2025-07-02_abc_service_procedures_sync_570d33b0

Meeting Title: ABC Service Procedures Sync Date: 2025-07-02 Meeting participants: Shannonmartinez, Janiecegarcia, Amber Lin

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1 00:00:40.270 ⇒ 00:00:41.120 JanieceGarcia: Oh.

2 00:00:52.080 ⇒ 00:00:53.080 JanieceGarcia: hmm!

3 00:00:55.160 ⇒ 00:00:57.010 JanieceGarcia: Wow! Thank you.

4 00:02:03.780 ⇒ 00:02:04.430 JanieceGarcia: Hey?

5 00:02:08.139 ⇒ 00:02:14.509 ShannonMartinez: Oh, my video is off. Okay, it’s probably better because kind of scared today.

6 00:02:15.860 ⇒ 00:02:18.749 JanieceGarcia: You and me both. I could not sleep last night.

7 00:02:18.750 ⇒ 00:02:19.760 ShannonMartinez: 30.

8 00:02:20.930 ⇒ 00:02:21.969 JanieceGarcia: Can you explain it?

9 00:02:22.170 ⇒ 00:02:25.749 JanieceGarcia: Restless leg syndrome, and my legs are killing me.

10 00:02:26.960 ⇒ 00:02:27.640 ShannonMartinez: You know.

11 00:02:28.660 ⇒ 00:02:31.970 JanieceGarcia: And I hate taking my medicine because it makes my stomach hurt.

12 00:02:32.490 ⇒ 00:02:33.420 ShannonMartinez: Hmm.

13 00:02:34.600 ⇒ 00:02:35.850 JanieceGarcia: That’s good.

14 00:02:42.210 ⇒ 00:02:43.350 ShannonMartinez: I got with Denise.

15 00:02:43.980 ⇒ 00:02:44.949 JanieceGarcia: No what else.

16 00:02:51.380 ⇒ 00:02:52.660 Amber Lin: Hi.

17 00:02:52.980 ⇒ 00:02:53.740 ShannonMartinez: Hello!

18 00:02:54.480 ⇒ 00:02:56.199 JanieceGarcia: Okay, so we just need stamps.

19 00:02:56.320 ⇒ 00:02:58.370 JanieceGarcia: Okay, cool sounds good. Thank you.

20 00:02:59.320 ⇒ 00:03:00.230 JanieceGarcia: Amber.

21 00:03:01.830 ⇒ 00:03:03.369 Amber Lin: Nice to see you all again.

22 00:03:05.340 ⇒ 00:03:06.520 JanieceGarcia: You as well.

23 00:03:08.310 ⇒ 00:03:10.730 Amber Lin: Yeah, that’s off today. Right.

24 00:03:11.090 ⇒ 00:03:11.970 JanieceGarcia: She’s supposed to be.

25 00:03:12.550 ⇒ 00:03:16.871 Amber Lin: I see I was like, why does she respond to messages on her day off.

26 00:03:18.350 ⇒ 00:03:19.399 ShannonMartinez: And helpers off.

27 00:03:23.212 ⇒ 00:03:35.530 Amber Lin: So today, I think we could start with the spreadsheets to look at the feedback and Shannon for any questions you might have for us to just walk through that, and then we can look at

28 00:03:37.130 ⇒ 00:03:44.540 Amber Lin: The call list flows and escalation flows to make sure to just double check if they’re good to add to the Central Doc.

29 00:03:44.680 ⇒ 00:03:49.260 Amber Lin: and then I have a few questions on, on

30 00:03:49.480 ⇒ 00:03:56.499 Amber Lin: scheduling procedures and then on service informations, so I can hand off to the team for them to write a 1st draft.

31 00:03:57.060 ⇒ 00:04:10.740 JanieceGarcia: Okay. And with that, Shannon, I actually had a question, too, that we wanted to see if we could get added cause. She had something that popped up today, and with me even being in Pest for

32 00:04:11.180 ⇒ 00:04:19.190 JanieceGarcia: 7 years. This is something I never seen. So we want to get it added, in in case it’s something that starts showing.

33 00:04:19.570 ⇒ 00:04:26.629 ShannonMartinez: Well, and then I think we really need to think. You know manuals on Pto. I can talk to hold about it, but usually when it comes to that kind of stuff.

34 00:04:27.320 ⇒ 00:04:34.080 ShannonMartinez: that will, you know, revert back to the operations team like, how would we handle this? Because we get crazy stuff like

35 00:04:34.380 ⇒ 00:04:36.530 ShannonMartinez: people will have a rodent in their car.

36 00:04:38.860 ⇒ 00:04:41.310 ShannonMartinez: and that I’ve heard a handful of.

37 00:04:41.310 ⇒ 00:04:44.740 JanieceGarcia: Yeah, that I’ve heard, but never in a toilet.

38 00:04:46.980 ⇒ 00:04:51.859 ShannonMartinez: Lady called. She had a live rat in her toilet since last night. Hi!

39 00:04:52.970 ⇒ 00:04:57.350 ShannonMartinez: He is actually out on Pto through the rest of this week. I’m just camping out.

40 00:05:00.030 ⇒ 00:05:01.700 ShannonMartinez: Is there something I can help you with?

41 00:05:02.010 ⇒ 00:05:08.340 ShannonMartinez: No, I was trying to find thing. I was trying to find the last name of for one, the guy who?

42 00:05:08.893 ⇒ 00:05:18.899 ShannonMartinez: The Supervisor for the Zavala. Yes, Zavala, yes, okay. Let me give him a call real quick. Yes, Juan Zavala. Yes, sir, thank you so much. You’re welcome. Welcome aboard.

43 00:05:23.400 ⇒ 00:05:27.000 ShannonMartinez: Yeah. So she had a rat stuck in her toilet.

44 00:05:27.280 ⇒ 00:05:27.640 Amber Lin: Oh!

45 00:05:27.640 ⇒ 00:05:28.159 ShannonMartinez: I can tell you.

46 00:05:28.160 ⇒ 00:05:28.640 Amber Lin: Dear.

47 00:05:29.044 ⇒ 00:05:32.279 ShannonMartinez: And it had been there since last night.

48 00:05:32.280 ⇒ 00:05:33.550 Amber Lin: Oh!

49 00:05:34.090 ⇒ 00:05:43.029 ShannonMartinez: So we need to add it. We have a protocol for like removing. We call it dead smells from removing a a dead rodent.

50 00:05:43.461 ⇒ 00:05:49.929 Amber Lin: Yeah, I remember seeing it. It’s like odor or dead body removal, dead, rodent, yeah.

51 00:05:50.650 ⇒ 00:05:51.610 ShannonMartinez: You close the door.

52 00:05:54.170 ⇒ 00:05:57.210 JanieceGarcia: Sorry guys, I’m gonna stand. They’re killing me today.

53 00:05:58.890 ⇒ 00:05:59.549 Amber Lin: Okay,

54 00:06:00.945 ⇒ 00:06:01.680 ShannonMartinez: Guy.

55 00:06:02.530 ⇒ 00:06:07.959 Amber Lin: I guess, Jenna, we could start with. What was your question on the on the feedback sheet.

56 00:06:08.380 ⇒ 00:06:14.093 ShannonMartinez: So on the feedback form. We have detailed feedback and statuses.

57 00:06:17.920 ⇒ 00:06:22.899 ShannonMartinez: I guess I could just clear. What I’m trying to find is I would

58 00:06:23.080 ⇒ 00:06:34.590 ShannonMartinez: would be able to open up for the things that we said were like invalid, for example, because I’m also trying to teach people how to ask to talk to Andy.

59 00:06:35.640 ⇒ 00:06:39.529 ShannonMartinez: Yeah, just like, put a zip code.

60 00:06:41.120 ⇒ 00:06:41.840 Amber Lin: Hmm.

61 00:06:41.840 ⇒ 00:06:47.930 ShannonMartinez: That you know, not add any context to what you’re trying to ask. And so.

62 00:06:48.620 ⇒ 00:06:50.820 ShannonMartinez: Before. So would I.

63 00:06:52.680 ⇒ 00:06:53.650 ShannonMartinez: Okay.

64 00:06:54.368 ⇒ 00:06:57.640 Amber Lin: Let’s see. So you want to. I don’t.

65 00:06:57.810 ⇒ 00:07:05.190 Amber Lin: So first, st what I hear is, you want to see stuff that’s invalid, right?

66 00:07:05.650 ⇒ 00:07:14.444 Amber Lin: So I usually go up here. So I say group by status, and then

67 00:07:15.360 ⇒ 00:07:16.690 ShannonMartinez: Can I see your screen.

68 00:07:17.070 ⇒ 00:07:17.430 JanieceGarcia: Yeah.

69 00:07:17.430 ⇒ 00:07:22.420 Amber Lin: Sorry I am not sharing my screen. I’m so silly. Okay, let me share screen.

70 00:07:22.420 ⇒ 00:07:23.390 JanieceGarcia: Oh!

71 00:07:23.390 ⇒ 00:07:24.429 Amber Lin: Then here.

72 00:07:24.430 ⇒ 00:07:25.240 JanieceGarcia: Sure.

73 00:07:25.640 ⇒ 00:07:28.199 Amber Lin: Yes, so you can.

74 00:07:31.750 ⇒ 00:07:42.799 Amber Lin: You can do it in 2 ways. Right? This is this is just a basic one. You can go here to status, and then you can just select

75 00:07:43.330 ⇒ 00:07:45.250 Amber Lin: invalid

76 00:07:45.540 ⇒ 00:07:54.299 Amber Lin: and then click, Ok, and then that will give you all the questions that we marked together as invalid.

77 00:07:56.340 ⇒ 00:07:56.669 ShannonMartinez: Okay.

78 00:07:57.170 ⇒ 00:08:04.390 Amber Lin: And then you can also mark here what what it was about.

79 00:08:07.590 ⇒ 00:08:24.049 Amber Lin: So another, I mean, that’s 1 way to do it. Let me show you another way. That might be easier. So I usually go up here. So next to the table there’s a little button called Views. I go group by status.

80 00:08:25.230 ⇒ 00:08:28.890 Amber Lin: And then I just scroll down to

81 00:08:29.410 ⇒ 00:08:35.520 Amber Lin: invalid. Actually, let me create. I can create another another view for you.

82 00:08:36.039 ⇒ 00:08:47.409 ShannonMartinez: I don’t wanna complicate things. I just wanna make sure that I’m being intentional about circling back to our agents that are using it because I want them to know that they’re not. It’s not just getting lost into.

83 00:08:48.110 ⇒ 00:08:49.679 JanieceGarcia: Translation or anything. Yeah.

84 00:08:49.680 ⇒ 00:09:04.600 ShannonMartinez: Yeah, it’s universe. And it’s never, you know, they know that this has been something that we’ve been working on. But it’s important, I think, to go back and say, Okay, Brenda. So I do see that at some point you asked whatever you know.

85 00:09:05.300 ⇒ 00:09:06.990 Amber Lin: Okay, yeah.

