PWIPM Virtual Meeting Notes

September 15, 2026 | Virtual Meeting

Attendees

Samantha Malone, Courtney Carace, Jessica, Lacey Bannister, Jen Blondo, Tabitha Williams, Brent Schafer, and Annie Dahl.

Featured Conversation: Courtney Carace, ACE – Pest-End

Samantha welcomed attendees and introduced Courtney Carace, ACE, COO and co-owner of Pest-End, for an open discussion focused on leadership, career development, employee engagement, and building strong company culture.

Courtney shared her career journey, beginning in a clerical role with her in-laws’ pest control business and ultimately becoming COO and acquiring the company with her husband in 2020. She discussed Pest-End’s growth from approximately $5 million to nearly $15 million and the importance of adding structure and clearly defined systems as the organization grew.

A significant part of that process was implementing EOS (Entrepreneurial Operating System) in 2021. Courtney discussed how establishing clearer roles, accountability, and processes helped support continued growth.

Developing Career Paths for Employees

Courtney shared several strategies Pest-End has implemented to help employees see pest management as a long-term career rather than simply a job. These include:

• Clearly defined career progression opportunities and expectations.
• Quarterly performance reviews tied to measurable metrics and potential compensation increases.
• Defined roles and responsibilities as the company grows.
• Using virtual assistants for appropriate administrative functions while maintaining clear expectations for each position.
• Creating opportunities for employees to develop professionally and advance within the organization.

The conversation reinforced the importance of showing employees what their next opportunity within a company can look like.

Employee Engagement & Recognition

Courtney shared several ways Pest-End keeps employees engaged across a geographically dispersed organization. The company uses Microsoft Teams and SharePoint to communicate and share information with employees throughout New England and New York.

The group discussed quarterly competitions and other activities that add fun and recognition to the workplace. Examples included photo contests, truck-decorating competitions, team challenges, raffles, and Pest-End Academy, which brought employees together for competitive activities.

Courtney also discussed employee recognition efforts, including weekly office gatherings, quarterly raffles with larger prizes, and sending annual company swag to virtual assistants in the Philippines.

Lacey and Jessica shared examples from their own organizations and discussed opportunities to incorporate more informal competitions and recognition into everyday operations.

Promoting Pest Management as a Career

A broader conversation developed around how the industry can better introduce young people to pest management as a viable skilled trade and career.

Courtney discussed Pest-End’s investment in community outreach, including a Community Outreach Coordinator and an internal recruiter who participates in trade schools, career fairs, and community events. These efforts are designed to increase awareness of pest management career opportunities and strengthen the industry's presence within local communities.

Samantha shared plans for WSPMA to participate in an upcoming Try a Trade event, giving high school students an opportunity to experience different trades through hands-on activities. She also discussed developing a Take Your Child to Work Day video featuring her 15-year-old to help introduce students to careers in pest management.

Jen shared her involvement with Leadership Howard County and local Chamber of Commerce activities, while Tabitha discussed Sprague's annual Day of Giving, which brings its branches together for community service projects.

Member & Leadership Updates

Jessica shared an update on a significant year of professional transition, including becoming co-owner and CEO/President of American Crawlspace & Pest Services following a partner buyout. She discussed taking on responsibilities previously handled by her father, who has largely retired, as well as work surrounding HR compliance, rebranding, and an upcoming software relaunch.

Lacey shared updates about organizational changes at Eastside and her enrollment in a High Performance Leadership certification program. The group also recognized her recent election as an At-Large member of the WSPMA Board.

Jen shared that after 12 years with American Pest, she has launched her own consulting company. She is also preparing for a January speaking engagement focused on helping pest management professionals better understand their financials.

Brent provided an update from Sprague Pest Solutions' Pasco branch following the conclusion of fumigation season, while Tabitha discussed upcoming community-giving initiatives at Sprague.

PWIPM & WSPMA Updates

The group also discussed increased interest in WSPMA leadership and volunteer opportunities, including multiple candidates seeking Board positions and growing participation in association activities.