May 22, 2026 | Community News, Company News, Good Deed Team
Families across Georgia will have the essential items they need to provide for the youngest members of their families thanks to the help of Northwest Exterminating teammates and other volunteers from across the state. Nearly a dozen dedicated Northwest teammates helped distribute more than 500,000 diapers, wipes, pull-ups, adult underwear, and feminine hygiene products to help families in need. These items will go to the unhoused community or families that are on the brink of homelessness. Greg Green and Kristen Milligan, co-directors of the Northwest Good Deed Team, were also there with the ‘Chillin and Grillin’ grill trailer to provide lunch for all the volunteers.
On May 8, nearly a dozen teammates met in the parking lot of HomeAid Georgia loading stacks of boxes into the vehicles of more than 40 non-profit organizations as they drove through to pick up their pre-arranged supplies. Many of the recipients spoke about the impact the drive has on the communities they serve. “These essentials bring stability and allow moms to focus on other essentials that they need to spend their money on; these diapers make a huge difference,” said a representative from Well Root Family Services. Recipients used words like “wonderful,” “amazing,” and “exciting,” to describe the day but the word we heard most was “blessed.” You could see the gratitude and relief on their faces as they picked up their items. Some nonprofit representatives traveled from as far as Albany, GA., proof of just how great the need is within our local communities. Teammates are always thankful for opportunities to serve, and the recipient feedback was a powerful reminder of Northwest’s true reason behind why we’re in the “bug business: to care for people. This year’s Essentials Drive took a different approach. Instead of collecting items, 27 teams donated money, allowing HomeAid to purchase essentials at wholesale and maximize impact. Northwest contributed more than $2,000 to support the effort.
2026 marks 25 years of the Essentials Drive for HomeAid Georgia, and Northwest has been a proud partner for more than 20 of those years. This partnership is just another great example of what’s possible when organizations share a common goal of supporting members of our community facing the greatest challenges, and a true testament to teammates who show up time and again, ready to jump into action with a servant’s heart and show how much they truly care.
Our Northwest teams look forward to the continued partnership with HomeAid Georgia. If you would like to learn more and further support this incredible organization, please visit https://www.homeaidga.org/.
May 15, 2026 | Company News, Teammate Celebration
Growth isn’t always linear. Sometimes, it comes in unexpected shapes and sizes, through opportunities you never saw coming. For Kathryn Smith, Administrative Operations Manager at Northwest, this has been the most surprising and rewarding part of her journey. Those unexpected moments have offered invaluable lessons, broadened her perspective, and opened her eyes to new possibilities. As she puts it, “Perspective creates possibility.”
Kathryn’s Northwest story began in 2015, when she walked into a Service Center to apply for an Administrative Professional role. From the very first moment, the sense of family and community stood out. Even during the interview, she felt completely comfortable being herself – a rare and refreshing experience. “I knew this place was different,” she shared. “I wanted to be part of it.” That initial feeling of belonging only deepened after she joined the team. The culture, rooted in inclusivity and support, became a driving force that kept her moving forward. At Northwest, everyone has a place.
Over the years, Northwest has consistently bet on Kathryn, offering her opportunities to grow and thrive. Every role and promotion has been a leap of faith, a testament to the company’s belief in her potential. “They’ve continued to believe in me, and because of that, I’ll continue to show up and fight for the Mouse,” she said. This unwavering support has allowed her to pursue her passion for Administration and look ahead with excitement to all that’s still to come.
When asked what advice she’d share with someone just starting out, Kathryn’s words are both practical and inspiring. “Stay the path,” she said. “Focus on excelling at the basics. When you consistently own your craft, people notice. That’s how you quietly become a leader – to yourself and to those around you.”
She also emphasized the importance of resilience and growth in the face of challenges. “Own the ‘No.’ When you’re ready for more, you won’t always hear ‘yes.’ Learn to own the no. That’s where you grow – maturely, intentionally, and with resilience. Ask yourself: How can I grow so that next time, the answer becomes yes?”
Finally, Kathryn offered a reminder to stay true to yourself. “Love your ‘you.’ Your words matter. Learn to say the hard things and speak your truth – but always kindly and for the right reasons.”
Kathryn’s journey is a powerful reflection of what makes Northwest extraordinary: a culture that fosters growth, a community that feels like family, and a belief in the potential of every individual. Her story is a reminder that growth isn’t just about climbing a ladder – it’s about embracing every twist, turn, and unexpected opportunity along the way.
Click here to find out your team’s wellness score.