86 00:09:06.990 ⇒ 00:09:08.519 ShannonMartinez: Circling back to them.

87 00:09:08.520 ⇒ 00:09:24.439 Amber Lin: Yeah, awesome. So I will. I created one up here. That’s just invalid questions. So I think this is a good place to start. Let me also make one for you that we’re ready to circle back to the Csrs on. So

88 00:09:25.860 ⇒ 00:09:32.020 Amber Lin: let me do that real quick. Notify Csr.

89 00:09:35.070 ⇒ 00:09:38.549 ShannonMartinez: We don’t have to add another layer, just if we just

90 00:09:39.070 ⇒ 00:09:45.909 ShannonMartinez: especially on the ones where it says like, there’s no answer. Andy doesn’t have that answer. Please get with your supervisor, or whatever so.

91 00:09:45.910 ⇒ 00:09:46.480 Amber Lin: I know.

92 00:09:46.480 ⇒ 00:09:53.550 ShannonMartinez: Could put that under. The output. I can sort those that way.

93 00:09:54.670 ⇒ 00:09:56.229 Amber Lin: Oh, I see!

94 00:09:56.230 ⇒ 00:10:06.140 ShannonMartinez: Single question, and then Andy’s like, Well, I don’t know what that answer is. I want to get back to them to make sure one that it’s in Andy into. Tell them to ask it again. You know what I mean.

95 00:10:06.140 ⇒ 00:10:10.359 Amber Lin: I see, I see, I see. So now we’ll see. Say.

96 00:10:10.360 ⇒ 00:10:17.870 ShannonMartinez: I’m trying to build up their faith in the work that we’re doing to get the feedback entered in.

97 00:10:19.190 ⇒ 00:10:28.730 Amber Lin: So I will create a filter that says text contains sorry.

98 00:10:29.790 ⇒ 00:10:37.479 Amber Lin: So think that should do so. That everything here is says, I’m sorry.

99 00:10:37.480 ⇒ 00:10:37.860 ShannonMartinez: Perfect.

100 00:10:38.328 ⇒ 00:10:41.139 Amber Lin: Let me check. Okay, so that.

101 00:10:41.140 ⇒ 00:10:54.389 ShannonMartinez: Then I can also sub filter, sort through agent name, and just spend a good like a fit 1015 min. If you ask this. This is what the response was. This is what the outcome is. Let’s go through this.

102 00:10:56.150 ⇒ 00:11:06.899 ShannonMartinez: And then also give us an opportunity for testing, because then, if you see my name on it, and then you know, it’s something that we’re looking at. Then you’ll know it’s something that requires testing on your.

103 00:11:07.815 ⇒ 00:11:08.330 ShannonMartinez: Workforce.

104 00:11:08.330 ⇒ 00:11:09.770 Amber Lin: Awesome, so.

105 00:11:09.770 ⇒ 00:11:13.590 JanieceGarcia: I would say, that’s that’s a good point, and that would go for my name as well.

106 00:11:14.050 ⇒ 00:11:14.620 ShannonMartinez: Yeah.

107 00:11:15.560 ⇒ 00:11:16.420 JanieceGarcia: Because if we are.

108 00:11:16.420 ⇒ 00:11:16.770 Amber Lin: I mean.

109 00:11:16.770 ⇒ 00:11:17.120 JanieceGarcia: Something.

110 00:11:17.120 ⇒ 00:11:17.720 Amber Lin: That’s.

111 00:11:17.720 ⇒ 00:11:19.350 JanieceGarcia: It’s for a specific reason.

112 00:11:20.490 ⇒ 00:11:22.979 ShannonMartinez: To make sure that it’s populating correctly, because.

113 00:11:22.980 ⇒ 00:11:23.570 Amber Lin: Yeah.

114 00:11:23.930 ⇒ 00:11:25.670 ShannonMartinez: I don’t want to.

115 00:11:25.670 ⇒ 00:11:27.000 ShannonMartinez: All knowing of.

116 00:11:27.900 ⇒ 00:11:33.599 ShannonMartinez: I still, I had to reach out about something yesterday. I was like Janice, correct me if I’m wrong.

117 00:11:36.310 ⇒ 00:11:37.435 Amber Lin: She was right.

118 00:11:38.795 ⇒ 00:11:39.260 ShannonMartinez: So.

119 00:11:42.650 ⇒ 00:12:02.930 Amber Lin: I think so. Just one last one last, so you can go here to pick a little button here to click what you want. And once you’re done with that, you can exit view to go to the main, to the main section, and you can also filter by username if you want to. Just look at the questions that you have asked.

120 00:12:02.930 ⇒ 00:12:03.690 ShannonMartinez: Okay.

121 00:12:03.690 ⇒ 00:12:10.680 Amber Lin: Yeah, I can record a video so that I can remember to do that. Let me let me write that down.

122 00:12:10.680 ⇒ 00:12:14.860 ShannonMartinez: That would. That would be so super helpful. Because I do want to.

123 00:12:15.210 ⇒ 00:12:22.090 ShannonMartinez: Won’t be able to this week. It’s a short week with the holiday, and things are starting to slow down with the phones. But it was crazy.

124 00:12:22.090 ⇒ 00:12:22.460 JanieceGarcia: It won’t.

125 00:12:22.460 ⇒ 00:12:27.500 Amber Lin: Stuff like that, Shannon. No, ma’am.

126 00:12:29.840 ⇒ 00:12:31.469 Amber Lin: Okay, I’ll do. I’ll do that.

127 00:12:31.470 ⇒ 00:12:31.890 ShannonMartinez: Oh!

128 00:12:32.880 ⇒ 00:12:37.539 Amber Lin: So I think there’s something that we also.

129 00:12:37.540 ⇒ 00:12:39.099 ShannonMartinez: And amber. I really appreciate it.

130 00:12:39.100 ⇒ 00:12:46.889 Amber Lin: Of course. So there’s also let’s see what we have for testing.

131 00:12:48.290 ⇒ 00:12:55.039 Amber Lin: I made a new fee. I asked the engineering team to make a new feature. So I think now

132 00:12:55.150 ⇒ 00:13:04.719 Amber Lin: I think if we click this. So I asked them to add a button, which, when we check it, it will automatically. Go ask Andy, and put

133 00:13:04.860 ⇒ 00:13:15.352 Amber Lin: put Andy’s answers in here. So I I haven’t tested it out. I think it will make our lives so much easier because we don’t have to copy and paste the question over.

134 00:13:15.800 ⇒ 00:13:20.820 Amber Lin: I’m going to see. So this is about wasp removal cost.

135 00:13:21.020 ⇒ 00:13:25.509 Amber Lin: I will see if it does this job. It might take a little bit of time

136 00:13:27.370 ⇒ 00:13:32.079 Amber Lin: but hopefully hopefully cause all of these got populated

137 00:13:32.340 ⇒ 00:13:34.420 Amber Lin: right, because now we can see

138 00:13:34.780 ⇒ 00:13:38.280 Amber Lin: that one still doesn’t know how to refund.

139 00:13:38.760 ⇒ 00:13:40.630 ShannonMartinez: Like that question.

140 00:13:41.930 ⇒ 00:13:43.449 Amber Lin: So we’ll see.

141 00:13:43.920 ⇒ 00:13:48.289 Amber Lin: We’ll see if it does this job. We’ll come back to it. I think today we can.

142 00:13:48.290 ⇒ 00:13:50.290 ShannonMartinez: 1 1 is a little unsettling.

143 00:13:51.544 ⇒ 00:13:55.020 ShannonMartinez: Not in with it with Brainforge. In.

144 00:13:55.510 ⇒ 00:13:57.650 ShannonMartinez: Should we be asking Andy about a refund.

145 00:13:59.870 ⇒ 00:14:04.079 JanieceGarcia: Yeah, that is, but also thank you. But also the

146 00:14:04.760 ⇒ 00:14:05.300 ShannonMartinez: Yeah.

147 00:14:05.530 ⇒ 00:14:21.049 JanieceGarcia: I would have to say 2 on cancellations. I have one in there, and I actually did, put in feedback. I don’t know if you’ve seen it yet. Amber. But I did have a customer who was needing to cancel because they have construction on their streets, not going to be done until February.

148 00:14:21.050 ⇒ 00:14:21.399 Amber Lin: I mean.

149 00:14:21.400 ⇒ 00:14:38.370 JanieceGarcia: Her husband lost her job, so she had to go in and cancel so I was just asking Andy and doing it that way. But Andy never gave me the template for cancellation, and then I went into the Central Doc, and I could not find the cancellation template either.

150 00:14:38.370 ⇒ 00:14:41.060 Amber Lin: I don’t think it’s in there yet, because if I want.

151 00:14:41.060 ⇒ 00:14:42.769 JanieceGarcia: We’re waiting for that. Okay.

152 00:14:42.770 ⇒ 00:14:47.170 Amber Lin: Yeah, I think past Monday. I can initial draft in there.

153 00:14:47.310 ⇒ 00:14:54.149 Amber Lin: Look, it it populated. It took a while, but it answered, so it says, to determine cost of loss, removal.

154 00:14:54.700 ⇒ 00:15:00.940 Amber Lin: need to know if it’s visible. If it’s not visible, it’s 85 plus tax.

155 00:15:01.210 ⇒ 00:15:09.060 ShannonMartinez: We need to actually amend that because we needed to say, if it is second story, then it will require 2 technicians.

156 00:15:09.710 ⇒ 00:15:10.410 JanieceGarcia: 2.

157 00:15:11.870 ⇒ 00:15:15.290 Amber Lin: I mean that one looks pretty accurate if it’s.

158 00:15:16.200 ⇒ 00:15:24.689 JanieceGarcia: If the wasp nest is visible on the 1st story eaves, there’s no extra charge as any maintenance technician can treat it. Second story visible whoops. Hold on!

159 00:15:24.850 ⇒ 00:15:25.640 JanieceGarcia: Go back!

160 00:15:26.640 ⇒ 00:15:31.849 ShannonMartinez: Yeah, but it’s not listening. Listening. The sec. The second tech for a louder.

161 00:15:32.540 ⇒ 00:15:34.420 JanieceGarcia: When did that change.

162 00:15:35.390 ⇒ 00:15:39.400 ShannonMartinez: We’ve always put the second story on a rodent tech because of the letters.

163 00:15:40.560 ⇒ 00:15:44.049 JanieceGarcia: Yes, and it says it in there that says it in there the rodent technician.

164 00:15:44.960 ⇒ 00:15:47.760 JanieceGarcia: rodent technician with a 28 foot ladder.

165 00:15:48.100 ⇒ 00:15:51.150 JanieceGarcia: but not a second technician to go out.

166 00:15:54.880 ⇒ 00:15:57.760 ShannonMartinez: Why am I confused? Why am I thinking 1 70.

167 00:15:58.610 ⇒ 00:16:00.050 JanieceGarcia: That’s reseal.

168 00:16:01.020 ⇒ 00:16:07.810 ShannonMartinez: Yeah, I know. But I was thinking for washness, removal, a minimum of 2 HI thought that they said.

