June 2023


Along Came  A Spyder – Selkirk

 Balson Preventative Solutions – Midland

 CK Evolution Pest Solutions – Chatham

 Davey Tree Expert Company – Ancaster

 Drake Pest Management – Sydenham

 Exit Wildlife – Kirkfield

 Get ‘Em Out Wildlife Control – Stittsville

 Pest Line – Maple

 Pestisect Pest Control – Brampton

 PestSource – Ottawa

 The Rat Man – Burlington


Elizabeth Naylor, SPMAO President

As President, it is my goal to establish and reestablish membership connection, through networking and growth of the association. Our workshops are currently being planned and we are looking forward to our first face to face conference since 2020, happening in January 2024. Our board remains busy working on bringing more educational opportunities to our membership, along with special projects that I hope will engage our membership by joining sub-committees.

I’m honoured to be President of the association my grandfather and father were part of creating in 1947. Growing up in the industry, I’ve seen may changes, including the growth of women choosing our industry as their profession This year, for the first time ever, the SPMAO Board of Directors has more women than men representing our 160+ Members.

I am pleased to present your 2023 Board of Directors:

Elizabeth Naylor
Dusana Bondy
Paolo Bossio

Geoff Walsh
Sharon Izzo
Jacki Harkness

Bill Hughson
Rachel Mendes
Mike Dunn


We know that not all SPMAO Members may utilize methyl bromide but feel that it is essential and very important that we keep as much as possible in our toolbox. The world is constantly changing and there are no guarantees moving forward that other materials we use may be targeted.

Health Canada’s Pest Management Regulatory Agency (PMRA) is currently conducting a re-evaluation of methyl bromide (Sub. No. 2020-0310). Products currently registered for use as quarantine or pre-shipment fumigants in Canada include Meth-O-Gas Space Fumigant (PCP# 9564) and TCC Methyl Bromide Fumigant (PCP# 19498).  PMRA is seeking information related to how methyl bromide is typically used in each facility for the past 5 years. You have been identified as a potential user of methyl bromide based on the registered use pattern found on product labels.

Please find attached an Excel spreadsheet that describes the information that PMRA is requesting, and information must be provided in the attached Excel template.  Given that we are requesting information up to 5 years ago, it is recognized that some details may not have been recorded at the time of treatment and may no longer be available. In situations where the requested specific information is not available at an individual treatment site level, please provide available general information such as an overview of stack heights (i.e., minimum, maximum and typical) of facilities. This information can be addressed in the comment section.

We would request that you provide any input by August 10, 2023.  Please submit electronic copies of the requested information to the email address: stefania.arlotta@hc-sc.gc.ca. We may reach out for further clarification once the information has been submitted.  The intent of collecting this information is to aid in the review for methyl bromide by using information that is current and accurately reflects real-world practices and circumstances. Information gathered will respect both privacy and confidentiality, and the general aggregated information will be considered in the reviews. Please specify if the information provided should be identified as trade secrets or confidential business information (CBI).  Additionally, collection of this information is not intended for compliance purposes.

If you are using methyl bromide, your input during this re-evaluation is valuable.
Please feel free to forward this email to any relevant user groups (using methyl bromide) we may not have reached.

Should you have any questions, please contact
Stefania Arlotta at stefania.arlotta@hc-sc.gc.ca

Regards,Stefania Fawcett (Arlotta)

Re-evaluation Coordinator, Value Assessment and Re-evaluation Management Directorate
Pest Management Regulatory Agency
Health Canada / Government of Canada

stefania.arlotta@hc-sc.gc.ca / Tel: 613-324-4682

Coordonnatrice de réévaluation, Direction de l’évaluation de la valeur et de la gestion des réévaluations
Agence de réglementation de la lutte antiparasitaire
Santé Canada / Gouvernement du Canada

stefania.arlotta@hc-sc.gc.ca / Tél: 613-324-4682


We are pleased to announce we are in the beginning stages of starting an Ontario chapter of Professional Women in Pest Management.

We invite you to encourage the women on your teams to get involved by sending an email to rachel@lastcallpestcontrol.com to express interest in this very exciting project. This will be an opportunity for fellowship and collaboration and to encourage growth and success among the women in this industry.

More to come!

Rachel Mendes | SPMAO Director


The Crucial Role of Customer Service in the Pest Control Industry

In the highly competitive pest control industry, where numerous companies offer similar services, the quality of customer service plays a paramount role in setting a business apart from its competitors. Customer service is not merely a peripheral aspect of pest control services; it is a vital component that can greatly influence customer satisfaction, loyalty, and ultimately, business success. This article highlights the importance of customer service in the pest control industry and explores how it can significantly impact a company’s reputation, customer retention, and growth.

1. Building Trust and Confidence:
Effective customer service is crucial in building trust and confidence between pest control companies and their customers. Homeowners and businesses entrust pest control professionals with the responsibility of addressing their pest-related issues. By providing prompt, reliable, and knowledgeable customer service, companies can instil confidence in their customers that their pest problems will be addressed efficiently and effectively. Trust is the foundation of any successful business relationship, and it is no different in the pest control industry.

2. Enhanced Customer Satisfaction:
Customer satisfaction is a key driver of business success. By offering exceptional customer service, pest control companies can ensure that customers needs are met, and their expectations are exceeded. Engaging with customers in a friendly, empathetic, and professional manner not only resolves their immediate concerns but also enhances their overall experience with the company. Satisfied customers are more likely to become repeat customers and recommend the company to others, thus generating positive word-of-mouth and expanding the customer base.

3. Effective Communication:
Clear and effective communication is essential in the pest control industry, where customers often have questions, concerns, or require guidance on pest prevention measures. Promptly addressing customer inquiries, providing detailed explanations, and offering proactive advice can significantly enhance the customer experience. Communication should be transparent, proactive, and personalized, ensuring that
customers feel heard and valued. This not only fosters customer loyalty but also helps prevent potential misunderstandings or dissatisfaction.

4. Handling Complaints and Resolving Issues:
No business is immune to occasional customer complaints or service-related issues. However, the manner in which these situations are handled can make a significant difference. When customers face problems, they expect a prompt and satisfactory resolution. A customer-centric approach that focuses on listening, understanding, and resolving issues demonstrates the company commitment to customer satisfaction. By addressing complaints with empathy, professionalism, and a genuine desire to rectify
the situation, pest control companies can turn a dissatisfied customer into a loyal advocate for their business.

5. Differentiation and Competitive Advantage:
In a competitive industry such as pest control, providing excellent customer service can be a key differentiating factor. When multiple companies offer similar services, exceptional customer service becomes a distinguishing characteristic that sets a business apart from its competitors. Positive experiences and recommendations from satisfied customers can create a strong reputation and brand image for the company. By  consistently delivering exceptional customer service, pest control companies
can gain a competitive advantage and establish themselves as industry leaders.

In conclusion:
In the pest control industry, where customer trust and satisfaction are pivotal to success, investing in exceptional customer service is a strategic imperative. By prioritizing effective communication, addressing customer concerns, and consistently exceeding expectations, pest control companies can foster long-lasting customer relationships, enhance their reputation, and drive business growth. Superior customer service should be at the forefront of every pest control company mission, as it not only ensures customer satisfaction but also lays the foundation for sustained success in an increasingly
competitive marketplace.

Jacqueline Harkness | SPMAO Director



Tuesday, October 24th, 2023

Thursday, October 26th, 2023

January 23 – 25th, 2024


We invite you to contibute!

Please send your articles to info@spmao.ca.


Structural Pest Management Association of Ontario
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