In this conversation, Rusty interviews Raymond Kidwell from Voice for Pest, discussing the evolution of phone systems in the pest control industry, the integration of AI and intelligent call routing, and the importance of data-driven decision-making. They explore how technology can enhance customer service, the role of bots in handling calls, and the need for specialization in call handling to improve efficiency. The discussion emphasizes the critical nature of communication in pest control and how leveraging technology can lead to better customer experiences and business outcomes. In this conversation, Raymond and Rusty discuss the critical role of data and AI in optimizing workforce management and enhancing customer engagement. They explore how effective communication channels can improve customer retention and the importance of adapting to customer preferences. The discussion highlights the potential of technology solutions to drive business efficiency and the need for businesses to leverage data for informed decision-making.

Takeaways

• Voice for Pest started as a phone system and networking business in 1993.
• The company evolved to focus on the pest control industry about 15 years ago.
• Integrations with CRMs are a key differentiator for Voice for Pest.
• AI enhances customer interactions by understanding industry-specific terminology.
• Intelligent call routing improves efficiency in handling customer calls.
• Bots can handle mundane tasks, freeing up human agents for more complex issues.
• Data collection is crucial for making informed business decisions.
• Specialization in roles leads to better customer service outcomes.
• Technology should be actively managed to maximize its benefits.
• The future of customer service will increasingly rely on AI and data analytics.
• Data analysis is crucial for understanding workforce performance.
• Effective communication channels enhance customer engagement.
• AI can identify customer retention risks before cancellations occur.
• Businesses should focus on adapting to customer communication preferences.
• Data-driven decisions can significantly improve business efficiency.
• Understanding peak call times helps in scheduling and resource allocation.
• Automated logging of customer interactions saves time and improves accuracy.
• Retention strategies should be based on actual customer feedback and data.
• Companies often overlook the importance of customer retention in growth strategies.
• Technology can provide insights that were previously unattainable.

Chapters

00:00 Introduction to Voice for Pest and Background 03:06 Evolution of Phone Systems in Pest Control 06:05 AI and Intelligent Call Routing 08:46 The Role of Bots in Customer Interaction 12:00 Optimizing Customer Experience with Technology 14:52 Data-Driven Decision Making in Pest Control 18:13 The Importance of Specialization in Call Handling 21:02 Leveraging Technology for Efficiency 23:50 Managing Customer Communication Effectively 26:51 The Future of AI in Customer Service 31:27 The Importance of Data in Workforce Management 36:22 Optimizing Communication Channels for Customer Engagement 40:24 Leveraging AI for Customer Retention 47:04 Enhancing Business Efficiency through Data Analysis 52:14 Adapting to Customer Preferences in Communication

Check out Voice For Pest at www.voiceforpest.com

🎙️ Connect with Rusty & Learn More

Email: [email protected] Visit The Journey Podcast online or follow on social media for more insights and inspiration.

📲 Follow The Journey Podcast

• 📘 Facebook: facebook.com/prewettpestjourney
• 📺 YouTube: youtube.com/@theprewettpestjourney
• 📸 Instagram: instagram.com/prewettpestjourney
• 🍎 Apple Podcasts: Prewett Pest Journey on Apple Podcasts
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EP 56: The ACOR Principle – A Simple Framework to Attract, Convert, Optimize, and Retain Customers for Business Growth

Watch the full video, with illustrations, on Youtube: https://youtu.be/DaqbCyHT_oc 

Welcome back to The Journey! In this episode, Rusty dives into a powerful business principle he learned during his insurance career—the ACOR Principle (Attract, Convert, Optimize, Retain). Rusty breaks down this simple yet transformative framework that applies to any business, from pest control to restaurants, and shows how it can drive sustainable growth. Using real-world examples and a hand-drawn visual (check out the YouTube video!), Rusty explains how to attract prospects with marketing, convert them into customers with effective sales, optimize their lifetime value through cross-selling and referrals, and retain them with intentional customer service. Packed with actionable insights, this episode is a must-listen for business owners looking to streamline processes, boost ROI, and build a loyal customer base.