169 00:16:09.040 ⇒ 00:16:14.040 ShannonMartinez: For 2 techs. I don’t know. I’m in my home improvement brain. I think.

170 00:16:15.950 ⇒ 00:16:20.920 JanieceGarcia: No. So that answer. The answer that it showed 1st is correct.

171 00:16:20.920 ⇒ 00:16:21.360 ShannonMartinez: Okay.

172 00:16:21.666 ⇒ 00:16:25.039 Amber Lin: Okay, I think Cameron just wanted it to have extra details.

173 00:16:25.876 ⇒ 00:16:37.469 Amber Lin: But anyways, my, my point was just to show you that this will make life a lot easier because we now don’t have to copy this over to Andy, and then copy Andy’s answer back. It will just put it right here.

174 00:16:38.660 ⇒ 00:16:45.289 ShannonMartinez: I mean, it’s certainly telling the kinds of topics and discussions we cover, because now we’re getting very granular.

175 00:16:46.850 ⇒ 00:16:49.889 ShannonMartinez: Which is an indication of all the progress we’ve made.

176 00:16:49.890 ⇒ 00:16:52.779 Amber Lin: Yeah, that’s really awesome.

177 00:16:53.722 ⇒ 00:16:56.249 Amber Lin: I’m going to fill.

178 00:16:56.660 ⇒ 00:16:59.490 Amber Lin: Do this by date so that

179 00:17:00.152 ⇒ 00:17:09.409 Amber Lin: we can look at any new items that came in. So let me just check that. I’ve cleared all filters.

180 00:17:10.140 ⇒ 00:17:10.770 Amber Lin: I am.

181 00:17:10.770 ⇒ 00:17:18.329 JanieceGarcia: Curious to see if we’ve had errors still come through, or

182 00:17:19.170 ⇒ 00:17:21.589 JanieceGarcia: does it seem like it’s working better?

183 00:17:22.984 ⇒ 00:17:25.320 JanieceGarcia: Let’s go sort from.

184 00:17:26.349 ⇒ 00:17:30.500 Amber Lin: From here. So we have.

185 00:17:31.521 ⇒ 00:17:37.970 Amber Lin: I think a few ones that we haven’t looked at yet.

186 00:17:38.380 ⇒ 00:17:44.399 ShannonMartinez: And these are just feedback. Right? So I am curious over the past couple of days. Just activity data.

187 00:17:44.400 ⇒ 00:17:48.499 Amber Lin: I see, I see. So I will create one.

188 00:17:48.500 ⇒ 00:17:49.109 Amber Lin: Thank you.

189 00:17:49.980 ⇒ 00:17:55.950 Amber Lin: They were all questions BA.

190 00:17:57.080 ⇒ 00:18:03.410 Amber Lin: Show, all questions asked and categorized by type.

191 00:18:04.750 ⇒ 00:18:08.920 JanieceGarcia: In looking at that amber I’ve already, or Shannon

192 00:18:09.440 ⇒ 00:18:15.120 JanieceGarcia: already noticed one that I’m like hold for initial.

193 00:18:15.990 ⇒ 00:18:21.520 Amber Lin: Well, inspectors are not there yet, so nothing we can do.

194 00:18:21.780 ⇒ 00:18:23.260 JanieceGarcia: Right. That’s not there yet.

195 00:18:24.890 ⇒ 00:18:26.279 ShannonMartinez: Okay. But this is.

196 00:18:26.280 ⇒ 00:18:27.140 Amber Lin: This is.

197 00:18:27.610 ⇒ 00:18:28.990 JanieceGarcia: You see what I’m talking about.

198 00:18:29.170 ⇒ 00:18:29.530 ShannonMartinez: Yeah.

199 00:18:29.530 ⇒ 00:18:30.399 Amber Lin: Not there yet.

200 00:18:30.400 ⇒ 00:18:34.679 ShannonMartinez: Where has my name? Because remember, when I got with her this morning?

201 00:18:36.510 ⇒ 00:18:48.650 ShannonMartinez: So again teaching Andy how teaching our agents how to speak to Andy, I’m telling her. Do you know the difference between skipping a service and deleting a service?

202 00:18:48.910 ⇒ 00:18:53.759 ShannonMartinez: And she’s like, yes, she’s like, well, at 1st she told me it was a little bit great.

203 00:18:54.670 ⇒ 00:18:59.200 ShannonMartinez: but I with the feedback that I’m giving her. She typed.

204 00:19:01.220 ⇒ 00:19:02.169 JanieceGarcia: And type it in.

205 00:19:03.160 ⇒ 00:19:08.359 Amber Lin: I mean, as long as they give feedback. I don’t mind what they put in. I just want them to know they want to put feedback first.st

206 00:19:08.510 ⇒ 00:19:10.699 ShannonMartinez: Is it but came to.

207 00:19:11.670 ⇒ 00:19:15.990 Amber Lin: The question just going hold for initial. What are we doing with the whole?

208 00:19:15.990 ⇒ 00:19:24.390 Amber Lin: I think it was because she she asked a question before, and then it got clear. He and he asked for clarification, and then she.

209 00:19:24.390 ⇒ 00:19:25.020 ShannonMartinez: Should be it.

210 00:19:25.020 ⇒ 00:19:32.750 Amber Lin: Did a clarification, so I think she probably still asked it properly, but she only get put the feedback for this, so.

211 00:19:33.190 ⇒ 00:19:40.049 ShannonMartinez: So that’s where I’m curious about the ones that were answered, probably because those are gonna be the feedback submissions. So those are the thumbs down. What about?

212 00:19:40.400 ⇒ 00:19:48.240 ShannonMartinez: Because Andy might have asked her. And I think it I because I told her I said, what does Andy say about skipping versus deleting tickets.

213 00:19:48.740 ⇒ 00:19:52.219 ShannonMartinez: and he might have asked like for what? For a hold or something like that.

214 00:19:52.220 ⇒ 00:19:52.650 ShannonMartinez: Yeah.

215 00:19:52.650 ⇒ 00:19:53.119 JanieceGarcia: There you go!

216 00:19:53.120 ⇒ 00:19:59.670 ShannonMartinez: Delete a hold. And then he probably was like, what you talking about, Willis? And she was like, Okay, hold for initial.

217 00:20:00.770 ⇒ 00:20:04.840 ShannonMartinez: seeing that history is also key. 2.

218 00:20:08.410 ⇒ 00:20:09.380 Amber Lin: Okay.

219 00:20:09.560 ⇒ 00:20:10.990 Amber Lin: I’ll note that down.

220 00:20:12.160 ⇒ 00:20:13.600 ShannonMartinez: So.

221 00:20:14.280 ⇒ 00:20:19.559 Amber Lin: Is there anything we should modify here, or like a procedure? We should add to Andy.

222 00:20:22.308 ⇒ 00:20:24.100 ShannonMartinez: In the central dock.

223 00:20:25.210 ⇒ 00:20:29.199 ShannonMartinez: Does it give us a process for.

224 00:20:29.200 ⇒ 00:20:30.380 Amber Lin: I don’t think so.

225 00:20:30.380 ⇒ 00:20:32.680 ShannonMartinez: Skipping versus deleting holds.

226 00:20:32.910 ⇒ 00:20:33.550 Amber Lin: Nope.

227 00:20:34.190 ⇒ 00:20:42.360 ShannonMartinez: Because what I’m finding is that we’re getting a lot of errors from our Csrs who are not

228 00:20:42.640 ⇒ 00:20:45.010 ShannonMartinez: taking the right steps.

229 00:20:45.970 ⇒ 00:20:52.720 ShannonMartinez: In either of those actions. And so I think we need to put process down on skipping versus deleting.

230 00:20:53.570 ⇒ 00:21:00.820 Amber Lin: Sounds good. So I wanted to. I wanted us to talk about that today as well. So

231 00:21:01.600 ⇒ 00:21:07.839 Amber Lin: I’ll note that. So that’s a that’s a service protocol, right?

232 00:21:11.636 ⇒ 00:21:14.720 Amber Lin: That would be service information.

233 00:21:15.580 ⇒ 00:21:17.620 Amber Lin: Dead animals. Okay.

234 00:21:24.710 ⇒ 00:21:30.640 Amber Lin: I’ll say. Oh, then we can look at procedures for entering.

235 00:21:30.790 ⇒ 00:21:34.449 Amber Lin: This is related to promotion.

236 00:21:34.750 ⇒ 00:21:41.789 Amber Lin: See, Trues, I think this is something related to billing that yvette was trying to add.

237 00:21:42.563 ⇒ 00:21:44.630 ShannonMartinez: This is an internal process.

238 00:21:45.290 ⇒ 00:21:51.049 Amber Lin: I remember. I know where this is, and I know we have a documentation for that.

239 00:21:51.180 ⇒ 00:21:51.730 Amber Lin: So.

240 00:21:51.730 ⇒ 00:21:53.039 ShannonMartinez: The answer is correct.

241 00:21:54.350 ⇒ 00:21:54.880 Amber Lin: Well, that’s.

242 00:21:54.880 ⇒ 00:21:55.390 ShannonMartinez: It’s good.

243 00:21:55.390 ⇒ 00:21:57.709 Amber Lin: That that has no answer.

244 00:21:57.710 ⇒ 00:21:59.199 JanieceGarcia: But it’s gonna change.

245 00:21:59.600 ⇒ 00:22:03.070 JanieceGarcia: Well, the feedback is correct, but it’s gonna change.

246 00:22:07.050 ⇒ 00:22:07.990 ShannonMartinez: Needs process.

247 00:22:10.740 ⇒ 00:22:16.110 Amber Lin: I remember seeing this. I I know that it’s in the I know it’s in the central doc.

248 00:22:16.500 ⇒ 00:22:18.430 Amber Lin: So it’s under

249 00:22:20.390 ⇒ 00:22:25.399 Amber Lin: It’s under procedures. So so it’s actually right here.

250 00:22:27.030 ⇒ 00:22:30.709 Amber Lin: So maybe this doesn’t cover everything.

251 00:22:31.270 ⇒ 00:22:32.020 Amber Lin: Not sure

252 00:22:35.480 ⇒ 00:22:38.350 Amber Lin: we can look at it when we actually go update this one.

253 00:22:40.950 ⇒ 00:22:43.979 ShannonMartinez: I don’t know if that was the same thing.

254 00:22:47.675 ⇒ 00:22:53.980 Amber Lin: Long no longer needed the trapping service.

255 00:22:54.500 ⇒ 00:22:58.040 Amber Lin: Oh, I see.

256 00:22:58.170 ⇒ 00:23:02.090 Amber Lin: Insert template for ances.

257 00:23:02.090 ⇒ 00:23:07.450 ShannonMartinez: But I know we have the templates in there. They’re in the Central Doc. We covered that last time we met.

258 00:23:08.040 ⇒ 00:23:17.350 JanieceGarcia: But because and that’s why. they’re in.

