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The Market Smells A Rat...

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By David Stevenson | 28 February 2008

When the stock price of a one-time growth company takes a bath, there's normally a good reason.

And Rentokil Initial (LSE: RTO) , the world's largest pest-control company, has just created a bit of a stink, as well as disposing of chairman Brian McGowan.

The shares had already been taken to the cleaners, slumping from 170p in early November 2007 to 105p last night. But today's news has inflicted further damage. Earnings from continuing operations have slipped and there's a profit warning too.

But the problem wasn't in pest control. That actually performed OK. It was the company's City Link courier operation that failed to deliver the goods, with business levels in the first few weeks of 2008 being so "poor" that the division made a loss in January.

Although action is being taken to reverse the "unacceptable" slide at City Link, according to the group, 2008 earnings will be "significantly" lower than 2007 and heavily dependent on the courier's current year performance. City Link's profitability for 2008 is currently "unclear" but Rentokil warned that it may do no better than break-even.

Certainly the shares were well down today, losing a quarter of their already diminished value on the announcement.

Perhaps it shouldn't have been quite such a shock. After all, this was the second profit warning in the last two months. When Rentokil disclosed problems at City Link in December, it blamed weak consumer spending in the run-up to Christmas.

But it now appears that the cracks ran deeper.

Integration of new acquisitions within the courier business was badly handled as extra costs were incurred and customers drifted away. A new management team is now in place at the division, which following the purchase of Target Express in November 2006 made Rentokil the second biggest player in Britain's £2.8bn parcel delivery services market.

With its hands currently full with City Link, the company has opted to stay away from the acquisition trail for the moment.

Overall revenues actually rose 20% to £2.2bn, but pretax profits from continuing operations slipped 14% to £142m and earnings per share slid 16% to 6.06p. There was some consolation that the other businesses did alright, particularly in ‘Facilities' (ranging from building services to security) and in Asia/Pacific.

The final dividend was maintained at 5.25p per share, giving an unchanged full year payout of 7.38p per share.

Where now for the country's leading rat catcher?

Today's news will have analysts rushing to sharpen their downgrade pencils. Even if the company manages to avoid any further slip-ups in the current year, the 2008 price to earnings ratio climbs to almost 20 times putative net profits of 4p/share.

The yield is now approaching 10%, although there must be a question mark over whether a dividend no longer covered by earnings will be maintained in 2008.

Rentokil basically has a good business. But recent events have inflicted serious reputational damage on the management, which only a sustained profitability turnaround will reverse. Or else, those longstanding break-up rumours will inevitably resurface.

Though a potential purchaser, before buying I'd need to see clear evidence that Rentokil has really cleaned up its act.

Comments

The opinions expressed here are those of the individual writers and are not representative of The Motley Fool.

At 07:39 on February 29 2008, RajivB said:

Interesting to read that Rentokil blamed poor consumer spending at the run up to christmas and after christmas, for the problems faced by CityLink. As someone who works for a small online retailer, i have seen first hand that every year online sales have been going up at leat 50%, irrespective of general consumer confidence. This Christmas was no exception to that, in fact January was surprisingly busy too! So all this online trade of increases demand for courier services.

With CityLink, they plain and simple, offer a rubbish service! They frequently lose/damage expensive parcels, which costs them, and the IT systems they provide are poorly supported. Small retailers don't like having to change their set-up unless they have to and so any customers that CityLink has lost due to their complaicent service, will be hard to recapture.

Rentokil should admit they're doing a bad job of managing the CityLink and either sell it off, or fix up the management, fast!

At 09:21 on February 29 2008, ramblermanuk said:

Maybe there are more people like me who will only order goods for delivery on the strict understanding that City Link is not used to deliver the goods. RajivB says it's a rubbish service - what an understatement!.
When CityLink deliver here, although I am at home in my office next to the front door, they never ring the bell but push a slip through the letter box. I then have to drive miles to collect, sometimes to find that isn't in the depot yet.
When I order goods online, there is usually a box for delivery instructions. I often put in something like: 'Do not accept this order if you intend to use City Link to deliver the goods, otherwise a refund will be demanded'.

At 10:11 on February 29 2008, BelfastBob said:

There are more people like you rambler! I'm one of them. When I do buy on line, I choose retailers who don't use Citylink as a courier. It reduced my on line purchases as I was taking three trips to their depot to collect an item I could have puchased on the high street and taken home immediately.

At 11:41 on February 29 2008, MunchkinMan said:

Perhaps I'm lucky. Here on the Isle of Wight, they've delivered on time with undamaged goods. The delivery man is courteous with a friendly smile and waits for me to amble slowly to open the door.

