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contents MARCH APRIL 2011 FEATURES «


4 EFFECTIVE TECHNICIAN TRAINING By Jim Fredericks


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Library Update: Best Management Practices for Bed Bugs


The resurgence of bed bugs has created significant concern in the pest management industry. Controlling, let alone eradicating, this pest is extremely difficult, as bed bug resistance to insecticidal control measures to date is significant, and customers’ cooperation is often required for successful control. Earlier this year, NPMA released Best Management Practices for Bed Bugs. These guidelines are intended to help pest management professionals control bed bugs effectively, responsibly, and safely by presenting the practices that are effective in controlling bed bugs (Cimex lectularius). The complete set of guidelines is available in this issue’s Library Update.


FOR MEMBERS ONLY OF THE NATIONAL PEST MANAGEMENT ASSOCIATION


WWW.NPMAPESTWORLD.ORG


How would you honestly rate the service your technicians and salespeople provide? How do you know that all of your customers consistently receive high-quality service? One of the most powerful ways to assure that quality service is provided by all of your associates is through effective training.


8 HIRE FOR ATTITUDE. TRAIN FOR SKILL.


By Jean L. Seawright, CMC


No matter how much energy or talent you possess, after a certain point in order to grow your business, you need people. The fact is, ultimately, the success or failure of a business hinges on management’s ability (or inability) to recruit, hire, and retain talent.


12 MEASURING QUALITY SERVICE AND CUSTOMER RETENTION


By Daniel S. Gordon, CPA


An increase in sales is usually an economic vote on behalf of our customers that we are providing quality service. Conversely, a decrease in sales indicates poor service. But how do you determine where your company’s service stands?


18 PERFORMANCE IMPROVEMENT By Jean L. Seawright, CMC


With a new generation of workers who are skeptical, fun-seeking, and thirsty for praise, coaching and disciplining employees requires a much different approach: one that preserves respect, minimizes risk, and gets performance results, all while motivating the individual to excel.


DEPARTMENTS


2 Executive Vice President’s Message


24 Ask the Expert 26 Marketing Corner


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30 Operations Management 32 Calendar of Events


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