May 15, 2026 | Community News, Community/Events, Company News, Good Deed Team
Students and teachers at Shadow Rock Elementary School received a special treat when Northwest Exterminating teammates rolled in with the Chillin’ & Grillin’ grill on May 7. Teammates hosted a special Teacher Appreciation and 5th Grade Recognition lunch, serving burgers and hot dogs to honor hard working educators and the achievements of students preparing for their next big step of graduating to middle school. For many teachers, they were aware that Northwest was planning something, but they didn’t know just how big the outpouring of love and appreciation would be.
“I thought we were just going to have a few snacks,” said school psychologist Dr. Terri Blake. “When I saw the burgers and hot dogs, I thought, ‘Oh, they really love us.’ This is the type of school climate that I’m enjoying being in.”
The impact was just as meaningful for students. Fifth graders felt special and were proud to be recognized for their hard work. Younger students passed by noticing the special lunch set up, and many asked why they couldn’t join the celebration. Teammates were quick to encourage them, reminding students that if they continue to get good grades, they will get the same special treatment when they’re in the 5th grade.
Moments like these create a ripple effect. As Dr. Blake shared, “It makes the long days go faster. Our students are used to being supported and celebrated. I’m hoping they’ll see us being loved on and appreciate us a bit more and then its full circle, happier teachers mean happier students.”
For Northwest teammates, the day was just as uplifting; opportunities like this go beyond service. It’s about taking the initiative to make a difference in the lives of others and creating moments that remind people that they are appreciated.
Educators pour into the next generation every single day, and small gestures can make a lasting impact. Everyone has the ability to brighten a teacher’s day. We encourage everyone to take an extra moment to show appreciation for those making a difference around you!
May 8, 2026 | Company News, Teammate Celebration
Cullman has been named the Quality Assurance (QA) Team of the Year for both 2024 and 2025. The repeat recognition reflects a commitment to quality service in every customer interaction and inspection.
Last year, Cullman’s QA inspections averaged over 99%. Our Learning & Technical Services (LTS) team names the QA Team of the Year based on the highest averaging score of two annual QA inspections visits. Cullman has achieved the highest inspection average in the Northwest Family of Brands for two consecutive years.
When asked how the team continues to set the standard, James Nelson, Region 1 Manager, pointed to Cullman’s strong leadership.
“There is a high expectation of excellence with our management team in Cullman,” said James. “It’s relayed to the team. Communication is a strong suit for this team. They are organized and prepared for each month before it gets here.”
Because the team acts with clear intent and preparation, teammates consistently perform at high levels. The discipline is apparent through dependable service, an aligned team, and detailed communication that customers can rely on. One 10/10 NPS review for Nicholas Nunnelley reflects the team’s standard of communication and reliability.
“The communication is great! Always letting us know when they will be doing our service with a follow up text from the technician with approximate time of arrival.”
Another 10/10 review for Brad Owens highlights the team’s consistent service and level of care.
“Brad our technician is very knowledgeable and caring. Love green option for pest control.”
Cullman’s 99% QA score and 98 NPS rating reflects careful planning and teammates who are fully committed to serving customers well. By listening closely and responding with precision and care, the team continues building trust with homeowners across neighborhoods.
Cullman’s commitment is another example of us honoring our customers by delivering our vision every time, at every service.
May 8, 2026 | Company News, Good Deed Team
When you think about what it means to live the Northwest Way, Joseph Murray, service professional in Newnan, Georgia, immediately comes to mind. For Joe, our Core Values – Customers First, Do What is Right, Be Humble, Be Extraordinary, Move Forward – aren’t just words on paper; their values are ingrained in his DNA.
When Joe came in for his job interview, he and Service Center Manager Dave Horn had an instant connection, and Dave knew right away that Joe would be a perfect fit for Northwest. “The first couple of minutes after sitting down and talking to him, I thought, I don’t need to do anything else—I just pray your driving record is good, let’s do this!”
Joe’s genuine care for people is evident from the moment he steps onto a customer’s property. Each visit begins with a simple question: “What are we seeing?” While the question is intended to uncover pest concerns, the conversation often turns into a catch-up session between old friends. It doesn’t take long to realize that Joe isn’t just protecting homes, he’s building relationships. “They’re not just customers to Joe. Said office manager, Kayla Purcell. “He gets invited to cookouts, and to the kid’s birthday parties. They’re his extended family.”
He considers it a privilege to serve his customers, and many of them consider him to be family. For customer William Wilcox, he remembers their first meeting like it was yesterday. “Joe’s first visit was the day I was laid off from my job,” William shared. “I’ll never forget it. Before I knew it, we started talking, and Joe prayed with me right there on the spot. After he left, I remember feeling like everything was going to be okay.” As Mr. Wilcox reflected on that moment, tears filled his eyes. The service professional who once knocked on his door is now someone he calls a brother.
