Complete Pest Control, established in 1988, has grown to become the largest independent SA-owned pest control business in Adelaide. Founded by Ross Robertson, who was a second-generation pest controller, the company began by providing pre-construction services to builders. Tragically, Ross passed away suddenly in 2005, leaving behind his wife, Caron, and their two children, Danielle and Ryan, who were all working in the business at the time.
Caron recalls, “It was a devastating time for our family. However, we made the proud decision to continue Ross’s legacy. We restructured the business and focused on growing it into an even more successful enterprise. Despite the challenges, we were determined to honour Ross’s vision and build something we could all be proud of.”
Today, Complete Pest Control has a team of 30 dedicated professionals who are passionate about solving the pest control needs of their customers. The company now serves a broad market across pre-construction, domestic, and commercial pest control, using high-quality products and innovative solutions.
Building a great business
Caron’s transition from a business management background in retail to leading a pest control company was not without its challenges. “Taking on the role of Director after Ross’s passing was a huge responsibility, especially during such a difficult time,” she reflects. “I had limited experience in the pest control industry, but with the support of my family and our committed team, we were able to move forward with a common direction and grow the business.”
For Caron, the keys to success have been stability in leadership, consistent professional customer service, and fostering a happy, inclusive culture. “We hire the right people and invest in their professional development. We also prioritise doing what we say we will do, and continuously innovate our systems to maximise our database,” she explains.
James Orchard, Managing Director of Accru Harris Orchard, who has worked with Complete Pest Control for seven years, praises the company’s consistency. “Their brand is built around reliability, personified by the behaviours of their senior people, and it translates down the line to customer service,” he says. “This consistency has been crucial in maintaining steady profits and improving internal processes, such as increasing the conversions of new home builds to regular maintenance programs.”
Challenges along the way
The journey has not been without its difficulties. Caron admits that one of the biggest challenges was taking on the leadership role after Ross’s sudden death. “It was a huge responsibility at the worst possible time,” she says. “We all wanted the best outcome for each other first, then for the business. Moving forward with a common direction was key.”
James adds, “We’ve assisted Complete Pest Control in navigating some of the dynamics of a family business. We’ve also provided financial structure and discipline through regular quarterly meetings. These meetings have been instrumental in providing accountability and allowing the team to work on the business rather than just in it.”
The role of Accru Harris Orchard
Caron describes the relationship with James and the Accru Harris Orchard team as a successful partnership, particularly in terms of strategic and business improvement advice. “It has been a positive experience to be able to pick up the phone at any time for professional advice or support,” she says. “James and his team provide expertise across a range of services and have proven themselves to be professional trusted advisors.”
James echoes this sentiment, noting, “Our quarterly check-ins have helped build strong relationships, ensuring that Caron and her team know they can call us for just about anything related to the business.”
Looking ahead
As Complete Pest Control looks to the future, the focus remains on growth and maintaining their position in the industry. Caron is excited about the potential to use their extensive database to expand into other aligned services. “We will continue to offer a real point of difference in our independence and the loyalty we provide to our customers,” she says.
With a strong foundation built on trust, consistency, and innovation, they are certainly well-positioned to continue their success in the years to come.
To learn more about Complete Pest Control and their services, visit their website.
Want to learn more about how Accru Harris Orchard can help you build a great business? Contact our team today.
