Meeting Title: ABC Inspector Sheet Sync Date: 2025-06-23 Meeting participants: read.ai meeting notes, Amber Lin, ShannonMartinez, JanieceGarcia
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1 00:02:36.500 ⇒ 00:02:37.500 ShannonMartinez: Hello!
2 00:02:37.500 ⇒ 00:02:39.110 JanieceGarcia: Hello!
3 00:02:41.670 ⇒ 00:02:47.709 Amber Lin: I heard I was texting your vet earlier, and her daughter’s in labor. It’s so exciting.
4 00:02:47.710 ⇒ 00:02:49.970 JanieceGarcia: It is very exciting.
5 00:02:50.580 ⇒ 00:02:55.199 Amber Lin: Is this Yvette’s 1st grandchild, or does she, or is she already a grandma?
6 00:02:55.390 ⇒ 00:02:56.990 JanieceGarcia: Nope. This is her very first.st
7 00:02:57.930 ⇒ 00:02:59.810 Amber Lin: Exciting. Okay.
8 00:03:00.210 ⇒ 00:03:01.689 JanieceGarcia: So it’s even more exciting.
9 00:03:01.690 ⇒ 00:03:02.469 Amber Lin: Oh, wow!
10 00:03:03.830 ⇒ 00:03:05.770 ShannonMartinez: And we’re all like.
11 00:03:06.650 ⇒ 00:03:08.189 JanieceGarcia: Excited for her.
12 00:03:10.489 ⇒ 00:03:14.440 Amber Lin: I think we already know if it’s a boy or girl right.
13 00:03:14.440 ⇒ 00:03:15.589 JanieceGarcia: Yes, boy.
14 00:03:15.870 ⇒ 00:03:17.640 Amber Lin: Okay.
15 00:03:18.350 ⇒ 00:03:29.320 Amber Lin: I was searching online is like gifts to give postpartum. And and then I look at the options like, I feel like, this is a bit too private for a company to send to her.
16 00:03:31.870 ⇒ 00:03:39.100 Amber Lin: Just do some like welcome to Glam all and whatever flowers for her and Savannah, they’ll enjoy it.
17 00:03:39.520 ⇒ 00:03:44.190 Amber Lin: Okay, how do I spell savannah’s name.
18 00:03:44.990 ⇒ 00:03:46.470 JanieceGarcia: With one n. At.
19 00:03:46.470 ⇒ 00:03:47.110 Amber Lin: I don’t.
20 00:03:48.990 ⇒ 00:03:51.879 JanieceGarcia: SVAN, a, h.
21 00:03:54.720 ⇒ 00:03:57.149 JanieceGarcia: Did I do that right? I have to write it down.
22 00:03:59.470 ⇒ 00:04:03.180 JanieceGarcia: Yeah. SAVA,
23 00:04:03.180 ⇒ 00:04:07.962 Amber Lin: Okay, okay, are you guys gonna send anything? We could do it together.
24 00:04:08.860 ⇒ 00:04:12.430 JanieceGarcia: We’ve I’ve given them stuff already.
25 00:04:12.430 ⇒ 00:04:13.950 JanieceGarcia: Oh, okay.
26 00:04:13.950 ⇒ 00:04:14.349 Amber Lin: And then.
27 00:04:14.850 ⇒ 00:04:16.929 JanieceGarcia: Shannon, I know, is making a diaper cake.
28 00:04:17.779 ⇒ 00:04:19.512 Amber Lin: A diaper, cake.
29 00:04:20.549 ⇒ 00:04:24.989 ShannonMartinez: It looks like a cake. It’s like 3 tiers, but it has a bunch of pampers, and like a little.
30 00:04:24.990 ⇒ 00:04:25.850 Amber Lin: Lots of little goodies.
31 00:04:25.850 ⇒ 00:04:32.520 ShannonMartinez: Stuff. So I have like pacifiers, and like Passy clips and baby brush, and you.
32 00:04:32.520 ⇒ 00:04:33.470 Amber Lin: Stuff like that, too.
33 00:04:33.470 ⇒ 00:04:35.300 ShannonMartinez: That’s gonna go like in there.
34 00:04:35.820 ⇒ 00:04:37.040 Amber Lin: That’s really cute.
35 00:04:37.140 ⇒ 00:04:40.700 JanieceGarcia: They’re really cute, really, really cute.
36 00:04:40.700 ⇒ 00:04:41.670 Amber Lin: Aw.
37 00:04:41.670 ⇒ 00:04:43.160 JanieceGarcia: And Shannon’s crafty like that.
38 00:04:44.090 ⇒ 00:04:45.350 ShannonMartinez: I love to
39 00:04:45.350 ⇒ 00:04:50.110 ShannonMartinez: do it. I wish I had the time to do it more often, because I really do enjoy it. But
40 00:04:50.580 ⇒ 00:04:52.000 ShannonMartinez: you know, Mom, life.
41 00:04:54.020 ⇒ 00:04:56.699 Amber Lin: Well, Yvette also knows cause she’s been a mom.
42 00:04:57.115 ⇒ 00:04:57.380 JanieceGarcia: Yeah.
43 00:04:59.030 ⇒ 00:05:22.139 Amber Lin: Yeah, I, we have an hour today. I talked with the team and we really wanna incorporate the inspector sheet. Even if it’s not the most up to date, because last time we talked, we know that there’s a lot of questions coming in about that. So I just wanna make sure that I have all the requirements for this, so my team can get it into the system.
44 00:05:22.840 ⇒ 00:05:50.339 Amber Lin: When I looked at this, I know last time we talked. There’s this covers both pest and non pest, and I think it’s pretty these, the 1st few is pretty self explanatory, like the Austin residential. That’s pest. This is pest. This is not pest right? That’s not pest, that is commercial, but pest temporary. It’s also
45 00:05:50.470 ⇒ 00:05:58.019 Amber Lin: under pest, but different. And then this is also residential pest for this part. That’s true, too.
46 00:05:59.600 ⇒ 00:06:04.289 Amber Lin: And then this is non pest. But we can. We can still schedule inspectors
47 00:06:04.600 ⇒ 00:06:11.760 Amber Lin: same not really for this yet, but we’ll just include it. Anyways, when we say X, it means no right.
48 00:06:13.220 ⇒ 00:06:15.899 JanieceGarcia: They are not getting charged for traveling out there.
49 00:06:15.900 ⇒ 00:06:23.670 Amber Lin: Oh, I see, I see. But they’re available, but not getting charged. Let me note that down.
50 00:06:23.670 ⇒ 00:06:24.679 Amber Lin: Yeah. Big screen.
51 00:06:25.040 ⇒ 00:06:49.890 JanieceGarcia: Because the customer, if we go out like Horseshoe Bay Area because they’re bringing a an inspector which mechanical calls them are comfort advisors. So when a Con comfort advisor has to go out of their area, they’re gonna charge the customer a drive fee. So it’s gonna be like an estimate fee to go, give them that estimate.
52 00:06:49.890 ⇒ 00:06:58.549 Amber Lin: I see, I see just checking. If there’s also for Xa on this, that’s the same thing, right?
53 00:06:58.670 ⇒ 00:07:03.109 Amber Lin: So they won’t charge if it’s for these, but if it’s under a thousand they will.
54 00:07:03.110 ⇒ 00:07:04.520 ShannonMartinez: I sent you a text message.
55 00:07:04.520 ⇒ 00:07:11.669 JanieceGarcia: Correct, they won’t. So there’s gonna end up being so for landscaping estimates, there’s minimums.
56 00:07:11.670 ⇒ 00:07:14.018 Amber Lin: Hmm. I see, I see. Okay.
57 00:07:16.180 ⇒ 00:07:30.299 Amber Lin: sounds good. And I’m looking at. I think these, the 1st few ones, make sense. I was looking at so the last 3. So I think this one is more
58 00:07:30.300 ⇒ 00:07:31.810 Amber Lin: for sure features right.
59 00:07:31.810 ⇒ 00:07:35.490 JanieceGarcia: It is, and if I’m not mistaken, that’s actually already in Andy.
60 00:07:35.490 ⇒ 00:07:36.930 Amber Lin: Oh, okay, okay. So that.
61 00:07:36.930 ⇒ 00:07:38.284 JanieceGarcia: It’s on the central dock already.
62 00:07:38.510 ⇒ 00:07:51.159 Amber Lin: Yeah, I’ll I’ll tell them to ignore this spreadsheet, because it’s harder to map each of the ones for procedures in spreadsheets. It’s easier to do it in a central doc. So just tell them to skip this one.
63 00:07:51.160 ⇒ 00:08:09.330 ShannonMartinez: I think, for the sake of, like the Central Doc. If they needed a visual, they could still click it, and then see, you know, like an image versus mapping out where it should go as far as lining out. But Janice is right. We’ve got all this information in there already for Andy that’s been able to interpret it.
64 00:08:09.840 ⇒ 00:08:15.520 Amber Lin: Awesome. What does satellites mean? Is this still for residential pest.
65 00:08:15.520 ⇒ 00:08:18.290 JanieceGarcia: It is, it is. It’s just our smaller areas.
66 00:08:19.063 ⇒ 00:08:19.989 Amber Lin: I see.
67 00:08:20.230 ⇒ 00:08:22.810 Amber Lin: So I’m gonna note that.
68 00:08:25.040 ⇒ 00:08:32.100 Amber Lin: And last one for referrals. It’s when would they make a referral? Is that also in the Central Doc?
69 00:08:32.850 ⇒ 00:08:39.670 ShannonMartinez: When we are when a customer is inquiring about a service that we don’t provide like, we don’t remove bees
70 00:08:39.929 ⇒ 00:08:49.790 ShannonMartinez: or snakes, honeybees. Yeah, and so this is where we would refer them out to somebody, because we don’t.
71 00:08:50.230 ⇒ 00:08:52.450 Amber Lin: We don’t do the service ourself.
72 00:08:52.970 ⇒ 00:08:53.899 Amber Lin: I see.
73 00:08:56.670 ⇒ 00:09:01.810 ShannonMartinez: Like Handyman, for example. You know they can repair chimneys, but they don’t clean them.
74 00:09:04.050 ⇒ 00:09:04.940 ShannonMartinez: So.
75 00:09:05.220 ⇒ 00:09:24.190 ShannonMartinez: And the the thing to to note about all of these other tabs and areas is that we share our inspectors with the home Improvement and the lawn department. So they they’re called universal inspectors because they can bid pest home and lawn. Mechanical is the only one that.
76 00:09:24.190 ⇒ 00:09:24.659 Amber Lin: It’s different.
77 00:09:24.660 ⇒ 00:09:28.109 ShannonMartinez: So we all share this as a tool.
78 00:09:28.660 ⇒ 00:09:29.330 JanieceGarcia: Because.
79 00:09:29.330 ⇒ 00:09:29.680 Amber Lin: So.
80 00:09:29.680 ⇒ 00:09:51.480 ShannonMartinez: Or our zip codes, and both our main areas and our satellites and branches. They’re universal inspectors. So whether a lawn customers calling or they want, like Widow window cleaning gutter, clean power washing. We would all share that, inspector, because that inspector can go out there and bid all of those services together.
81 00:09:52.470 ⇒ 00:09:52.900 Amber Lin: Correct.
82 00:09:52.900 ⇒ 00:09:59.190 Amber Lin: So it’s pest. Lawn and handyman are all the same.
83 00:10:00.310 ⇒ 00:10:03.280 Amber Lin: Home improvement.
84 00:10:03.770 ⇒ 00:10:07.800 JanieceGarcia: Handyman is separate from home improvement.
85 00:10:07.970 ⇒ 00:10:09.599 Amber Lin: Oh, okay, so.
86 00:10:09.600 ⇒ 00:10:14.730 JanieceGarcia: And is actual, like repairs. Yeah, projects.