Key Topics Covered:

✅ The ACOR Principle Explained– A universal framework for growing any business. 

✅ Attracting Customers – How marketing and lead generation start the journey. 

✅ Converting Leads – Why the right sales process can make or break your growth. 

✅ Optimizing Relationships – Cross-selling, referrals, and maximizing lifetime value. 

✅ Retaining Customers – The power of intentional customer service and win-back strategies. 

✅ Systems for Scale – Using automation and follow-up to multiply your marketing ROI. 

Rusty also shares lessons from his insurance days, practical pest control examples, and tips for turning lost customers into “win-backs.” Whether you’re a solopreneur or scaling a multi-million-dollar business, this episode delivers a blueprint you can sketch on a napkin and implement today!

Timestamps:

0:00 – Welcome Back to The Journey: Introducing the ACOR Principle 

0:31 – Rusty’s Background: Learning ACOR from the Quantum Club 

1:14 – What is the ACOR Principle? A Simple Framework for Any Business 

2:09 – Why Watch on YouTube: Visualizing ACOR with Rusty’s Hand-Drawn Diagram 

2:58 – **A: Attract** – How Marketing and Lead Gen Bring Prospects In 

4:47 – **C: Convert** – Turning Prospects into Customers with Sales 

6:30 – The Cost of Bad Conversion: A Dry Cleaning Story Gone Wrong 

8:49 – Training for Conversion Success: From 20% to 80% Close Rates 

10:03 – **O: Optimize** – Cross-Selling and Referrals to Maximize Value 

13:04 – The Referral Loop: Sending Customers Back to Attract 

14:55 – Handling “No’s”: Putting Non-Converters Back in the Funnel 

17:27 – Persistence Pays Off: Following Up for Years to Win Business 

19:28 – **R: Retain** – Intentional Customer Service to Keep Customers Loyal 

21:34 – Retention Tactics: Welcome Gifts, Newsletters, and Community Events 

24:45 – Analyzing Lost Customers: Turning 90% Retention into 92% 

28:02 – Winning Back “Lost Souls”: Strategies to Reclaim Past Customers 

31:11 – Applying ACOR Anywhere: From Pest Control to Restaurants 

34:06 – Scaling with Systems: Automating Follow-Ups for Free Marketing 

34:48 – Final Thoughts: Take ACOR to Your Team and Get Started 

🎙️ Connect with Rusty & Learn More

Email: [email protected] Visit The Journey Podcast online or follow on social media for more insights and inspiration.

📲 Follow The Journey Podcast

• 📘 Facebook: facebook.com/prewettpestjourney
• 📺 YouTube: youtube.com/@theprewettpestjourney
• 📸 Instagram: instagram.com/prewettpestjourney
• 🍎 Apple Podcasts: Prewett Pest Journey on Apple Podcasts
• 🎧 Spotify: Prewett Pest Journey on Spotify

EP 55: PEACO Fest 2025 – A Sneak Peak of Prewett Pest's Annual Company Kickoff

Welcome back to The Journey! In this episode, Rusty and the PPC team recap PEACO Fest 2025, their annual company-wide event designed to energize, educate, and engage their entire team.

Rusty, Brittney (Director of HR), Mike (East Alabama Service Center Leader), and Danny (Service Team Leader) share highlights, insights, and practical advice from this impactful event. From detailed logistics and planning tips to competitive team-building activities, guest speakers, and celebrating employee achievements, this episode is filled with practical strategies to foster deeper connections, enhance company culture, and drive growth.

Key Topics Covered:

✅ Event Planning Essentials – How they organized a two day event. ✅ Team-Building Activities – Insights into competitive and engaging team events. ✅ Leveraging Educational Sessions – Making the most of guest speakers and vendor partnerships. ✅ Employee Recognition & Motivation – The importance of awards and peer recognition. ✅ Protecting Your Brand – Strategies for maintaining a positive company image both internally and externally.