259 00:23:17.350 ⇒ 00:23:21.870 JanieceGarcia: but they are supposed to be in there, and I know they they are in there, for certain things, for.

260 00:23:21.870 ⇒ 00:23:26.900 ShannonMartinez: Yeah, because those were the ones amber. Remember what I was telling you. They have a 1, 2, 3, 4.

261 00:23:27.450 ⇒ 00:23:28.070 JanieceGarcia: Yeah.

262 00:23:28.070 ⇒ 00:23:28.710 ShannonMartinez: Yeah.

263 00:23:29.040 ⇒ 00:23:30.240 JanieceGarcia: They’re in there.

264 00:23:30.240 ⇒ 00:23:31.120 ShannonMartinez: Yeah, you are.

265 00:23:31.120 ⇒ 00:23:32.050 JanieceGarcia: Finding them.

266 00:23:32.750 ⇒ 00:23:38.089 Amber Lin: I think this is the new flow. I’m gonna move. I know we have some one of the.

267 00:23:38.588 ⇒ 00:23:42.079 ShannonMartinez: Okay, but that’s still separate, though it

268 00:23:43.340 ⇒ 00:23:48.210 ShannonMartinez: we did it last time. Remember, I was like thinking, I think we should remove the number rural.

269 00:23:48.210 ⇒ 00:23:48.680 Amber Lin: This one.

270 00:23:49.070 ⇒ 00:23:50.069 ShannonMartinez: Yup, that’s it.

271 00:23:50.280 ⇒ 00:23:50.930 Amber Lin: Does.

272 00:23:51.710 ⇒ 00:23:54.739 Amber Lin: It doesn’t include revenue adjustment. It’s just cancellations, right?

273 00:23:54.740 ⇒ 00:23:55.140 ShannonMartinez: That’s right.

274 00:23:55.140 ⇒ 00:23:55.840 Amber Lin: Okay.

275 00:23:56.860 ⇒ 00:23:58.350 JanieceGarcia: Wait, but go back to my

276 00:23:59.330 ⇒ 00:24:06.870 JanieceGarcia: hold on. I go back to my question. Cause I know I did questions in regards to something

277 00:24:14.730 ⇒ 00:24:18.720 JanieceGarcia: when asking for a follow up. Okay? So that’s what I was gonna tell you. So

278 00:24:19.020 ⇒ 00:24:25.842 JanieceGarcia: it’s not just the cancellation follow ups in this case. I was looking at.

279 00:24:27.980 ⇒ 00:24:30.990 JanieceGarcia: what was I? What was this for?

280 00:24:31.120 ⇒ 00:24:33.269 JanieceGarcia: This was yesterday? Yep.

281 00:24:38.430 ⇒ 00:24:47.419 Amber Lin: I think this is something for us for us to say when you ask for a template, for Andy to know. Okay, this is a template that I need to give out.

282 00:24:47.820 ⇒ 00:25:00.080 JanieceGarcia: And what this one was was a revenue adjustment, because, and a revenue adjustment and a refund template, because what had happened, and I can share my entire Andy, deal with you.

283 00:25:01.615 ⇒ 00:25:28.249 JanieceGarcia: Cause, I said. Customer canceled her initial. Can I get the follow up, template for an adjustment? And then Andy said, to assist with assist you with the follow up for the cancelled initial service. Could you please clarify whether the customer canceled a residential or commercial service? I said, a residential customer canceled. Please provide me with the reason for cancellation, no longer needing the trapping service. And then that’s when I finally was like, Okay, let me put the feedback in, because it’s not. It’s not going anywhere.

284 00:25:28.250 ⇒ 00:25:33.510 Amber Lin: Hmm! I see I see great. So I think

285 00:25:34.360 ⇒ 00:25:41.940 Amber Lin: we should identify where templates come into play and have very.

286 00:25:42.050 ⇒ 00:25:54.919 Amber Lin: I think we should connect Andy to templates, maybe even in a spreadsheet of what templates can they send so that will make it easier then to just find it in like a big chunk of text in the Central Doc.

287 00:25:54.920 ⇒ 00:25:57.660 ShannonMartinez: So it has nothing to do with the numbers out in front of them.

288 00:26:01.040 ⇒ 00:26:06.560 ShannonMartinez: I would like it to where we take the numbers out so that the Csrs can copy and paste them.

289 00:26:08.560 ⇒ 00:26:12.219 Amber Lin: Just enable copy and paste.

290 00:26:12.220 ⇒ 00:26:15.400 ShannonMartinez: That’s what we do with our job aids. Now off the drive.

291 00:26:16.300 ⇒ 00:26:22.510 ShannonMartinez: Everybody should have them already, somewhere else. But just in case.

292 00:26:29.870 ⇒ 00:26:34.410 Amber Lin: Okay. Great customer existing.

293 00:26:35.010 ⇒ 00:26:36.550 Amber Lin: Trent switch.

294 00:26:38.160 ⇒ 00:26:39.140 Amber Lin: Okay.

295 00:26:39.880 ⇒ 00:26:44.280 Amber Lin: Don’t know if we have that in the process.

296 00:26:46.637 ⇒ 00:26:50.610 ShannonMartinez: Yeah, that’s 1 needs process. It needs the sop process.

297 00:26:52.750 ⇒ 00:26:57.319 ShannonMartinez: It’s pretty cut and dry, but it doesn’t have the 1, 2, 3, 4, 5, 6 steps

298 00:26:59.370 ⇒ 00:27:02.289 ShannonMartinez: it it it. The answer is accurate. You know.

299 00:27:03.660 ⇒ 00:27:15.490 ShannonMartinez: It’s it’s lacking. Refer back to the old ABC account. Submit a follow up to billing reference the new account in the it there it just needs steps.

300 00:27:16.053 ⇒ 00:27:19.969 Amber Lin: I see, okay, mosquito text.

301 00:27:19.970 ⇒ 00:27:23.050 ShannonMartinez: It’s not wrong. It’s just that. It just needs more.

302 00:27:28.620 ⇒ 00:27:32.419 ShannonMartinez: Oh, that’s the one I told you was invalid. I put the wrong ignore.

303 00:27:32.420 ⇒ 00:27:33.540 Amber Lin: Oh, okay.

304 00:27:33.540 ⇒ 00:27:35.140 ShannonMartinez: That was user error.

305 00:27:36.220 ⇒ 00:27:38.720 Amber Lin: Sounds, good, valid.

306 00:27:38.720 ⇒ 00:27:39.200 ShannonMartinez: I’m sorry.

307 00:27:39.200 ⇒ 00:27:41.839 Amber Lin: Employee discount. We don’t.

308 00:27:41.840 ⇒ 00:27:42.260 JanieceGarcia: Not right.

309 00:27:42.260 ⇒ 00:27:43.170 Amber Lin: There yet.

310 00:27:45.550 ⇒ 00:27:47.710 JanieceGarcia: And that 25% is not right anyway.

311 00:27:49.640 ⇒ 00:27:54.340 JanieceGarcia: It’s actually different for all departments.

312 00:27:54.690 ⇒ 00:27:55.839 ShannonMartinez: What’s that, babe.

313 00:27:55.840 ⇒ 00:27:57.690 JanieceGarcia: The employee discounts. Do you have?

314 00:27:57.690 ⇒ 00:27:58.920 JanieceGarcia: Yes, Brianna put.

315 00:27:58.920 ⇒ 00:27:59.489 ShannonMartinez: 25.

316 00:27:59.490 ⇒ 00:28:00.809 JanieceGarcia: Percent. We do.

317 00:28:00.810 ⇒ 00:28:01.280 Amber Lin: I’m a doctor.

318 00:28:01.890 ⇒ 00:28:05.799 ShannonMartinez: Yeah. Was it the document that you sent me last time?

319 00:28:05.800 ⇒ 00:28:06.180 ShannonMartinez: Yes.

320 00:28:07.290 ⇒ 00:28:09.300 ShannonMartinez: Yes, that’s the one that threw Iver off.

321 00:28:09.300 ⇒ 00:28:10.620 Amber Lin: Oh, I see!

322 00:28:10.620 ⇒ 00:28:12.153 ShannonMartinez: Are you talking about this.

323 00:28:12.460 ⇒ 00:28:16.329 Amber Lin: See? Okay, actually, I’m just gonna just gonna copy it over.

324 00:28:16.470 ⇒ 00:28:18.289 Amber Lin: Add it to the central. Doc.

325 00:28:18.460 ⇒ 00:28:20.380 Amber Lin: Put it under promotions.

326 00:28:20.790 ⇒ 00:28:23.370 Amber Lin: Actually.

327 00:28:35.890 ⇒ 00:28:42.379 Amber Lin: okay, we will clean that up, but that’s some.

328 00:28:42.590 ⇒ 00:28:48.420 Amber Lin: I think, that could can just put that as testing for now

329 00:28:49.080 ⇒ 00:28:52.630 Amber Lin: where was the document? There it is.

330 00:28:53.040 ⇒ 00:28:54.090 Amber Lin: So.

331 00:28:56.220 ⇒ 00:28:58.380 ShannonMartinez: Beverage just added.

332 00:28:59.210 ⇒ 00:29:00.199 Amber Lin: So we’re just.

333 00:29:00.200 ⇒ 00:29:03.620 ShannonMartinez: Asked about a cancel dropping an attribute.

334 00:29:04.340 ⇒ 00:29:07.089 Amber Lin: We don’t have that process.

335 00:29:09.840 ⇒ 00:29:10.320 JanieceGarcia: Oh!

336 00:29:10.320 ⇒ 00:29:11.040 ShannonMartinez: And.

337 00:29:11.040 ⇒ 00:29:15.490 Amber Lin: This one is service information.

338 00:29:15.620 ⇒ 00:29:25.889 JanieceGarcia: Do we treat that or drain flies? We do definitely. But it’s gonna be drain. Flies is covered.

339 00:29:26.510 ⇒ 00:29:29.440 JanieceGarcia: It’s it’s a different process. But yes, we do

340 00:29:30.850 ⇒ 00:29:32.720 JanieceGarcia: still need to send out an inspector.

341 00:29:38.190 ⇒ 00:29:38.790 Amber Lin: Okay.

342 00:29:39.070 ⇒ 00:29:48.890 ShannonMartinez: And that’s again, it’s process, right? So confirm. The customer has existing coverage. If they do not send an inspector, it just needs a 1, 2, 3, 4, 5 steps.

343 00:29:50.190 ⇒ 00:29:50.790 JanieceGarcia: And also.

344 00:29:50.790 ⇒ 00:29:52.940 Amber Lin: That’s for. Go ahead.

345 00:29:53.600 ⇒ 00:29:55.909 JanieceGarcia: It’s gonna come into play, too, with plumbing.

346 00:29:57.940 ⇒ 00:30:00.879 JanieceGarcia: Because plumbing can do a drain clean as well.

347 00:30:00.880 ⇒ 00:30:03.490 Amber Lin: Hmm! I see. I think that’s for.

348 00:30:03.490 ⇒ 00:30:04.130 ShannonMartinez: All right.

