and we sent the decals.” http://www.google.com/help/maps/favoriteplaces/business/faq.html

The owner quickly recognized the value in this recognition from Google and a email went out Monday morning to all of our locations to keep their eyes peeled for these envelops.  Sure enough, 3 other branches of Bulwark had received the letters!

“I got the golden ticket.” was the email reply from one of our Austin managers.  While he may have been joking, the owner and web team were not.

“It is an honor to receive this and we are happy to post the sticker in our window boasting Google as well for being an industry leader.” said Adam, the owner and CEO of Bulwark.  “And hopefully more are on their way.”

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The other day we were delighted to receive a phone call from the wall street journal asking about our green pest control solutions.  Adam spent some time on the phone with her explaining the pest control industry and how efficacy directly affects profit margins.

Mesa, Ariz.-based Bulwark Exterminating LLC, which operates 11 branches in eight states, uses only botanical sprays and boric-acid products (also derived from boron) whenever customers request all-natural solutions and often includes them as part of an overall treatment plan even when they don’t.

“About 35% of people who call now ask us, ‘Will this hurt my kid or dog?’ ” says Bulwark founder Adam Seever. One customer, Carol Kidd, lives in a rural suburb of Phoenix and recently rang Bulwark to cancel her service because she was experiencing hormone imbalances and had read pesticides might be a contributing factor. Bulwark instead switched her to an all-natural service, employing botanical oils and boric-acid bait around her foundation instead of a synthetic solution, and didn’t raise her $44-a-month price.

“I’ve seen no excess insects since switching,” 39-year-old Ms. Kidd says, “and I’ve got bugs in the yard around my chicken coop, but not on my patio or in my house.”

http://online.wsj.com/article/SB10001424052970204563304574318231044370704.html

Bulwark has always offered a green pest control service and for those that want even more bulwark offers an all natural pest control solution.  We deliver what the customer wants, a bug free home in the cleanest and most friendly way possible.

CLICK HERE TO LEARN MORE

ABOUT OUR GREEN PEST CONTROL

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The number one reason every pest control customer calls a professional is because they want to get rid of their bugs.  However, just spraying for bugs and getting rid of bugs may not be enough to make customers stick around and beyond that refer their friends. People want more than just a quick spray and go.  People want a service.  Of course service is different to each and every customer.  Some think of service as no hassle, do not bother me, don’t take any of my time, just get the job done.  Some think of service as, please make sure that you let me know you are here, and let me know when you leave.  For others, it is custom products.  For others, it is specific hours. So how can you define service? Service is serving the customer the way the customer asks to be serviced.  And more than anything, it means doing all of what they ask with a smile. Or better yet… Do all of the customer asks because you care about the customer. Yes, you must actually care about the customer to provide a real service.   And just saying “I care about you.” does not cut it.   …nor does “caring” about the customer because they are a dollar sign.  That’s only looking at them in a way that you benefit.  That is selfish, not self-less.  Service is self-less.

Our Las Vegas branch manager, Wayne, has received well over 200 Google reviews for his Las Vegas pest control services.  And 99% of those reviews are 5 stars.  This is one manager that teaches his staff how to care.  After studying the reviews he came to the following conclusion: “The Las Vegas staff have received 71 compliments in less than 10 days. As I read the compliments my paradigm was confirmed customers want our time, attention, pertinence, and kindness. They want this from a pleasant professional person,… Only a small fraction of the customers compliment us for getting rid of the pests, they compliment us for getting out there to address the problem. If I was at your house today how can you say if I did a good job or not. The pests are probably still alive. They compliment the service not the product. …Our techs are learning to give the customer everything they have through this driver, we need to find a way to give the customer more of our time.”

Conclusion, they want a service.  They want our time and attention.  They want us. Again, the number one priority is to do what they hired us to do, “Get rid of pests.” The number two priority, is to do everything else they ask of us and to do it with a smile. That is how you get customers to compliment your service. By going above and beyond just spraying for bugs. By doing more than getting rid of their pests. By being exceptional. Wayne and his Las Vegas pest control team are conquering the greatest marketing tool ever invented… being different.

Pest control service is more than just spraying for bugs.  Pest control is spraying for bugs.  Service is doing it like a professional, with a smile, and with the customer’s happiness in mind.

View Las Vegas Pest Control Services in a larger map

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They Can copy our Service but it will not be same.

The products, the equipment, and the techniques may all be the same, but they will never have OUR PEOPLE. Our people are really what makes our service.  They are the face of our company. They are the voice you hear on the phone.  Excellent people make an excellent company.  Our people make up the Bulwark Family.  They make up our culture.  They come to trust one another and work as a team.

Further, since other companies are the ones copying they will never have the edge.  For our people, Bulwark means change.  Bulwark is constantly listening to our customers, listening to our managers, listening to our team leaders, listening to anyone that has a good idea, and implementing those ideas to make a better system.  Welcome to the Bulwark 2009 Model!  Our business in 2009 is not the same as 2008.  And next year we will role out the 2010 Pest Control Model.

