More Than a Job: Celebrating The 40-Year Journey of Norman Terrell

Norman Terrell is celebrating 40 years with Northwest Exterminating. He never guessed that when he was hired back on April 1, 1986, his position as a Service Professional would lead to a 40-year commitment to himself and the customers he serves.

Norman was only 16 years old when he was hired. He admits that he fibbed about his age to get the job, but he has no regrets about that decision (And based on the incredible example he’s set for us all, we know L.A. wouldn’t regret the decision either!)

Becoming a Northwest Service Professional is one of the two jobs he’s ever had. He worked part-time as a security guard for a while to help support his mother. “I gave one of my paychecks to my mother and I used the other. one to take care of my expenses. Back then my rent was only $200 a month,” said Norman. Imagine going through life, never needing to write a resume or prepare for a job interview.

Norman has seen the company and the industry evolve over the past four decades, going from paper maps and landline calls to GPS and cell phones. He recalls carrying a pager and receiving $10 rolls of quarters which allowed him to call customers and return phone calls from the office. While some might be overwhelmed by change, Norman embraced it. Norman was the first Service Professional in the company to have a cell phone. And let’s be clear, this was not the sleek, pocket-sized devices we all carry today. Norman described it as a large, clunky object about the size of a shoebox. Portable? Not quite. Practical? Debatable. But he made it work, proving early on that if there was new technology to try, he was willing to make the best of it-even if he needed a stronger suspension system to carry it.

Norman had the privilege of working alongside Northwest founder, L.A. Phillips. The lessons he learned from Mr. Phillips have shaped the person and the professional he is today. “He’s just always done the right thing. He inspired me in my faith and in my job to be a good person and for 40 years it’s been a great life. I loved him like a father… he was so good to me.”

Mr. Phillips gave Norman one piece of advice that he still carries with him today: ‘Make a friend before you make a customer.’ It’s more than just a saying for Norman; it’s the way he has built his career. Over time, that approach has turned customers into lifelong friends. Take Mrs. Paulette Ricotta; Norman has been treating her home for more than ten years, and along the way, their relationship has grown into something much more than just service calls.

“Norman warms your heart with his smile from the moment you open the door, you can’t help but love the man.” said Mrs. Ricotta

It’s no surprise that many of Norman’s customers ask for him by name. His reputation stretches all across Metro Atlanta, carrying him from one neighborhood to the next

The miles don’t matter because when Norman shows up, he brings more than extraordinary service. He brings laughter, warmth, and a genuine connection that instantly puts people at ease.

Some visits even end like a family reunion, with hugs and saying the words ‘I love you,’ and the kind of joy that makes it clear Norman is more than just a service professional; he’s a friend.

When it comes to Norman’s customers, the relationship goes both ways. “I truly love my customers; they’re like family to me. For many of my customers, I’ve even watched their children grow up and start their own families.”

Norman began his career at the service center in Smyrna, GA, with fewer than 100 customers on his route. But like everything else in his journey, he grew it the same way he approaches life—one relationship at a time. Over the years, word spread not just about his skill, but about the kind of person he was. Customers didn’t just want service; they wanted Norman.

Today, more than 2,000 customers have had Norman at their doorstep, many for decades. Region 5 District Manager Jeff Hill says that level of loyalty is no accident. “He truly does value his customers and treats them like family. Norman is always trying to help people in need, and a lot of times the person in need is a customer. During the holidays, he will bring food for his customers that don’t have family around to help or visit.”

Jeff’s words capture what makes Norman exceptional: he doesn’t just serve a route; he builds a community. Every day Norman demonstrates what it means to live the Northwest Way, carrying the spirit of L.A. Phillips with him wherever he goes. In his truck, two photographs ride along: one of the late L.A. Phillips, resting on one side of his dash, and the other of Norman with his beloved wife on the other. To Norman, those pictures aren’t just keepsakes; they are reminders. One is a symbol of the leadership, vision, and values that built Northwest, and the other reflects the love and support that grounds him. Together, they tell the story of a man whose strength comes from both the leaders who came before him and the family who walks beside him. Proof that a great leader isn’t defined only by the work they do, but by the love, values, and legacy they carry with them.

Congratulations Norman on 40 years of extraordinary service. Words can’t fully express how grateful our Northwest Family is for the example you set every day, showing us what it means to serve with integrity, compassion, and a commitment that spans decades.