Pest Management Professional, September 2013

news views NPMA Academy 2013 Event Notebook Kurt Scherzinger Contributor T he National Pest Management Association NPMA Academy 2013 held at Sheraton Wild Horse Pass in Phoenix Ariz July 17 19 was developed around the theme Its Not the What Its the How The Academy is an annual event held by the Leadership Development Group LDG through the NPMA and sponsored by Dow AgroSciences This years event kicked off with the traditional Duel in the Desert golf tournament to benefit the Political Action Committee of the NPMA while a half day workshop about safety in the workplace was presented by Professional Women in Pest Management Additionally for the first time ever the LDG offered a rookie orientation to let first time attendees know what to expect from the Academy experience The educational opportunities kicked off with NPMA Executive Vice President Bob Rosenberg and Dave Morris Commercial Leader Global Business Leader of Dow AgroSciences who encouraged all attendees to think differently expand contacts learn from the educational speakers participate in the events and understand how to grow in ones career The educational sessions were designed to do just that with a list of nationally recognized speakers including Scott McCain Cheryl Cran and Laura Stack McCain an international business strategy expert and author spoke about how to develop the ultimate customer experience and how policies or procedures sometimes prevent staff from delivering the best possible experience for customers which limits pest management professionals PMPs ability to exceed customer expectations According to McCain only 6 percent of a companys satisfied customers offer return business while 66 percent of highly satisfied customers return Its an equation that highlights how if PMPs only shoot to meet customer expectations they wont inspire them to return He explained how the ultimate customer experience can become a companys best form of advertising because customers who often receive Above Spectators watch and network during Academy Olympics events On left The pink team competes before NPMA judges exceptional service end up sharing their experiences with others McCain encouraged PMPs to develop a clarity statement a motto everyone in the company should learn know and be able to deliver It should be a six second description of why a potential customer should pick your company over the competition The second day of Academy began with a presentation by leadership consultant and author Cran who addressed the changing world of managing generations and how technology affects business Cran explained the best way to manage across generations is to develop collaboration across generations As technology continues to develop at an accelerated pace its clear why generational collaboration is vital Cran explained why managers should strive to expand their networks internally and externally it allows them to benefit from a broader scope of experiences Many generations will resist implementing new technology because theyre afraid to show ignorance The key is figuring out what Continued on page 14 12 September 2013 Pest Management Professional www mypmp net