Q: I work for a pest extermination company that services numerous residential buildings. We mainly inspect for bedbugs and cockroaches because their presence can give a building a bad reputation. My problem is that if I discover pests in an apartment, I must inform management and the resident. It's also my job to instruct residents on how to keep the bugs from returning after I fumigate the place. This requires them to clean their apartments and clear out the clutter. Some residents are hoarders, so they are not easy to deal with. Often, people don't want to follow the instructions. They don't seem to care that they are living with filth and pests, and they look down on me as if I am just an exterminator and not important. Some of the apartments where I find bugs are filled with old food, garbage and so much stuff it's almost impossible to destroy the pests, especially without the person complying with our instructions. How do I convince them it is important to clean up their mess?

A: Initial impressions develop within the first seven seconds of a face-to-face meeting, though some research finds it takes only one-tenth of a second to determine whether a person is trustworthy. Facial expressions and voice pitch are also considered in judging a person, though some experts say facial expressions may not be very reliable.

Based on the research on first impressions, it could be helpful to ask yourself if you are dressing and introducing yourself in a professional manner. You may gain greater respect by wearing a company-required uniform rather than dressing in your everyday clothing. If your company doesn't offer uniforms to its employees, you may want to create your own interpretation of what a clean, professional uniform might look like, such as khaki-colored slacks and a black T-shirt with a displayed identification badge.

When you first walk into the unit, introduce yourself with your name, company name and your background and/or training in extermination. Don't minimize your knowledge and experience in ridding premises of unwanted pests. Being able to recognize pests such as bedbugs and cockroaches means you immediately know more than the people whose apartments are infested with them. After your introduction, educate the resident by showing actual photos of the bugs' bites and offering a detailed list of the harms these pests can cause. Photos and information are likely to catch a person's attention, especially if you see openly displayed bites on the person whose apartment you are inspecting. Though the bites do not directly cause illness, they can cause blood loss, anemia, allergic reactions and infections to the resident living in such an environment.

Smithereen Pest Management Services offers a list of potential effects of bedbug bites: "Many bites over time can cause significant blood loss and potential anemia; allergies to their droppings and remains can cause asthmatic attacks in susceptible people; allergies to the bite, caused by bedbug saliva, can trigger hives, rashes, itching, and burning; bites can become infected, causing additional problems; scarring can occur and persist for months or longer; and some residents develop severe systemic reactions, including trouble breathing, severe infections, and anaphylaxis."

Residents may compare bedbug bites to mosquito bites as both insects live on blood, so explain that bedbug bites are far worse since bedbugs will continually feed off the resident. Mosquitoes bite once and fly off to another victim.

Cockroaches, on the other hand, are considered nuisance pests, but you can scare residents with the truth. "If you see one, there can be 1,000 more you don't see." It's not your job to ensure the residents follow your instructions, but you should inform management when you meet with opposition to clearing out the pests permanently. Once you've done your job, management can then deal with the resident, even to the point of eviction.

Email life and career coach LindseyNovak@yahoo.com with all your workplace questions and experiences. For more information, visit www.lindseyparkernovak.com and for past columns, see www.creators.com/read/At-Work-Lindsey-Novak.

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