87 00:10:15.790 ⇒ 00:10:23.890 JanieceGarcia: Repairs things that we’re going to do. We’re going to fix home. Improvement is, gonna be more of like your power washing your gutter, cleaning your.
88 00:10:23.890 ⇒ 00:10:25.020 Amber Lin: I see, I see.
89 00:10:25.020 ⇒ 00:10:35.240 ShannonMartinez: Yeah. So home improvement is the division and the departments within that division are pool, window cleaning handyman and bin cleaning.
90 00:10:35.490 ⇒ 00:10:36.950 JanieceGarcia: Trash, bin, cleaning.
91 00:10:38.130 ⇒ 00:10:43.299 Amber Lin: Oh, I see! But so Handyman is also handled by the universal inspectors.
92 00:10:43.300 ⇒ 00:10:47.330 ShannonMartinez: They’re like their specialty, like mechanical. So it’s like, it’s trade.
93 00:10:47.330 ⇒ 00:10:48.010 Amber Lin: Specific.
94 00:10:48.740 ⇒ 00:10:52.200 ShannonMartinez: But their other 2 departments, other
95 00:10:52.370 ⇒ 00:10:57.569 ShannonMartinez: 2 of their 3 of their 4 departments, do use their universal inspectors.
96 00:10:57.750 ⇒ 00:10:58.070 JanieceGarcia: Yes.
97 00:10:58.070 ⇒ 00:11:03.650 Amber Lin: I see, I see. So the special inspectors
98 00:11:03.880 ⇒ 00:11:11.420 Amber Lin: are anything other than lawn pests in the 3 divisions under home improvement.
99 00:11:11.420 ⇒ 00:11:12.180 ShannonMartinez: Correct.
100 00:11:12.510 ⇒ 00:11:14.099 Amber Lin: I see can you.
101 00:11:14.100 ⇒ 00:11:16.909 ShannonMartinez: Those are like the specialty trades like you have.
102 00:11:16.910 ⇒ 00:11:19.169 ShannonMartinez: How about license to be an electrician?
103 00:11:19.840 ⇒ 00:11:20.630 Amber Lin: So you have.
104 00:11:20.630 ⇒ 00:11:41.629 ShannonMartinez: To be a licensed electrician to be able to quote for electrical services. So mechanical services are like that. It’s Hvac plumbing electrical. They’re licensed trades, and the way that handyman is considered as a license or skilled trade, where it’s not a universal inspector. It’s got to be a handyman who can bid the handyman work.
105 00:11:41.790 ⇒ 00:11:42.390 JanieceGarcia: Correct.
106 00:11:42.390 ⇒ 00:11:43.590 Amber Lin: And I I see.
107 00:11:43.760 ⇒ 00:11:51.459 JanieceGarcia: That does go for just to add on to that. So you know, too, that’s why you’re you’re seeing a tree and a landscape
108 00:11:51.952 ⇒ 00:12:07.190 JanieceGarcia: tab as well is because those are other ones that they have to be licensed to be able to bid. So you have your license, arborist that are doing tree, or you have your license landscapers that are actually bidding landscape.
109 00:12:07.190 ⇒ 00:12:13.570 Amber Lin: Oh, so tree is also a specialty, and.
110 00:12:13.570 ⇒ 00:12:15.500 ShannonMartinez: It’s a certified arborist. Yes, ma’am.
111 00:12:15.500 ⇒ 00:12:17.000 Amber Lin: I see. Okay?
112 00:12:17.570 ⇒ 00:12:21.579 Amber Lin: I think that would be important to let people know.
113 00:12:21.690 ⇒ 00:12:27.759 Amber Lin: Okay, sounds good. I think that’s good enough for us to get started, and then the feedback.
114 00:12:27.760 ⇒ 00:12:40.410 ShannonMartinez: When I talked to her because I met with her last week in my one on one, and I brought up the inspector list. And she’s like, Yeah, we’re ready to do it. She said that we didn’t have to wait for the 2 point. Oh, the project that she’s working on. Yeah, she’s.
115 00:12:40.410 ⇒ 00:12:40.850 Amber Lin: Yeah.
116 00:12:40.850 ⇒ 00:12:41.699 ShannonMartinez: Ahead and add it.
117 00:12:41.900 ⇒ 00:12:51.800 Amber Lin: Awesome. Yeah, I’m gonna let them do this this week and comments, or we’ll test it after it’s incorporated, there will be issues. But as we’ll get it in there first.st
118 00:12:52.180 ⇒ 00:12:53.360 ShannonMartinez: Cool. Okay.
119 00:12:53.360 ⇒ 00:13:11.849 ShannonMartinez: I just really hope that you start to see an uptick. I really heavily emphasized on the use of Andy. And I’m getting. Deborah is just amazing. Deborah’s like the I had a quarterly one on one with her and talked about the how and the why, and she’s literally asking the team, did you use Andy today? Did you use Andy?
120 00:13:11.850 ⇒ 00:13:14.969 ShannonMartinez: Oh, did you use any today? That’s lovely.
121 00:13:14.970 ⇒ 00:13:15.795 ShannonMartinez: I love it.
122 00:13:17.415 ⇒ 00:13:21.549 Amber Lin: Okay, let’s come back to this. I was looking at.
123 00:13:21.960 ⇒ 00:13:25.370 Amber Lin: I was looking at this one. We went through a lot of it last time.
124 00:13:25.800 ⇒ 00:13:40.489 Amber Lin: There’s still a lot there’s still a lot for us to go through. There was one, I think there was one that came in. So I think today we can still go through as much as we can, and then
125 00:13:40.760 ⇒ 00:13:45.230 Amber Lin: we’ll know what to update in the central dock.
126 00:13:45.500 ⇒ 00:13:51.829 Amber Lin: And so hopefully, we can run through all the rest. I know a lot of them has been already
127 00:13:53.048 ⇒ 00:13:58.280 Amber Lin: done. So there’s not too much left. So hopefully we can run through everything today.
128 00:13:58.580 ⇒ 00:13:59.200 JanieceGarcia: Okay.
129 00:13:59.940 ⇒ 00:14:06.470 Amber Lin: Yeah, what about this one? So customer is wanting to seal the doors of home.
130 00:14:06.780 ⇒ 00:14:08.910 Amber Lin: What department is this?
131 00:14:10.720 ⇒ 00:14:12.419 Amber Lin: It’s that service.
132 00:14:12.720 ⇒ 00:14:14.660 JanieceGarcia: That’s not included.
133 00:14:15.600 ⇒ 00:14:17.350 JanieceGarcia: That wouldn’t even be.
134 00:14:17.530 ⇒ 00:14:19.510 Amber Lin: Pest that would have nothing to do with Pest.
135 00:14:19.510 ⇒ 00:14:19.980 Amber Lin: I see.
136 00:14:19.980 ⇒ 00:14:25.009 ShannonMartinez: That’s what that’s what she said it should be. That would be a great, it’s a hand. It would be handyman.
137 00:14:26.650 ⇒ 00:14:30.200 Amber Lin: I see? That’s so funny. Okay, let me filter.
138 00:14:30.200 ⇒ 00:14:37.900 ShannonMartinez: Excuse me just for 2 min. I’ll be right back heading out for the day, and we’ve been missing each other. So give me just a moment. I’ll be right back.
139 00:14:38.320 ⇒ 00:14:38.860 Amber Lin: Okay.
140 00:14:39.080 ⇒ 00:14:42.079 JanieceGarcia: I’ll go through it bigger screen amber so I can.
141 00:14:42.080 ⇒ 00:14:42.590 Amber Lin: Hmm.
142 00:14:50.960 ⇒ 00:14:51.890 Amber Lin: yeah.
143 00:14:52.540 ⇒ 00:15:00.870 Amber Lin: It says, okay, we have a few to go our bed bugs, bed bug bites red. Huh?
144 00:15:01.360 ⇒ 00:15:10.579 JanieceGarcia: Red red welts. That’s nothing. That is something we should not be doing as we should not. If a customer is calling in and saying, Oh, is this bedbug
145 00:15:10.840 ⇒ 00:15:17.840 JanieceGarcia: bites? We should not be identifying by by any means. We’re not licensed.
146 00:15:18.060 ⇒ 00:15:21.810 Amber Lin: So we should actually include that to say we should not do it.
147 00:15:23.730 ⇒ 00:15:30.010 Amber Lin: So we should add it to Central Doc to not diagnose.
148 00:15:30.360 ⇒ 00:15:31.990 JanieceGarcia: When they ask, Okay.
149 00:15:32.250 ⇒ 00:15:33.650 Amber Lin: Sounds good.
150 00:15:35.390 ⇒ 00:15:39.340 Amber Lin: This is information.
151 00:15:39.480 ⇒ 00:15:41.740 Amber Lin: What? That’s the same thing right?
152 00:15:41.740 ⇒ 00:15:42.125 JanieceGarcia: Same
153 00:15:42.986 ⇒ 00:15:46.760 Amber Lin: I see service information.
154 00:15:47.620 ⇒ 00:15:49.239 Amber Lin: Remove this gate.
155 00:15:49.720 ⇒ 00:15:54.540 Amber Lin: Okay, remove service manager.
156 00:15:54.990 ⇒ 00:15:56.930 Amber Lin: Okay, that’s procedures.
157 00:15:57.430 ⇒ 00:16:03.020 Amber Lin: Or is that no, that’s service information. Any. Is this in? Do you think?
158 00:16:03.370 ⇒ 00:16:08.300 JanieceGarcia: It’s definitely not. And that’s nice to know. I’d like to know where she actually got that information.
159 00:16:13.790 ⇒ 00:16:15.090 Amber Lin: okay.
160 00:16:15.460 ⇒ 00:16:25.810 JanieceGarcia: Cause again. You know, some of what we’re finding, too, is that they’re asking things, or they’re coming up with things. And that stuff that should be coming through us
161 00:16:26.110 ⇒ 00:16:34.539 JanieceGarcia: because we are going to, even though she has that information. Then I’m going to come back and say, Okay, hey, can you tell me if this is right?
162 00:16:36.040 ⇒ 00:16:38.700 JanieceGarcia: And then getting the the DM. To to approve or not.
163 00:16:39.226 ⇒ 00:16:45.140 Amber Lin: I see additional cage Charge.
164 00:16:47.640 ⇒ 00:16:49.699 JanieceGarcia: That is accurate information.
165 00:16:49.700 ⇒ 00:16:55.140 Amber Lin: Okay, so so this is correct.
166 00:16:55.540 ⇒ 00:17:02.869 JanieceGarcia: The price hold on the price for additional cage set depends on whether the customer is new or existing correct for non customers. The 1st
167 00:17:04.839 ⇒ 00:17:10.490 JanieceGarcia: cages 1 25. See this right here. Is it $45 for each additional
168 00:17:10.839 ⇒ 00:17:22.589 JanieceGarcia: cage set for a 1 time trapping? That’s going to be dependent upon the agreement, because the one time trapping is completely separate than if a customer has their own
169 00:17:22.859 ⇒ 00:17:23.579 JanieceGarcia: traps.
170 00:17:23.589 ⇒ 00:17:24.289 Amber Lin: Hmm.
171 00:17:31.620 ⇒ 00:17:34.870 JanieceGarcia: And I wonder cause I thought that was already in Central Dock, too.
172 00:17:34.870 ⇒ 00:17:39.390 Amber Lin: I think it is. I think it is. Let’s say it’s testing. I remember seeing it.
173 00:17:39.803 ⇒ 00:17:46.640 JanieceGarcia: And I thought we had actually pulled that up to where we made that you know, we made it a point to to say, hey.
174 00:17:46.640 ⇒ 00:17:47.160 Amber Lin: Hmm.
175 00:17:48.020 ⇒ 00:17:55.050 Amber Lin: yeah, let’s go check. If it’s in there, and then, if it is, we’ll we’ll say that we’ll notify everyone where it’s done. Okay.
176 00:17:55.240 ⇒ 00:17:55.895 Amber Lin: yeah.
