Customer Spotlight

Expecting the Unexpected

Michael Broder – BHB Pest Elimination – New York, NY


Michael Broder has been working in pest control since he was 12. But he still doesn’t have all the answers — if anything, he’s become more aware of what he doesn’t know.

Michael Broder has been working in pest control since he was 12. But he still doesn’t have all the answers — if anything, he’s become more aware of what he doesn’t know.

“This kind of work is never black and white,” says Broder, who started out doing menial tasks for his dad at BHB Pest Elimination. Today, he’s the company president. “Every day can have completely different ways you go about solving every issue.”

Why the unpredictability? Broder’s primary clientele is made up of New York City area restaurants and apartment buildings. The high density of people and buildings means that pest problems can sprout from literally any direction.

“A New York City restaurant has sewers below them, subways on one side of them, a building’s garbage on the other side of them, and 200 apartments above them,” Broder says. “They are surrounded by pest issues, and they don’t want to have any of it.”

Broder’s solution? Immediate service (even if it means losing out on some sleep) coupled with long-term solutions (even if that means losing out on some short-term jobs).

Broder and his managers are known to share their cell phone numbers with customers. It’s not uncommon for him to get calls at all hours of the night. Regardless of why customers call, Broder aims to take each issue seriously — and win that customer for life.

“If somebody says they have one mouse in the basement, that’s as serious as a hundred mice in the basement,” he says. “One is one too many for them, so we’ll take care of it immediately.”

When Broder or his employees can’t find a solution, they turn to their Univar rep John Hichak — often receiving an answer within minutes.

But doesn’t that round-the-clock pace ever get tiring?

“In today’s day and age, if you don’t do it, somebody else will,” Broder admits. “But those daily challenges are what really motivate me. I’m just so lucky that it’s something I truly love doing.”