Fourth-generation service leader calls for deeper investment in relationships, not just growth

COLUMBUS, GA / ACCESS Newswire / December 8, 2025 / Justin Knox, President of Knox Pest Control, is urging service industry leaders to return to what he sees as the cornerstone of long-term success: loyalty. Speaking from decades of family business experience, Knox is calling attention to what he sees as an overlooked truth in today's growth-focused climate: trust lasts longer than tactics.

"Success doesn't come from who you get-it comes from who you keep," said Knox. "That goes for customers and for your team. We have to stop chasing scale at the cost of stability."

Trust Is the Real Product

In 2025, the U.S. pest control market will generate over $26 billion in revenue, with more than 32,000 active businesses competing for customers. But in a field crowded with digital ads and automation tools, Knox warns that loyalty is being traded for speed.

"People invite our team into their homes. That's not a small thing," said Knox. "They're trusting us around their families, their pets, and everything they care about. If we lose sight of that, we don't have a business-we just have a service list."

Knox's message applies beyond pest control. From home services to healthcare, industries built on person-to-person contact are seeing loyalty decline. A recent McKinsey report showed that 75% of consumers tried a new brand or service during the pandemic, and more than a third say they'll keep switching.

The problem, Knox argues, isn't just market volatility. It's that companies have made loyalty a one-way street.

"We talk a lot about retention," he said. "But are we giving customers and employees something to stay for? Loyalty can't just be expected. It has to be earned-and re-earned every day."

Inside the Knox Philosophy: Legacy, Not Hype

Justin Knox didn't learn this from a playbook. He learned it mowing lawns outside his family's office as a twelve-year-old. He learned it in crawlspaces, riding termite trucks, and handling service calls in the Georgia heat.

His great-grandfather, Forrest H. Knox, built the business in the 1920s by walking Atlanta's neighborhoods with a satchel of roach powder and mouse bait. Forrest's rule was simple: focus on the customer you keep.

That rule still guides the company four generations later. Now serving five states with over 100 employees, Knox Pest Control continues to offer same-day service, a 100% satisfaction guarantee, and a hands-on leadership approach.

"I don't lead from behind a desk," Knox said. "I lead by walking properties, asking questions, and making sure people feel seen."

A Culture Built on Showing Up

Knox says the biggest leadership lesson he learned came from a mistake.

"Early on, I assumed teams would just keep pace if operations were dialed in," he said. "I didn't realize how much presence matters. When leaders aren't visible, even good teams drift."

After that, Knox shifted his leadership style. He began visiting branches more often, staying in direct contact with field techs, and working closely with his leadership team to keep communication clear and culture strong.

"In service work, culture breaks faster than numbers do," he said. "If the inside isn't healthy, the customer feels it."

Invest in Who You Already Have

Knox is encouraging other business owners-especially those in customer service, home services, and family-run companies-to slow down and invest in long-term relationships.

"Don't confuse growth with health," he said. "Success isn't how fast you expand. It's how strong you remain."

His suggestions for companies looking to strengthen loyalty include:

  • Train deeper, not just faster. Retention improves when teams feel prepared and supported.

  • Stay present in the field. Leadership visibility builds trust and accountability.

  • Talk to long-time customers. Understand why they stayed, and double down on that.

  • Build around values. Culture scales when rooted in something real-not just metrics.

"Everyone talks about getting more leads," Knox said. "But when's the last time you checked in on your oldest customer-or your longest-serving tech?"

About Justin Knox

Justin Knox is the President of Knox Pest Control and part of a rare fourth-generation family in the pest management industry. Based in Columbus, Georgia, Justin leads a team that serves Georgia, Alabama, Florida, Mississippi, and South Carolina. He believes in stewardship over hype, and that trust-earned slowly and honored daily-is the most valuable thing a company can carry into the future.

Media Contact

SOURCE: Justin Knox Pest Control



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