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Heron Pest Contol Inc

Altamonte Springs

http://www.heronlawnandpest.com

Heron Lawn and Pest Control provides lawn and shrub care, pest control, termite protection, mosquito control and palm care services to many thousands of residential customers all across Central Florida.

The internal company-wide 'commitment to excellence' program empowers employees at every level to rise to whatever level is necessary to meet customer expectations, and has resulted in a customer retention rate that is unparalleled in the industry.

The President of the company watches several 'commitment to excellence' systems that have been established for the sole purpose of ensuring this key component of the company's service philosophy remains alive and well at all times. For example, 'customer inquiries' are printed from a system that is tracked by computer, to ensure that all inbound phone messages are returned the same day they are received. That is policy.

Every technician who performs service at a customer's home must first meet a strenuous 120 hour training program which includes both extensive in-field and classroom training at 'Heron University', and must successfully meet weekly continuing education criteria as well. Then, by company policy, the Branch Manager must perform no less than five random Quality Control Audits every month, behind every technician. No exceptions. Information alerting the customer to the Quality Control Audit done on their property is left on the door, and the Vice President of Operations reviews them weekly for compliance to company service standards and practices.

This is a very involved process designed to consistently deliver real value to our customers, and currently we are performing close to 100 Quality Control Audits per month. The results of which range from additional services provided free of charge, if necessary, and/or additional training delivered to certain individuals as needed, or in some extreme cases, termination for an inability to meet certain non-negotiable service standards.

Other 'commitment to excellence' systems include things like how many times the phone can ring before that inbound call becomes out of policy (three), technician appearance standards, monthly truck inspections, keeping specific date and time appointments without exception, daily check-ins that review paperwork for proper treatment parameters and free follow-ups if necessary, global positioning systems in every truck to monitor service times and locations, and much, much more.

Further, the company has created a list of ten core values that every employee is required to keep on their person at all times. These core values speak to the very heart of who we are as a whole. They include things like the promise of a family-friendly culture, customer care pledges, and honesty and integrity statements. These are areas we hold sacred, and discuss often.

Heron Lawn and Pest Control also seeks to be a responsible corporate citizen in all the areas we do business. For that reason we embrace certain outreach decisions whole heartedly, such as supporting local little league baseball teams, providing services for free (or at reduced rates) to local places of worship or rehabilitation, local small business sponsorship, flexible employee scheduling for single moms or elderly caregivers, and access to affordable healthcare for all, just to name a few.

The result of all this hard work is the satisfaction we derive from being one of the fastest growing companies of our kind in the entire State of Florida (maybe the whole country). And as the Heron family continues to grow, we will continue to focus on the very things that have brought us here in the first place. The system works.

Thank you for your confidence in us, your kind words of support, and all your many generous referrals.

Updated

Location

Position

Wage

10/30/2009

Altamonte Springs

Service Consultant (Sales)

Open

10/30/2009

Altamonte Springs

Lawn Technicians

Open