10 Questions with a Pro!

We're back this month with our series of ten questions with a pro. Every other month, I’m interviewing a “pro” to find out what they do, how they do it, and how it helps pest control efforts. Today, we are talking with the incredible Nancy Troyano!

1.     Give us the quick version of what you do?

I’m the Director of Operations Training for Rentokil-Terminix, the world’s largest pest control company. I lead teams of experts who train over 10,000 technicians and managers—making sure they practice pest management the right and responsible way to protect themselves, our customers, and the environment.

Chelle – Training is super important!

2.     What got you into this, how did you get into pest control?

Like many in this industry, pest control wasn’t part of my original plan! After earning my PhD in Entomology, I set out to teach—what I thought was my dream job. But we were in a recession and my teaching offer was rescinded after I had already moved to the area. I suddenly found myself stuck and searching for a new path.

An advisor suggested I explore pest management, and I soon interviewed with Rentokil’s headquarters because it was near my new home. There weren’t any technical openings at the time, so I started out running a residential and commercial route as a technician. I quickly fell in love with the industry, and it turns out that running a route was the best thing I ever did for my career, because it gave me true perspective and the hands-on experience I needed to develop the best, most relevant training.  Just as important, it gave me the “street cred” I needed to stand up in front of technicians and be taken seriously---rather than the bug chick nerd from academia!

C – There’s the old adage of those who can’t do, teach. But it’s completely the opposite! Those who can, teach!

3.     What’s one thing you wish people would know or understand better when it comes to pest control?

I cringe whenever I hear us being referred to as exterminators.  I wish more people understood how much our profession has evolved. Pest management is a science-based industry and that means extensive training and required licensing.  “Exterminators” are pest management professionals with an array of career and credentialing opportunities in an amazing, dynamic and innovative industry. We are all about protecting people, property, and the environment, NOT JUST “SPRAYING CHEMICALS,” DARN IT!!!

C – People forget that pest control IS public health!

4.     What do you think the biggest challenge for pest control companies is right now?

One of the biggest challenges right now is the growing mistrust of chemicals—people want greener, non-chemical solutions. At the same time, state laws and regulations around pesticide use are becoming stricter, which raises the bar even higher. The good news is that our industry is also becoming more environmentally conscious. The path forward is a truly integrated approach: investing in technology to track and predict pest trends, and being open to innovative non-chemical solutions that allow us to manage pests responsibly.

C – Yeah, I’ve asked pests nicely to leave the building but it doesn’t seem to work.

5.     What changes do you predict in the next 5-10 years?

In the next 5–10 years, technology will transform pest management. Automated traps and connected monitoring devices will allow for remote control, freeing up valuable technician time. The real opportunity will be in how that time gets reallocated—requiring strong critical thinking to deliver even better service. Just as important, we’ll need to emphasize ethics, ensuring that new tools are used responsibly to provide safe, effective, and sustainable pest solutions.

C – I’m definitely excited for the technology part.

6.     You work in training professional pest control folks, explain that like you would to a five year old.

I teach grown-ups about bugs that are pesty. We learn all about what they eat, how they live and where they hide.  If we know these things, we can make sure that they don't eat the food we are eating or live where we are living.  We make sure they mind their own business and not bother us or our pets!

C – That is beautiful! Great job!

7.     What do you think people get wrong about this kind of training?

People often underestimate how complex pest management training really is. I’m not teaching folks how to stomp on bugs or use a can of spray—I’m teaching them pest biology and behavior and linking that to pest management. And, with so many different species and complicated life cycles, the training is about equipping our teams to manage pests safely, effectively, and responsibly.

C – And as you said before, training is so important to do that.

8.     Pest control is affected by how you do it. What are your tips for pest control that you give to newbies?

I tell newbies to think of themselves like doctors. Their job is to inspect and diagnose, then prescribe the right treatment plan. That means pest management comes with BIG RESPONSIBILITY—you have to know all about your “patient” (the pest), so studying biology and behavior is essential.  You also need to understand the tools and solutions that will work best, so always read and follow labels. The customer, pets, and property are in your hands---YOU are the professional so you need to make informed decisions!

C – That is such a great analogy!

9.     What new “stuff” are you working on that we can look forward to?

Working for a large global company means there’s always something new in the pipeline! With recent leadership changes, we’re on an exciting path to deliver even better training for our frontline teams. We’re turning training into true learning experiences by leveraging AI, expanding hands-on in-person opportunities, and meeting today’s learners right where they are. A big focus is shifting from “just in case” to “just in time” learning—providing quick, accessible resources that support our people in the field exactly when they need it.

C – I can’t wait, we will check back in with you in a few years!

10. If you were any of our pest species, what would you be and why?

This is a tough one because I want to say cicada because I'm loud and I love to belt out a good tune but cicadas aren’t really an urban pest species.  I’m going to go with an American cockroach because I too, am peridomestic---I thrive in the outdoors but I also love to curl up indoors in warm cozy spaces ---these days to listen to books while playing games on my phone.

C – I can totally see that, great pick!

11. Any last words?

If I have the floor, I must put a plug in for my very favorite Arthropods: crabs (the crustacean kind!).  From their bright colors and sideways gait to their sassy attitudes---I find crabs both adorable and fascinating. From an evolutionary perspective, crabs are extraordinary! Evolution keeps reinventing crabs because their body plan is one of nature’s most successful designs. So if you have not done so, treat yourself to learning more about them!

 Thanks so much to Nancy for playing along with our ten questions series. You can learn more about her here. Stay tuned for our next “Pro”!