When I think about the principles that have guided our family business for four generations, one idea stands out above all others. Servant leadership. This approach is simple in concept but powerful in practice. It is the philosophy that leadership is not about authority or titles, but about serving others: employees, customers, and the community. At Knox Pest Control, servant leadership has shaped how we grow, how we treat people, and how we make decisions every day.
The Foundation of Servant Leadership
Our family’s commitment to service started nearly a century ago. My great-grandfather, Forrest Knox, walked the streets of Atlanta with a leather satchel filled with pest control products. More than just providing a service, he focused on helping people protect their homes and businesses. He treated every customer with respect, honesty, and care. This ethos became the cornerstone of our business philosophy.
For me, servant leadership means leading by example and prioritizing the needs of others. It is about listening more than speaking, understanding before acting, and putting people first in every decision. It is not always easy, but it is always worth it.
Serving Employees
One of the most important ways servant leadership strengthens a family business is by investing in employees. At Knox Pest Control, we know that our team members are the backbone of our company. Without them, we could not serve our customers or grow our business. That is why we focus on hiring individuals who share our values and providing them with the training, mentorship, and support they need to succeed.
Servant leadership in practice means creating an environment where employees feel valued and empowered. It means listening to their ideas, recognizing their contributions, and helping them grow personally and professionally. When employees feel supported and appreciated, they are more engaged, motivated, and committed to providing exceptional service to our customers. This creates a cycle where leadership through service directly impacts the overall success of the business.
Serving Customers
Serving customers is at the heart of our family business. We understand that trust is earned through consistency, reliability, and care. Servant leadership reinforces this approach. It is not about selling a service or meeting a quota. It is about understanding the needs of each customer, providing thoughtful solutions, and following through on promises.
Our customers recognize the difference. When they feel valued and respected, they remain loyal. They recommend us to friends and family, and they trust that we will always act in their best interest. Leading through service ensures that our growth is sustainable because it is built on relationships rather than short-term gains.
Extending Service to the Community
Servant leadership extends beyond employees and customers to the broader community. As a family business, we recognize that we are part of a larger ecosystem. Serving the community is a natural extension of our values. Personally, I serve on boards for organizations like the Boys and Girls Club and the Rotary Club. We support programs that develop young leaders and provide resources for families in need.
Encouraging employees to engage in community service also strengthens our culture. When team members see the company actively giving back, they feel proud to be part of an organization that prioritizes more than profit. This shared sense of purpose unites the team and reinforces the values that have guided our family for generations.
Leadership Lessons from Experience
Servant leadership has taught me important lessons about what it means to lead effectively in a family business. First, leadership is about humility. Leaders must be willing to listen, admit mistakes, and put the needs of others above their own. Second, leadership requires patience. Building trust and cultivating a culture of service does not happen overnight. It is the result of consistent effort over time. Finally, leadership is about legacy. The choices we make today shape not only the future of our business but also the example we leave for the next generation.
The Impact on Business Growth
Some might wonder if putting others first could slow business growth. In my experience, the opposite is true. Servant leadership creates a strong foundation for sustainable growth. Engaged employees provide better service, satisfied customers return and refer others, and a positive reputation attracts talent and opportunities. Growth that is rooted in service is growth that lasts.
For a family business, servant leadership is especially powerful. It bridges generations, passing down values, lessons, and culture. It ensures that growth does not come at the expense of integrity or relationships. Every decision is measured not only by potential profit but by how it serves the people who matter most to the business.
The Takeaway
Servant leadership is more than a management style. It is a philosophy that shapes how a family business operates, grows, and contributes to the world. Leading through service strengthens employees, builds customer trust, and strengthens the community. It creates a culture that sustains long-term success and preserves the values that have defined the business for generations.
At Knox Pest Control, servant leadership has been the driving force behind our growth from a single office to 18 locations. It has allowed us to scale while maintaining the trust of our customers, the engagement of our employees, and the integrity of our family legacy. For any business, family or otherwise, embracing servant leadership is not just a choice. It is a responsibility, an opportunity, and the most powerful way to build a business that stands the test of time.