Pest Perspectives - September/October 2015 - (Page 25)
Bug Out Service Honors its Customers, Employees and Brand
Curtis Rand knows the success of Bug Out
Service has less to do with him and more
about the people around him. Last summer
he became president of the company, which
offers sustainable solutions for termite and pest
control, and lawn care services around Northeast
Florida and Southeast Georgia, and has focused
on keeping customers and employees happy
alike. The result? A company that continues to
successfully grow in sales and reputation. Here, he shares
the formula on how Bug Out Service makes it all work.
Q. Tell me how your company has grown in the
past 5-10 years and what specific ways have you
maintained that success.
A. Bug Out Service has experienced consistent growth
over the past 10 years, building on a 52-year commitment
to teamwork and family values. Our top priority has
always been delivering superior customer service.
Partnering with Environmental Pest Service* in 2014
enhanced Bug Out's ability to provide quality customer
service. The partnership gave us the bandwidth to
hire more employees to expand our service area, and
allowed our leadership team to work with other experts
from Environmental Pest Service to exchange ideas and
Our strategy for success is maintaining a balanced
combination of organic growth, and mergers and
acquisitions. Bug Out has had double-digit growth over
the last 12 months - this is a result of focusing on
customer service, enhancing brand recognition through
community involvement, and expanding to new service
areas through strategic mergers and acquisitions.
Q. How do you define success as a business owner?
A. I think there are three ways to measure success.
1. Customer retention and growth. High levels of
customer retention are a direct reflection of your
customer service, and satisfied customers will refer
you to new customers.
2. Employee retention and growth. Employees who
are fairly compensated and satisfied with their
benefits will want to stay with your company and
contribute to its success and increase revenues.
3. A suitable profit. Your main goals should be to
keep employees and customers happy, and that will
lead to a profitable business. In return, this profit will
allow you to continue to grow your customer base.
Q. What's your top three business tips and why?
A. 1. Know your people. Frontline employees and
administrative staff have the most contact with
customers. You need to know what motivates them and
how to help them deliver the best possible service.
2. Know your financials. You should have a deep
knowledge of profit and loss, how each revenue stream
impacts the bottom line, and which expense line
items are in your control. Pass this knowledge to your
employees so they understand how their jobs impact
success of the entire company.
3. Promote and protect your brand. Every aspect of
your company is important and should always be
represented positively. A negative brand reputation can
ruin a good company. At Bug Out, we try to connect
our brand with local charitable organizations and
Q. What do you look for when you hire employees?
A. I want employees who are driven and ambitious.
Someone who just wants to get a paycheck isn't going to
help your company grow. We want employees who are
committed to bettering themselves and contributing to Bug
Out's success. It's also important that you hire employees
who will make a good first impression, and can effectively
communicate with the customer, co-workers and supervisors.
Q. How do you distinguish yourself in the industry?
How do you promote your business?
A. Bug Out's philosophy on pricing is a strong differentiator.
We try to price our services so they can be a comfortable
part of a customer's monthly budget, and not a bigticket item. As for promoting our business, community
involvement is a focus of our efforts. We partner with
local causes and organizations that show our commitment
to the community. This helps customers form personal
relationships with Bug Out when they see that we support
causes such as Relay for Life and that our team is passionate
about the same things they are.
Q. What do you wish someone had told you before you
started your career?
A. Every business is a people business, and building
relationships is the key to success. It doesn't matter what
industry you are in, you need to be able to work well with
people, whether it's coworkers, customers, employees
*Environmental Pest Service (EPS), the parent company of Bug Out Service, recently was included on "Inc. 5000," a list from Inc.
magazine of the fastest-growing, private companies in the United States based on revenues from 2011 to 2014 (408 percent increase). EPS
also placed No. 6 on Tampa Bay Business Journal's "Fast 50" list and were the only pest control company on the list.
www.flpma.org | www.pestperspectives.com
Pest Perspectives 25
Table of Contents for the Digital Edition of Pest Perspectives - September/October 2015
presidential perspective : Partying for a Purpose in Paradise
2015 FPMA in Paradise Recap
Advancing the Pest Control Industry: One technology improvement at a time
Rising Stars in Pest Control
Adding Lawn Care Services to Your Business
sunshine spotlight : Bug Out Services Honors its Customers, Employees and Brand
What Do PMPs Want from Suppliers?
capitol concerns : Special Session. The new normal? It could be
operational excellence : Customer Engagement
marketing matters : The Search Engine and Social Media Relationship
Pest Perspectives - September/October 2015