Rusty and the team also explore employee motivation strategies, the importance of maintaining a strong company culture, and practical insights for businesses of all sizes looking to host meaningful team events.

⏱ Timestamps:

0:00 – Welcome & Introduction to PEACO Fest 2025 0:30 – Purpose of Annual Company Retreat 1:10 – Timing & Significance of the Event 2:07 – Event Format & Sales Bootcamp 3:34 – Brittany Fannin's Introduction & HR Insights 4:08 – Brittany’s Experience & First Impressions 6:00 – Employee Connections & Event Highlights 8:40 – Team Competitions & PEACO Games Explained 9:11 – Team Organization & Core Values 10:11 – Competitive Spirit & Event Highlights 12:17 – Event Logistics & Planning Insights 14:14 – Employee Engagement & HR Perspective 15:49 – Final HR Thoughts & Advice 18:00 – Mike Fowler's Perspective & Event History 20:46 – Sales Bootcamp Details & Impact 22:31 – Event Day Activities & Awards Overview 25:06 – Operational Impact of Company Retreat 27:22 – Employee Recognition Program & MVP Awards 30:37 – Event Energy & Company Morale 31:11 – Team Competitions & Camaraderie 32:33 – Timing & Celebrating Team Achievements 34:32 – Encouragement for Hosting Company Events 35:47 – Vendor Partnerships & Value of Training 37:04 – Speaker Engagement & Employee Interest 39:15 – Danny Dunson's Introduction & Journey 41:02 – Danny's Four Rs of PEACO Fest 45:18 – Protecting the Brand: Employee Responsibilities 49:39 – Company Culture & Energy Reflections 53:55 – Employee Motivation & Personal Leadership 56:30 – Encouragement for Company Events 57:22 – Final Thoughts & Wrap Up

🔗 Connect with Prewett Pest Control:

📍 Facebook: https://www.facebook.com/prewettpestcontrol  📍 Instagram: https://www.instagram.com/prewettpestcontrol/ 📍 YouTube: https://www.youtube.com/@prewettpestcontrol642

🔗 Connect with The Journey Podcast:

📍 Facebook: https://www.facebook.com/prewettpestjourney 📍 Instagram: https://www.instagram.com/prewettpestjourney/ 📍 YouTube: https://www.youtube.com/@theprewettpestjourney

🎧 Listen now and get inspired to elevate your company culture!

EP 54: From Side Hustle to Scaling – How Magic City Pest Control Built a Multi-Million Dollar Business

Welcome back to The Journey! In this episode, Rusty Prewett sits down with Kenzie Prosch, owner of Magic City Pest Control, to discuss his unexpected path into the pest control industry and how he built a thriving business from the ground up.

Kenzie shares how a broken-down car led him into pest control, his experience bootstrapping the company with just $100, and the strategic moves that helped him scale to $2.5M in revenue. From door-to-door sales to leveraging Facebook marketing and acquisitions, Kenzie’s journey is packed with real-world lessons on growth, leadership, and business strategy.

Key Topics Covered:

✅ An Accidental Entrepreneur – How Kenzie fell into pest control and never looked back. ✅ Bootstrapping to $2.5M – Starting with just $100 and growing a profitable business. ✅ The Power of Networking – Why building relationships with competitors can fuel success. ✅ Acquisitions & Expansion – Lessons from buying businesses and entering new markets. ✅ Marketing that Works – How Magic City Pest Control scaled using Facebook ads and referrals. ✅ Avoiding Costly Mistakes – What Kenzie wishes he knew about marketing and lead nurturing.

Kenzie also dives into the importance of tracking KPIs, how to keep costs down while growing, and why revenue per mile is one of the most critical numbers in his business. If you’re in pest control or looking to scale a service business, this episode is packed with actionable insights you won’t want to miss!