177 00:17:57.230 ⇒ 00:17:58.410 JanieceGarcia: That one. We were testing.
178 00:17:58.410 ⇒ 00:18:01.050 Amber Lin: Yeah, we were, yeah, we were.
179 00:18:01.700 ⇒ 00:18:08.140 Amber Lin: So this is mosquito calls done in person.
180 00:18:09.160 ⇒ 00:18:10.719 JanieceGarcia: I think we updated that one, too.
181 00:18:11.300 ⇒ 00:18:12.640 Amber Lin: Okay, that’s testing.
182 00:18:12.640 ⇒ 00:18:13.920 JanieceGarcia: Here all may.
183 00:18:14.110 ⇒ 00:18:23.100 Amber Lin: Yeah, okay, we’ll go through this real fast. Then how many months before you refund? I think we have it. I don’t know if we have the details.
184 00:18:23.640 ⇒ 00:18:24.920 JanieceGarcia: Pretty sure we have that.
185 00:18:24.920 ⇒ 00:18:31.219 Amber Lin: Okay credit on account. I think we. I really know we have a credit section.
186 00:18:31.925 ⇒ 00:18:33.100 JanieceGarcia: Yep, we sure do.
187 00:18:33.681 ⇒ 00:18:38.910 Amber Lin: Cost anything to schedule reservice for one time. Promo
188 00:18:45.250 ⇒ 00:18:52.450 JanieceGarcia: Does it cost anything to schedule a reservice for a 1 time? Mosquito promo for the one time, mosquito
189 00:18:52.610 ⇒ 00:18:58.870 JanieceGarcia: for the mosquito. One time. Promo. We are not able to do a reservice for mosquito maintenance. That’s correct.
190 00:18:59.700 ⇒ 00:19:00.180 JanieceGarcia: huh!
191 00:19:00.180 ⇒ 00:19:06.540 JanieceGarcia: Correct. And I thought we had that in there. But we might not have for the mosquito promo. It doesn’t cost anything, but I know
192 00:19:06.800 ⇒ 00:19:11.220 JanieceGarcia: the $20 retreat. It states only for maintenance customers.
193 00:19:15.040 ⇒ 00:19:19.529 JanieceGarcia: So I wonder how we need to look at that. We need to see what actually comes out.
194 00:19:19.900 ⇒ 00:19:20.540 Amber Lin: Okay.
195 00:19:20.710 ⇒ 00:19:27.430 Amber Lin: So let’s say, it’s testing wasp removal costs.
196 00:19:28.320 ⇒ 00:19:30.270 JanieceGarcia: Why does that still come up.
197 00:19:31.320 ⇒ 00:19:34.019 Amber Lin: This is old, though this is a month ago.
198 00:19:34.020 ⇒ 00:19:34.590 JanieceGarcia: Old.
199 00:19:37.760 ⇒ 00:19:41.089 JanieceGarcia: and she just put the same thing in there.
200 00:19:46.110 ⇒ 00:19:51.010 Amber Lin: Okay, we’ll say we need to test it. If it’s if it comes up, then we’ll say it’s invalid.
201 00:19:52.629 ⇒ 00:19:54.209 Amber Lin: Carpenter bees.
202 00:19:55.070 ⇒ 00:19:57.580 Amber Lin: Don’t think, don’t know if that’s in there.
203 00:19:58.100 ⇒ 00:19:59.110 JanieceGarcia: Phone.
204 00:19:59.520 ⇒ 00:20:03.650 ShannonMartinez: It should be reading it, because it’s under covered covered pests.
205 00:20:04.180 ⇒ 00:20:04.840 Amber Lin: Oh!
206 00:20:05.100 ⇒ 00:20:07.429 JanieceGarcia: Carpenter B’s. I know Carpenter Ann.
207 00:20:07.430 ⇒ 00:20:09.700 ShannonMartinez: Ants. Maybe. Did she tie that in right.
208 00:20:10.600 ⇒ 00:20:11.770 JanieceGarcia: What I’m wondering.
209 00:20:12.190 ⇒ 00:20:14.360 Amber Lin: Carpenter bees in here.
210 00:20:14.740 ⇒ 00:20:15.580 Amber Lin: Okay.
211 00:20:17.110 ⇒ 00:20:18.849 ShannonMartinez: Is there Carpenter Beach.
212 00:20:18.850 ⇒ 00:20:21.520 Amber Lin: Don’t know if there is such a thing. I don’t know.
213 00:20:21.890 ⇒ 00:20:23.440 JanieceGarcia: Well, let’s down last.
214 00:20:24.140 ⇒ 00:20:26.910 ShannonMartinez: Carpenter Fees.
215 00:20:26.910 ⇒ 00:20:28.269 Amber Lin: Such a thing. Oh, yeah.
216 00:20:28.270 ⇒ 00:20:29.576 Amber Lin: Gosh, yes.
217 00:20:30.230 ⇒ 00:20:31.623 JanieceGarcia: Oh, okay.
218 00:20:32.820 ⇒ 00:20:33.380 ShannonMartinez: All right.
219 00:20:33.380 ⇒ 00:20:37.360 JanieceGarcia: So I guess I guess we could just add that in that’s so weird.
220 00:20:38.240 ⇒ 00:20:42.389 JanieceGarcia: Yup, that’s probably something that doesn’t come up very often at all.
221 00:20:42.390 ⇒ 00:20:45.460 ShannonMartinez: That is probably a once in a yeah, and especially because it.
222 00:20:45.890 ⇒ 00:20:48.740 ShannonMartinez: I look at the names on this ever. And I’m like.
223 00:20:49.190 ⇒ 00:20:53.060 ShannonMartinez: so that must be like a valid legit thing. Cause I’m like, okay. So.
224 00:20:53.060 ⇒ 00:20:54.430 JanieceGarcia: The ones that are asking.
225 00:20:54.430 ⇒ 00:20:56.299 ShannonMartinez: Right? Like, yeah.
226 00:20:56.790 ⇒ 00:21:04.270 ShannonMartinez: the roles and stuff. Oh, side note! Did you get Tanner on his own route checking sheet because he’s been on ours all day?
227 00:21:06.380 ⇒ 00:21:08.430 JanieceGarcia: Oh, he doesn’t have to be on your guises.
228 00:21:08.750 ⇒ 00:21:09.120 ShannonMartinez: I know.
229 00:21:09.120 ⇒ 00:21:10.180 JanieceGarcia: One, yet.
230 00:21:10.540 ⇒ 00:21:16.149 ShannonMartinez: Well, it’s fine he’s doing San Antonio, but also college station, too. So.
231 00:21:19.030 ⇒ 00:21:19.780 JanieceGarcia: Cause.
232 00:21:21.330 ⇒ 00:21:24.040 JanieceGarcia: If you want to lock him out of it, you can.
233 00:21:31.330 ⇒ 00:21:37.389 Amber Lin: Okay, every most of the stuff in April. We probably already done. So let’s just.
234 00:21:37.390 ⇒ 00:21:37.770 JanieceGarcia: Oh, yeah.
235 00:21:37.770 ⇒ 00:21:43.709 Amber Lin: Just go through May, and then we’ll we’ll be pretty set term. And mesh warranty. Do we have that.
236 00:21:43.710 ⇒ 00:21:46.160 JanieceGarcia: We updated that. That’s stuff that you had just put in.
237 00:21:46.715 ⇒ 00:21:53.659 Amber Lin: Okay. Testing, removing bait boxes. Charge, huh?
238 00:21:53.660 ⇒ 00:21:57.369 JanieceGarcia: It does. Yes, does, removing the bait boxes.
239 00:21:57.790 ⇒ 00:21:59.220 JanieceGarcia: Oh, no, it does not.
240 00:22:00.005 ⇒ 00:22:00.350 ShannonMartinez: Stuff.
241 00:22:00.350 ⇒ 00:22:04.070 JanieceGarcia: I’ve run program. That would be canceling the rodent baiting program.
242 00:22:06.870 ⇒ 00:22:08.800 JanieceGarcia: See? It does. Removing.
243 00:22:08.800 ⇒ 00:22:17.609 ShannonMartinez: Annual. Yeah, it’s a that’s a verbiage thing. But I would like for anything in regards to review pricing, to go to your supervisor.
244 00:22:18.740 ⇒ 00:22:19.520 Amber Lin: Yeah.
245 00:22:19.520 ⇒ 00:22:22.890 JanieceGarcia: That should be going to the Supervisor. It should have come out that way anyway.
246 00:22:23.806 ⇒ 00:22:27.004 ShannonMartinez: Yeah, I had one, that I took 8 boxes off of this morning
247 00:22:27.460 ⇒ 00:22:35.509 ShannonMartinez: on our rmp wrote an annual, so the verbiage on this one was tricky, because it’s asking about something that I think it was intended as something else.
248 00:22:36.283 ⇒ 00:22:37.549 Amber Lin: I, see.
249 00:22:37.550 ⇒ 00:22:45.399 JanieceGarcia: The price of rodent baiting program. And yes, if you’re taking the rodent baiting the rope bait boxes, then that means you’re canceling the baiting program.
250 00:22:45.400 ⇒ 00:22:46.130 ShannonMartinez: Right.
251 00:22:48.160 ⇒ 00:22:54.420 ShannonMartinez: You can have rodent coverage and take the bait boxes out, but you can’t have rodent baiting and take the baiting away, because then it’s nothing.
252 00:22:54.420 ⇒ 00:22:55.050 JanieceGarcia: When it’s okay.
253 00:22:57.920 ⇒ 00:23:06.900 Amber Lin: I see. Okay, tarantulas included in Gcp, I don’t think we specified it.
254 00:23:06.900 ⇒ 00:23:10.449 Amber Lin: Do I have access to this actual.
255 00:23:10.750 ⇒ 00:23:33.189 ShannonMartinez: I made a a commitment to the Csrs. That if there was something that when it came through because we could see who it was, I know, if I go back through my email, I can see who’s been active and all of that. I just need to bookmark everything so that way I can monitor it more closely, because really, really, especially upon the release of the Central Doc, I wanna make sure that I’m going.
256 00:23:33.190 ⇒ 00:23:43.590 Amber Lin: Answering our agents full circle, if it’s an answer that there haven’t been provided yet, or something that’s waiting on like this one. That one was a prime example for the rodent meeting. Like, I’m gonna go back and say, Okay.
257 00:23:43.590 ⇒ 00:23:47.229 ShannonMartinez: This is what needs to happen, although I know that it’s quite dated
258 00:23:47.787 ⇒ 00:23:52.670 ShannonMartinez: but I want to stay on top of keeping it current, as we have the newer stuff.
259 00:23:52.950 ⇒ 00:23:53.480 Amber Lin: Totally.
260 00:23:53.840 ⇒ 00:23:56.040 JanieceGarcia: You should have access to this.
261 00:23:56.040 ⇒ 00:24:00.359 Amber Lin: This is. This is the sheet that everybody should let me check.
262 00:24:00.730 ⇒ 00:24:02.410 Amber Lin: If you’re in here.
263 00:24:02.870 ⇒ 00:24:05.040 ShannonMartinez: So spreadsheet, hub.
264 00:24:07.780 ⇒ 00:24:08.400 Amber Lin: Show me!
265 00:24:08.400 ⇒ 00:24:10.609 JanieceGarcia: You are as Martinez at go. Ant either. Yep.
266 00:24:10.610 ⇒ 00:24:11.449 ShannonMartinez: Thank you, love.
267 00:24:12.230 ⇒ 00:24:13.150 ShannonMartinez: Spreadsheet, hub.
268 00:24:13.150 ⇒ 00:24:17.560 Amber Lin: Yeah, this is ABC home, AI platform spreadsheet. Hub.
269 00:24:18.990 ⇒ 00:24:19.860 Amber Lin: Yes.
270 00:24:21.692 ⇒ 00:24:28.710 Amber Lin: So this is service information. I think we still need to add this in to Rachel. Specifically.
