When people ask me what has guided Knox Pest Control for nearly a century, my answer is always the same: family values. Our business has grown from my great-grandfather Forrest Knox walking the streets of Atlanta with a leather satchel filled with pest control products, to 18 locations across the Southeast serving over 90,000 customers. Throughout this growth, our strategy has always been rooted in the principles passed down through four generations. These values are not abstract ideas. They are actionable guidelines that shape how we operate, grow, and serve our customers and community.
The Foundation of Family Values
Forrest Knox started our business with a simple belief: treat people with respect, deliver quality service, and put the customer first. His son, Jim Knox, and grandson, John Knox, carried that philosophy forward, expanding operations while maintaining a commitment to integrity and trust. When I joined the business, I quickly realized that our family values were not just sentimental. They were practical. They influenced how we made decisions, how we interacted with customers, and how we built our team.
Values provide a foundation for decision-making. They are the North Star that guides a business when faced with uncertainty. In our case, the values of honesty, service, and responsibility have informed everything from hiring practices to customer interactions and long-term growth planning.
Hiring and Developing People
One of the clearest ways family values shape our business strategy is in how we hire and develop our employees. Skills and experience are important, but character and alignment with our values are essential. We look for team members who share our commitment to service, integrity, and respect for others.
Once hired, employees receive training that emphasizes both technical skills and cultural expectations. Mentorship is a key part of this process, ensuring that knowledge and values are passed from experienced team members to new hires. This approach creates a cohesive workforce that operates consistently across all locations, reinforcing our brand and supporting sustainable growth.
Customer-Centric Strategy
Family values also shape how we approach our customers. Our great-grandfather taught us that business is about relationships, not transactions. That lesson has carried through four generations. Every decision we make is filtered through the lens of how it will impact the customer.
Whether it is responding promptly to service requests, providing accurate information, or following up to ensure satisfaction, our strategy prioritizes trust and long-term relationships over short-term gain. This customer-centric approach has been instrumental in building loyalty and establishing a reputation that spans generations.
Community Engagement
Another area where family values influence strategy is in our engagement with the community. Giving back has always been part of our philosophy. I serve on boards for the Boys and Girls Club and the Rotary Club, and we encourage our team members to participate in volunteering initiatives.
Investing in the community is not just the right thing to do; it is strategic. Communities that thrive create loyal customers and a stronger workforce. By aligning our business strategy with values of service and responsibility, we ensure that growth benefits both the company and the people we serve.
Long-Term Planning and Sustainability
Family values also shape our approach to long-term planning. Each generation has faced new challenges, from market fluctuations to technological changes, yet our principles remain constant. We prioritize sustainable growth over rapid expansion. We focus on building systems and processes that can endure and investing in people who can carry the legacy forward.
This long-term perspective is a direct result of our family’s emphasis on responsibility and foresight. By aligning business strategy with values, we avoid shortcuts that may yield short-term results but compromise integrity or culture.
Adapting Without Compromising
Family businesses must adapt to stay relevant, but adapting does not mean abandoning core values. Over the years, we have embraced technology, modern marketing strategies, and operational improvements while maintaining the culture and principles that define us. This balance allows us to innovate without losing our identity.
Values act as a filter. They help us evaluate new opportunities, determine which strategies align with our mission, and make choices that are consistent with the legacy we have inherited.
The Takeaway
The story of Knox Pest Control is one of growth guided by values. Four generations have shown that a family business can scale, innovate, and compete while remaining grounded in principles of integrity, service, and responsibility. Family values are not abstract ideals; they are actionable tools that shape hiring, customer service, community engagement, long-term planning, and adaptation.
For any family business, the lesson is clear. Your values are your strategy. They are the foundation on which sustainable growth is built. They guide decisions, attract like-minded employees and customers, and ensure that the business can thrive across generations.
At Knox Pest Control, we are proud that our strategy reflects who we are as a family. Our values are not just words on a page; they are lived every day in how we serve our customers, develop our employees, and invest in our community. By keeping family values at the center of business strategy, we have built a company that is not only successful but enduring, trusted, and meaningful.