⏱ Timestamps:

0:00 – Welcome Back to The Journey: Introducing Kenzie Prosch 0:27 – Magic City Pest Control: Kenzie’s Background & Business Origins 3:08 – First Steps into Pest Control: From Elementary Education to Entrepreneurship 5:18 – Early Challenges: Juggling Five Jobs While Starting Out 8:45 – Breaking into the Industry: From Technician to Branch Manager 12:16 – Scaling Up: Recruiting Sales Teams & Growing to 1,000 Customers 15:10 – Making the Leap: Why Kenzie Left His Corporate Job to Go All-In 18:08 – Bootstrapping the Business: Starting with Just $100 21:32 – The Power of Referrals: How One Customer Sparked Growth 25:40 – Facebook Marketing Success: Driving Leads for Just $25 per Sale 30:12 – Acquisitions & Expansion: Growing into Birmingham & Huntsville 35:16 – The Importance of Networking with Competitors for Business Growth 40:28 – Scaling Challenges: Managing Growth & Expanding into New Markets 45:10 – Key KPIs That Matter: Why Revenue Per Mile is a Game-Changer 50:42 – Lessons from the Journey: What Kenzie Would Do Differently 55:12 – Long-Term Vision: Goals for Magic City Pest Control in the Next 5 Years 1:00:01 – Final Thoughts & Where to Connect with Kenzie

🔗 Connect with Kenzie & Learn More: Visit Magic City Pest Control online or follow them on social media to stay updated.

📍 Follow The Journey: 📍 Facebook: https://www.facebook.com/prewettpestjourney 📍 YouTube: https://www.youtube.com/@theprewettpestjourney

🔊 Listen now and get inspired to take your business to the next level!

EP 53: Visit With EOS Implementer, David King, After PPC's 2 Day Annual Planning

Welcome back to The Journey! In this episode, Rusty Prewett sits down with David King, an EOS Implementer, to break down the Entrepreneurial Operating System (EOS) and how it has transformed Rusty’s business over the past three years. From quarterly planning to accountability charts, they discuss what it takes to implement EOS effectively and how it helps businesses scale while maintaining clarity, accountability, and simplicity.

If you've been considering EOS or need a refresher on how to get back on track, this episode is packed with real-world insights, including how Rusty’s company rebooted its EOS approach after hitting a plateau.

Key Topics Covered:

• What EOS Is & Why It Works – The six core components of EOS and how they keep companies aligned.
• Lessons from the Pandemic – How businesses running on EOS thrived through uncertainty.
• The Importance of Accountability – Why every role in a company needs ownership and clear measurables.
• Keeping It Simple – How overcomplicating systems can slow down growth and what to do instead.
• Building a Winning Team – How EOS helps get the right people in the right seats.
• The Power of Scorecards – Tracking key measurables to ensure business success.

Rusty and David also share game-changing leadership lessons, including why "inspect what you expect" is a crucial mindset for any business owner. Whether you're self-implementing EOS or just exploring better ways to streamline your operations, this episode is full of practical takeaways to help you grow.

🔗 Learn More About EOS & Connect with David King:

Visit eosworldwide.com and search for David King to find expert guidance on implementing EOS for your business.

⏱ Timestamps

0:00 – Welcome Back to The Journey: Introducing David King 0:21 – Revisiting EOS: Why Rusty Brought David Back After 3 Years 1:15 – What Does an EOS Implementer Do? 3:00 – How EOS Helped Businesses Thrive During the Pandemic 5:18 – Rusty’s EOS Journey: From Startup to Scaling 7:03 – The Power of a Reboot: Getting Back to EOS Basics 9:22 – The Six Core Components of EOS & How They Work 12:16 – How EOS Protects a Business from a Visionary’s Chaos 14:41 – Accountability Charts: Why Every Role Needs Ownership 17:00 – Simplifying for Success: The Key to Long-Term Growth 19:26 – The Role of Scorecards & KPIs in Business Performance 22:03 – Key Leadership Lessons: “Inspect What You Expect” 25:00 – Building a Strong, Trust-Based Company Culture 28:42 – Final Thoughts & How to Get Started with EOS

Follow The Journey:

📍 Facebook: https://www.facebook.com/prewettpestjourney📍 YouTube: https://www.youtube.com/@theprewettpestjourney

🔊 Listen now and take your business to the next level!