349 00:30:04.340 ⇒ 00:30:10.720 Amber Lin: Yeah, wait, wait! What are you talking? Oh, I see. Oh, by the way, our plumbing department does that?

350 00:30:11.566 ⇒ 00:30:23.089 Amber Lin: I think for these we could insert a general process, for whenever somebody asks, Okay, do they treat for Xyz? We say, process step one, go check

351 00:30:23.650 ⇒ 00:30:30.499 Amber Lin: if it’s covered, step to go check their account, or like, if if we just send out Inspector.

352 00:30:30.500 ⇒ 00:30:31.260 ShannonMartinez: Agreed.

353 00:30:31.850 ⇒ 00:30:41.540 JanieceGarcia: And that is the way like, if you notice on a lot of our sops, it starts with do a full 360 on the account. What is their coverage?

354 00:30:41.670 ⇒ 00:30:43.299 JanieceGarcia: And then you go from there.

355 00:30:48.460 ⇒ 00:30:55.900 Amber Lin: I see. So let me write here to add procedures.

356 00:30:58.480 ⇒ 00:31:00.409 ShannonMartinez: It is raining cats and dogs here.

357 00:31:00.730 ⇒ 00:31:01.589 Amber Lin: Oh, dear!

358 00:31:03.080 ⇒ 00:31:04.340 ShannonMartinez: It’s good for mosquito.

359 00:31:06.480 ⇒ 00:31:08.189 Amber Lin: 2, 2, 1.

360 00:31:11.140 ⇒ 00:31:15.589 ShannonMartinez: Doesn’t help for those Mama raccoons trying to get their babies out of the room.

361 00:31:15.590 ⇒ 00:31:20.929 Amber Lin: Oh, have you guys seen? Is there a lot of raccoons over there?

362 00:31:22.070 ⇒ 00:31:26.069 ShannonMartinez: It’s we’re definitely raccoons and termites have been the reoccurring theme.

363 00:31:29.806 ⇒ 00:31:32.920 Amber Lin: This is billing. This is not in there yet.

364 00:31:34.290 ⇒ 00:31:42.320 ShannonMartinez: When the service managers or the technicians will go out and the wildlife rescue places close, they’ll bring them into the office.

365 00:31:42.320 ⇒ 00:31:42.800 Amber Lin: What?

366 00:31:42.800 ⇒ 00:31:44.499 ShannonMartinez: It is so cute.

367 00:31:44.520 ⇒ 00:31:48.410 ShannonMartinez: See, you need grow. Men carry around like.

368 00:31:48.410 ⇒ 00:31:49.380 Amber Lin: Babies.

369 00:31:50.350 ⇒ 00:31:54.829 ShannonMartinez: Pillows and blankets in there, and like feeding them and keeping them alive until they.

370 00:31:54.830 ⇒ 00:31:55.520 Amber Lin: Oh, my God!

371 00:31:55.520 ⇒ 00:31:56.100 ShannonMartinez: Left.

372 00:31:56.960 ⇒ 00:32:02.750 JanieceGarcia: Internet and going with the how to set up a year in advance, billing.

373 00:32:04.600 ⇒ 00:32:05.790 JanieceGarcia: We?

374 00:32:06.020 ⇒ 00:32:11.574 JanieceGarcia: It’s not something that billing automatically is going to set up anymore.

375 00:32:12.500 ⇒ 00:32:13.350 Amber Lin: Ours have to do.

376 00:32:13.350 ⇒ 00:32:22.750 JanieceGarcia: You as a Csr and just counting and figuring out, Okay, what’s their annual cost and asking for that, and then applying it to all the future invoices.

377 00:32:23.030 ⇒ 00:32:23.960 Amber Lin: Hmm.

378 00:32:25.510 ⇒ 00:32:29.750 JanieceGarcia: It’s not. It’s not gonna be an automatic. I I usually tell them, don’t do it because.

379 00:32:29.750 ⇒ 00:32:30.210 Amber Lin: And it won’.

380 00:32:30.210 ⇒ 00:32:31.209 JanieceGarcia: On the Csr.

381 00:32:32.045 ⇒ 00:32:32.640 Amber Lin: Okay.

382 00:32:32.640 ⇒ 00:32:46.569 ShannonMartinez: I usually do them for my team, and then they’re so far and few between that if a customer wants to pay a year in advance. I’m like I’ll do it for you. It just I did feel like that needs to be like a get with your supervisor thing, just like the dropping of the attribute.

383 00:32:48.510 ⇒ 00:33:02.900 ShannonMartinez: Because even I’m not gonna hand out to the Csr’s our current residential pricing guidelines. And then I just kind of double check square footage with operations to make sure that they agree, as far as

384 00:33:03.920 ⇒ 00:33:07.040 ShannonMartinez: it’s above their head, to make those decisions.

385 00:33:07.040 ⇒ 00:33:07.970 JanieceGarcia: Yep, exactly.

386 00:33:07.970 ⇒ 00:33:10.400 ShannonMartinez: What what the customer should be paying, ongoing.

387 00:33:10.650 ⇒ 00:33:11.410 JanieceGarcia: Correct.

388 00:33:13.330 ⇒ 00:33:22.479 ShannonMartinez: Also in applying future service payments like that’s the other thing. If they’re doing a year in advance, I think it should be a blanket. Get with your supervisor or manager.

389 00:33:22.820 ⇒ 00:33:23.340 JanieceGarcia: Yep.

390 00:33:26.300 ⇒ 00:33:27.179 ShannonMartinez: You don’t want the message.

391 00:33:27.180 ⇒ 00:33:28.390 Amber Lin: Sonia knew.

392 00:33:30.080 ⇒ 00:33:30.700 JanieceGarcia: No.

393 00:33:30.900 ⇒ 00:33:31.540 ShannonMartinez: Hello!

394 00:33:31.930 ⇒ 00:33:32.480 JanieceGarcia: No.

395 00:33:32.480 ⇒ 00:33:34.450 Amber Lin: Are she just testing the system.

396 00:33:37.310 ⇒ 00:33:38.999 JanieceGarcia: I’ll let you speak on that, Shannon.

397 00:33:43.220 ⇒ 00:33:51.900 ShannonMartinez: I am curious to see what her response is on. Why, she’s asking these questions.

398 00:33:52.430 ⇒ 00:33:58.570 Amber Lin: I mean, it’s well we’ll we’ll let everybody ask those questions. No judgment. The the more they ask, the better.

399 00:33:58.570 ⇒ 00:33:59.240 ShannonMartinez: No.

400 00:33:59.929 ⇒ 00:34:01.209 Amber Lin: A little back story.

401 00:34:01.210 ⇒ 00:34:02.599 ShannonMartinez: She’s a team, lead.

402 00:34:02.990 ⇒ 00:34:08.209 Amber Lin: Hmm! I see. Maybe she’s asking it for someone once you check if it’s valid.

403 00:34:09.142 ⇒ 00:34:15.290 Amber Lin: customer wants to pay for the entire year. Pro. That’s promotions. Information?

404 00:34:17.699 ⇒ 00:34:20.630 Amber Lin: I don’t think we have that, is it? That’s.

405 00:34:20.639 ⇒ 00:34:23.549 ShannonMartinez: That’s what Denise, when I and I were just referring to. That’s something.

406 00:34:23.550 ⇒ 00:34:24.349 Amber Lin: In the New.

407 00:34:24.350 ⇒ 00:34:25.830 ShannonMartinez: Manager, supervisor.

408 00:34:27.510 ⇒ 00:34:30.809 JanieceGarcia: Because we don’t even offer the discount anymore.

409 00:34:32.639 ⇒ 00:34:41.940 Amber Lin: I see next one, I’ve seen this question many times from different people, do we, chew for snails

410 00:34:43.280 ⇒ 00:34:53.619 Amber Lin: yes. No. I remember how long is the term I know termite estimate is from Shannon.

411 00:34:56.530 ⇒ 00:35:01.475 ShannonMartinez: So I was asking just to kind of see. So

412 00:35:04.180 ⇒ 00:35:12.849 ShannonMartinez: good. The feedback is because I was asking about term I was asking about Termite, and it offered trelona, which is a termite service. So those.

413 00:35:12.850 ⇒ 00:35:13.790 Amber Lin: Those 2 should.

414 00:35:13.790 ⇒ 00:35:16.770 ShannonMartinez: Tie together is oh, by the way, it would.

415 00:35:16.770 ⇒ 00:35:19.439 Amber Lin: I see. Okay.

416 00:35:20.860 ⇒ 00:35:30.270 ShannonMartinez: It would be like me saying, how do I schedule a rodent reservice? And then it would say, Oh, by the way, can you

417 00:35:30.570 ⇒ 00:35:34.900 ShannonMartinez: offer the customer a rodent management plan? You know what I mean. It’s the same.

418 00:35:34.900 ⇒ 00:35:35.270 ShannonMartinez: Hmm.

419 00:35:35.270 ⇒ 00:35:40.500 ShannonMartinez: Type service type. They’re both termite. So the 2 shouldn’t be tied together. Chlona is termite.

420 00:35:40.890 ⇒ 00:35:41.290 JanieceGarcia: Yeah.

421 00:35:41.500 ⇒ 00:35:41.920 ShannonMartinez: That’s right.

422 00:35:43.030 ⇒ 00:35:44.100 Amber Lin: I see.

423 00:35:45.160 ⇒ 00:35:46.380 Amber Lin: Let me.

424 00:35:47.260 ⇒ 00:35:52.240 ShannonMartinez: I don’t know how Andy decides what to oh, by the way, but those 2 should not marry.

425 00:35:52.240 ⇒ 00:35:58.239 Amber Lin: Okay, okay, is there other ones that shouldn’t be grouped together.

426 00:35:59.260 ⇒ 00:36:01.090 ShannonMartinez: As I find them. I’ll let you know.

427 00:36:01.710 ⇒ 00:36:03.160 JanieceGarcia: Yeah. I haven’t seen any others.

428 00:36:03.160 ⇒ 00:36:03.810 Amber Lin: Okay.

429 00:36:04.110 ⇒ 00:36:06.000 Amber Lin: All that waste.

430 00:36:15.070 ⇒ 00:36:20.879 ShannonMartinez: Trolona is just the brand name of the treatment we use for the termites

431 00:36:28.770 ⇒ 00:36:34.140 Amber Lin: Okay, we don’t have that definition. We can add that

432 00:36:36.280 ⇒ 00:36:41.619 Amber Lin: I guess we don’t have very specific procedures. I guess we can clarify that.

433 00:36:42.220 ⇒ 00:36:47.179 JanieceGarcia: Or that’s 1 of that’s where Shannon and I left off is the mosquito system. Stuff.

434 00:36:48.300 ⇒ 00:36:51.760 JanieceGarcia: But now that it’s kinda we’ll we’ll be able to get back on this.

435 00:36:52.040 ⇒ 00:36:52.690 Amber Lin: Hmm.

436 00:36:53.770 ⇒ 00:36:54.570 JanieceGarcia: Okay.