So how do know which companies are different? How do you choose a pest control company?

Well… Wouldn’t you rather have an original Picasso over a copy?

Bulwark, the orginal pest control service.

p.s… This post came about because an office staff of ours took a call the other day.  The gentleman seemed very interested in our service and was asking all kinds of questions.  What kind of products do you use? Is your product safe for dogs?  Where do you treat? What are your mixed rates? Do you use baits for ants?… In fact the call went on for 20 minutes.  The caller then abruptly ended the conversation and said he would call back later.  Our office staff called to follow up with the “customer” later that same day only to get an voice mail, “Hi this is Joe Loss from Unpresentive Pest Control….” (Names changed to fictitious names to not embarrass our competitors.)

So a competitor called and found out what we used… We’re not too worried about it.

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Pest Control Catches Deadly Snakes - Water Moccasins

Snakes are a real problem.  Most pest control companies can do nothing to prevent snakes from entering your home.  There are a few precautions a pest control company can take.  Pest Control Traps is one of those, although customers should understand that snake control and capture is not guaranteed. And remember, it is still best to call a wildlife company or rodent removal company if you have a serious snake problem.  Water Moccasins are deadly and they can be found frequently in Texas.    There are several other states that must deal with Water Moccasins and in the southern US, rattle snakes are a common concern among homeowners.

In general, stay away from snakes.  They typically only strike when they feel threatened.  If you are bitten by a poisonous snake then seek professional help immediately. Do not try to suck the poisons out. You can often make a snake bite worse by adding other germs and filth to the wound. It is also advised not to cinch the limb. This can result in the loss of a limb when not necessary. Most snake bites are treatable within the first 3 hours. However, each individual reacts differently so if signs of cardiac arrest or abnormal breathing occur then cinching or removing a limb may be the best option.

Again the first step is to call your local emergency help lines or Dial 911.

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Bed bugs have become a major concern for pest control companies.  Calls for bed bug service are pouring in around the nation.  The National Management Control Association says they’ve seen a 71% increase in bed bug related calls.  New York reported that bed bug infestations increased 34% during the past year. Where are these bed bugs coming from?  Why are bed bugs on the rise?

Authorities want to point fingers at international travelers.  They believe that individuals traveling abroad bring back the pests in clothes and in suit cases. Travelers within the US may also pick up these pests from hotels that are frequented by international travelers and bring them home. But what’s even more frightening is that idea that these bed bugs are moving out of the bed and into couches, airplanes, and movie theaters! …YIKES!

After a 50 year slump these bugs are back with a vengeance.  And Pest Control companies are perplexed on how to solve the problem.  They don’t fall under general pest control treatments.  Realistically it takes special equipment and several interior treatments to rid a home of bed bugs.  Plus its recommended that residents wash all of their laundry around the same time to kill of any bed bugs that are hiding in clothes. And according to pest control companies that attended the recent EPA: National Bed Bug Summit ,”Residents are a problem and are sometimes unwilling to cooperate or engage in behaviors to manage pests”  ….Residents are a further nuisance because… “Preventative and ongoing inspection is necessary to address the problem, … residents and property managers  do not  cooperate  or do not consider pest inspections to be a priority” The conclusion therefore is that IPM which integrates the residents doesn’t work.

It seems that ultimately those in attendance still don’t have a solid solution for controlling bed bugs.  They made suggestions like “Property managers must be certified pest control operators to treat their own properties.” to ideas like “Pest Control Companies should be certified in bed bugs and there should be a national accrediting body for those pest control operators.”  In the end, the biggest complaint from PCOs was that the EPA has restricted the use of products that use to work for bed bugs. So it seems they believe the only solution using the current products is a program that both the residents and PCOs can work together on and both share some of the burdens of failure or success. Needless to say,  “We need to educate the public” was among the better solutions they came up with at the summit. So at least they all seemed to agree on one thing… There is a Bed Bug Epidemic and that the public needs to know about it.

But don’t worry they plan on holding another Bed Bug Summit to further discuss the problem and possible solutions.

Read EPA’s Full report here: http://www.epa.gov/oppfead1/cb/ppdc/bedbug-summit/partic-recom.pdf

Bed Bugs 2009 summit was held April 14th.

New bed bug site that proves useful and interesting: www.bugsinmybed.com 1/12/2010

Got Bed Bugs?

Do-It-Yourself Bed Bug Control

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Here we come America the greatest Pest Control Service West of the East coast.

We have salesman out in the field who are tirelessly sharing our pest control story.  Please take the time to hear what they have to say as you could be missing the opportunity of a lifetime.

We send our people to your door.  We then send our technicians to your house for full service and technicians to fortify the barrier at regular intervals. That’s right.  Our service is like Valet service for bugs at your comfortable abode.  We ensure that when we leave; so do your pests…or we come back for free.

