Offering a Helping Hand Across Brands

Rollins, Inc. may own brands that operate in different markets and serve different customers, but we are all part of something bigger. Together, we form a network of teammates who rely on one another to deliver on our promises. It’s what we mean when we say we are essential together. We all put others first, stepping in when it matters most, and recognizing that none of us can be at our best on our own. When we support each other across brands, we strengthen not only our teams, but the experience we deliver to every customer we serve.

As just two of the many Rollins brands, Waltham Pest Services and Western Pest Services proved recently they both live by that standard. They don’t often overlap or treat the other brands’ customers since Waltham services all of New England including the northern part of Connecticut and New York State while Western works in New Jersey, Pennsylvania, Maryland, Delaware, New York City, and the southern portion of Connecticut. But when you see someone in need, someone you can help, neither team blinks an eye.

Recently, Hope Bowman, Agawam Branch Manager for Waltham Pest Services had a rather widespread customer contact them with an issue with wasps/bees at one of their locations in Mt. Carmel, NY. It was one of those issues that needed immediate attention. As so often things go, the regular New York state technician happened to be on vacation. Not settling for that and to make sure the team went above and beyond, Hope made a (slightly panicked) call to sister brand, Western Pest Services, for help. And just like sisters, the two brands supported each other. She explained the situation to Western Region Manager, Vinny Cicileo, while hoping a technician from the NYC Western branch could help.

And help they did! NYC Branch Manager, John McGowan, got a technician out there that same day. Not only did that help the customer, but it also helped the Waltham customer service representative, Theresa Thrun that was working to rapidly help the customer. To say she was highly relieved is an understatement. And team was hopeful they could return the favor one day.

So when Vinny Cicileo thought his team may not be able to deliver on a promise to a loyal customer, he knew who he could count on. The NYC team had committed to a full canine sweep of a very high‑profile hotel. A VIP guest had booked the entire property, with the requirement that all 359 rooms be inspected and cleared by a canine prior to arrival. The Western team thought – no problem. Until there was one.

Everything was lined up and going completely to plan when, shortly after the inspection was confirmed, one of the two canine handlers supporting the NY/NNJ region experienced a medical emergency and went out on extended leave. With the risk of not being able to deliver on a very visible commitment, Vinny reached out to his counterpart at Waltham Pest Services, Region Manager Chris Weppert for help with this critical customer situation in New York City.

Without hesitation, Chris stepped in to support the NYC team. He and the Waltham canine handler, Monique Laperriere, went above and beyond. Monique in particular made a personal sacrifice and jumped in without question to support the Western team. Thanks to Monique’s commitment, along with great collaboration and flexibility across teams, working in tandem with Western’s senior canine handler Peter Mattiace, they were able to coordinate resources and complete the inspection exactly as promised.

“In the end, we didn’t just meet expectations,” said Vinny, “we exceeded them and ensured complete customer satisfaction.” This was a great example of teamwork, partnership, and customer commitment across brands.

Stepping up and helping a teammate out – even if they aren’t in your actual company, is the kind of thing people seem to do behind the scenes. Both teams at Waltham and Western aren’t looking for credit. They are just doing the right thing – even when nobody is looking. We’re just glad people happened to be looking these two times! Celebrating showing up for customers – whether they’re your own or not – and for other brands’ teammates just seems to be how these two brands operate. They just do it together because they know, at the end of the day, their strength is in their unity, their partnerships, and their teammates. Good job to all involved. It makes us all proud to be on the same teams!