437 00:36:54.770 ⇒ 00:36:59.530 Amber Lin: That’s phone number for Bastrop. What does that mean?

438 00:37:00.480 ⇒ 00:37:03.920 Amber Lin: Phone number for what? For the Astro? For customer callbacks?

439 00:37:05.730 ⇒ 00:37:15.530 Amber Lin: I know there was like a call list. There’s call list procedures. Oh, ABC, phone number for branches.

440 00:37:16.040 ⇒ 00:37:19.800 JanieceGarcia: Yes, for branches, and Bastrop is going to be the Austin number.

441 00:37:20.380 ⇒ 00:37:21.430 Amber Lin: -

442 00:37:29.250 ⇒ 00:37:34.070 Amber Lin: okay? So that’s guess.

443 00:37:35.000 ⇒ 00:37:36.469 Amber Lin: Turn that might.

444 00:37:37.160 ⇒ 00:37:39.980 ShannonMartinez: I’m just thinking Amy is not cause she’s so new

445 00:37:40.660 ⇒ 00:37:43.180 ShannonMartinez: and like. Are you trying to reach John Sherman?

446 00:37:44.875 ⇒ 00:37:45.999 ShannonMartinez: You know what I mean.

447 00:37:46.000 ⇒ 00:37:46.970 JanieceGarcia: Yeah.

448 00:37:48.180 ⇒ 00:37:52.300 ShannonMartinez: I think that issue that was, that’s probably invalid.

449 00:37:53.690 ⇒ 00:37:56.200 Amber Lin: I’ll say these are duplicates.

450 00:37:56.360 ⇒ 00:38:11.690 Amber Lin: Arrival window needs clear instructions. I know we have a time arrival window, but every time I read it. I still get a little bit confused. I don’t think I grasp it fully. I don’t know if

451 00:38:12.470 ⇒ 00:38:19.470 Amber Lin: I don’t know if Andy grasped, grasped it fully. But we have it in there.

452 00:38:19.890 ⇒ 00:38:24.319 ShannonMartinez: So I know we were talking about adding the inspector sheet.

453 00:38:25.410 ⇒ 00:38:33.330 ShannonMartinez: And I know that there’s the inspector 2 point oh, sheet! And so, because

454 00:38:33.540 ⇒ 00:38:36.514 ShannonMartinez: I myself have been so confused.

455 00:38:39.090 ⇒ 00:38:46.409 ShannonMartinez: I just want to go back to the how to schedule an estimate to make sure that we have the 2 h durations in there on.

456 00:38:46.740 ⇒ 00:38:47.510 Amber Lin: Of course.

457 00:38:47.810 ⇒ 00:38:59.790 Amber Lin: Okay, we went through everything here. I think that’s the main part of our focus today. I can. I just want to show you guys a few things that I was working on so

458 00:39:00.470 ⇒ 00:39:04.170 Amber Lin: cancellations I’ll work on with Yvette.

459 00:39:05.710 ⇒ 00:39:10.330 Amber Lin: Were you guys able to check the escalation flows.

460 00:39:11.010 ⇒ 00:39:16.010 JanieceGarcia: She. She wanted cancellation escalations to be done by her.

461 00:39:16.800 ⇒ 00:39:21.709 Amber Lin: Oh, okay, I thought she only wanted cancellations. But that’s okay, too.

462 00:39:21.940 ⇒ 00:39:24.430 Amber Lin: So there’s also call list.

463 00:39:25.434 ⇒ 00:39:36.310 Amber Lin: I tried to add decision trees and add templates and numbers is here.

464 00:39:36.770 ⇒ 00:39:38.310 ShannonMartinez: What template did you.

465 00:39:38.580 ⇒ 00:39:39.710 Amber Lin: Email template

466 00:39:43.250 ⇒ 00:39:47.230 Amber Lin: for the call lists. If nobody answers the calls.

467 00:39:49.870 ⇒ 00:39:50.510 ShannonMartinez: Okay.

468 00:39:51.360 ⇒ 00:39:54.810 JanieceGarcia: Yeah, and there’s the phone numbers.

469 00:39:56.470 ⇒ 00:40:02.469 Amber Lin: Yeah, and billing, I will work with,

470 00:40:04.470 ⇒ 00:40:07.340 Amber Lin: do a 1st password, you have that on so

471 00:40:07.850 ⇒ 00:40:12.729 Amber Lin: to give you guys an update. So we got this. I got this list from

472 00:40:13.150 ⇒ 00:40:23.790 Amber Lin: oh, not that one. I got this list from Yvette of items that Csr should handle and items they should escalate.

473 00:40:24.640 ⇒ 00:40:38.979 Amber Lin: and so for some of them we already have procedures. I try to find all of it as much as I can, and then I have all of these as empty headings that we should fill in the contents for.

474 00:40:39.140 ⇒ 00:40:45.070 Amber Lin: And then next, we have escalate to billing. So these are

475 00:40:45.330 ⇒ 00:40:59.030 Amber Lin: items that we’ll need to. Csrs need to do as much as they can to collect the information and then send out the correct templates to billing. I also have a general template that we can start

476 00:40:59.200 ⇒ 00:41:03.030 Amber Lin: using. This template probably needs some more editing.

477 00:41:03.380 ⇒ 00:41:05.500 Amber Lin: But once I talk to you, if that we can

478 00:41:05.690 ⇒ 00:41:12.569 Amber Lin: have a general template for these, and then we can make it really fast when we try to fill out how we.

479 00:41:12.570 ⇒ 00:41:17.620 ShannonMartinez: Yeah, for sure. Go over that. I already see one thing that was outdated and what was presented.

480 00:41:18.350 ⇒ 00:41:27.229 JanieceGarcia: Yup, it’s the Cynthia retention, or for the retention team with the increase price increase, yeah.

481 00:41:27.230 ⇒ 00:41:27.940 Amber Lin: -

482 00:41:28.510 ⇒ 00:41:29.720 JanieceGarcia: That’s definitely outdated.

483 00:41:29.720 ⇒ 00:41:30.350 Amber Lin: Yeah.

484 00:41:31.170 ⇒ 00:41:43.070 Amber Lin: here I have a master coverage sheet that I’m having my team work on so that would talk about everything that’s covered and not covered

485 00:41:43.230 ⇒ 00:41:44.916 Amber Lin: both, and

486 00:41:47.050 ⇒ 00:42:01.990 Amber Lin: both in the Central Doc, and also any feedback that we have received. So far. So Casey is working on that. And once it’s somewhat done. We can review it together, and then we can add it to the central doc. So that should answer a lot of coverage questions like

487 00:42:02.110 ⇒ 00:42:08.330 Amber Lin: this the snail question should be pretty easy, because now we can say that is not true.

488 00:42:09.590 ⇒ 00:42:11.710 Amber Lin: Oh, that’s General Pest control.

489 00:42:12.650 ⇒ 00:42:14.470 Amber Lin: Oh, I see.

490 00:42:15.300 ⇒ 00:42:23.239 JanieceGarcia: So you see how it says, if a customer repeat reports, activity, a field inspector must be scheduled to the home note.

491 00:42:23.400 ⇒ 00:42:32.939 JanieceGarcia: These are not covered under general pest control agreements. I think that statement right there needs to go as the non covered pest.

492 00:42:33.220 ⇒ 00:42:40.579 JanieceGarcia: because that’s exactly what it is, because it’s not that we don’t do them. It’s that it’s going to be

493 00:42:41.550 ⇒ 00:42:44.210 JanieceGarcia: done as its own treatment.

494 00:42:53.620 ⇒ 00:42:57.040 Amber Lin: and then there’s ones that we just do not treat.

495 00:42:57.040 ⇒ 00:42:58.110 ShannonMartinez: Inspector.

496 00:42:58.620 ⇒ 00:43:03.760 JanieceGarcia: Right the but I would put in there. A field inspector must be scheduled to the home.

497 00:43:05.900 ⇒ 00:43:09.270 ShannonMartinez: After will be done as its own treatment. Yeah.

498 00:43:13.800 ⇒ 00:43:14.810 JanieceGarcia: There you go.

499 00:43:15.460 ⇒ 00:43:23.310 JanieceGarcia: and then take out that note and just put crazy the crazy, tawny ants and its own little thing, because it’s true.

500 00:43:25.090 ⇒ 00:43:29.569 Amber Lin: So these are items that ABC does not treat

501 00:43:30.320 ⇒ 00:43:32.480 Amber Lin: just flat out does not treat.

502 00:43:33.250 ⇒ 00:43:37.589 JanieceGarcia: No honeybees. Honeybees are the only thing that’s like that, and we’ll do the referrals.

503 00:43:37.940 ⇒ 00:43:39.420 Amber Lin: What about snails?

504 00:43:39.690 ⇒ 00:43:45.950 JanieceGarcia: It’s gonna be its own. That’s why we were saying it’s not a covered pest, but if they are.

505 00:43:46.270 ⇒ 00:43:51.140 JanieceGarcia: if the customer is absolutely I need somebody to come out there. Then

506 00:43:51.450 ⇒ 00:43:56.689 JanieceGarcia: we’re gonna get someone out there. Tarantula hard. The spider.

507 00:43:59.120 ⇒ 00:44:00.250 Amber Lin: Spiders.

508 00:44:01.292 ⇒ 00:44:07.350 JanieceGarcia: It’s part of the spiders. We have people call be called all the time. So spiders are covered under general

509 00:44:07.350 ⇒ 00:44:08.960 JanieceGarcia: hardcover, yeah.

510 00:44:12.420 ⇒ 00:44:14.470 JanieceGarcia: That’s why I don’t know.

511 00:44:14.470 ⇒ 00:44:20.109 ShannonMartinez: Yeah, and then on items that ABC does not treat under honeybees. It should be snakes.

512 00:44:21.640 ⇒ 00:44:22.240 Amber Lin: Hmm.

513 00:44:22.240 ⇒ 00:44:23.699 JanieceGarcia: There you go. Yep.

514 00:44:25.640 ⇒ 00:44:26.345 Amber Lin: That’s

515 00:44:27.790 ⇒ 00:44:29.600 Amber Lin: That’s, I guess.

516 00:44:29.600 ⇒ 00:44:38.629 Amber Lin: Same same thing here, right? It’s not covered as in, not covered at under general rodent and wildlife.

517 00:44:38.900 ⇒ 00:44:39.750 JanieceGarcia: Right.

518 00:44:40.580 ⇒ 00:44:40.950 Amber Lin: But.

519 00:44:40.950 ⇒ 00:44:43.701 JanieceGarcia: But snakes are not covered. Period.

520 00:44:44.160 ⇒ 00:44:46.209 ShannonMartinez: Will not do anything about his name.

521 00:44:46.340 ⇒ 00:44:48.260 JanieceGarcia: No snakes and honeybees.

522 00:44:48.900 ⇒ 00:44:49.869 Amber Lin: Are those pretty much.

523 00:44:49.870 ⇒ 00:44:51.360 JanieceGarcia: Only 2, cool.

