A lot of companies are talking about diversity in their leadership team. StackPath - pctonline.com Why do you get out there and spend time with these customers? Thats why I was curious when I asked John the question. An ops manager would work for a week on district managers but like a branch manager. If I hear that we have lots of slips, trips, and falls, I'm immediately wondering, Is our shoe program correct? We give all of our colleagues free shoes. They said, There's a big difference from being number two of a facility to being the guy. As much as I knew about manufacturing at the point, I didn't know how to be the leader of a facility. We have this thing called positive discontent. Was Vic Hammel at the helm at the time?, Paul Giannamore: Vic stuck around. By reinforcing the message from the top level, it does those things better than just hoping it happens." . The in-car telematics for safety, for example, we've wanted those. We're not celebrating it when we save a customer. They were in Philly. Go to California and go into a couple of different counties. It was the execution of the strategy. Sometimes it might even be lateral. Every once in a while, someone will say to me, We've got to communicate this strategy and the tactics better. I said, Absolutely. You learned that. That one's not there. They were bright. What does that do? The last time you and I saw each other was pre-COVID. This episode wouldn't be complete without first discussing route density, its benefits, and the 'best new customer'. I got it totally out of whack., I went to Cintas and I interviewed with Bob Kohlhepp, who was the CEO at the time. John Myers: When I graduated from college, I got a sales job. What widgets was this company making? There are good people there. This was probably around 2008 or 2009. Patrick, we are going to have to parachute into this interview. Almost every time I would see you, irrespective of where we were in the country, you were like, I'm going to be showing up to dinner a little bit late because I'm going to go spend some time with a customer., Patrick Baldwin: Its the polite no, Paul.. Back in the day, it was Alex Nigh doing everything. We spend a ton of time thinking about that and there are four ways to solve that. Did we get them trained up to our standards within a reasonable amount of time? John describes the nuanced difference between success and excellence as his company has grown. He helps to make sure I'm on my A-game. I think of the fatalities, the accidents. How do you do it? Mike Rogers spoke about it. Wenn I went to San Antonio to be a plant manager. I came from a family where we did the stuff. He was the director of business development, a former deal attorney.. Paul Giannamore: You guys would have gotten to the moon and back. How do you get yourself in the mindset to be successful every day?, John Myers: First of all, I work for a boss that is bright. John Myers Net Worth (2023) | wallmine Patrick, this will be the last question Ill ask. The anomaly in pest control has been Terminix or ServiceMaster. You can go up to the door and say, I want to buy your house. The guy says, It's not for sale. You say, I'll make you an offer you can't refuse. Its that whole thing. Talk about cultural pain points, that could be one of the things., I get that question as often as I get the question about branding. Give him the clip. I look at it and go, What problem am I trying to solve? At the time, from an operational perspective, it was largely viewed as almost a reverse merger. Were fear-of-failure guys. You don't run a business like that for as long as you have but he's warm and endearing so I'm glad that he stepped in for a chat with us. This was supposed to be succumbing to understanding manufacturing and sales so I could be a general manager. Youve seen me go into sell mode about why our value proposition is better than the other options they have. He's pragmatic enough to know that what he didn't want to do is blow up the business. That was when I learned that lesson. My head of marketing lives in Nashville. When Alan Brown was around, I reached out to Rentokil in the UK. I came back from the UK as an ex-pat. Thank you., Patrick Baldwin: John, it was great to visit with you. Vic and I would argue about whether that's the right thing or whether every truck should have a local telephone number on the side of the trucks so they knew you were from Shamokin, Wilkes-Barre, or Allentown. John describes the nuanced difference between success and excellence as his company has grown. You dont come back from that kind of stuff. I can't show up and think I'm going to slide. There's a metric that we use called Time-on-Job and we know out of an eight-hour day how much was billable hours versus non-billable hours. For me, it's always been less about career planning and more about opportunistic action-taking. Patrick Baldwin: In episode seven with Mike Givlin in Certus, they were talking about doing a brand equity study. Prior to that, he was President and Chief Executive at BioQuest LLC. That's not to exclude others. Im dating myself a little bit. Paul Giannamore: The other thing I'll say is John talked a lot about remote working. The pillar scores are Audit: 1; Board: 2; Shareholder Rights: 1; Compensation: 5. I spent sixteen years in the beer and soft drink can division. The other thing, Patrick, is this job is a lonely job with the people reporting to you. Honest as the day is long. Brett took over. What does that mean? You find out the things that you said you were going to do. Paul Giannamore: That was back in 2007, 2008. Once again, a big transition. We don't incentivize for. Its like, I didn't know that was a problem. Whether it's a government regulatory agency or a third party now sues Rentokil and says, Rentokil, you've got this environmental issue. It's not Rentokils issue. If mommy and daddy are happy, they're going to be happy.. Si continas recibiendo este mensaje, infrmanos del problema Thanks again. John Myers Net Worth (2023) | wallmine The customer attention doesn't get our intention. You ignored your wife's polite no every time you asked her to marry you. Pick these two things and the rest will work out.. They were a