Down the drain: don't let your precious customer relationships, and the revenues and...

When Kevin Kordek purchased A-Active Termite & Pest Control Co. 11 years ago, the Virginia Beach, Va.-based company was losing more than 15 percent of its customers every year--often to competitors nearby.

Through the development and vigilant companywide implementation of customer service best practices, Kordek says A-Active has since trimmed its annual customer turnover rate to less than 1 percent in each of the past two years. The achievement capped a decade of growth marked by a six-fold increase in annual revenues (topping $2.5 million last year), a quadrupling of i