EP 52: Reflections and Resilience: Lessons from 2024 (Part 2)

Welcome back to The Journey! In this episode, Rusty Prewett continues his deep dive into 2024, sharing both the hard-fought wins and the unexpected challenges that shaped his company’s trajectory. If you missed part one, go back and catch up on the goals and benchmarks set for the year. Now, in part two, Rusty takes you behind the scenes of what it really took to grow a pest control business—from hiring key players to overcoming financial roadblocks.

Key topics covered:

• Celebrating Wins: The first-ever PEACO Awards trip, hiring pivotal leadership, and expanding into Huntsville.
• Building a Stronger Team: The impact of hiring a Director of Sales, an HR Director, and top-tier talent.
• Financial Challenges & Lessons Learned: The challenges of forecasting, cash flow planning, and finding the right bookkeeping partner.
• A Hard Hit from Google: Losing 1,500+ five-star reviews overnight and the determined comeback.
• Scaling for 2025: The importance of SOPs, fire prevention (not just firefighting), and strategic planning for growth.

Rusty also shares his mindset going into 2025, including an upcoming trip to the Scale event by Pest Daily. Whether you're in the pest control industry or simply navigating the ups and downs of entrepreneurship, this episode is packed with hard-earned wisdom and practical insights.

⏱ Timestamps

0:00 – Welcome Back to The Journey: Recapping Part One 0:35 – Why Reflecting on 2024 is Crucial for Growth 1:26 – Celebrating Wins: The First-Ever PEACO Awards Trip 3:07 – Hiring a Director of Sales & Their Shift to Operations 4:06 – PEACO Fest: The Annual Team Event & Special Guest Speaker 5:38 – Key Leadership Hires: Bringing in an HR Director & Recruiter 7:03 – The Game-Changer: How Our HR Director Made an Immediate Impact 9:03 – The Challenge of Financial Forecasting & Cash Flow Management 10:56 – Transitioning to FRAXN for Bookkeeping & The Learning Curve 11:43 – Expanding Into Huntsville: Acquiring a Mosquito Business 12:49 – Joining the Alabama Pest Control Association Board 13:26 – Challenges Faced in 2024: From Google Woes to Scaling Struggles 14:31 – Losing 1,500+ Google Reviews Overnight & Fighting Back 16:00 – Turning a Setback Into a Comeback: Rebuilding Our Reviews 17:00 – The Need for Scalable Processes & SOPs for Growth 18:25 – Fire Prevention vs. Firefighting: A Key Leadership Lesson 19:44 – Preparing for 2025: Why Strategic Planning is Essential 20:26 – Looking Ahead: Attending the Scale Event by Pest Daily 22:00 – Closing Thoughts: Lessons Learned & A Mindset for Success 23:08 – Call to Action: Leave a Review & Stay Connected

🔗 Follow the Journey: Facebook

📍 YouTube: https://www.youtube.com/@theprewettpestjourney 

EP 51: Reflections and Resilience: Lessons from 2024 (Part 1)

Welcome back to The Journey: Navigating Pest Control and Business! In this exciting episode, Rusty Prewett reflects on a whirlwind 2024 and kicks off 2025 with fresh goals and lessons learned. Join Rusty as he shares insights from a year full of challenges and triumphs, including:

• Achieving $1.8 million in new sales and lessons from ambitious targets.
• Growing the company to $3.7 million in revenue and expanding operations.
• Hiring and onboarding a stellar team while fine-tuning processes.
• Successfully entering a new market with a new acquisition.