524 00:44:51.680 ⇒ 00:44:52.280 ShannonMartinez: Yeah.

525 00:44:52.930 ⇒ 00:44:53.530 JanieceGarcia: Yeah.

526 00:44:53.690 ⇒ 00:44:54.350 JanieceGarcia: Yep.

527 00:44:54.790 ⇒ 00:44:55.460 ShannonMartinez: Yes.

528 00:45:01.710 ⇒ 00:45:06.460 JanieceGarcia: Yeah, but everything else we will pretty much find a way to to handle.

529 00:45:06.956 ⇒ 00:45:10.430 Amber Lin: I guess this, we should combine like.

530 00:45:10.950 ⇒ 00:45:22.590 Amber Lin: oh, these are specific services. These are not the same pest control. Okay, pest control covered covered termites.

531 00:45:23.960 ⇒ 00:45:29.039 Amber Lin: Great we can do a more detailed review.

532 00:45:30.185 ⇒ 00:45:34.449 Amber Lin: Probably next Monday. We can look at this and then add it.

533 00:45:34.950 ⇒ 00:45:36.390 JanieceGarcia: That is actually pretty good.

534 00:45:36.390 ⇒ 00:45:36.729 ShannonMartinez: You know that.

535 00:45:36.730 ⇒ 00:45:38.070 Amber Lin: Oh, pretty good! Great!

536 00:45:38.640 ⇒ 00:45:39.000 Amber Lin: It’s.

537 00:45:39.000 ⇒ 00:45:39.871 ShannonMartinez: You just did it.

538 00:45:40.090 ⇒ 00:45:49.109 Amber Lin: Yay, okay, I’m gonna cover this copy this over to the Central Doc. So if anyone asks questions related to that

539 00:45:53.010 ⇒ 00:45:57.890 Amber Lin: we can’t. They can’t get answered, okay.

540 00:45:59.560 ⇒ 00:46:01.750 ShannonMartinez: How many pages do we have here at that.

541 00:46:03.378 ⇒ 00:46:06.331 Amber Lin: Currently it’s 82.

542 00:46:07.070 ⇒ 00:46:14.800 ShannonMartinez: Ever, you can at least rest assured that you probably will have more documentation with us than any other division.

543 00:46:16.610 ⇒ 00:46:17.209 Amber Lin: I mean Hi!

544 00:46:17.210 ⇒ 00:46:18.429 JanieceGarcia: No mechanical.

545 00:46:18.430 ⇒ 00:46:20.170 ShannonMartinez: Everything.

546 00:46:20.404 ⇒ 00:46:20.639 JanieceGarcia: Account.

547 00:46:20.640 ⇒ 00:46:21.470 JanieceGarcia: The goal is pretty.

548 00:46:21.470 ⇒ 00:46:21.920 ShannonMartinez: We can.

549 00:46:21.920 ⇒ 00:46:23.180 JanieceGarcia: Pretty up there.

550 00:46:24.960 ⇒ 00:46:29.389 ShannonMartinez: And now that we’re gonna be doing porch pumpkins and lawn is just.

551 00:46:29.390 ⇒ 00:46:38.329 JanieceGarcia: Lawn’s getting up there, too, I mean, you have to think, though we have 2324 lines of business.

552 00:46:38.330 ⇒ 00:46:39.399 ShannonMartinez: What’s the 24.th

553 00:46:40.080 ⇒ 00:46:43.210 JanieceGarcia: The is it? 23? The trash bin.

554 00:46:44.038 ⇒ 00:46:45.230 ShannonMartinez: That’s 1 of them.

555 00:46:45.750 ⇒ 00:46:48.839 JanieceGarcia: 24 will end up, being porch, porch, pumpkins.

556 00:46:49.846 ⇒ 00:46:50.980 Amber Lin: I see!

557 00:46:52.010 ⇒ 00:46:54.609 Amber Lin: I don’t even know what Porsche pumpkins are.

558 00:46:54.610 ⇒ 00:46:56.160 JanieceGarcia: Decorating service.

559 00:46:56.160 ⇒ 00:47:01.800 Amber Lin: Oh, I see! I thought it was like a a type of rodent. What? What is a pumpkin.

560 00:47:02.940 ⇒ 00:47:05.570 JanieceGarcia: Actual pumpkin for the fall, and Halloween.

561 00:47:06.030 ⇒ 00:47:07.102 Amber Lin: That’s so funny.

562 00:47:08.157 ⇒ 00:47:22.500 Amber Lin: So I wanted to show you guys 2 things. So one, what I’m working for the service service scheduling part. And then the last thing is how we want to structure the service information parts.

563 00:47:22.890 ⇒ 00:47:51.500 Amber Lin: So here I wanted us to define like key scheduling terms. First, st because for someone new, say, I’m new, I will be a bit confused. Okay, what does this service order mean? There’s also production orders that sounds very similar. So it’ll be great if we can define things here. Similar to like. What does a attribute mean? I can I try to compile all the different attributes.

564 00:47:51.830 ⇒ 00:47:53.170 JanieceGarcia: That’s exactly right.

565 00:47:53.505 ⇒ 00:48:18.339 Amber Lin: Under here. So these are the key terms. And then next I have the key processes. I added, a decision tree based on what we talked about last time. So do they have an account. Okay, if they don’t have an account, is it in an area that’s covered check. And then, if we need to create a new account, it’s in a different section. And then is there a sign agreement?

566 00:48:18.720 ⇒ 00:48:21.740 Amber Lin: Is there? Is there an active program.

567 00:48:23.330 ⇒ 00:48:25.749 Amber Lin: Okay, if there’s an event, does it?

568 00:48:25.860 ⇒ 00:48:29.800 Amber Lin: Does it? There’s an event.

569 00:48:30.390 ⇒ 00:48:31.230 ShannonMartinez: Within the current, one.

570 00:48:31.230 ⇒ 00:48:32.850 Amber Lin: Just yeah.

571 00:48:33.060 ⇒ 00:48:35.490 JanieceGarcia: Put within the current month. Yeah, that’s what I would do.

572 00:48:37.010 ⇒ 00:48:42.200 Amber Lin: Month, and then, if no created has it, if yes, has it been performed?

573 00:48:42.310 ⇒ 00:48:45.199 Amber Lin: You can also do resurface. Follow Qc. Visit

574 00:48:45.340 ⇒ 00:48:46.799 Amber Lin: like, if you need to adjust it.

575 00:48:46.800 ⇒ 00:48:53.570 ShannonMartinez: Back to that skipping of a service. I don’t want to backtrack too much, but so when we talk about service.

576 00:48:53.690 ⇒ 00:49:04.880 ShannonMartinez: scheduling and order handling that we have to put in there the process for skipping a service versus deleting a hold.

577 00:49:05.800 ⇒ 00:49:08.850 JanieceGarcia: So skipping service was right there, where.

578 00:49:08.850 ⇒ 00:49:10.550 Amber Lin: Deleting a hold happened.

579 00:49:11.580 ⇒ 00:49:14.100 JanieceGarcia: When the customer is not wanting

580 00:49:14.420 ⇒ 00:49:16.790 JanieceGarcia: the initial to be done anymore.

581 00:49:16.790 ⇒ 00:49:19.010 Amber Lin: So cancellation. Right?

582 00:49:19.420 ⇒ 00:49:19.860 JanieceGarcia: It is.

583 00:49:20.260 ⇒ 00:49:22.620 JanieceGarcia: It’s it is a cancellation, though.

584 00:49:23.390 ⇒ 00:49:25.939 ShannonMartinez: But it doesn’t require a follow up. So.

585 00:49:25.940 ⇒ 00:49:26.380 JanieceGarcia: No.

586 00:49:26.540 ⇒ 00:49:30.670 ShannonMartinez: Hold is what happens before it’s converted by the contract entry team.

587 00:49:31.010 ⇒ 00:49:34.110 JanieceGarcia: So it could require a follow up if the customer’s already paid. It.

588 00:49:34.310 ⇒ 00:49:39.570 ShannonMartinez: Well, yes, for the refund, but we’re not canceling a program.

589 00:49:39.570 ⇒ 00:49:48.229 Amber Lin: So here we’re going to say, skipping a service note that this is not deleting a hold.

590 00:49:48.760 ⇒ 00:49:53.289 JanieceGarcia: Correct, and that you have how to skip a service.

591 00:49:54.491 ⇒ 00:49:58.409 JanieceGarcia: I don’t know if it can take you to that spot or not.

592 00:49:59.340 ⇒ 00:50:02.839 JanieceGarcia: It is. Yeah, it would be refer to cancellation. Yep.

593 00:50:05.530 ⇒ 00:50:06.170 Amber Lin: Okay.

594 00:50:06.910 ⇒ 00:50:07.930 JanieceGarcia: So right there.

595 00:50:11.130 ⇒ 00:50:13.740 JanieceGarcia: what is a skipped service order.

596 00:50:14.350 ⇒ 00:50:18.140 JanieceGarcia: Check the billing status check order type. Yep.

597 00:50:19.870 ⇒ 00:50:22.610 JanieceGarcia: and I want to say it even has it in there.

598 00:50:22.940 ⇒ 00:50:24.620 JanieceGarcia: Deleting

599 00:50:28.370 ⇒ 00:50:32.399 JanieceGarcia: checks before skipping a service order before skipping a service order

600 00:50:32.860 ⇒ 00:50:36.660 JanieceGarcia: new initial hold! See! Why is that bold?

601 00:50:37.600 ⇒ 00:50:39.079 JanieceGarcia: The new initial hold.

602 00:50:39.330 ⇒ 00:50:40.870 Amber Lin: Where, where.

603 00:50:40.870 ⇒ 00:50:41.580 JanieceGarcia: Right there.

604 00:50:43.460 ⇒ 00:50:46.260 JanieceGarcia: Does that take you to anything? Or it’s not a link.

605 00:50:46.690 ⇒ 00:50:50.850 Amber Lin: No, none of these are a link. Usually when they’re a link, they’re blue and underlined.

606 00:50:51.090 ⇒ 00:50:58.920 JanieceGarcia: I see. Okay? So it’ll say, so that check order, type, production order or a new initial hold.

607 00:51:00.170 ⇒ 00:51:02.260 ShannonMartinez: I think it should say, hold for initial

608 00:51:03.880 ⇒ 00:51:06.720 ShannonMartinez: set of new initial hold hold for initial.

609 00:51:07.270 ⇒ 00:51:09.190 JanieceGarcia: Yeah, do hold for initial.

610 00:51:10.960 ⇒ 00:51:20.869 JanieceGarcia: Okay, then skip a service, order, open the order, scroll to the bottom, click, skip. If the customer is not easy, pay, adjust the invoice balance, perfect

611 00:51:20.990 ⇒ 00:51:34.160 JanieceGarcia: handling different order types, production orders no longer needed. Skip the order, new service, hold orders. If the old, if the order is still hold, delete the hold, if payment was made, submit, follow up for a refund.

612 00:51:35.630 ⇒ 00:51:37.360 Amber Lin: Should we delete a hold.