271 00:24:29.050 ⇒ 00:24:30.250 JanieceGarcia: That’s spiders.
272 00:24:31.140 ⇒ 00:24:38.830 Amber Lin: Bed bugs inspect, don’t. Okay, that’s not not in there, managers.
273 00:24:40.010 ⇒ 00:24:43.670 Amber Lin: I think we just added, I think we the
274 00:24:43.790 ⇒ 00:24:46.320 Amber Lin: oh, that sheet is not in there.
275 00:24:46.630 ⇒ 00:24:50.890 Amber Lin: So we’re going to add that we’ll add.
276 00:24:54.050 ⇒ 00:24:55.680 Amber Lin: add sheet.
277 00:24:57.360 ⇒ 00:25:02.590 Amber Lin: Okay, next, one grasshoppers is that in there.
278 00:25:03.390 ⇒ 00:25:06.880 JanieceGarcia: Grasshoppers are not.
279 00:25:07.990 ⇒ 00:25:09.229 ShannonMartinez: That’s lawn, though. Right.
280 00:25:09.750 ⇒ 00:25:12.250 JanieceGarcia: Grasshoppers. I don’t even think we actually.
281 00:25:12.530 ⇒ 00:25:13.730 ShannonMartinez: Is it? I don’t know.
282 00:25:14.210 ⇒ 00:25:26.719 ShannonMartinez: and I hate to go. I I know we’re making progress. I don’t want to backtrack, but the 1st thing I pulled open was that handyman thing, and I almost wish it would. We could tell Andy to say not in pest, but oh, by the way, Handyman.
283 00:25:27.743 ⇒ 00:25:28.570 Amber Lin: Which one.
284 00:25:28.830 ⇒ 00:25:33.430 ShannonMartinez: It’s the very 1st one. It’s it’s dated 6, 23 for April.
285 00:25:35.110 ⇒ 00:25:37.619 ShannonMartinez: April. Simmons. It’s the very top line.
286 00:25:37.820 ⇒ 00:25:39.770 Amber Lin: Hmm! I see. Let me.
287 00:25:39.770 ⇒ 00:25:41.569 ShannonMartinez: 6, 23 is the date.
288 00:25:41.790 ⇒ 00:25:44.609 Amber Lin: Yeah, I think I assigned it some
289 00:25:47.150 ⇒ 00:25:48.630 Amber Lin: Where did I put it?
290 00:25:54.180 ⇒ 00:25:56.450 Amber Lin: 6, 12, huh?
291 00:26:06.050 ⇒ 00:26:08.109 Amber Lin: Oh, think it’s in?
292 00:26:08.210 ⇒ 00:26:11.730 Amber Lin: It’s probably under invalid now or other.
293 00:26:11.730 ⇒ 00:26:14.800 ShannonMartinez: Is under service information. Other actions, not pest, is.
294 00:26:16.380 ⇒ 00:26:22.880 ShannonMartinez: you see, but we actually need Andy to say this isn’t something that we would handle.
295 00:26:23.500 ⇒ 00:26:24.050 ShannonMartinez: It, says.
296 00:26:24.050 ⇒ 00:26:24.740 JanieceGarcia: By the way.
297 00:26:24.980 ⇒ 00:26:31.369 ShannonMartinez: Yes, it says, home sealing services to print pests are handled by the remote control. Press
298 00:26:31.580 ⇒ 00:26:36.120 ShannonMartinez: treatment. Not to prevent that would be handyman. Oh, by the way.
299 00:26:36.660 ⇒ 00:26:37.180 JanieceGarcia: Yep.
300 00:26:39.110 ⇒ 00:26:40.599 ShannonMartinez: See that, was the answer it gave.
301 00:26:41.200 ⇒ 00:26:51.079 ShannonMartinez: and we do treat for the prevention of pests. But sealing of services would be handyman. So this would be if we could tell Andy to say, Okay, oh, by the way, handyman.
302 00:26:51.220 ⇒ 00:26:52.020 ShannonMartinez: yeah, yeah.
303 00:26:52.522 ⇒ 00:26:57.710 Amber Lin: Okay, let me say, I see.
304 00:26:58.020 ⇒ 00:26:59.300 Amber Lin: So.
305 00:27:03.070 ⇒ 00:27:05.420 ShannonMartinez: The home ceiling. Part. Yeah.
306 00:27:07.710 ⇒ 00:27:10.030 Amber Lin: Oh, ceilings here.
307 00:27:11.060 ⇒ 00:27:13.030 Amber Lin: Okay. Sounds good.
308 00:27:18.910 ⇒ 00:27:23.760 Amber Lin: Hmm, alright. Not much left in May.
309 00:27:25.727 ⇒ 00:27:31.730 Amber Lin: Snails don’t know if that. Okay, huh?
310 00:27:31.950 ⇒ 00:27:33.449 Amber Lin: Is that in there? Then.
311 00:27:34.280 ⇒ 00:27:40.659 JanieceGarcia: Snails are not, and snails are actually seasonal.
312 00:27:45.270 ⇒ 00:27:47.160 Amber Lin: Do you know if it’s in a central dock.
313 00:27:47.160 ⇒ 00:27:47.990 JanieceGarcia: It is not.
314 00:27:48.250 ⇒ 00:27:48.920 Amber Lin: Okay.
315 00:27:49.200 ⇒ 00:27:56.420 Amber Lin: Sounds good service information, mosquito resurvice. We added that right.
316 00:28:01.650 ⇒ 00:28:06.070 Amber Lin: Cost of mosquito maintenance. I think we also added that.
317 00:28:06.070 ⇒ 00:28:07.450 JanieceGarcia: That’s the same thing. Yep.
318 00:28:07.630 ⇒ 00:28:09.089 Amber Lin: Yeah, to see in that.
319 00:28:09.090 ⇒ 00:28:13.390 JanieceGarcia: Where we were going through. That’s when Shannon and I had added all of that stuff, even saying that.
320 00:28:13.390 ⇒ 00:28:13.940 Amber Lin: Oh!
321 00:28:13.940 ⇒ 00:28:19.849 JanieceGarcia: The retreat for $20 is only maintenance. It’s not gonna be for a 1 time. So.
322 00:28:20.256 ⇒ 00:28:21.070 Amber Lin: I, see.
323 00:28:21.070 ⇒ 00:28:22.480 JanieceGarcia: Definitely needs, trusting.
324 00:28:24.525 ⇒ 00:28:26.880 Amber Lin: Rodent smoke test
325 00:28:28.400 ⇒ 00:28:30.369 JanieceGarcia: That shouldn’t even.
326 00:28:31.820 ⇒ 00:28:32.790 ShannonMartinez: It needs a process.
327 00:28:32.790 ⇒ 00:28:39.920 JanieceGarcia: It does need a process, because the rodent smoke test should only be coming from a service manager telling us exactly who to put it on.
328 00:28:41.540 ⇒ 00:28:46.602 JanieceGarcia: Correct. Yeah, but the durations and all of that. It needs to be broken down.
329 00:28:54.740 ⇒ 00:28:56.840 Amber Lin: Okay processes for scheduling.
330 00:28:57.110 ⇒ 00:28:58.429 Amber Lin: Okay, that’s the same.
331 00:28:58.430 ⇒ 00:28:59.380 JanieceGarcia: Same thing.
332 00:29:00.070 ⇒ 00:29:00.660 Amber Lin: Same thing
333 00:29:01.960 ⇒ 00:29:03.300 ShannonMartinez: She asked it back to back.
334 00:29:03.460 ⇒ 00:29:06.610 ShannonMartinez: Oh, cause she was probably thinking about. How do I word this.
335 00:29:06.610 ⇒ 00:29:07.559 JanieceGarcia: How do I word it? Yeah.
336 00:29:08.250 ⇒ 00:29:11.170 Amber Lin: Need number of texts.
337 00:29:11.960 ⇒ 00:29:13.039 ShannonMartinez: Trevor’s a gem.
338 00:29:13.590 ⇒ 00:29:14.529 JanieceGarcia: Yeah, she is.
339 00:29:14.530 ⇒ 00:29:18.300 Amber Lin: Yeah, lovely. I’m gonna say, these are duplicates.
340 00:29:21.070 ⇒ 00:29:22.530 ShannonMartinez: It’s duplicate.
341 00:29:22.530 ⇒ 00:29:27.210 Amber Lin: Okay, calculate amount customer owes for canceling.
342 00:29:27.440 ⇒ 00:29:29.049 JanieceGarcia: We’re getting all that information.
343 00:29:29.420 ⇒ 00:29:33.720 Amber Lin: Okay. Getting info.
344 00:29:34.070 ⇒ 00:29:38.830 JanieceGarcia: Because before we weren’t supposed to give any of that information.
345 00:29:38.830 ⇒ 00:29:40.449 Amber Lin: Oh, okay.
346 00:29:41.150 ⇒ 00:29:42.450 Amber Lin: Service.
347 00:29:46.400 ⇒ 00:29:48.700 JanieceGarcia: That’s an inspector question.
348 00:29:49.130 ⇒ 00:29:51.600 Amber Lin: It’s inspector.
349 00:29:53.390 ⇒ 00:29:54.010 Amber Lin: Don’t get.
350 00:29:54.010 ⇒ 00:29:55.640 ShannonMartinez: That with the Zip code sheet.
351 00:29:56.190 ⇒ 00:29:56.790 Amber Lin: Yeah.
352 00:29:59.180 ⇒ 00:30:08.740 Amber Lin: Say, switch to can free. Oh, procedures.
353 00:30:11.940 ⇒ 00:30:12.699 JanieceGarcia: I don’t know if we just.
354 00:30:12.700 ⇒ 00:30:15.820 JanieceGarcia: you know, put on there, Con, send. Follow up to contract entry.
355 00:30:16.390 ⇒ 00:30:17.090 Amber Lin: I see.
356 00:30:17.090 ⇒ 00:30:17.784 ShannonMartinez: Process,
357 00:30:22.670 ⇒ 00:30:25.950 ShannonMartinez: it’s got the 1, 2, 3, 4, 5 steps. Just adding that one.
358 00:30:26.770 ⇒ 00:30:27.819 JanieceGarcia: The last one.
359 00:30:28.330 ⇒ 00:30:31.190 JanieceGarcia: Send to contract entry.
360 00:30:40.630 ⇒ 00:30:44.970 Amber Lin: What service, code service code.
361 00:30:47.949 ⇒ 00:30:52.500 ShannonMartinez: Let’s just do add process. I just had that break. Yeah.
362 00:30:52.880 ⇒ 00:30:53.880 Amber Lin: Hmm, okay.
363 00:30:53.880 ⇒ 00:30:54.989 ShannonMartinez: We just covered that.
364 00:30:57.740 ⇒ 00:30:58.830 Amber Lin: So.
365 00:30:59.161 ⇒ 00:31:01.150 ShannonMartinez: Actually, that’s yeah, assigned Owner Janice.
366 00:31:01.150 ⇒ 00:31:01.680 Amber Lin: Okay.
367 00:31:01.860 ⇒ 00:31:05.150 Amber Lin: Residential flea. Move out in.
368 00:31:05.720 ⇒ 00:31:06.510 JanieceGarcia: Colleen.
369 00:31:09.990 ⇒ 00:31:12.240 JanieceGarcia: Again. We’ll have to. I mean.
370 00:31:13.560 ⇒ 00:31:16.310 JanieceGarcia: there’s not a base price we send on an inspector.
371 00:31:17.310 ⇒ 00:31:25.210 JanieceGarcia: Looks like I provided the info requested as Per Andy. What is a specific city in Bow County? Knowing this fee will allow me to provide nice
372 00:31:25.769 ⇒ 00:31:31.029 JanieceGarcia: the next response was, I’m sorry, but I don’t have access to the information I recommend escalation.
373 00:31:31.030 ⇒ 00:31:32.170 ShannonMartinez: Hello, Deborah!
