COLUMBUS, GA – 03/01/2026 – () – As service-focused industries speed toward automation and rapid growth, a business leader is prompting companies to pause and reevaluate what truly supports long-term success. Justin Knox, President of Knox Pest Control, is encouraging service industry executives to refocus on loyalty—arguing that trust, not speed, is what ultimately determines whether businesses endure.
Based on decades of experience in a fourth-generation family enterprise, Knox believes many organizations have prioritized customer acquisition strategies while overlooking the relationships that keep companies stable over time. According to Knox, sustainable success depends less on how quickly a business grows and more on how deeply it is trusted by both customers and employees.
“Growth means very little if the foundation isn’t strong,” Knox noted. “Businesses thrive when people choose to stay—whether they’re customers or team members.”
In an increasingly competitive market, this message carries particular weight. The U.S. pest control industry alone is projected to surpass $26 billion in revenue in 2025, with more than 32,000 companies vying for attention. Yet Knox warns that the industry’s reliance on digital tools and short-term tactics risks weakening the personal trust service businesses depend on.
“Service work is personal,” Knox explained. “When customers invite technicians into their homes, they’re extending trust. That trust has to be respected and protected—or it disappears.”
Knox’s perspective goes beyond pest control. Across sectors like home services, healthcare, and other customer-facing industries, loyalty has declined as consumers grow more willing to switch providers. Industry research shows brand-switching behavior surged during the pandemic and remains high today—an outcome Knox attributes to companies failing to reciprocate loyalty.
“Retention isn’t something you demand,” Knox said. “It’s something you earn—consistently.”
This philosophy stems from Knox’s own upbringing. Long before taking on leadership, he learned the business firsthand—working alongside technicians, handling service calls, and observing how relationships are built over time. His great-grandfather, Forrest H. Knox, founded the company in the 1920s with a simple principle: take care of the customers who stay with you.
That principle still guides Knox Pest Control today. Operating across five southeastern states with over 100 employees, the company emphasizes same-day service, a satisfaction guarantee, and visible leadership. Knox remains actively involved in day-to-day operations, believing that leadership presence reinforces both accountability and morale.
“Culture erodes quietly when leaders aren’t present,” Knox said. “When teams feel supported, customers feel it too.”
Knox encourages fellow business owners—especially those in service-driven and family-run organizations—to shift focus from rapid expansion to long-term resilience. He advises leaders to invest more deeply in employee development, stay engaged with frontline teams, reconnect with long-standing customers, and ensure company culture is anchored in genuine values rather than just performance metrics.
“Healthy businesses aren’t built overnight,” Knox concluded. “They’re built through consistency, integrity, and relationships that last.”