Service Excellence: The Heart of Our Industry

Emily Thomas Kendrick, Arrow Exterminators

It is with great enthusiasm and a profound sense of responsibility that I step into the role of NPMA president. As I begin my term on July 1, I want to first express my sincere gratitude to Faye Golden for her exceptional leadership and unwavering dedication to our association over the past year. Her vision and commitment have strengthened our industry’s foundation, setting the stage for continued growth and innovation.

The theme of this issue—client service—couldn’t be more timely or essential to our collective success. As our Standards column thoughtfully points out, there’s a meaningful distinction between “customers” and “clients.” This subtle shift in terminology reflects a deeper philosophy about the relationships we build with those we serve. While customers engage in transactions, clients engage in partnerships—and it’s these enduring partnerships that sustain our businesses through changing seasons and economic landscapes.

Throughout this issue, we explore different facets of service excellence. Our technicians serve as the face of our companies in the field, balancing technical expertise with interpersonal skills that build client confidence. Our client service representatives (CSRs) manage complex client needs while serving as problem-solvers and brand ambassadors. And within our organizations, ethical business practices transform everyday interactions into lasting impressions that resonate throughout our communities.

What makes our industry special is how these elements interconnect. A well-trained technician supported by knowledgeable CSRs and operating within a framework of ethical business practices creates an ecosystem of service excellence that distinguishes professional pest management from mere pest control.

As we navigate the remainder of 2025 together, I encourage you to embrace the insights offered in these pages. Consider how small adjustments in your approach to client relationships might yield significant returns in satisfaction and loyalty. Reflect on how investing in your team’s professional development enhances not just their careers, but your company’s reputation and bottom line.

I look forward to serving you in the months ahead and hearing your success stories as you implement these service excellence strategies.