Episodes
Court Parker is the second generation owner of Bug Busters, one of the southeast’s leading pest control companies. He has worked in the pest control industry for over 20 years and has helped to shape policy at the state and national level. In addition to serving on industry related boards, Court is regularly asked to share his expertise via podcasts, presentations, and classes. He currently lives in Atlanta, Georgia with his wife and three children.
Episode 1: Legacy in Motion: A Candid, Personal Conversation on Generational Transitions, Industry Leadership, and Innovation with Court Parker
In this episode of the Voice for... the Industry podcast, we’re diving into the real-life challenges and opportunities of generational transitions in family-run pest control businesses, along with the ins and outs of navigating acquisitions. We’re also discussing the power of relationships and networking in the industry, as well as how AI is shaping business today and into the future.
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Whether you’re in pest control, lawn care, or both, this episode delivers practical insights, forward-thinking strategies, and just the right dose of fun.
Court Parker, Bug Busters
Taylor Olson is a dynamic entrepreneur with a track record of turning innovative ideas into thriving companies. As the CEO and Co-Founder of Applause, he's on a mission to revolutionize employee engagement through real-time incentives and recognition that drive performance, retention, and customer satisfaction. Before Applause, Taylor was the founder and CEO of Slingshot Technology, leading the company to national recognition. With a law degree from UCLA and a business degree from BYU, Taylor brings sharp insight and bold vision to the stage!
Episode 2: 2 PART SPECIAL: From Slingshot to Applause - An Honest Conversation with Industry Trailblazer Taylor Olson
In two-part series, we sit down with Taylor Olson, a true pioneer in the pest control and lawn care space. From his early days at Slingshot to his current leadership role at Applause, Taylor shares the inside story of building, scaling, and evolving industry-shaping solutions.
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If you’re looking for real talk, hard-earned wisdom, and a glimpse behind the curtain of some of the industry’s most impactful innovations, these episodes are for you.
Taylor Olson, Applause
Breanna Neerland is the Vice President of Kwik Kill Pest Control, a family-owned company established in 1979. Since switching career paths from microbiology to pest control in 2015, Breanna has worked her way from service technician to her current role. She not only oversees all day-to-day processes but also constantly strives for the highest possible efficiency both in the office and on the road. Breanna encourages continual education and learning not only within Kwik Kill but also within the pest management industry. She holds four state certifications, is a state of Wisconsin Master Tech, and gained her ACE in April 2021.
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When she isn’t working, Breanna enjoys traveling and adventuring with her husband, Zach, and their dogs, Bulleit and Kora. From snowboarding to SCUBA diving there is never a dull moment!
Episode 3: Family First, Customers Always: Honoring the Past while leaping into the Future with Breanna Neerland
In this episode of Voice for the Industry Podcast, we sit down with Breanna Neerland for a candid and inspiring conversation about what it means to honor a family legacy while embracing the future. Breanna shares her experience navigating the complexities of ownership transitions in a family-run business, offering practical advice on balancing long-standing traditions with forward-thinking innovation. We explore the importance of industry involvement, giving back to the community, and staying grounded in values while adapting to change. Breanna also weighs in on the evolving role of AI in pest control and how it could shape the industry moving forward. Plus, she opens up about maintaining work-life balance in a fast-paced world. It’s honest, insightful, and packed with value for anyone leading a family business or driving change in their organization.
Andrea Dahlgren is the Senior Vice President of Business Development at A.R.M. Solutions, where she has been a driving force since 2010. With over 15 years of industry experience, Andrea specializes in accounts receivable management for pest control, lawn care, landscaping, and commercial cleaning companies. She is renowned for implementing diplomatic, flat-fee collection strategies that enhance cash flow while preserving valuable customer relationships. Andrea has spoken nationally on best practices in collections and plays a key role in shaping A.R.M. Solutions’ programs for service providers across the country. A.R.M. Solutions is proud to be the only collection partner of the National Pest Management Association—a reflection of the trust Andrea and her team have built within the industry.
Episode 4: Show Me the Money! Making Collections a Priority with Andrea Dahlgren
In this episode of the Voice for the Industry Podcast, we sit down with Andrea Dahlgren, Senior Vice President of Business Development at ARM Solutions. Andrea shares her journey from the mortgage sector to becoming a pivotal force in ARM's innovative approach to debt collection. Join us as we explore how ARM Solutions is redefining the debt collection landscape for pest control, lawn care, and other service industries.