374 00:31:32.410 ⇒ 00:31:35.499 ShannonMartinez: I love that. She’s the one that’s rallying everybody, you know.
375 00:31:37.750 ⇒ 00:31:39.069 JanieceGarcia: She knows her stuff.
376 00:31:39.070 ⇒ 00:31:40.730 ShannonMartinez: She does. She’s so good.
377 00:31:42.980 ⇒ 00:31:44.550 ShannonMartinez: She’s very thorough.
378 00:31:44.550 ⇒ 00:31:47.469 JanieceGarcia: Yeah, sure what? I’m missing to get the answer.
379 00:31:50.400 ⇒ 00:31:51.670 JanieceGarcia: I love it.
380 00:31:52.360 ⇒ 00:31:55.080 JanieceGarcia: But that one goes with that above question. So.
381 00:31:55.486 ⇒ 00:32:03.440 Amber Lin: I see I’m gonna I’m gonna copy this.
382 00:32:03.870 ⇒ 00:32:04.829 JanieceGarcia: To there. Yup!
383 00:32:04.830 ⇒ 00:32:06.849 Amber Lin: Yeah, so that we can know.
384 00:32:10.310 ⇒ 00:32:17.463 Amber Lin: Say, this is a duplicate, remove, bid, spell.
385 00:32:18.820 ⇒ 00:32:20.830 JanieceGarcia: We do in residential PC. And in.
386 00:32:20.830 ⇒ 00:32:24.265 ShannonMartinez: And that’s the other thing, too. Can Andy figure out when we misspell.
387 00:32:24.530 ⇒ 00:32:26.979 Amber Lin: Right, I think.
388 00:32:27.676 ⇒ 00:32:28.373 Amber Lin: Sure.
389 00:32:29.070 ⇒ 00:32:29.879 ShannonMartinez: Train her mom.
390 00:32:30.150 ⇒ 00:32:31.859 ShannonMartinez: It’s supposed to be birds.
391 00:32:33.760 ⇒ 00:32:37.480 JanieceGarcia: Oh, instead of bit, I read birds. Yeah, I.
392 00:32:37.940 ⇒ 00:32:38.270 ShannonMartinez: See you.
393 00:32:38.270 ⇒ 00:32:39.160 Amber Lin: I saw a bit.
394 00:32:39.160 ⇒ 00:32:44.710 ShannonMartinez: Until I heard Amber say, Bids. I read birds, too. I know that’s what they what she meant.
395 00:32:44.710 ⇒ 00:32:48.779 Amber Lin: Yeah, I think that’s why this this was so confused.
396 00:32:49.260 ⇒ 00:32:53.099 Amber Lin: Okay. Okay. I’m gonna say, invalid dead animal
397 00:32:53.100 ⇒ 00:32:55.689 Amber Lin: removal that should be in there.
398 00:32:55.690 ⇒ 00:32:56.460 JanieceGarcia: Yes, it is.
399 00:32:57.740 ⇒ 00:33:00.129 JanieceGarcia: Poor Guy, still learning. That’s funny.
400 00:33:00.130 ⇒ 00:33:00.960 JanieceGarcia: Learn now.
401 00:33:00.960 ⇒ 00:33:02.830 JanieceGarcia: Oh, these are old right.
402 00:33:02.830 ⇒ 00:33:06.059 ShannonMartinez: They were old. Yeah, I think you’ve probably already.
403 00:33:06.567 ⇒ 00:33:08.089 JanieceGarcia: Update that stuff.
404 00:33:08.090 ⇒ 00:33:11.430 Amber Lin: Sounds good, so I’m good safe, all right.
405 00:33:11.430 ⇒ 00:33:13.500 JanieceGarcia: That’s what doesn’t look so big.
406 00:33:15.080 ⇒ 00:33:15.660 ShannonMartinez: How do you.
407 00:33:15.660 ⇒ 00:33:24.940 Amber Lin: I’m gonna I’m gonna move these to invalid. So it gets it gets booted.
408 00:33:25.740 ⇒ 00:33:27.110 Amber Lin: Let me.
409 00:33:27.480 ⇒ 00:33:28.150 JanieceGarcia: Perfect.
410 00:33:28.320 ⇒ 00:33:29.060 Amber Lin: Boot them.
411 00:33:34.360 ⇒ 00:33:35.460 Amber Lin: Okay? And then.
412 00:33:35.460 ⇒ 00:33:39.230 JanieceGarcia: You can even see which ones that we’ve done.
413 00:33:39.540 ⇒ 00:33:47.330 Amber Lin: Yeah. So we’ll go up. So we have 37, and then we’ll we can go update these.
414 00:33:47.560 ⇒ 00:33:51.580 Amber Lin: I’ll take that. Yeah. And some of them are like, I think
415 00:33:52.310 ⇒ 00:34:00.210 Amber Lin: 2, 3 of them are brain forge. So I’m gonna sort this, this will, I will go
416 00:34:00.380 ⇒ 00:34:02.199 Amber Lin: take to the team.
417 00:34:02.380 ⇒ 00:34:05.400 Amber Lin: And then for these
418 00:34:07.290 ⇒ 00:34:11.140 JanieceGarcia: Where Shannon and I really need to come through.
419 00:34:11.469 ⇒ 00:34:12.399 Amber Lin: Yeah.
420 00:34:12.630 ⇒ 00:34:14.939 JanieceGarcia: And do what we were doing before.
421 00:34:14.940 ⇒ 00:34:15.600 ShannonMartinez: Yes.
422 00:34:16.259 ⇒ 00:34:18.819 Amber Lin: I mean. For this we can add.
423 00:34:19.129 ⇒ 00:34:29.069 Amber Lin: like a a good course of action could be. We could add a column to say what section of the Central Doc to be, and we can batch it by section. So that would be faster. Okay.
424 00:34:29.070 ⇒ 00:34:38.810 ShannonMartinez: I got clarification on that Bolton Manual one, and it’s just schedule an inspector, because sometimes we can, sometimes we can’t. But we in the office can’t determine that.
425 00:34:40.659 ⇒ 00:34:41.800 ShannonMartinez: like when they’re.
426 00:34:41.800 ⇒ 00:34:44.920 JanieceGarcia: That was part of my deal. We put that in the central dock already.
427 00:34:44.929 ⇒ 00:34:45.849 JanieceGarcia: You did. Okay? Good.
428 00:34:45.850 ⇒ 00:34:47.820 JanieceGarcia: Yeah. That’s an old, that’s an old one.
429 00:34:48.800 ⇒ 00:34:49.400 ShannonMartinez: And then.
430 00:34:49.409 ⇒ 00:34:51.989 Amber Lin: We never. I think we never updated.
431 00:34:53.610 ⇒ 00:34:54.400 ShannonMartinez: Testing.
432 00:34:54.409 ⇒ 00:34:58.530 Amber Lin: Yeah, let me let me add a new thing as done.
433 00:34:59.990 ⇒ 00:35:01.139 Amber Lin: Closed.
434 00:35:02.650 ⇒ 00:35:08.070 Amber Lin: Okay, yeah. I’ll say it’s testing
435 00:35:17.660 ⇒ 00:35:24.040 Amber Lin: For how do we batch these
436 00:35:24.340 ⇒ 00:35:31.679 Amber Lin: like, maybe, if I sort this, but I can, and sort this by say, those are perceived.
437 00:35:31.680 ⇒ 00:35:32.280 ShannonMartinez: Internally.
438 00:35:33.900 ⇒ 00:35:40.560 Amber Lin: These or service informations.
439 00:35:44.660 ⇒ 00:35:48.380 Amber Lin: I think that these could be something quick to
440 00:35:48.750 ⇒ 00:36:01.119 Amber Lin: like to update. It’s it’s just what what’s included, what’s not included. That could be pretty fast. I think we could start there. Oh, let me assign some to these
441 00:36:02.870 ⇒ 00:36:18.999 Amber Lin: mosquito law initial. Okay, let me say this is Rainforge, but, customer, this is really old.
442 00:36:19.420 ⇒ 00:36:20.660 JanieceGarcia: That is very old.
443 00:36:22.140 ⇒ 00:36:32.309 Amber Lin: Let me say it’s testing testing grasshoppers service information.
444 00:36:32.980 ⇒ 00:36:36.750 Amber Lin: Okay, let me sort again.
445 00:36:37.270 ⇒ 00:36:49.019 ShannonMartinez: That I think the that one that was right above it about the maintenance versus annual inspection. I think you might need to have that tested as well, because termite annuals and termite maintenance are different.
446 00:36:50.435 ⇒ 00:36:51.310 ShannonMartinez: Yes.
447 00:36:51.680 ⇒ 00:36:52.440 Amber Lin: Last, one.
448 00:36:52.720 ⇒ 00:36:57.429 ShannonMartinez: Yes, it’s like Andy read it as inspection, but it’s for maintenance.
449 00:37:00.800 ⇒ 00:37:06.060 ShannonMartinez: So on an inspection. Yes, we have to be home. If we’re doing maintenance, it’s on the outside. We don’t have to go inside.
450 00:37:06.250 ⇒ 00:37:06.790 JanieceGarcia: Right?
451 00:37:07.070 ⇒ 00:37:07.880 JanieceGarcia: Because we’re checking.
452 00:37:07.880 ⇒ 00:37:10.900 ShannonMartinez: The little, the things outside of the house.
453 00:37:12.300 ⇒ 00:37:17.370 Amber Lin: I see. So this is service information.
454 00:37:32.250 ⇒ 00:37:35.779 Amber Lin: check. If anything else is assigned to Brainforge.
455 00:37:37.540 ⇒ 00:37:41.959 Amber Lin: Okay, sort by agency.
456 00:37:42.230 ⇒ 00:37:50.399 Amber Lin: I think a good place to start with, just to be all this service information, if it’s just okay, is this in? Is this? Not in
457 00:37:50.520 ⇒ 00:38:03.080 Amber Lin: think, even though there’s quite a bit. It could be pretty straightforward. It would just to be just to be add like one line somewhere of oh, yes, we treat for rabbits. No, we don’t treat for rabbits.
458 00:38:03.640 ⇒ 00:38:05.680 Amber Lin: I think these could be pretty fast.
459 00:38:06.160 ⇒ 00:38:06.690 JanieceGarcia: Sure.
460 00:38:06.860 ⇒ 00:38:08.270 Amber Lin: Yeah, okay.
461 00:38:08.410 ⇒ 00:38:11.420 Amber Lin: I think that’s we can start there. That wouldn’t take too long.
462 00:38:11.800 ⇒ 00:38:12.360 JanieceGarcia: Okay.
463 00:38:14.150 ⇒ 00:38:14.870 JanieceGarcia: Sounds good.
464 00:38:14.870 ⇒ 00:38:15.440 JanieceGarcia: Yeah.
465 00:38:18.910 ⇒ 00:38:26.100 Amber Lin: And then for those in in testing, I’ll ask
466 00:38:26.270 ⇒ 00:38:29.620 Amber Lin: the team to test these to make sure that.
467 00:38:29.950 ⇒ 00:38:33.089 Amber Lin: and then we’ll add any new answers there.
468 00:38:35.670 ⇒ 00:38:37.969 Amber Lin: Okay, sounds good.
469 00:38:38.410 ⇒ 00:38:41.520 Amber Lin: Let me go to the central dock.
470 00:38:43.870 ⇒ 00:38:50.149 Amber Lin: So any questions you guys have before we transfer everybody over to the Central Doc.
471 00:38:52.460 ⇒ 00:38:53.170 JanieceGarcia: No.
472 00:38:53.910 ⇒ 00:38:55.960 ShannonMartinez: Did she go with option? 1, 1 or 2.
473 00:38:56.340 ⇒ 00:39:00.880 Amber Lin: I don’t know, cause I think she’s still. She hasn’t had time to look at it.
474 00:39:00.880 ⇒ 00:39:01.760 JanieceGarcia: Later to you.
