Summer Dougan: 'We can integrate everybody’

Another in a series

By Eddie Wooten

Summer Dougan can see the change coming, not just at EcoGuard Pest Management but across the pest control industry.

"We've had years and years that set up societal roles and divisions of things," says Dougan, a pest solutions specialist and executive assistant based in Tennessee. "We are in new times. 

"We've had a female tech previously; we just hired another one. It's great, and it definitely sets a tone that women can do more than just office roles or CSRs."

Women, according to the most recent U.S. Bureau of Labor statistics report, make up just 5.1% of pest control workers, or technicians, in the United States. Some in the industry believe the percentage should be higher, that the data might not offer a true picture. 

Dougan attended the National Pest Management Association Women's Forum in Atlanta in May. A record 400 women and men attended the networking and leadership development event.

And Dougan is eager to see women continue to serve in new ways in the pest control industry.

"We have a woman helping draw routes," Dougan says. "In some offices, they just imagine the women being the front. The CSR is the front line of communication, but we have a lot of women who are hands-on, which is super-cool. 

"It's great rather than it just being a boys club. We can integrate everybody."

Dougan recently fielded questions for the FieldRoutes series Showcasing Women In Pest Control.

My position

Pest solutions specialist and executive assistant

EcoGuard Pest Management, Nashville, TN (EcoGuard is in six states; headquarters in El Dorado Hills, CA)

"I do sales and whatever else needs assistance in the office. If we're working with fleet vehicles, we're booking travel, we're doing home shows. There's a handful of things I assist with on top of doing sales.

"We have a few different pipelines for leads; all of our sales reps are on most of the pipelines. I do have some things I take over by myself and manage. But we have our inbound calls, and we utilize different platforms to generate leads, our emails. Just following up with customers and going through the Rolodex every day to ensure that people are getting taken care of, we're touching base, making sure that they're getting communicated with."

Years in pest control industry

2

A career I once envisioned and how I got into pest control

"I knew I wanted to be involved in the marketing industry, somewhere I could be creative or I could input my own thoughts but also collaborate with others. Working in the pest control industry with EcoGuard just organically happened. We are a family-owned and -operated company, and every employee, technician, manager – we all work and collaborate like we are a family. There is freedom and flexibility where we can integrate our own ideas. They might not always stick, but we definitely have a voice to do so.

"I didn't imagine myself being in this industry, but I have learned so much to love it and I've expanded my knowledge. You feel a certain form of confidence when you're on the phone and you're not seeing somebody face-to-face. But I was able to connect with people going to home shows and doing outside sales events. I have a passion for helping people. I’m able to connect with people. I'm able to be more of a voice for people within the community, and I just love that part. It always leaves me feeling warm inside."

What the pest control industry is all about for me

"People should be knowledgeable about what's being sprayed and treated and about the ecosystem of their home. I love that we can enlighten our customers but also meet their requirements and make them feel comfortable. Even if we're not making a sale on the phone, just being able to answer people's questions or help guide them in the right direction is definitely all part of the game."

The biggest misconceptions about women in pest control

"I've heard people talk about women being technicians. I personally think it's awesome. Not everyone is willing to go out there and do the hard work and labor that they do. There is so much grace.”

A mentor

"Everyone I've worked for or I've had the experience to help – just brutal honesty and tough love. Being able to tell somebody where they went wrong and where they can enhance themselves and being able to be receptive to that information is huge."

The benefits of organizations for or led by women

"There are some events I've gone to in California when I was living there. It wasn't necessarily part of a group, but they'd host events where you can connect to network with other females in the professional industries nearby. 

“You're able to look at what else is possible. It brings new ideas. There are things we just don't think of because we're not open to it, or we just haven't been introduced to these ideas. Being able to speak with women, especially in different geographic areas, is helpful because you're able to see what they're offering or what they're doing on their scale."

My biggest challenges

"Maintaining the pace. The pest control industry is forever changing. There are so many new regulations. You have to really keep on top of everything that is required. 

"Another big thing would be competitors. So many people have now gotten into the pest control industry. It's so lucrative. So just finding that right medium to set yourself apart from others. You might have five stars, but this person has a better price and some of your customers aren't going to care about the five-star quality. They're going to care about what they're paying. So being able to decipher humans' wants and wishes and being able to also present yourself in a different light than other companies and your competitors."

My biggest opportunity

"Being able to integrate add-on services is huge. At every location that we're opening, finding what's catered to their market and being able to do add-ons would be huge. That's where most of the extra commissions and subscription plans are coming from. I'm interested to see how the future of technology takes over in the pest control industry, as it has with every other industry. There will always be a need for jobs and people. The human brain is priceless."

A woman's superpower in pest control

"Women have a unique sense of serenity and peace. This could be biased, but for example, getting an upset customer on the phone, sometimes you're going to have a different feeling speaking to a woman who might be a little bit more empathetic than a man who's thinking logistically and just wants to find a solution. Sometimes people really do just want that ear, and they just want to vent or to rant. They might not even be super-upset, but it's just something that triggered them in the moment.

"Not every day is paradise. I've experienced customers who have called in very upset or just with a stink attitude, and they'll call back and apologize. I'm like, 'You know what? It's OK. We all have those days. We're still here to help. Everything could be worse, so we're all good.'" 

My advice to a woman starting out

“Take a chance. You don't know how things are going to end up for you until you test it out. You might be going into a new industry and starting at the bottom, but that's how you're going to build a strong foundation. You can figure out while building if it's something that you want to do long-term.

"Don't be intimidated. That's way easier said than done, but most people started out at the bottom and they had no idea what they were doing, and they had people hold their hands."

In Case You Missed It

Previous entries in FieldRoutes' Showcasing Women In Pest Control series:

Showcasing Women In Pest Control: ‘A Needle Moved’ (April 30, 2024)

Dominique Stumpf: ‘Women will just figure it out’ (May 2, 2024)

Tithaney Bray: 'Insects can do whaaat?' (May 7, 2024)

Essence Blackhurst: 'What in the world?' (May 9, 2024)

Nicolette Hurley: ‘I can do it’ (May 14, 2024)

Mariah Vera: Women bring the ‘go-get-'er-done’ (May 16, 2024)