When Josh McIntosh decided to create All Pest Solutions in early 2014, he was determined that the new company would set lofty standards in not only quality and efficiency, but also customer service and satisfaction in the Pest Control Industry. Those same refreshing ethics and service standards are the backbone of their now successful Northern Rivers operation.
How did the business come about?
With over ten years in pest control, I handpicked a team knowing exactly what was needed in order to build a successful business. All thoroughly trained and qualified, our 9-strong crew boasts a collective 75+ years’ experience in the industry. Our tight knit team is as passionate as they are professional, with customer service an absolute priority, which is the driving force behind the success of the business.
What is the key business focus for your success?
Customer service. Most of our business is generated by referrals, word of mouth and repeat customers, which is why our staff always aim to provide a pleasurable experience for customers, thus ensuring repeat business and ongoing recommendations for us to their friends or family.
We have a checklist system that the customer signs off when the job is completed which confirms the work that has been done, how it was carried out and that they are satisfied with how it was carried out. This way both parties can confirm that the work went to plan and any areas of concern can be addressed immediately.
So how do you ensure such high quality customer service?
Customer care and professionalism is rewarded and recognised by a system that both rewards customers for referrals and provides team incentives for jobs completed 100% successfully. We also follow up with a reminder service and a courtesy call when a property is due for its regular pest control treatment. This is another opportunity to ensure that customer satisfaction is maintained, that they’re happy with the service and that the product worked.
So as a team what sets All Pest Solutions apart?
We are part of a trade that is continually changing and advancing in technology, products, and methods of treatment, so it’s vital for our staff to undertake regular training. Internally, the team has regular toolbox meetings to discuss issues, concerns, or to share positive experiences. This enables us to share our ideas and offer our knowledge and advice to each other in relation to trade specific issues. We also send our staff for regular trade courses and accreditations.
Historically the pest control industry has had a poor environmental record. How do you address this?
We recognise the importance of using environmentally friendly, low impact procedures and environmentally sensitive products. In the past harmful products were used as a method of treatment. Thankfully, due to scientific and technological advances in products and application methods, as well as stronger guidelines set out by government bodies, it is now possible to provide effective treatments with low environmental impact.
How is the business involved in the community?
We are so lucky to work & live in such a beautiful part of the world. It’s a fantastic community and we are involved with many community events. We support events and provided prizes for local fundraisers including a local boy, Matt Kelly who suffers from cerebral palsy and Saving Suze a local lady who lost her home to fire and also international support for flood victims in the Philippines.
We’re also involved in the organisation of a suicide prevention event in order to raise awareness and create a support network for people in the local community. This is a strong issue in the community at present and directly influences staff within the business, and has passionate and enthusiastic support and involvement of our entire team.
So when you’re not working, where do you go out and about?
My children are involved in a lot of local sporting events so I spend most weekends in different areas of the Northern Rivers: Touch Footy Games, Little Nippers, Rugby League etc.
This young company certainly ticks all the boxes for commitment and professionalism, which reflects in their growing success. All Pest Solutions was also recently recognised for its commitment to both staff and customers in ensuring that the highest safety systems are followed, by winning the 2014 Ballina Business Excellence Awards – Workplace Safety.