From 43 Customers to $25 Million: How Burns Pest Elimination Scaled

Austin Burns, third-generation leader at Burns Pest Elimination, shares how a family business that began with one truck and 43 customers grew into a company with more than 200 employees and roughly $25 million in revenue. The conversation explores scaling a pest control operation, building a strong culture, using technology and AI, and the value of industry relationships. Key topics Austin explains how his grandfather entered pest control by trading real estate commissions for one truck and 43 customers, then brought the family back to Arizona to build the company. He shares his path from professional motorcycle racing to joining the family business at 21 after injuries ended his racing career. The transition from paper route sheets to digital software became a major turning point for efficiency and scale. Culture is described as a key driver of growth, with an emphasis on employee buy-in, customer experience, and treating staff as an extension of the Burns family. Burns Pest Elimination has a roughly 55% commercial and 45% residential mix, which Austin says has worked well for profitability and stability. Organic growth is the priority. Acquisitions are used sparingly and strategically, in part because of strong competition and private equity activity in Arizona. The company’s marketing mix includes TV, radio, billboards, LSAs, Google PPC, Bing, Yelp, Angie, and social media. Austin says LSAs and Google PPC currently deliver the strongest ROI. Austin and his cousin split top leadership duties, while his dad and uncle remain involved in strategy, bringing 43 years of business experience to major decisions. Burns U provides weeklong onboarding in culture, communication, sales, technical skills, licensing, safety, and driver training. The company uses AI to automate reporting and dashboards, and for after-hours phone support and service documentation. Austin discusses fleet management, vehicle cameras, telematics, and in-house mechanics as tools for protecting the business and reducing liability. His involvement with NPMA and the Arizona association—including the Executive Leadership Program, state board leadership, and peer groups—has helped him build industry relationships. Notable quotes “Our culture is what allows us to continue to grow.” “I hope that they look at me as a leader.” Ready for boardroom-level help with your own business? • Grow, sell, or exit your service company with Potomac: https://www.potomaccompany.com Connect with the hosts: • Blue Collar Twins – Jason & Jeremy Julio: https://bluecollartwins.com Connect with Paul: • Paul Giannamore – Managing Director & M&A advisor at Potomac:   / paulgiannamore