Bulwark Exterminating…The Most Productive Highest Quality Service Company In The World…

1-800-445-9313
KT

PS…just out– a personal blog of mine so you may get to know a little bit more about a Bulwark Exterminating Employee…:http://usaphilosophy.blogspot.com

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If you have been reading my blog lately you would have noticed that I have taken a more personal approach with my blog posts.  From the beginning I was primarily focused on providing technical tips and insights regarding the pest control industry offering tidbits that would ultimately help get rid of unwanted critters.

To be honest I feel that for the most part you are able to find a good portion of the technical information regarding pest control within my blog and at the same time I must say that I am interested not only with the technical aspects of the pest control industry; but hopefully would offer insight into the development and progression that could be achieved after choosing pest control as a livelihood.

This year will be the first year that my pest control license will expire without renewal.  Although I am still working for Bulwark Exterminating, my role has changed.  I have grown with the company and I am living out my dreams in pursuit of a technical career in the field of technology.  I started out as a pest technician/exterminator, became a service manager, and more recently became a part of the Bulwark IT Team.  I am building databases, web pages, various interfaces, supporting network technologies, etc. in addition to developing life long friendships and obtaining invaluable knowledge and guidance through Bulwark Exterminating stewardship.

“The Secret Is Out,” let me be the first to say, Bulwark Exterminating is not an ordinary Pest Control Service.  Rather, Working for Bulwark has been an extraordinary opportunity.  I am not saying that as a company we are perfect.  In fact, we are constantly reevaluating our “systems” to ensure that they are relevant.  How relevant?

Well we make it our calling to gather feedback–from each individual employee on a consistent basis and most importantly from our customers.  Bulwark Exterminating is an Honorary member of the Better Business Bureau.  Bulwark Exterminating has a website dedicated specifically for customers to offer feedback about their service…guess what the URL is: Grade Your Service Dot Com.

In conclusion let me share a little bit about my initial experience as an employee of Bulwark Extermination’s President:  Bulwark Exterminating has operations across the nation from Arizona to North Carolina. We have a customer base in the tens of thousands.  The first time I met this guy he was driving a conservative rental car, was taking the time to visit each individual branch, talked with his employees, and was wearing pants that had been in his closet for over six years.  It was then that I realized that this was a guy who was well grounded and not money driven.  He has a higher calling.  I am sure if you are lucky enough to work for him one day; he would not mind taking the time to fill you in…

Bulwark Exterminating…”Who should you choose to be your pest control provider?”  Well if you ask me…

KT

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It has been a while since my last blog entry.  These past few months have been extremely hectic for me.  My wife and I have had a new baby (#5), I am furthering my education, and I am fortunate to have a job which is continually offering interesting challenges.  At Bulwark Exterminating our culture is in a constant state of flux–operating tirelessly to achieve the big objective: The Most Productive Highest Quality Service Company In The World.

I have been reflecting upon 2008 and I can hardly believe that we are about to enter a new year.  It is amazing how time flys when you are having fun!  The current economic and foreign policy predicaments that the US are currently facing has negatively affected many Americans attitudes about the future; yet fortunately I have seen many who are willing to remain optimistic, while patiently anticipating an eventual economic upswing, and ultimately a more tolerant world.

It especially easy to be grateful for something during a time of its respective scarcity.  I have personally been extremely grateful for my employment, my spouse’s health, the health of my children, -their safety, and the stewardship of great leaders.  The United States of America is facing many critical challenges that are inherently deduced when the survival of American Values are to be pitted against stoic and mundane American economic policy.  To put things in perspective I will highlight the fact that although Americans have been facing a sluggish economy; Americans continue to find a way to give to charity.

Although at Bulwark Exterminating we have always appreciated our customers, there is, at least in my mind, a heightened awareness towards customer satisfaction.  No marketing is better than positive word of mouth.  There should be no greater advocate of a service; than he/she who is offering the service.  As one who was in need of employment–I am grateful for a small business with a big heart whose willingness to hire a “green” technician with a red fire desire to learn a trade has ultimately allowed me to provide for a young upstart family.

Then again, as a medium-sized business behind a philosophy of “promote on performance,” Bulwark extended a “stewardship” to me which encompassed managing those who would follow in my footsteps…to ensure excellent customer service while offering the latest pest control technologies within a proprietary service.  As a service manager I wanted our customer’s to be happy: With empathy each customer was given the best I have to offer; and I trained our technicians to offer the best.  I took a keen interest in pest control; I took it upon myself to try and master the pest control trade; while absorbing the wisdom offered from Bulwark’s great leaders.  My studies led me to this conclusion:  Before Bulwark Exterminating was in the Pest Control Business, it was in the “People Business.”

This is my blog and these are my thoughts.  I am personally grateful for “Bulwark.”  I am professionally grateful to all Bulwark Exterminating customers who have allowed us the privilege of attending to their pest control needs. To the greatest Pest Control Technicians in the business…Thank you…

Ed Sakugawa…”Thank you for your continuous efforts in the Las Vegas East Area.”

KT

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