Pest Control Article: Do Your Technicians Know What to Say When?
Subject: Do Your Technicians Know What to Say When?
Date: Mon, 16 Jul 2001 09:03:19 -0400
From: Stephen Tvedten <steve@getipm.com>
Organization: Get Set Inc. (www.getipm.com)
To: Paul Helliker <phelliker@cdpr.ca.gov>
Director, State of
California, Department of Pesticide Regulation
cc: Christine Whitman whitman.christine@epa.gov
Dear Mr. Helliker, I thought you might like to read an article from the July, 2001 issue of Pest Control magazine written by Dean Sanbridge entitled: Do Your Technicians Know What to Say When?
Dean Stanbrldge is vice president and technical director of The Steritech Group, ilton, Ontario, Canada. He is an expert on training and technology in the pest management industry.
I was lounging around the pool in the late morning at a Florida resort, when I noticed a gleam catch my eye. To my surprise, it was "The Exterminator" breaking all land speed records to spray the pool areas.
He was dressed in a uniform comprised of a baseball cap, work pants and a golf shirt. This would have been acceptable, except for the fact that his shirt sleeves were rolled up past his shoulders, he had a pack of smokes inside the shirt and his cap was on backwards. My first impression was that "this is a true leader of our industry."
I decided to spy on him while he performed his duties. He had it all-sprays, granulars and baits, a veritable plethora of products. As I watched him work the pool, I was impressed to see him notice the beach bar, a soupy quagmire on the best of days. He quickly and efficiently ran a full fan spray around the baseboards, including items such as cups, soda pop cans and ice buckets.
I watched him buzz in and out of about 10 rooms at the speed of sound. He then proceeded to the pool gardens and started to sprinkle something out of a white container. I can only presume it was an ant bait, because it wasn't labeled.
I had the opportunity to catch a few of his comments as guests asked him what he was doing. He was very friendly when he explained he was there to "kill all of the roaches and other critters."
When I could hold my tongue no longer, I approached him to see whether he was as intelligent as he looked. I asked him what he was sprinkling around in the white jug. He looked at me, and said he was killing ants.
I looked around and said, "I don't see any ants."
He answered, "See how good a job I'm doin'?"
I agreed, but then asked what he had been spraying in the same area 15 minutes before.
"Sprays are for roaches, and this here stuff is for ants," he replied.
I asked him whether the two pesticides would affect each other or my child.
"No, this stuff is safe as anything," he said.
At this point, I had to ask the final question-"What are the names of the products?"
He answered that he didn't know, reassured me they were safe and that it was what they gave him at the office. He then added that he had been doing it that way, every week, for years. I said "Good day" without ever telling him who I was.
A Lesson Learned
I'm sure that it's crystal clear to you just how many things this person did and explained incorrectly, not to mention illegally.
I'm also sure that most of you don't think you have "The Exterminator" working for you, but I can assure you this is not an isolated incident.
As an industry that works in harmony with the public, all of our actions are open to its scrutiny. We need to ensure that our people are not only trained in pesticide application and inspection techniques, but that they understand what to say when they are asked a question. There are many members of the public who might use an opportunity like this encounter with "The Exterminator" to damage our already-fragile public perception.
Take the time to talk to your people on what to say when the public asks them straightforward questions. The best place to do this is through a series of role-playing scenarios in front of others at the office. You will be amazed at how difficult it is to answer the most trivial question with a polished answer. Make your people practice answers, because when they get into the actual situation, it will help them to give a more personal answer.
Try it yourself in front of another supervisor if you want to see just how hard this can be. It is best to choose five or six typical questions, such as:
o What products are you applying?
o Will they harm my child?
o Why are you spraying?
o How does a bait work?
o How long will the product take to work?
o How long will it last?
Practice the answers, and pose the questions to the other service staff. You should also ensure that all of your technicians are well-versed on the products they're applying. Think about that conversation at the resort --- what would have happened had I been a state inspector? Remember, you are only as good as your worst staff member. PC
Well Mr. Helliker, I was writing the above, I just received Ginger's comment about the following message from Samantha in Davis, CA. Great idea to enforce understanding at the state level that we need Neighbor Notification. If one were to spray purple paint all over the sidewalks and neighbor's fences there would be a police action against you. Toxic chemicals are unseen but do more damage than paint and no one says a thing. It is time this changed and we can be the agents of that change.
- Steve
Hello all,
This message is going out to our local Davis BUGS email list as well as to a number of activist groups, council members, personal friends whose help I need, and individuals statewide. WE NEED YOUR EYES!
Today we shot an amazing video of a pest control application to a home in my neighborhood. The applicator sprayed the neighbors fence, the sidewalk and used immense pressure to do the application. This was not a drift incident, this was an absolute application off site. We showed it to our local Yolo County Ag. Comm. representative and he was appalled. He was so shocked that he said he was taking it to the state immediately. I explained to him that yes it was a horrible application, but it is by far not the worst we have witnessed on our street, in fact it is very average. What was bizarre was the applicator was so arrogant, he knew he was being video taped and he just went on and on. Then when he was finished he turned to the person filming and asked if he got enough (film) or if he (the applicator) should do more.
ARROGANT! Well we have a few tricks up our sleeve and a few spies on the list so I'll leave it at that. We did inform the applicator that the police Dept. is aware if our filming such incidents and that they will not be responding (read not participating in the attempted intimidation and harassment) when called out for such incidents.
What we (BUGS) needs from all of you out there locally and statewide. Make those pesticide reports and PLEASE film the applications. A few tapes from around the state in DPR's hands will be hard to ignore. If we want neighbor notification of when and what is going to be sprayed, if we want to support Fairfax and fight back then we need to show them that this is the norm and not the exception to what an application looks like when the inspector is not standing over their shoulder. We need the right to know , we need to stop their toxic abuses even if it is a full scale lobbying attempt and new legislation. It will be done and we need all your help to do it. Please everyone send this email on to your lists, and friends If we have 1000 eyes and cameras watching it won't take long.
Remember to let everyone know:
1. Report the incident to your county Agricultural Commissioner. Ask them to come take samples immediately. If they refuse. Report that to the Department of Pesticide Regulation and to BUGS.
2. Write down details, sign and date your account.
3. Even if your property is included in the drift or misapplication, do not wash it down until samples have been taken.
4. Save all clothing if you are drifted.
5. VIDEO VIDEO VIDEO! but always keep a copy of the tape do not give away an original.
6. Inform your neighbors that there are safe and effective alternatives.
And Davis locals the "Pesticide Free Zone" lawn signs arrived today if you want to post one or two or give them out, let me know.
For questions and to notify us of incidents and to send copies of incident report please contact:
Better Urban Green Strategies (BUGS)
Samantha McCarthy
1631 La Habra Court, Davis, CA 95616
(530)758-6796 phone
(530)758-6794 fax
smccarth@dcn.daivs.ca.us
Well Mr. Helliker, I am sure you will be receiving more and more reports on "The Exterminators" in your own back yard. It is always interesting to me to see how often your "registered" POISONS are "professionally" misused - which obviously greatly increases the danger/risk to people, pets and wildlife.
Respectfully, Stephen L. Tvedten
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