Joe’s personality is infectious, and it draws people in like bees to honey. His fun personality and positive energy make it nearly impossible to have a bad day around him. When asked what a bad day looks like, Joe smiled and said:
“I don’t think we have bad days. You may have a bad moment throughout the day, but what you do in that moment will define how you overcome it.” For Joe, it’s all about choices. Choosing to see golden opportunities rather than focusing on what went wrong.
Teammates experience Joe’s positive energy every day including his Good Deed Team co-ambassador, Savannah Casswell. She has worked with Joe for six months and says the best thing about working with Joe is his attitude. “He’s always upbeat and I really like his energy; he doesn’t let anything get him down. He’s just a positive person and it’s hard to have a bad day when you’re around him.”
Joe is the perfect example of serving with a servant’s heart. As Good Deed Team co-ambassador, he’s active in community initiatives. During a recent visit to Backpack Buddies, a Northwest community partner that provides food for students during school breaks, Joe naturally stepped into leadership. The team had the opportunity to deliver more than 50 bags filled with food to Ruth Hill Elementary School. On the morning of the delivery, Joe was coordinating vehicles, confirming volunteers, and ensuring the team arrived on time.
For Joe, giving back isn’t an obligation; it’s an opportunity. His personal volunteer resume includes everything from road clean ups, food banks, domestic violence shelters, and homeless shelters, and that list doesn’t include the volunteer work with his church Griffin Frist Assembly and his fraternal organization James E Acey Lodge 600 and Atlanta Consistory 24a.
Joe’s dedication to customers, teammates, and the community reflects who he is at his core: a man of faith, a family man, and someone who believes deeply in serving others. His giving heart shows up in quiet prayers on front porches, in food bags delivered with dignity, and teammates encouraged during tough times. In every moment, he chooses kindness over convenience. Joe’s legacy is measured in the lives he touches. He proves that extraordinary service isn’t about what you do; it’s about how deeply you care while doing it. For Joe Murray, serving others is part of his purpose.
Joe serves as an example to lead with a servant’s heart and with your eyes open to serve your team, customers, and community. By extending kindness, you’re not just touching the people you meet; you’re inspiring everyone to do the same a little more each day.
Apr 21, 2026 | Community News, Company News, Good Deed Team
This Easter, pediatric patients at Willett Children’s Hospital in Savannah, GA experienced a moment of joy and celebration, thanks to Northwest Exterminating’s Good Deed Team. Dozens of Northwest teammates gathered at the Team Support Center in Marietta, Ga., stuffing approximately 400 plastic eggs with stickers, miniature stuffed animals, and mini glow sticks. Some of the eggs were included in the 50 Easter Baskets the team collected to take to the hospital, others were used to organize an easter egg hunt for the children who were able to participate.
“The Easter baskets were given to inpatient children, usually covering an entire floor,” said Kristen Milligan, Good Deed Team Co-Director. “Some went to children in the ER and new admissions patients, and the pediatric ICU received window clings to ensure there was something for everyone.”
The partnership between Willett Children’s Hospital and Northwest has been going strong since 2018. An office manager suggested Northwest get involved after realizing the hospital had little support. After meeting with the hospital’s Family Services Director, it became clear there was a need—and Northwest teammates didn’t hesitate to act. That same day, they visited local stores to stock the hospital’s empty pantries, ensuring parents could have meals while staying by their child’s side. Ever since, teammates from across the Southeast have continued to come together to support the hospital around the annual holidays, like Christmas trees and decorations.
Eight years later, the Easter basket initiative remains a beloved tradition—one that reflects the heart of Northwest. It’s about more than baskets and eggs; it’s about bringing comfort, creating moments of joy, and reminding children and their families that they are not alone. What started as a simple act of service quickly grew. From decorating hospital rooms at Christmas to creating Easter baskets, teammates have continued to find ways to show up for these families year after year.
Mar 13, 2026 | Company News, Good Deed Team
Northwest Exterminating teammates spent National Random Acts of Kindness Day volunteering at the Atlanta Community Food Bank. Two dozen teammates arrived bright and early at the Hunger Action Center on February 17 with one goal in mind: make a meaningful impact. By the end of the shift, they had packed enough food to provide nearly 15,000 meals for low-income families across Metro Atlanta.
Inside the warehouse, teammates were split into groups and assigned different tasks. Some checked expiration dates, others sorted donated items, while another team built and broke down boxes to keep the lines moving efficiently. Every box packed represented a family that could go to bed with full bellies and peace of mind. The energy in the room was contagious, teammates kept smiles on their faces as they worked with focus and determination.