nimble, fast-moving, competitor of American Can.. We also tied the customers' phone numbers, emails, texts, and all that stuff to the phone system which allowed us to track how many incoming calls for each unique, discrete customer and the duration of those calls., The question was, Where does this pest control company spend most of its service time, as far as calling. It turned out that approximately 70% to 80% of phone time with the office was spent on the phone with new customers because, with new customers, there's a lot they don't understand. What percentage of our specialists are within their training standards? Previously John held various senior management roles at Cintas Corporation. What qualitative and quantitative data do you like to have in your hands to understand how you're running your business? Onze In a normal year, we'd see each other in the field 3 or 4 times and deal on related stuff. One of the things that you and I never talked about and I'm curious as to how you would even think about this, having all of the experience that you've had up to this point in life, now running this large pest control business.. It makes no sense to do that.. I was selling ideas and trying to change minds. You're not going to get flipped upside down routinely about how we've changed all our strategies. I appreciate your time. Paul Giannamore: That makes perfect sense. Corporate Governance Rentokil Initial plc's ISS Governance QualityScore as of January 1, 2023 is 1.. Would you agree with me that the big three are essentially behind a lot of the smaller players in mosquito control services, at least on the residential side in North America? Hes made his way up the ranks in the pest industry but David Johnson finds himself falling into plumbing of all places. I was writing the brochure. He used to talk about the top 20, the middle 70, and the bottom 10. You and I talked about the Brandon Hier episode, which we wanted to do. Those days are over., The other thing I should tell you is to forget the specialists. Can you talk to us a little bit about what it's like being the head of a North American business tethered with a UK company? It was relatively minor. When he's ready to sell, you're at the doorstep and you're saying, Let's talk seriously., The second part is, and I always say to them, This is the most important part. Its got to be a culture fit with the business you are. It offers a range of pest control services from rodents to flying and crawling insects, as well as to other forms of wildlife management for commercial and residential customers. For every nine technicians, there's an ops manager and there's four ops managers or service managers underneath a district or branch manager. Its so much about him. www.pctonline.com is using a security service for protection against online attacks. One is you could make acquisitions. I don't even know any of the details. If you're doing a job and you feel you're not doing it well, it's not satisfying and engaging. Patrick Baldwin: She's on the other side of the ocean. Its 2020 now and everyone's remote working. In a lot of ways, Rentokil North America has remained a distinctly American business, especially with you at the helm here and all of your senior managers for the most part. Patrick Baldwin: At least it was a polite letter. Patrick, I saw you taking notes over there. They've got odometers and WEX cards. If you start thinking of that type of math, then you understand that if you want to implement things consistently with 9,000 employees, you can't be winging it. It was great. For over 80 years, professional, reliable and effective service has been Rentokil Steritech North America's mission. On the factory floor, I would walk the floor and I'd say, Bob, have you been on your break? He'd say no and I'd say, Its time to take your break. Out there in the field, our folks are pretty dedicated to the task at hand. John scaled a regional pest control company to a national empire, and he's . How the heck did you get to where you are today running up a North American business pushing $1.5 billion in revenue?. We haven't broken that code. Oops! It sounds like a little thing and we require all of our acquired companies to back into space. If you think about it kind of logically, you're running your business, you get a new residential pest control customer, that customer probably has some problems, so it's more expensive to do the cleanout. I was taking that as a baby. John Myers, President and CEO at Rentokil North America When they have less time in the windshield, then their billable hours go up in the same amount of time that they work in a day., Finally, we make more money because revenue per hour in the labor business is important. As a result, I did well there. When we interviewed Brandon Hier, one of the things that interested me was, is there a consistent culture across radical North America? I did ask you about the salesman, John Myers, making the pitch to Rentokil., John Myers: Those three especially are important. The one next to the one we serviced. You might not like pizza parlors but if it's right next to the school, it might be the right answer to that question in some markets. Hes a good people person who understands how people are thinking. You've got to hold your emotions in check. enviando un correo electrnico a Heart and soul went into that. I wanted to understand far more than the top-line impact that customer retention has on a business. Ryan leads DTK Facility Servicess over 1,600 employees across 190 counties. When I ride with one of our specialists, immediately on the first 30 minutes, How's it going? Good. How long have you had this truck? A year. One-word answers. I walked in and I was a management trainee. I wish it all couldve gone better. He's been at Rentokil for over twelve years in that longevity that you all spoke about. Im managing a sales organization over there. Thank you! It was almost like what Nucor is to the steel industry. Theres some stuff that keeps the wheels going. That's a dangerous place to be. Don't worry about the job and the title. Twelve years later, he's adapted to a new way of thinking and doing things.
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