What are the top mistakes to avoid when selecting a pest control vendor?

In most countries, pest control work is regulated by authorities; Vendors require license to operate and they are to comply to the state's regulation. Pest control works involve the use of poison, and if not used carefully, humans and pets may unintendedly become very ill or even die. Hence, always check the vendor's license validity, staff training records and client portfolio. You may consider visiting their clients' sites to sense the vendor's effectiveness. Speak to vendor's clients and also do searches on forum/blogs/social media to gather feedback on vendor's performance.

We have heard that expectations are determined in contracts. However, I opined that expectations are determined during negotiation. Parties are constantly assessing each other during negotiation - is the vendor trustworthy and firm? Can the vendor perform under pressure or do they succumb to pressure? What is their leadership style? Once above is determined, do a site walk and explained the problem to them. Remember, vendors are there to help you solve your problem so have an open discussion with them. Listen to their suggestions consider them to your needs and wants. In the final negotiation, write down the terms of contract and service level agreement, including frequency, scope, schedule of rates, and even liquidated damages.

A common mistake made by clients is not measuring and evaluating the effectiveness and efficiency of your pest control vendor. But how can clients evaluate results? In my view, clients should design a system of checks and balance with these practical tips and tricks: 1) Education: Clients should educate themselves with foundation knowledge of pest control works so they can determine if the works are effective. 2) Surprise checks: Conduct surprise audit on pest control vendor to keep them on their toes so they will always do the right thing. 3) Trial Exercise: Conduct occasional "urgent" situation to test vendor's response time and service level agreement. 4) Engage another pest control vendor to get 2nd opinion on the situation.

One method which I've used to avoid/minimise environmental impact of pest control works is having pest control vendor to submit (1) risk assessment report and (2) environmental impact report annually during tendering process and contract period. (1) Risk assessment report: The report should reflect risk identification, monitoring and mitigation. (2) Environmental impact report: This report ought to identify the stakeholders, land, and eco-system involved in the works, and also the impact and consequences of works on them.

In recent years, facilities management has evolved from working in silo to partnership. Facilities Managers are to recognised that a vendor-client relation is no longer effective but a partnership relation where mutual respect to work styles and expertise brings more benefit. Remember, vendors are there to help you solve problems. Building relationship with pest control vendor (or any other vendors) is basically just to be human. Being human means we accept each other differences in work styles but work together to achieve a common goal. Being human also means having reward for positive outcome and punishment to nudge either party towards the desired outcome. Being human also means accepting mistakes and allow room to grow and learn.