Company Background

Formed in 2001, Pestbusters provides a range of services centred on removing a variety of unwelcome ‘little visitors’. They are trained to cope with anything from rats to rabbits and birds to bedbugs. The company has grown quickly employing nearly 20 people and has now expanded to include Gardenbusters and Hygienebusters. Managing Director, David Nash comments: "When I started the business there was just me, a van and some materials. I literally went knocking on the doors of large organisations seeking business. Happily for us, the companies I approached were prepared to give a small company a chance.”

The Challenge: Employee Development

As the company grew, its customers were keen for it to retain the personal service they had become used to. However with the rapid growth Pestbusters was experiencing, this became a real challenge. David Nash decided to look at the Investors in People Standard as a tool to help him attract and motivate the right staff. This has worked so well that the business continues to use the principals in staff training and progression, and it has just been successfully reviewed against the Standard three years after its initial recognition. David comments: “To help us with the process we used an experienced advisor from the West Midlands Quality Centre, and he was able to give us lots of practical help. His advice on how to deal with certain staff issues was also well received and helpful.” David found that when running a small business it was easy to become swamped in his daily duties and not take the time to properly delegate and communicate what is expected of your staff. He says: “If you want to build your business, rather than take a quick profit, you need to put into place some structures like those developed by Investors in People.” He continues: “The framework ensures that staff are fully trained and understand what is expected of them in their roles. This is reflected in the quality of work they do for your customers, directly affecting whether that customer buys from you again. “ David also suggests: "Systems are important for businesses, perhaps more so for one that is small and growing quickly. It makes sense to incorporate the Investors in People Standard principles from an early stage."

The Results

David says: "Through careful selection and development, my staff have a positive attitude towards the business and give our customers a superior personal service which is all important to the success of our business." David believes that achieving Investors in People recognition is of huge benefit to small businesses. He states: “It sets down the basic structures for all aspects of people management. I know that every member of my staff is welcomed to the company in the same way through the induction process. This provides all the relevant information to help them quickly integrate with the other staff.” He adds: “Regular communications meetings keep staff up to-date and a clear appraisal process ensures that they receive the appropriate training and development opportunities." David also believes that Investors in People has helped his company run in a more efficient manner. He says: "We now have regular meetings that give staff the chance to air their views and concerns. Minutes are recorded and reviewed, and key issues are included in our business plan at the beginning of the year.“ The increased interaction has given staff added confidence in their ability to deal with customers, and it allows them to raise issues and achieve a solution. It also encourages plenty of ideas which help move Pestbusters forward. David concludes: “Having achieved the Investors in People Standard, we are proud of the fact that we have had no customer terminations due to poor service, and no ongoing complaint calls.”