An interview with Tom Flaherty, the Vice President of Operations at Insight Pest Solutions

Author: Shane Ebanks, BSU student

Insight Pest Solutions is a pest control company that was founded in 2010.  They provide customized service to residential neighborhoods to control pests such as ants, spiders, cockroaches, and rodents.  Insight focuses on providing each customer with unparalleled service while also utilizing the safest and most effective products. There’s plenty of companies competing to be the biggest and cheapest, so we focus on providing a high-quality service that keeps our customers safe and happy. 

If a customer was to choose between your business and 3 others just like it why would you suggest they at least give you a try first?  What makes you stand out?
I believe that one of the reasons that someone should choose us is because of the owners of this business.  I have spent over 20 years in business and there are very few businesses that I believe care as much and invest the amount of time the owners here spend in making the organization a success.  There are also very few businesses that have the amount of combined experience that we have.  I would also say that our business has exerted at great deal of time and energy into technology which provides customers and employees with a more convenient and successful experience.  Lastly, I would say that our employees receive extensive training that is superior to the training provided at other companies.

What is the number 1 way you currently bring in new customers?
Most businesses in our industry attract new business through Direct Mail, Television/Radio Advertising, SEO/PPC Campaigns and Billboards.  Our approach is a bit different.  We focus our attention on the cross section of the market that has not responded to or found appeal in the traditional outreach approaches for acquiring new business.  We send Representatives into residential neighborhoods to speak face to face to potential clientele.  This allows us to customize our presentations and provide more information regarding the need for service.  This approach creates a more personal relationship with these new customers.  

If a customer was to choose between your business and 3 others just like it why would you suggest they at least give you a try first?  What makes you stand out?
I believe that one of the reasons that someone should choose us is because of the owners of this business.  I have spent over 20 years in business and there are very few businesses that I believe care as much and invest the amount of time the owners here spend in making the organization a success.  There are also very few businesses that have the amount of combined experience that we have.  I would also say that our business has exerted at great deal of time and energy into technology which provides customers and employees with a more convenient and successful experience.  Lastly, I would say that our employees receive extensive training that is superior to the training provided at other companies.

What is the number 1 way you currently bring in new customers?
Most businesses in our industry attract new business through Direct Mail, Television/Radio Advertising, SEO/PPC Campaigns and Billboards.  Our approach is a bit different.  We focus our attention on the cross section of the market that has not responded to or found appeal in the traditional outreach approaches for acquiring new business.  We send Representatives into residential neighborhoods to speak face to face to potential clientele.  This allows us to customize our presentations and provide more information regarding the need for service.  This approach creates a more personal relationship with these new customers.  


Has internet technology (website, online ads, social media, etc) played a big part in your growth and making your company more successful?
Absolutely.  We have hired a business to build and maintain a strategic presence online through search engine optimization, another business to help us manage social media and review sites, and we also have hired an Internal Marketing Manager and Social Media Staff to manage the communication with our customers.  While it certainly does offer benefits, the prevalence of the Internet and social media has significantly complicated business and requires strategy and long term planning.  

Do you feel that internet technology could play a bigger role in your business if you had the right tools?
I don’t currently believe that I am maximizing on the benefit and options the internet has to offer.  The difficulty is that businesses are still trying to figure out how to use it to their benefit.  It is a very complicated resource.  There is still a lot of trial and error being practiced even by businesses who call themselves “experts” of the Internet.  It is expensive to continue to take risks in using the Internet to benefit the business.  We allocate as much of our financial resources that I feel is reasonable to stay competitive.    

If you had to look 6 months to a year into the future where would you like to see your business be?

I would like to see us develop a more simplistic and disciplined strategy for long term profitability.  I believe that during that process of evaluation we will find that being a small to midsize company with slow growth is the best plan for long term success.    


To contact Insight Pest Solutions:

​Telephone: 1.888.234.BUGS
Websitehttps://insightpest.com/boston/
Facebook: @InsightPest

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