The day was a true reflection of what it means to live out our Service Standard: Serve with a Servant’s Heart. At Northwest, that means putting others first and showing that we truly care by stepping in wherever there is a need. Whether protecting a customer’s home or packing food in a warehouse, Northwest teammates lead with compassion and a genuine desire to help. Moments like this are powerful examples of what it means to live the Northwest Way. Serving with Heart means giving time and talent generously and caring deeply about the communities we serve. Teammates show up not because they have to, but because they want to.
Above all, teammates walked away feeling incredibly grateful for the opportunity to serve. Giving back to families in need wasn’t just an act of kindness, it was a privilege. There was a shared sense of appreciation for the chance to step outside of daily responsibilities and make a difference in someone else’s life.
Random Acts of Kindness Day holds a special place in the Northwest Family of Brands. Teammates recognize the national day each February and celebrate the company-wide Act of Kindness Day in May. Both occasions create intentional opportunities for teammates across the Southeast to uplift one another. Acts of kindness may range from holding the door open or buying lunch for a teammate to organizing larger service projects like this one but no matter the size, the message is clear: teammates are valued, appreciated, and committed to making a difference. Opportunities like this remind us that when we live out our Service Standard, the difference isn’t just felt in the community; it’s felt in the heart of our Northwest family as well.
Mar 4, 2026 | Company News
Earning an award takes hard work. Earning it twice takes something deeper – a culture built on consistency, pride, and a genuine commitment to extraordinary service.
The Cullman Service Center has been named Quality Assurance Team of the Year for the second time, and their 2025 results make it clear this recognition is no coincidence. With a QA average exceeding 99 percent and an NPS score of 98, the Cullman team has set a standard that speaks for itself.
Leadership That Sets the Tone
Every high-performing team has a foundation, and at Cullman, that foundation is leadership.
Service Center Manager Zac, Office Manager Chasity, and Supervisor Josh Bell operate as a unified leadership team – one defined by clarity, consistency, and shared high expectations. There is no ambiguity about what extraordinary looks like here. Standards are clearly communicated, accountability is consistent, and the focus never strays from one priority: being extraordinary for the customer at every service appointment.
When leadership is aligned and purposeful, that energy flows throughout the entire team. At Cullman, it does.
Preparation as a Competitive Advantage
A 99 percent QA average does not emerge from good intentions alone. It is the result of deliberate preparation and disciplined execution.
The Cullman team plans each month before it begins. That proactive approach keeps everyone organized, aligned, and ready to perform at a high level regardless of what the day brings. Communication is one of their greatest strengths – teammates stay connected, expectations are reinforced, and nothing important falls through the cracks.
This kind of preparation creates consistency. And consistency, sustained over time, is what separates teams that occasionally perform well from teams that reliably excel.
A Culture Built on Pride
The Cullman team brings something you can’t measure on a checklist: a true sense of pride in their craft and in what Northwest stands for.
As Service Center Manager Zachery Freeman puts it, “This award is all about our teammates. They take great pride in doing all the little things right. They go above and beyond what is asked of them. I am thankful to just be a small part of such an amazing team.”
For Cullman, every service appointment is more than a task; it’s a chance to embody a brand built on trust, defined by quality, and grounded in service. That perspective influences how they care for customers, support one another, and tackle every challenge along the way.
A 98 NPS score sums it up best. Customers don’t just trust the Cullman team—they root for them.
Investing in People, Not Just Performance
What elevates this accomplishment beyond a single year of strong results is the long-term investment the Cullman team makes in its people.
Leadership development is not an afterthought here—it is a priority. Teammates are coached, supported, and given real opportunities to grow within the organization. The goal is not only to maintain a high-performing team today, but to build the leaders who will carry that standard forward.
That commitment to development, rooted in humility and a genuine desire to serve well, is why this team will continue to produce results—and promote leaders—long into the future.
A Servant’s Heart at the Core
If one value defines the Cullman Service Center, it’s Service Standard #11: Servant’s Heart.
As Regional Manager James Nelson shares, “The Cullman team lives out what it means to have a servant’s heart. They put others first, and you can see it in the way they approach every call and care for each other. That spirit defines their success and inspires everyone around them.”
Serving with intention. Leading with strength. Caring deeply for customers and teammates alike. For the Cullman team, these aren’t just words—they’re actions. Every service call, every interaction, every day.
A Standard Worth Celebrating
Earning the Quality Assurance Team of the Year is an achievement. Earning it twice is proof of something lasting – a culture that does not rely on short-term motivation, but on deeply held values and a shared belief that being extraordinary is the expectation, not the exception.
Congratulations to the entire Cullman Service Center team. Your leadership, effort, and commitment to the extraordinary continue to raise the bar for what is possible.
Feb 26, 2026 | Company News
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.