Ashely Morrison is the co-owner of City Wide Exterminating alongside her brother, Chris, and husband, Dylan. With over 15 years of experience in the pest control industry. Ashley has held a variety of roles and remains actively involved at both the state and national levels. She is a graduate of the NPMA Executive Leadership Program and a former board member. She currently serves on NPMA’s Business Innovations and P3 Steering Committee, as well as the Public Relations Committee for the North Carolina Pest Management Association.
Outside of work, Ashley stays busy with her 3 children, enjoys traveling with her family, and serves as her kids’ full-time taxi so they can continue living their best lives!
Audrey Hall began her pest control career working at her family business, Buffalo Exterminating. When her parents sold the company so they could flee the frozen tundra of upstate New York and move to Florida, as many do, Audrey, then a brunette, took over a small pest control company, EcoServe Pest Services. Audrey realized early on that the road to a successful community was hiring the right people, making sure customers come first, and being active in the community. Through Audrey's many social media posts, it's evident EcoServe plays a pivotal role in their local community by supporting education, various charities, and neighboring businesses. Audrey is very active in the industry and held many positions in the NPMA. Audrey loves spending time with her daughter, her beloved dogs, and she enjoys seeing her many friends throughout the country as she travels to support EcoServe and the Industry.
Episode 5: From BFFs to Industry Forces: Friendship, Pest Control, and the Power of Collaboration
In this episode of "Voice for the Industry," join hosts Raymond Kidwell, Audrey Hall, and Ashley Morrison as they delve into the transformative power of industry associations. Discover how active participation in these groups has not only shaped their careers but also fostered a sense of community and collaboration. Audrey and Ashley share personal stories of growth, the importance of networking, and the invaluable lessons learned from their involvement in industry events. Tune in to explore how these associations can be a catalyst for professional development and success.
David Billingsly is the president and founder of the Billingsly Group, a coaching and consulting firm for the service industry that was founded in 2022. With over 33 years of experience in the service industry, which includes 19 years in the pest industry, David is focused on coaching and consulting services for both small and large service-based businesses. His expertise is in working with senior leaders and leadership teams to assess and address their strategic business decision making and leadership challenges.
Episode 6: Built to Last: Evolving Pest Control with Smarter Training & Leadership with David Billingsly
Join us on the Voice for the Industry Podcast as we delve into the inspiring career journey of David Billingsly, founder of the Billingsly Group. With over 33 years of experience in the service industry, including 19 years in pest control, David shares his transition from retail management to becoming a leader in coaching and consulting. Discover how his firm, established in 2022, empowers service-based businesses by focusing on strategic decision-making and leadership challenges. Tune in to learn from David's unique insights and his passion for developing mid-level management training programs that address industry bottlenecks. Don't miss this engaging conversation filled with valuable lessons and a touch of humor.
Thomas Welsh is the Founder and President of Affiliated Technology Solutions, the parent company of Voice for Pest, Voice for Turf, and Voice for Pros. With both a Bachelor's and Master's degree in Electrical Engineering from Rutgers University, Tom launched his entrepreneurial journey in the 1990s with a simple computer repair business. Over the decades, he has transformed Affiliated Technology into an industry leading Managed Service Provider, delivering comprehensive voice and data solutions to small and mid-sized businesses across the nation. For the past decade, Tom has focused his efforts on innovating within the Home Services industry. Leveraging long-standing industry relationships, a dedicated team, and a highly skilled development group, he continues to drive the creation of cutting-edge, purpose-built technology solutions that empower service professionals and streamline business operations.
Episode 7: The Vision Behind the Voice: Building VFP and Embracing What's Next with Thomas Welsh
Join us as we explore the remarkable journey of Voice for Pest, a leader in integrating AI and technology within the home services sector. This episode reveals how Thomas Welsh developed ATS to evolve, leveraging cutting-edge innovations to enhance service delivery and customer satisfaction. Discover the strategies and technologies that have propelled Affiliated to the forefront of the industry, and learn how they continue to shape the future of home services. Don't miss this insightful look into the evolution of a tech-driven pioneer.
Evan Unick is the Founder & Principal Consultant at Octane Insights, where he helps high-growth home-service brands turn operational chaos into repeatable, customer-centric profit.
As the former VP of Customer Solutions at Aptive Environmental, Evan led a full contact-center transformation that boosted NPS by 67 points and added nearly $20 M in annual recurring revenue. Today, he blends deep CX expertise with data-driven operational fluency frameworks, showing teams how to spot their single biggest constraint, and fix it fast.
Episode 8: The Prism Perspective: Clearer Thinking for Better Results with Evan Unick
In this episode, we delve into the critical role of root cause analysis in driving business success. Discover how identifying and addressing the underlying causes of issues can lead to more effective problem-solving, improved processes, and sustainable growth. Join us as we explore real-world examples and expert insights on implementing root cause analysis to enhance decision-making and foster a culture of continuous improvement.