475 00:39:01.760 ⇒ 00:39:02.280 Amber Lin: Yeah.
476 00:39:03.980 ⇒ 00:39:12.539 Amber Lin: probably, like both works, it’s just the 1st one we need to add every single, every single person. And we need to check if their access works. But.
477 00:39:12.650 ⇒ 00:39:18.350 Amber Lin: like we, we don’t have like hundreds of people. So it should be fine. Technically.
478 00:39:19.050 ⇒ 00:39:19.690 JanieceGarcia: Cool.
479 00:39:20.260 ⇒ 00:39:20.860 Amber Lin: Yeah.
480 00:39:21.090 ⇒ 00:39:21.950 Amber Lin: Okay?
481 00:39:23.026 ⇒ 00:39:30.530 Amber Lin: We still have. Okay, we have 20 min left. We could use that to work on. Say, a section for the Central dock.
482 00:39:32.840 ⇒ 00:39:33.500 JanieceGarcia: Billing.
483 00:39:34.584 ⇒ 00:39:37.359 Amber Lin: Okay, where is billing?
484 00:39:38.413 ⇒ 00:39:39.220 Amber Lin: Right here.
485 00:39:41.010 ⇒ 00:39:43.119 JanieceGarcia: I want to make sure all the follow up.
486 00:39:44.320 ⇒ 00:39:49.720 JanieceGarcia: Sorry I wanna make sure all the follow ups are in there like the follow up for adjustment, the follow up for canceling.
487 00:39:49.720 ⇒ 00:39:50.520 Amber Lin: Hmm.
488 00:39:51.500 ⇒ 00:39:53.142 JanieceGarcia: Follow up for
489 00:39:54.010 ⇒ 00:39:57.090 ShannonMartinez: And the one on the pay on the on the pest drive.
490 00:39:57.976 ⇒ 00:40:00.110 ShannonMartinez: Is real hard to like.
491 00:40:00.850 ⇒ 00:40:02.599 ShannonMartinez: because with the highlights and stuff.
492 00:40:02.600 ⇒ 00:40:03.300 JanieceGarcia: Yeah.
493 00:40:03.300 ⇒ 00:40:09.490 ShannonMartinez: So I’ve used the one from our continuing age. Education, the Ce.
494 00:40:10.450 ⇒ 00:40:12.489 ShannonMartinez: And it’s listed out.
495 00:40:15.830 ⇒ 00:40:18.479 JanieceGarcia: I don’t even see the follow ups in here, though.
496 00:40:18.480 ⇒ 00:40:18.860 ShannonMartinez: I just.
497 00:40:18.860 ⇒ 00:40:20.489 JanieceGarcia: I know they were in here.
498 00:40:20.620 ⇒ 00:40:25.889 ShannonMartinez: I know I just recently forwarded these to the top of my list, Janice, if you’ll hit, refresh.
499 00:40:28.410 ⇒ 00:40:30.479 ShannonMartinez: go ahead and put amber on it, too.
500 00:40:31.123 ⇒ 00:40:34.440 ShannonMartinez: I feel like it’s more. It’s clearer.
501 00:40:36.390 ⇒ 00:40:42.080 Amber Lin: I think a lot of our follow ups are scattered, scattered across.
502 00:40:43.220 ⇒ 00:40:45.320 ShannonMartinez: Oh, I just saw something.
503 00:40:46.053 ⇒ 00:40:46.599 Amber Lin: Come on.
504 00:40:46.600 ⇒ 00:40:47.310 ShannonMartinez: Hmm!
505 00:40:47.830 ⇒ 00:40:48.750 ShannonMartinez: No.
506 00:40:48.940 ⇒ 00:40:50.570 Amber Lin: As in high lines.
507 00:40:50.600 ⇒ 00:40:59.510 ShannonMartinez: We reference it a lot, because the term is internal lingo. It’s like message to office. It’s Mto essentially is what a follow up is.
508 00:41:01.270 ⇒ 00:41:03.085 Amber Lin: Don’t have that.
509 00:41:04.170 ⇒ 00:41:06.899 JanieceGarcia: Can you put in a cancellation
510 00:41:09.330 ⇒ 00:41:12.000 JanieceGarcia: or type in FLW.
511 00:41:12.360 ⇒ 00:41:13.510 JanieceGarcia: UP.
512 00:41:15.210 ⇒ 00:41:16.410 JanieceGarcia: Okay, hold on.
513 00:41:17.320 ⇒ 00:41:21.920 JanieceGarcia: Oh, yeah, requested a submitter.
514 00:41:21.920 ⇒ 00:41:23.400 ShannonMartinez: Okay. So I’ve seen it here.
515 00:41:24.100 ⇒ 00:41:24.999 JanieceGarcia: So they’re in there.
516 00:41:25.000 ⇒ 00:41:26.910 ShannonMartinez: Maybe it’s because it’s bulleted.
517 00:41:27.220 ⇒ 00:41:29.129 JanieceGarcia: It is. They’re bulleted.
518 00:41:31.260 ⇒ 00:41:34.149 JanieceGarcia: And we did use. We did use those
519 00:41:35.030 ⇒ 00:41:37.739 JanieceGarcia: Shannon, the ones that you just sent in the email.
520 00:41:37.740 ⇒ 00:41:39.960 ShannonMartinez: Okay. So maybe we just change the format.
521 00:41:40.320 ⇒ 00:41:45.320 ShannonMartinez: And instead of it being bullet, maybe do 1, 2, 3, or.
522 00:41:45.320 ⇒ 00:41:45.960 JanieceGarcia: Yeah.
523 00:41:46.230 ⇒ 00:41:46.790 ShannonMartinez: Right.
524 00:41:46.790 ⇒ 00:41:49.879 ShannonMartinez: These are for different refunds. Correct.
525 00:41:50.950 ⇒ 00:41:56.970 ShannonMartinez: If they, it’s a credit card, it’s 1 way. If it’s a check, it’s another way. If it’s a
526 00:41:57.640 ⇒ 00:41:58.450 ShannonMartinez: you know.
527 00:41:58.750 ⇒ 00:42:00.100 Amber Lin: Oh!
528 00:42:00.100 ⇒ 00:42:03.860 ShannonMartinez: So they all have different names that align themselves with.
529 00:42:05.890 ⇒ 00:42:07.920 ShannonMartinez: Our evolve lingo.
530 00:42:08.250 ⇒ 00:42:08.780 JanieceGarcia: Yeah.
531 00:42:08.920 ⇒ 00:42:14.889 JanieceGarcia: But instead of the bullets, that’s what we’re talking about. Can we do? 1, 2, 3, 4.
532 00:42:15.010 ⇒ 00:42:16.850 Amber Lin: Oh, I see! I see!
533 00:42:17.860 ⇒ 00:42:21.980 JanieceGarcia: Like that, because then that’s going to give them the entire template.
534 00:42:23.620 ⇒ 00:42:25.739 ShannonMartinez: Could we just not have it at all?
535 00:42:26.040 ⇒ 00:42:34.819 ShannonMartinez: What cause? It’ll let us bold it like in the email, because then it, those are gonna end end up being translated into the ones that go to.
536 00:42:41.410 ⇒ 00:42:43.379 JanieceGarcia: Well, damage claim isn’t in here, though.
537 00:42:43.540 ⇒ 00:42:45.369 ShannonMartinez: Yeah. Damage claim isn’t in there.
538 00:42:45.640 ⇒ 00:42:50.010 JanieceGarcia: But it could be somewhere else, like the cancellation ones, with cancellations.
539 00:42:50.740 ⇒ 00:42:54.729 ShannonMartinez: Will it? Let us copy and paste the format like it is right here.
540 00:42:56.640 ⇒ 00:42:57.850 Amber Lin: Which is the email.
541 00:42:58.050 ⇒ 00:43:04.610 ShannonMartinez: Instead of doing the 1, 2, 3, 4, I mean, you could list them out like there are a total of 1, 2, 3
542 00:43:05.230 ⇒ 00:43:08.020 ShannonMartinez: for 5 of them, total.
543 00:43:09.095 ⇒ 00:43:11.950 Amber Lin: Let me know. Where did you send me that email?
544 00:43:13.150 ⇒ 00:43:14.539 Amber Lin: Okay, let me go. Check.
545 00:43:19.180 ⇒ 00:43:20.340 Amber Lin: Okay.
546 00:43:21.430 ⇒ 00:43:26.361 Amber Lin: Oh, so it’s it’s the stuff they need to fill in. Right? Okay, let me.
547 00:43:27.000 ⇒ 00:43:31.460 Amber Lin: Okay, let me copy that over.
548 00:43:31.820 ⇒ 00:43:39.270 JanieceGarcia: And this is for cancellation, and they need them all. They need the revenue adjustment. They need the cancellation, they need, the refunds, the damage claim. They need them all.
549 00:43:46.230 ⇒ 00:43:48.689 Amber Lin: So can I title this session.
550 00:43:48.880 ⇒ 00:43:49.300 JanieceGarcia: Follow up!
551 00:43:49.300 ⇒ 00:43:50.789 Amber Lin: Follow up, templates.
552 00:43:50.790 ⇒ 00:43:52.019 JanieceGarcia: I’m fine with that.
553 00:43:52.020 ⇒ 00:43:52.600 Amber Lin: Okay.
554 00:43:55.160 ⇒ 00:43:55.790 ShannonMartinez: Perfect.
555 00:43:57.000 ⇒ 00:43:57.830 Amber Lin: I’m gonna.
556 00:43:57.830 ⇒ 00:44:03.530 ShannonMartinez: Okay? So that 1st kind of team setting out a reminder, you can clear all that.
557 00:44:04.440 ⇒ 00:44:08.489 ShannonMartinez: All the bold, those 2 kind of small paragraphs. You can take them up.
558 00:44:09.586 ⇒ 00:44:10.600 Amber Lin: Sounds good.
559 00:44:10.600 ⇒ 00:44:13.239 ShannonMartinez: Cause. That’s just my email notice. Yes.
560 00:44:14.300 ⇒ 00:44:16.750 Amber Lin: I’m gonna should I?
561 00:44:19.360 ⇒ 00:44:20.050 Amber Lin: Should we?
562 00:44:20.050 ⇒ 00:44:21.599 Amber Lin: We still have these.
563 00:44:21.730 ⇒ 00:44:22.320 ShannonMartinez: Yes.
564 00:44:22.320 ⇒ 00:44:23.712 JanieceGarcia: Yeah, we need that
565 00:44:24.060 ⇒ 00:44:26.259 Amber Lin: But that’s the same for everything. Right?
566 00:44:26.260 ⇒ 00:44:26.840 JanieceGarcia: Yup!
567 00:44:27.480 ⇒ 00:44:29.870 Amber Lin: Correct for all of those they go to billing.
568 00:44:30.520 ⇒ 00:44:37.400 JanieceGarcia: That’s why I’m really shocked whenever, like it was asked, where do I send this
569 00:44:39.830 ⇒ 00:44:45.639 JanieceGarcia: this? Follow up? Where do I send whatever? Because we have, we have them broken down and
570 00:44:46.070 ⇒ 00:44:50.410 JanieceGarcia: like what goes to contract entry, what goes to billing.
571 00:44:51.650 ⇒ 00:44:54.400 JanieceGarcia: That’s why I’m I’m really shocked for that. But.
572 00:45:00.630 ⇒ 00:45:06.579 Amber Lin: What is the purpose of this or scope of this for the templates.
573 00:45:13.160 ⇒ 00:45:20.789 JanieceGarcia: Well, I mean, it’s gonna depend, I guess, to streamline for the agents. No.
574 00:45:21.860 ⇒ 00:45:28.406 Amber Lin: I guess. When would they need to send this? Is it? After a Ca customer calls in to
575 00:45:29.190 ⇒ 00:45:34.990 Amber Lin: do some cancellations or refunds? This is what they have to submit to billing.