At 11:58 on February 29 2008, murtibing said:

My experience with CityLink is abysmal. The worst case was when they claimed my item had been delivered and signed for. After complaining for a week, (both the sender and myself) it was discovered that the delivery had been made to someone at a completely different address on the other side of the city. They had the cheek to ask me to go and try to collect the box from the other house as they could never find the occupant in. I refused of course. CityLink eventually managed to retrieve the box (which had been opened and unpacked!) and deliver it to me. A next day delivery took two weeks. The normal citylink problem is having a card put through the door even though you are at home having waited in all day. It is the worst courier I have ever used. I suppose that means the Government is about to Nationalise them and inflict poor service on everyone;-)

At 13:00 on February 29 2008, PatienceGone said:

Couldn't agree more about their service. Having delivered to businesses myself I know how easy it is because there's someone at the front desk sign for the goods. The majority of courier companies were set up before the internet expanded home shopping so much. Ideally a home delivery service would have lots depots close to customers to allow an easy pick up of missed deliveries. The only one that does is the Post Office, who could aggressively chase the business but prefer to close just after lunch then whinge to the government that the're losing trade.

At 13:52 on February 29 2008, philipwilliams24 said:

This firm is a disaster and when you've dragged yourself miles to some dingy industrial estate .. to be told the parcel has been left with a neighbour and no card was left to tell you .. thanks for that, the staff are so unhelpful and appear to be (over)qualified in indifference!
I can only agree with what most have already said .. avoid anyone who does business with this firm and protect your sanity!

At 15:30 on February 29 2008, AlBinSkyVin said:

Same here - I will buy from another supplier and am prepared to pay more for goods from suppliers that do not use Initial City Link. In the past the service has been abysmal and when you turn up at a depot you get poor service and half the time they can't find your parcel!

At 16:02 on February 29 2008, petersharpe said:

Why do I find it reassuring to find that I'm not the only one to have had abysmal service from ICL? No real surprise it's costing Rentokil big style... maybe they should sign up to the Fool's newsletters and read columns such as this.. ;-)

At 19:54 on February 29 2008, martinnoz said:

Most courier drivers are expected to deliver 100 parcels a day plus collect returns. take away an hour at each end of the day for sorting loading and queries,that gives you approximatly 6 minuites to find the address park up and deliver, people have know idea how stressfull this job can be. Plus city link are a very poor employer.

At 14:36 on March 01 2008, LastChip said:

I'm not surprised, though disappointed as I have shares in Rentokil. A few months ago, I telephoned my nearest depot, inquiring about sending a bulky package. I was told firmly, that as I did not have an account, the package could not be picked up and I would have to take it to their depot (about 10 miles away) to send it. Needless to say, I found an alternative. That coupled with failure to deliver goods on a specified day, tells me, their service is indeed crap and the new management has to deal with this as a priority. I'm amazed City Link think they can afford to turn away business! Sadly, it's going to take some considerable time, for anyone to believe their service has improved. It takes years to build confidence in a business and seconds to destroy it.

At 09:07 on March 02 2008, Riverside24 said:

City Link's market is punishing it rightly - I had to go to an unsigned warehouse (vague instructions on their website) only to find it had been shut and consolidated with one 25 miles away - thats some delivery service - delivered by charmfree morons - I will never buy anything that involves them again - how does the share price correct for that kind of incompetenence - sell now before they are worth nothing

At 09:07 on March 02 2008, Riverside24 said:

City Link's market is punishing it rightly - I had to go to an unsigned warehouse (vague instructions on their website) only to find it had been shut and consolidated with one 25 miles away - thats some delivery service - delivered by charmfree morons - I will never buy anything that involves them again - how does the share price correct for that kind of incompetenence - sell now before they are worth nothing

At 11:14 on March 02 2008, flager said:

I had a contract with City Link for several years & was genaerally pleased with their service & prices, though on the odd occasion that things went wrong they took a long time to resolve. Their loss of business is due to imposing a minimum £50 per week charge to their customers at the same time as increasing their charges substantially for small users. This happened late last year & the result was they lost a lot of their smaller users, like me. At the same time they "reorganised" the phone system, so instead of speaking to my local depot on south coast, I was put through to Cardiff, where no one seemed to know what was happening.

At 21:02 on March 02 2008, loyaljoepublic said:

Oh Joy. It's actually good to see City Link receive what it sows. My wife waited in specifically for an urgent and important business parcel for me. The driver apparently managed to write a non-delivery note,post it through the letterbox, ring the bell AND drive off like a lunatic in approx the 5 seconds it took my wife to get to the front door, having seen him pull up from an upstairs window!!!. She rang the 'not in Control Centre' who said the driver would a) return immediately then b) before the end of the day then c) was out of contact then d) I would have to drive the their Glos. Depot and collect it later that evening. I duly did and politely (I don't make matters worse by getting angry) complained to be met by 'ignorant silence' with no apology.
I now tell all business contacts NOT to send me anything via City Link and I recommended that the company sending me the items in this particular instance don't use them in the future. (I did collect my parcel - intact - for which I was duly grateful).

At 09:25 on March 03 2008, tylerama said:

I call them Initial - (rhymes with city begins with Sh) - link.. seems a common theme in the comments above. I'm glad they are being punished for their abysmal service.
I refuse to buy anything from retailers delivered by them. Their nearest depot is a 60 mile round trip. Jokers.

At 09:38 on March 03 2008, tylerama said:

I call them Initial - (rhymes with city begins with Sh) - link.. seems a common theme in the comments above. I'm glad they are being punished for their abysmal service.
I refuse to buy anything from retailers delivered by them. Their nearest depot is a 60 mile round trip. Jokers.

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