From the sunny beaches of Destin, Florida, Rusty offers an honest, behind-the-scenes look at the ups and downs of growing a pest control business, proving that every setback is a setup for growth. Whether you’re an entrepreneur or simply curious about the pest control industry, this episode is packed with valuable takeaways.

Follow the Journey👇📈

https://www.facebook.com/prewettpestjourney

Watch on Youtube: https://www.youtube.com/@theprewettpestjourney 

0:00 Welcome to 2025: Reflections from Destin, Florida

1:02 Podcast Goals for 2025: Consistency and Growth

1:51 The Purpose of the Podcast: Documenting the Pest Control Journey

2:33 Recap of 2024 Goals: Wins, Challenges, and Lessons Learned

3:52 Starting from Scratch: Launching During the Pandemic

4:44 Scaling Up: Aiming for $3 Million in Revenue in 3 Years

5:37 2024 Goals Overview: Sales, Hiring, Training, and Expansion

9:52 Sales Goals: Targeting $2.7 Million in New Sales for 2024

13:22 Lessons from Falling Short: The Importance of Ramp-Up Time

15:09 Hiring Goals: Adding 7 Salespeople and Achieving 4 Hires

16:19 Building a Team: Onboarding and Training Successes

17:23 Revenue Growth: Ending 2024 with $3.7 Million

18:06 Focus on Retention: Processes for Termite, Pest, and Mosquito Services

18:46 Market Expansion: Entering Huntsville with a Mosquito Business Acquisition

19:10 Takeaways and Next Steps: Wins, Losses, and Lessons to Share

20:03 Looking Ahead: Plans for Consistency and a Fresh Production Team

20:22 Stay Connected: Follow Us on Facebook

In this special episode, we feature Rusty's keynote speech at the 2024 West Alabama SHRM Conference, where he highlights the journey of Prewett Pest Control in building a clear vision and strong workplace culture. In this episode, listen and discover powerful strategies for cultivating a strong organizational vision and driving a  positive workplace culture. Whether you're a business leader, HR professional, or simply passionate about effective leadership, this episode offers valuable insights into creating a vision-driven, culture-focused environment that leads to lasting success.

"Culture eats strategy for breakfast." 

Follow the Journey👇📈

https://www.facebook.com/prewettpestjourney

Watch the PEACO Fest 2023 YouTube video that Rusty shares with the group👇🎥

https://youtu.be/aAfZSOJ6wXQ?si=gwx2yt7fN2dPhO19

The Journey Podcast is alive! It's been 5 months since our last episode so Rusty checks in with a quick update.  Rusty and the team have been busy at Prewett Pest in 2024 as they've brought on new team members including a Marketing & PR Coordinator, HR Director, Director of Sales, 4 new Sales Professionals, and 4 new Service Professionals.  Additionaly, PPC has expanded into a new market with a company aquisition in North Alabama. 

Join Rusty in Part 2 of the 'Recap of 2023' as he reviews the previous year and talks about the kickoff of 2024. 2023 was defined as year of growth and CHANGE! After 14 years of owning and operating an Allstate Insurance agency, Rusty shares the details of selling the business, which was bittersweet, but allowed him to focus on growing the pest business. He also touches on developing new leaders in the organization, utilizing the company's Development Program. Is the program perfect? No. However, it helped to provide a framework for some key people who had a desire to grow professionally within the organization. There was also a big focus on taking the inside sales model to the next level by making it a focus to get better.  Additionally, Rusty touches on collection improvements, lead management, specialization in sales verses service roles, and engaging the outside sales team with bi-weekly book club calls and training.

Book Club: Book 1 https://www.ultimatesalesmachine.com/book-1a 

Book 2 https://www.amazon.com/Magic-Thinking-Big-David-Schwartz/dp/1785040472 

5 STEP SALES PROCESS: "Price is only an issue in the absence of value" "Be the orange!" BASPA 1. Build Rapport 2. Ask Questions 3. Sell Value 4. Propose a Plan 5. Assumptively Close!