576 00:45:35.350 ⇒ 00:45:41.849 JanieceGarcia: They do after they have tried every other way, though.
577 00:45:42.100 ⇒ 00:45:43.000 Amber Lin: Hmm, so.
578 00:45:43.000 ⇒ 00:45:46.929 JanieceGarcia: I’m not just offering money or not just offering a cancellation.
579 00:45:47.210 ⇒ 00:45:53.650 Amber Lin: I see. So this is should be a note to Csr as a try.
580 00:45:53.650 ⇒ 00:45:54.530 JanieceGarcia: Resort.
581 00:45:55.230 ⇒ 00:45:56.320 Amber Lin: Use this.
582 00:45:56.320 ⇒ 00:45:57.629 ShannonMartinez: On some of them.
583 00:45:57.630 ⇒ 00:45:58.819 JanieceGarcia: Yeah, on top of them.
584 00:45:59.148 ⇒ 00:46:12.939 ShannonMartinez: The reason why I’m hesitating in responding is because it’s circumstantial. If a customer wants to cancel service, they will use the cancellation. If there’s a revenue adjustment like we’re revenue adjustment is basically we’re giving them a credit on their bill.
585 00:46:13.160 ⇒ 00:46:13.870 Amber Lin: Yeah.
586 00:46:13.870 ⇒ 00:46:33.529 ShannonMartinez: Damage claim would be something that like if a pest specialist was in an attic and they broke through. They actually stepped through the Drywall that we call them, step through. Then the handyman team would go and fix it at no cost to the customer, but those funds for have to be allocated
587 00:46:33.720 ⇒ 00:46:59.539 ShannonMartinez: to whichever trade right, so that would be a damage claim. Refunds by credit, card or check, or those are self explanatory, for for whatever the circumstances were, have approved a refund, then then we would also. So there’s not a blanket scope for each of these. And unless you want to generalize these following templates will be used to send requests to our billing team to process adjustments on a customer account.
588 00:47:03.330 ⇒ 00:47:04.290 JanieceGarcia: Job Shannon.
589 00:47:05.880 ⇒ 00:47:09.380 Amber Lin: It should be used when sending.
590 00:47:11.260 ⇒ 00:47:13.070 ShannonMartinez: Request to our billing team.
591 00:47:14.290 ⇒ 00:47:23.039 ShannonMartinez: To process adjustments on a customer’s account. And I think that’s a blanket statement that will kind of generalize which each of these are. Yeah.
592 00:47:26.340 ⇒ 00:47:32.293 Amber Lin: What are some other? So try other messes methods before this use as last resort.
593 00:47:32.690 ⇒ 00:47:35.770 JanieceGarcia: I wouldn’t do that, because that’s only cancellations.
594 00:47:35.770 ⇒ 00:47:36.190 Amber Lin: Okay.
595 00:47:36.190 ⇒ 00:47:37.000 JanieceGarcia: For play.
596 00:47:37.560 ⇒ 00:47:53.740 ShannonMartinez: It only pertains to cancellations as far as try to save the customers. All the others are going to be to do a 360 on the account to collect the customer details and information, document the account, and get with your supervisor or manager for questions. Yeah.
597 00:47:54.280 ⇒ 00:47:58.970 JanieceGarcia: I would say, use cancel, use cancellation, save tactics.
598 00:47:59.930 ⇒ 00:48:00.340 ShannonMartinez: Perfect.
599 00:48:00.340 ⇒ 00:48:03.630 JanieceGarcia: Prior to submitting.
600 00:48:06.200 ⇒ 00:48:08.109 ShannonMartinez: I wonder if Andy will read that
601 00:48:09.270 ⇒ 00:48:13.640 ShannonMartinez: like if I ask them, how do I cancel a pest service, will it?
602 00:48:13.970 ⇒ 00:48:18.880 ShannonMartinez: Or would I have to say, well, if you do, I use.
603 00:48:19.240 ⇒ 00:48:24.139 JanieceGarcia: If you ask him right now, how do I cancel? He does tell you.
604 00:48:24.350 ⇒ 00:48:30.943 JanieceGarcia: Where’s the address? 1st find out if it’s you know this he does go through the the save.
605 00:48:31.310 ⇒ 00:48:32.590 ShannonMartinez: I’ve seen that. Yeah.
606 00:48:32.920 ⇒ 00:48:36.879 JanieceGarcia: So I’m I’m kind of with you, Shannon. I wonder now, is it gonna bring that up.
607 00:48:37.710 ⇒ 00:48:38.570 ShannonMartinez: I’m gonna ask.
608 00:48:44.680 ⇒ 00:48:49.720 ShannonMartinez: what is our cancellation template.
609 00:49:08.390 ⇒ 00:49:13.379 ShannonMartinez: I can always tell when we haven’t worked our call list, because then the route checking will find stuff that’s like over a hundred days.
610 00:49:14.610 ⇒ 00:49:21.019 Amber Lin: Hmm, do we know how these are? Segmented?
611 00:49:21.200 ⇒ 00:49:25.119 Amber Lin: I think these could be broken down into smaller chunks
612 00:49:26.050 ⇒ 00:49:30.060 Amber Lin: like, are each of these small parts, a different
613 00:49:30.967 ⇒ 00:49:38.190 Amber Lin: billing procedure? Or is it different fields that we fill in for stuff above here.
614 00:49:38.190 ⇒ 00:49:38.870 JanieceGarcia: Let’s go.
615 00:49:38.870 ⇒ 00:49:41.000 ShannonMartinez: I’ll be honest with you. That looks like a slide.
616 00:49:41.760 ⇒ 00:49:42.420 Amber Lin: I agree.
617 00:49:43.801 ⇒ 00:49:49.040 ShannonMartinez: It did not. It says I apologize. But the current knowledge base doesn’t contain a specific cancellation template.
618 00:49:50.610 ⇒ 00:49:52.150 JanieceGarcia: Now it needs testing.
619 00:49:52.370 ⇒ 00:49:55.830 JanieceGarcia: See? So how’s it gonna bring out that template? How is it? Gonna know?
620 00:49:59.080 ⇒ 00:50:00.109 JanieceGarcia: There you go.
621 00:50:00.260 ⇒ 00:50:02.209 Amber Lin: I’m gonna add that there.
622 00:50:06.250 ⇒ 00:50:15.239 Amber Lin: yeah, and also probably take some time. Shana, would you mind just adding a feedback so that we have it recorded in the in the spreadsheet.
623 00:50:15.240 ⇒ 00:50:21.060 ShannonMartinez: Testing needed. Template, added template has been added trying again with Janice and Amber.
624 00:50:21.580 ⇒ 00:50:22.630 Amber Lin: Sounds good.
625 00:50:24.890 ⇒ 00:50:32.360 Amber Lin: How should we structure this billing section? I agree. These are probably slideshows.
626 00:50:32.860 ⇒ 00:50:34.739 Amber Lin: So how do we?
627 00:50:36.350 ⇒ 00:50:37.739 Amber Lin: How do we.
628 00:50:39.730 ⇒ 00:50:41.020 ShannonMartinez: Scope process.
629 00:50:47.300 ⇒ 00:50:50.360 Amber Lin: Like a lot of these are definitions, right?
630 00:50:56.010 ⇒ 00:51:00.950 Amber Lin: Or should they be for each tab what to do?
631 00:51:03.320 ⇒ 00:51:15.380 ShannonMartinez: No, because it is black and white, the billing tab action. So the billing tab provides access to. But maybe you should say the billing Tab contains the following, a customer account, information.
632 00:51:15.380 ⇒ 00:51:16.000 JanieceGarcia: Yup!
633 00:51:26.530 ⇒ 00:51:29.849 ShannonMartinez: And it’s not really billing tab actions.
634 00:51:33.400 ⇒ 00:51:36.730 ShannonMartinez: customer account billing tab.
635 00:51:37.560 ⇒ 00:51:40.880 JanieceGarcia: This is definitely my presentation.
636 00:51:40.880 ⇒ 00:51:41.420 ShannonMartinez: It is.
637 00:51:44.490 ⇒ 00:51:47.119 ShannonMartinez: But in a way that we can just have it.
638 00:51:48.950 ⇒ 00:51:49.670 JanieceGarcia: Yeah.
639 00:51:50.040 ⇒ 00:51:51.280 ShannonMartinez: So
640 00:51:53.630 ⇒ 00:52:02.929 ShannonMartinez: on your invoice and statement. I think there is something to be said about residential versus commercial versus installments and per service billing
641 00:52:04.977 ⇒ 00:52:14.699 ShannonMartinez: so before you start to kind of plug and play there amber. So customers get invoices.
642 00:52:15.280 ⇒ 00:52:20.669 ShannonMartinez: Residential customers get invoices, commercial accounts get statements.
643 00:52:23.110 ⇒ 00:52:24.389 ShannonMartinez: So that’s the difference.
644 00:52:25.340 ⇒ 00:52:45.970 ShannonMartinez: Now, we can create. We can generate a statement on a residential account, but it doesn’t automatically process and evolve like that like it does. There’s a difference between residential and commercial accounts and the way that the building is presented. So maybe you can help us to kind of sort through what that wording should look like, because it will identify
645 00:52:46.380 ⇒ 00:52:52.570 ShannonMartinez: how the customer receives their bill. Do they get an individual where invoices like itemized service.
646 00:52:52.570 ⇒ 00:53:00.549 JanieceGarcia: I wouldn’t put that. You can generate statements for residential, because then that’s gonna they’re gonna start trying to create statements when they shouldn’t.
647 00:53:02.780 ⇒ 00:53:03.670 ShannonMartinez: I agree.
648 00:53:04.870 ⇒ 00:53:09.860 JanieceGarcia: So I would just leave it more, for residential gets invoice. Commercial gets statements.
649 00:53:10.390 ⇒ 00:53:10.970 Amber Lin: Okay.
650 00:53:10.970 ⇒ 00:53:19.700 JanieceGarcia: Cause. Then we’re gonna go back into what we were dealing with before Shannon. And that’s when they started creating all those specialized things. And we don’t need that again.
651 00:53:20.190 ⇒ 00:53:23.309 Amber Lin: Okay. Sounds good for the next part.
652 00:53:23.580 ⇒ 00:53:25.860 Amber Lin: You said installment versus.
653 00:53:30.680 ⇒ 00:53:35.339 JanieceGarcia: No, you wouldn’t even have to do that. It’s yeah.
654 00:53:37.530 ⇒ 00:53:38.190 Amber Lin: Okay.
655 00:53:38.890 ⇒ 00:53:46.090 Amber Lin: for these things. Do the Csrs have to apply it, or is or add the information? Or is the information already there.
656 00:53:46.880 ⇒ 00:53:48.400 JanieceGarcia: It has to be added.
657 00:53:48.610 ⇒ 00:53:53.439 Amber Lin: Oh, I see, on leisure kind of instructions on how to add these information.
658 00:53:54.980 ⇒ 00:53:55.719 Amber Lin: Do we have.
659 00:53:55.720 ⇒ 00:54:01.059 JanieceGarcia: We have insurance guide. Oh, okay, that’s where that is, though.
660 00:54:01.420 ⇒ 00:54:08.580 JanieceGarcia: That’s where you go to like you’re applying or payment processing
661 00:54:11.020 ⇒ 00:54:15.169 JanieceGarcia: like right there steps to apply a payment or credits.
662 00:54:15.340 ⇒ 00:54:25.950 ShannonMartinez: Yeah. So I think in your slide. So you have the process down. But in your slide it didn’t break it up because we were, it was continued education to those who already knew what the
663 00:54:26.590 ⇒ 00:54:28.430 ShannonMartinez: general.
664 00:54:29.280 ⇒ 00:54:38.190 ShannonMartinez: So it was more like an update. It didn’t contain all the detail that it does here. So maybe we do a refer to
665 00:54:38.640 ⇒ 00:54:39.470 ShannonMartinez: right.