Brian is the part-owner of Pest SOS (a contact center, consulting and training company for PCOs), and founder and CEO of Context Overlay (a click-by-click training tool). With a background in construction and project management, work experience running multi-million dollar projects in multiple fields, and 8 years in the pest control industry, Brian has seen how leveraging technology can increase scalability, by creating efficiencies and lowering overhead. He is in the process of completing his Ai certification through Kane Mincus and has been working diligently to create solutions to revolutionize how employees are trained.
Episode 9: Brian Starnes on Building Pest SOS and the Shift Toward Smarter Solutions
In this episode, we delve into the fascinating transformation of pest control call centers. Discover how technology and customer expectations have reshaped the industry, turning traditional call centers into dynamic customer service hubs. Join us as we explore the challenges and innovations that have driven this evolution, and hear from industry experts about the future of pest control customer service. Tune in to learn how these changes impact both businesses and customers alike.
Brian is the part-owner of Pest SOS (a contact center, consulting and training company for PCOs), and founder and CEO of Context Overlay (a click-by-click training tool). With a background in construction and project management, work experience running multi-million dollar projects in multiple fields, and 8 years in the pest control industry, Brian has seen how leveraging technology can increase scalability, by creating efficiencies and lowering overhead. He is in the process of completing his Ai certification through Kane Mincus and has been working diligently to create solutions to revolutionize how employees are trained.
Episode 10: Bug Data & Brain Power: The AI Evolution with X-Rai Labs
In this episode, we dive into the transformative power of AI in the business world. Discover how AI technologies are reshaping accountability practices and driving customer retention strategies. From predictive analytics to personalized customer experiences, learn how businesses are leveraging AI to build trust and foster long-term relationships with their clients. Tune in to explore real-world examples and insights from industry leaders on the future of AI-driven accountability and retention.
SVP of Industry Solutions. Jon has been with Xima Software for the past 14 years and has spent his 20+ year career in the telecom/contact center space. Jon has the unique role working with customers and product teams to determine what solutions will impact the industry and business alike. He is excited to see how AI is impacting customer experience and helping companies expand their reach. Jon received his Undergraduate Degree from the University of Utah in 2008 and then went on and receive his Masters of Business Administration (MBA) in 2014.
Natasha Sohn is a Partner Relationship Manager with five years of experience in the telecom and contact center space. She works closely with partners and customers to drive cloud communication strategies that improve operations and customer experience. She’s especially interested in how AI can streamline business processes and free teams up to focus on high-value, human-centered work. Natasha earned her bachelor’s degree from the Edward R. Murrow College of Communication at Washington State University in 2018. Originally from Seattle, Washington, she has supported organizations across the globe in future-proofing their communications.
Episode 11: Contact Center Innovation: Omnichannel and Integrations with Xima
In this episode, we explore how small businesses can leverage multi-channel communication to enhance customer engagement and drive growth. Discover the advantages of reaching your audience through various platforms, from social media to email marketing, and learn practical tips for implementing a cohesive strategy. Tune in to uncover how multi-channel communication can transform your business operations and customer relationships.
Kevin’s 30 year journey through Pest Management has provided him the opportunity to participate in small family businesses as well as the corporate global world. He started as a pest control technician in 1993 and had the opportunity to work his way through different roles over the years. Exiting as a partner at EnviroPest in 2020 and then making the transition to coach, trainer and consultant.
Over the years, Kevin has been invited to teach on developing leaders and building company culture both nationally and internationally. Speaking at NPMA and State events as well as being invited to speak to over 400 business leaders in Rome, Italy. Today Kevin works through his Action Leadership business to help Leaders and Teams to grow together and build success.
Kevin has been married to Kimberly for over 30 years. They love to travel and find adventures to experience all over the world. In 2022, they moved to Florida to be closer to their daughter, Chesnii. A year later, their son Eric followed. This May, they became grandparents to a beautiful little girl named Zoa.
Episode 12: Beyond Bugs: Relationships, Training, and Giving Back with Kevin Lemasters
In this episode of the Voice for the Industry podcast, host Raymond Kidwell sits down with Kevin Lemasters, a seasoned expert in pest management. Kevin shares his journey from a pest control technician to a leader in the industry, discussing the importance of leadership, company culture, and the power of community connections. Tune in to hear about Kevin's experiences, insights on developing future leaders, and his passion for giving back to the industry that has shaped his career. Don't miss this engaging conversation filled with wisdom and practical advice for anyone in the pest management field.