President's Message: A Privilege to Serve
Mike Bullert, Big Time Pest Control
It is an honor to step into the role of NPMA president, and I want to begin by thanking Emily Thomas Kendrick for her outstanding leadership this past year. Emily brought energy, focus, and genuine care to this association, and the industry is better for it.
I come to this role with deep respect for what NPMA represents—not just as a trade association, but as a community of professionals who take seriously their responsibility to protect public health. At Big Time Pest Control, that sense of purpose shapes everything we do, from how we train our technicians to how we answer the phone. I suspect it shapes your company, too. That shared commitment is what makes this industry worth advocating for, and it’s what I look forward to championing in the year ahead.
This issue of PestWorld arrives at a moment when client service is being transformed by technology faster than most of us anticipated. AI tools, chatbots, automated scheduling—the options are expanding rapidly, and so are the questions. Which functions should we automate? Where does the human touch remain irreplaceable? How do we communicate effectively with clients whose expectations and preferences differ by generation? And when we’re building the teams that deliver that service, how do we identify the people who bring not just competence but genuine heart to the work?
Those are exactly the questions this issue answers. You’ll find practical, experience-grounded thinking on leveraging AI without losing client connection, adapting communication across generational lines, and hiring for the character qualities that can’t be trained. Each feature reflects the kind of business insight that makes PestWorld a resource worth reading.
As I settle into this role, I also want to encourage every member to take full advantage of what your NPMA membership offers. The resources available to you—through the website, our e-newsletters, and money-saving programs covering everything from HR support and insurance to fleet purchasing—are genuinely valuable and too often underutilized. If you haven’t explored everything that’s available to you, I’d encourage you to start. Your membership is worth far more than you may realize.
It’s a privilege to serve alongside you. Let’s make it a great year.