666 00:54:39.470 ⇒ 00:54:43.239 Amber Lin: Yeah, yeah. I was wondering for.
667 00:54:43.540 ⇒ 00:55:07.519 Amber Lin: So that would be payments, and that would be here. Does that cover all of the different processes we need. This is just payments on credit cards. Do we have procedures for, say, choosing the invoices and statements, choosing the like reward points, choosing installments, and all that do we have procedures for all of this.
668 00:55:07.760 ⇒ 00:55:10.901 JanieceGarcia: We are updating the sops right now.
669 00:55:12.080 ⇒ 00:55:13.910 JanieceGarcia: I’m waiting for final approval.
670 00:55:14.010 ⇒ 00:55:23.990 JanieceGarcia: And then the new sop is gonna go in there because we did actually add some more, some verbiage. Let me see. I will send them to you guys.
671 00:55:24.640 ⇒ 00:55:28.449 ShannonMartinez: Is it for all of these? Or is it specific? Just.
672 00:55:28.660 ⇒ 00:55:29.846 JanieceGarcia: That’s all.
673 00:55:30.630 ⇒ 00:55:38.900 Amber Lin: Yeah, that would be great. Cause each of them like it’s probably a different page that people want instructions on how to fill them up.
674 00:55:39.510 ⇒ 00:55:52.039 ShannonMartinez: Yeah, having that process, so the sap should help to tie them in on installments. If you could add versus per service billing right just where you had it highlighted.
675 00:55:52.330 ⇒ 00:55:52.880 Amber Lin: Hmm.
676 00:55:54.256 ⇒ 00:55:57.820 ShannonMartinez: Up right there in installments. Yes, versus per service, billing.
677 00:56:04.170 ⇒ 00:56:05.340 Amber Lin: Sounds good.
678 00:56:05.780 ⇒ 00:56:13.900 Amber Lin: So I will organize this. I’ll add this to the process there as well.
679 00:56:15.310 ⇒ 00:56:19.859 Amber Lin: Okay. So, Billing, we’ll we’ll have more information later. Sounds good.
680 00:56:19.990 ⇒ 00:56:22.279 Amber Lin: Oh, we have 4 min left.
681 00:56:22.550 ⇒ 00:56:25.929 ShannonMartinez: Any parts. You guys manager for any changes. Okay.
682 00:56:28.920 ⇒ 00:56:30.020 JanieceGarcia: Oh, it’s fast.
683 00:56:30.720 ⇒ 00:56:38.010 Amber Lin: Yeah, that passes fast with you guys, although charge, these are are.
684 00:56:38.310 ⇒ 00:57:04.500 ShannonMartinez: Appears to duplicate down 3 sections below where it says auto charge, but it says, auto charges applied, auto charge on accounts, auto charges applied. When a credit card is on file, the draft occurs between the 20th and 25th of every month. Customers do not receive an invoice or statement, but receive a receipt of the email on file. So I feel like that. I think a lot of this will be cleared up when those sops are released because it’s gonna have scope purpose process in it.
685 00:57:04.500 ⇒ 00:57:06.229 ShannonMartinez: Right now. It just looks like a duplicate.
686 00:57:06.230 ⇒ 00:57:06.780 ShannonMartinez: Get.
687 00:57:09.160 ⇒ 00:57:15.449 Amber Lin: I see. So these are the type of charges that can be the type of billing.
688 00:57:17.200 ⇒ 00:57:28.760 Amber Lin: Oh, type of billing such as this is in evolve
689 00:57:31.950 ⇒ 00:57:32.470 Amber Lin: right?
690 00:57:42.280 ⇒ 00:57:46.159 Amber Lin: Guess this is like how to fill out the
691 00:57:46.630 ⇒ 00:57:52.330 Amber Lin: invoice statements. Tab. I don’t know how it works in evolve.
692 00:57:54.350 ⇒ 00:58:00.879 JanieceGarcia: No, that’s literally just an invoice versus statement thing, because we they should not be.
693 00:58:01.430 ⇒ 00:58:03.009 ShannonMartinez: Honestly, it’s just definitions.
694 00:58:03.010 ⇒ 00:58:05.439 Amber Lin: Yeah, that’s it. It’s just definitions.
695 00:58:06.340 ⇒ 00:58:07.250 JanieceGarcia: Perfect.
696 00:58:11.760 ⇒ 00:58:14.040 Amber Lin: These are also definitions, I assume.
697 00:58:14.960 ⇒ 00:58:15.490 JanieceGarcia: Yeah.
698 00:58:15.940 ⇒ 00:58:20.690 Amber Lin: Okay, that’s a procedure.
699 00:58:20.690 ⇒ 00:58:21.220 JanieceGarcia: Yep.
700 00:58:23.380 ⇒ 00:58:31.960 Amber Lin: Procedure that balances and collections, or the.
701 00:58:31.960 ⇒ 00:58:32.750 ShannonMartinez: Process.
702 00:58:32.750 ⇒ 00:58:33.530 Amber Lin: Okay.
703 00:58:37.650 ⇒ 00:58:40.810 Amber Lin: that is what are these?
704 00:58:41.040 ⇒ 00:58:44.080 Amber Lin: I think. I added this from one of the documents.
705 00:58:44.759 ⇒ 00:58:46.119 JanieceGarcia: It’s statuses.
706 00:58:46.120 ⇒ 00:58:47.840 ShannonMartinez: Collection, statuses.
707 00:58:49.158 ⇒ 00:58:56.630 JanieceGarcia: How do you put that? It’s it’s account customer account collection status levels.
708 00:58:56.980 ⇒ 00:58:57.350 JanieceGarcia: 1st State.
709 00:58:57.350 ⇒ 00:59:00.158 ShannonMartinez: And evolve and evolve and evolve. Yeah.
710 00:59:00.560 ⇒ 00:59:01.080 JanieceGarcia: Yep.
711 00:59:02.730 ⇒ 00:59:06.550 Amber Lin: Customer collect account collections.
712 00:59:06.550 ⇒ 00:59:08.019 JanieceGarcia: Statuses can evolve. Yeah.
713 00:59:08.020 ⇒ 00:59:09.889 Amber Lin: These are definitions. Right?
714 00:59:12.590 ⇒ 00:59:15.790 Amber Lin: Yeah, do they do? The Csrs have to select anything.
715 00:59:16.160 ⇒ 00:59:18.310 ShannonMartinez: Don’t select it. It’s just an informative.
716 00:59:18.310 ⇒ 00:59:19.000 JanieceGarcia: It’s informative.
717 00:59:19.000 ⇒ 00:59:25.569 Amber Lin: I see great gonna scoot that up to here
718 00:59:29.890 ⇒ 00:59:35.809 Amber Lin: standard payment options these are proceed. That’s a procedure right?
719 00:59:37.425 ⇒ 00:59:39.979 JanieceGarcia: Kinda it’s not a full breakdown, but
720 00:59:41.170 ⇒ 00:59:43.039 JanieceGarcia: needs to be a full breakdown.
721 00:59:49.570 ⇒ 00:59:53.220 Amber Lin: That’s also definition.
722 00:59:55.090 ⇒ 00:59:59.030 Amber Lin: That’s the definition. That’s a process.
723 00:59:59.030 ⇒ 00:59:59.730 JanieceGarcia: Yup!
724 01:00:00.140 ⇒ 01:00:03.279 Amber Lin: Feel like I’ve seen this up there somewhere.
725 01:00:03.620 ⇒ 01:00:06.380 Amber Lin: and then discounts, and we just.
726 01:00:06.380 ⇒ 01:00:09.414 ShannonMartinez: Carve out 2 h on Mondays.
727 01:00:10.510 ⇒ 01:00:13.012 Amber Lin: I can do that. I don’t mind.
728 01:00:14.280 ⇒ 01:00:23.440 Amber Lin: Discounts and reward points like these are definitions as a procedure.
729 01:00:27.280 ⇒ 01:00:31.580 ShannonMartinez: We’re having so many problems with the hour and a half versus the 2 h, Denise.
730 01:00:34.348 ⇒ 01:00:35.660 Amber Lin: What is that for.
731 01:00:35.880 ⇒ 01:00:36.890 ShannonMartinez: Estimates.
732 01:00:37.530 ⇒ 01:00:38.940 Amber Lin: Oh.
733 01:00:42.020 ⇒ 01:00:43.160 Amber Lin: let me see!
734 01:00:45.950 ⇒ 01:00:48.830 Amber Lin: So I know you guys have to go.
735 01:00:49.100 ⇒ 01:00:52.549 ShannonMartinez: No, it’s okay. So the question being asked of Andy
736 01:00:52.740 ⇒ 01:00:55.060 ShannonMartinez: is, How long does an estimate?
737 01:00:55.330 ⇒ 01:00:56.940 ShannonMartinez: 4 in Georgetown?
738 01:00:57.810 ⇒ 01:01:03.199 ShannonMartinez: Or what should the time. What should the arrival window be for an estimate in Georgetown?
739 01:01:03.880 ⇒ 01:01:05.090 ShannonMartinez: And then
740 01:01:07.201 ⇒ 01:01:14.429 ShannonMartinez: so, Andy responded, for what service are you requesting an estimate timeframe for which it doesn’t really matter.
741 01:01:15.500 ⇒ 01:01:17.040 Amber Lin: Hmm.
742 01:01:17.040 ⇒ 01:01:20.970 ShannonMartinez: And then also well, I mean, I guess it would, for if it was termite
743 01:01:23.340 ⇒ 01:01:25.520 ShannonMartinez: well, no, because it’s still 2 h
744 01:01:27.135 ⇒ 01:01:29.979 ShannonMartinez: so Andy’s getting confused between service and estimate.
745 01:01:30.410 ⇒ 01:01:31.000 JanieceGarcia: Yep.
746 01:01:32.560 ⇒ 01:01:33.460 Amber Lin: I see.
747 01:01:34.156 ⇒ 01:01:35.529 ShannonMartinez: How do I get this to you?
748 01:01:37.460 ⇒ 01:01:40.029 ShannonMartinez: They know I’m meeting with you guys, now, so they’re, like, hmm,
749 01:01:41.990 ⇒ 01:01:48.249 Amber Lin: Yeah, I mean the more the more the better. If they, if they can tell us everything that’s going wrong, we will do that.
750 01:01:49.060 ⇒ 01:01:53.679 ShannonMartinez: 1st stop time windows try to do the screenshot in here.
751 01:01:53.950 ⇒ 01:01:56.639 Amber Lin: Okay, let me see.
752 01:02:03.229 ⇒ 01:02:06.279 Amber Lin: Can you ask them if they did that to
753 01:02:06.660 ⇒ 01:02:10.459 Amber Lin: make a feedback? So we can document everything?
754 01:02:10.680 ⇒ 01:02:11.260 Amber Lin: Yeah.
755 01:02:11.260 ⇒ 01:02:15.550 JanieceGarcia: And I know. And guys, I do have to go. I am literally.
756 01:02:15.550 ⇒ 01:02:16.090 Amber Lin: No.
757 01:02:16.090 ⇒ 01:02:17.110 JanieceGarcia: I have new hires.
758 01:02:17.110 ⇒ 01:02:18.700 Amber Lin: No! Worries! Oh, gosh!
759 01:02:18.700 ⇒ 01:02:24.629 JanieceGarcia: And then also new one on my team. And we just started taking over stuff from Shannon’s team today. So
760 01:02:24.630 ⇒ 01:02:26.330 JanieceGarcia: oh, no. Okay.
761 01:02:26.740 ⇒ 01:02:27.250 JanieceGarcia: How this looks.
762 01:02:27.250 ⇒ 01:02:30.069 ShannonMartinez: Okay. Alright, thank you. We’ll meet again.
763 01:02:30.470 ⇒ 01:02:31.210 JanieceGarcia: Bye, bye.
764 01:02:31.490 ⇒ 01:02:32.040 ShannonMartinez: Bye.