613 00:51:37.890 ⇒ 00:51:38.450 ShannonMartinez: Yes.

614 00:51:39.006 ⇒ 00:51:44.010 JanieceGarcia: That’s that’s exactly. Yeah, that’s exactly how it’s done.

615 00:51:44.680 ⇒ 00:51:49.149 Amber Lin: Should we still refer to cancellations, then? Is that still something.

616 00:51:49.150 ⇒ 00:52:05.249 JanieceGarcia: I I would, because I would like to see that in both spots, because if the customer is not wanting to move with, move forward with the initial. Why? Why are they cancelling it? Because essentially, they are canceling a program before it even starts.

617 00:52:05.780 ⇒ 00:52:07.320 JanieceGarcia: Why are we losing that revenue?

618 00:52:08.930 ⇒ 00:52:14.210 JanieceGarcia: And I would. I would think that Yvette would agree, but I could be wrong, but we could ask her whenever.

619 00:52:14.210 ⇒ 00:52:23.570 ShannonMartinez: Absolutely no, absolutely cause. We always have to put in them in the if we’re putting in the follow up for us to refund the hold for initial that they’ve already.

620 00:52:23.570 ⇒ 00:52:23.930 JanieceGarcia: Why?

621 00:52:23.930 ⇒ 00:52:27.250 ShannonMartinez: Before we have to stipulate the reason. I think that that’s a given.

622 00:52:29.050 ⇒ 00:52:34.369 Amber Lin: I think for each of these, we can be more specific on if there’s anything that need to

623 00:52:34.500 ⇒ 00:52:40.390 Amber Lin: do skip the order.

624 00:52:40.850 ⇒ 00:52:44.110 Amber Lin: Okay? So I’m gonna follow up for refund press refund.

625 00:52:44.830 ⇒ 00:52:48.910 Amber Lin: So does this apply to every single category.

626 00:52:49.260 ⇒ 00:52:49.930 JanieceGarcia: Yes.

627 00:52:51.150 ⇒ 00:52:52.980 ShannonMartinez: Yup. It sure does.

628 00:52:52.980 ⇒ 00:52:55.339 ShannonMartinez: We have to select the dropdown for the reason.

629 00:52:57.940 ⇒ 00:52:59.429 Amber Lin: I see, okay.

630 00:53:03.530 ⇒ 00:53:05.399 JanieceGarcia: We didn’t take anything out right.

631 00:53:06.634 ⇒ 00:53:08.239 Amber Lin: Don’t think so.

632 00:53:14.500 ⇒ 00:53:16.679 Amber Lin: Should we add one to check?

633 00:53:16.970 ⇒ 00:53:28.750 Amber Lin: If customer is, or easy pay or not?

634 00:53:30.490 ⇒ 00:53:31.290 JanieceGarcia: There you go!

635 00:53:33.420 ⇒ 00:53:38.549 Amber Lin: That done? Before you do the skipping, or after.

636 00:53:39.460 ⇒ 00:53:42.050 JanieceGarcia: It’s before needs to be done before.

637 00:53:42.210 ⇒ 00:53:48.849 Amber Lin: Oh, so I shouldn’t move this before this before these.

638 00:53:49.210 ⇒ 00:53:52.320 JanieceGarcia: Well, no. So that’s why it says on there.

639 00:53:52.320 ⇒ 00:53:52.850 ShannonMartinez: All right.

640 00:53:53.860 ⇒ 00:54:08.190 JanieceGarcia: That’s why it says Number one is, check the billing status up at the top. So step one, and then you have the one and twos within that step 2 is what you’re actually doing. So that all it’s it’s in the. It was in the order that it needed to be.

641 00:54:09.370 ⇒ 00:54:13.759 JanieceGarcia: Because what it is is you’re officially checking a box.

642 00:54:15.440 ⇒ 00:54:16.480 JanieceGarcia: For adjustment.

643 00:54:16.950 ⇒ 00:54:18.370 Amber Lin: I see, I see.

644 00:54:18.600 ⇒ 00:54:29.319 JanieceGarcia: And if you look, I wanna say I do have and that’s why my hard documents are still going to be good, because if they need a visual. I have screenshots of what I’m talking about in there.

645 00:54:29.886 ⇒ 00:54:31.020 Amber Lin: I see.

646 00:54:32.280 ⇒ 00:54:37.220 Amber Lin: So I think when we

647 00:54:37.920 ⇒ 00:54:42.320 Amber Lin: transfer this to a central dog, i would love to just, add your images in there.

648 00:54:42.770 ⇒ 00:54:44.629 ShannonMartinez: It would be extremely helpful.

649 00:54:44.630 ⇒ 00:54:45.460 Amber Lin: Yeah.

650 00:54:45.940 ⇒ 00:54:50.810 JanieceGarcia: A lot of my sops do, or presentations do.

651 00:54:51.730 ⇒ 00:54:54.600 Amber Lin: Okay, that will be a second.

652 00:54:55.029 ⇒ 00:54:59.329 ShannonMartinez: On my screen. I can go and do this action.

653 00:54:59.330 ⇒ 00:55:00.977 JanieceGarcia: Act as I’m, yeah,

654 00:55:01.520 ⇒ 00:55:04.150 ShannonMartinez: Screenshots are extremely helpful.

655 00:55:09.900 ⇒ 00:55:12.640 Amber Lin: okay, great.

656 00:55:13.761 ⇒ 00:55:22.500 Amber Lin: Anyways, sorry, I got a bit derailed when I, mean, we cleaned up one thing, so what I have here, is, I have a decision. Trees and I have the different

657 00:55:23.245 ⇒ 00:55:26.319 Amber Lin: different workflows for each situation.

658 00:55:26.930 ⇒ 00:55:27.640 Amber Lin: My mom’s.

659 00:55:27.640 ⇒ 00:55:32.090 ShannonMartinez: I love that you did. If this, then that if not, then this.

660 00:55:32.090 ⇒ 00:55:32.560 JanieceGarcia: Yeah.

661 00:55:32.560 ⇒ 00:55:34.010 ShannonMartinez: So, yeah.

662 00:55:34.510 ⇒ 00:55:48.969 Amber Lin: I mean, I thought when I was doing this, if I don’t understand someone new probably also doesn’t understand. So this would be very helpful for them as well, and we can definitely flesh some of these out. They don’t. We don’t have anything under. Say, follow up

663 00:55:49.764 ⇒ 00:55:52.430 Amber Lin: I guess what I wanted to

664 00:55:52.690 ⇒ 00:56:04.779 Amber Lin: ask you guys is one for this just time slots and time windows. I think we can work on it to be either more specific or just integrated into

665 00:56:05.280 ⇒ 00:56:12.749 Amber Lin: as a scheduling a service order, maybe just to integrate that in there.

666 00:56:13.210 ⇒ 00:56:14.090 Amber Lin: Yes.

667 00:56:14.090 ⇒ 00:56:22.010 ShannonMartinez: Because it’s helpful to identify time frames and arrival times for service versus sales, because they are different.

668 00:56:23.430 ⇒ 00:56:26.090 ShannonMartinez: We have to distinguish between the 2

669 00:56:27.060 ⇒ 00:56:32.500 ShannonMartinez: service time slots and timeframes or sales, time slots or timeframes.

670 00:56:35.720 ⇒ 00:56:42.750 Amber Lin: Great we will incorporate. I mean, there’s also these.

671 00:56:43.010 ⇒ 00:56:52.719 Amber Lin: should we also add, I guess we should also clean it up and add it directly to say, sorry reservice follow up and Qc. So we’ll.

672 00:56:52.720 ⇒ 00:56:56.000 ShannonMartinez: Yes, because they all have iterations. Yes.

673 00:56:56.000 ⇒ 00:57:01.999 Amber Lin: Okay, okay, I guess my other question is.

674 00:57:02.330 ⇒ 00:57:06.360 Amber Lin: does customers have, does Csrs have to sort of

675 00:57:06.610 ⇒ 00:57:19.920 Amber Lin: answer customers questions on oh, we all. By the way, we also have this plus termite feature, or there’s this thing called click to buy. Do customers to Csrs have to explain these things to the customers.

676 00:57:20.310 ⇒ 00:57:21.620 JanieceGarcia: No.

677 00:57:21.800 ⇒ 00:57:29.050 ShannonMartinez: Not necessarily. It’s more informational. We have to understand what we’re receiving when it comes in like right

678 00:57:29.050 ⇒ 00:57:33.580 ShannonMartinez: to buy customer. Is this a part pro plus termite customer. This.

679 00:57:33.580 ⇒ 00:57:34.020 Amber Lin: Isn’t it.

680 00:57:34.020 ⇒ 00:57:35.710 ShannonMartinez: Internal knowledge, base.

681 00:57:35.710 ⇒ 00:57:36.030 Amber Lin: -

682 00:57:36.030 ⇒ 00:57:36.730 JanieceGarcia: Yeah.

683 00:57:37.380 ⇒ 00:57:43.820 ShannonMartinez: Cause even I don’t even know. It’s like speaking Greek right like. I don’t know that the customer even knows our internal jargon.

684 00:57:47.340 ⇒ 00:57:48.280 Amber Lin: So

685 00:57:48.650 ⇒ 00:57:57.259 Amber Lin: to clarify. Usually customers come in. And they already have these attributes. Selected sales have done that already right.

686 00:57:58.500 ⇒ 00:58:00.400 Amber Lin: And custom. And Csr. Is.

687 00:58:01.100 ⇒ 00:58:09.890 Amber Lin: will they be able to see that on a customer’s profile? Or are they just trying to determine that by listening to what the customer says.

688 00:58:11.110 ⇒ 00:58:13.950 ShannonMartinez: It would be listed in the customer’s account.

689 00:58:16.780 ⇒ 00:58:17.620 Amber Lin: Our list.

690 00:58:17.620 ⇒ 00:58:21.120 ShannonMartinez: Various different ways. It they.

691 00:58:21.390 ⇒ 00:58:30.240 ShannonMartinez: if it’s click to buy, it’s going to be in the notes. If it’s a plus termite or plus fee and tick. It’s going to be in the program, but also in the documents in the.

692 00:58:30.240 ⇒ 00:58:30.590 Amber Lin: Yeah, too.

693 00:58:31.046 ⇒ 00:58:31.959 ShannonMartinez: Signed agreement.

694 00:58:32.464 ⇒ 00:58:35.649 ShannonMartinez: That again! Leaning back towards the the 3 60.

695 00:58:36.231 ⇒ 00:58:38.460 Amber Lin: I see. So this is something

696 00:58:38.730 ⇒ 00:58:46.770 Amber Lin: I guess, for is this part of the 3 60 to determine what service the customer has.

697 00:58:48.320 ⇒ 00:58:52.660 ShannonMartinez: It’s. This is also kind of like a residential menu of services.

698 00:58:53.180 ⇒ 00:58:55.710 JanieceGarcia: It is, and that’s exactly where they got it from.

699 00:58:55.920 ⇒ 00:58:56.790 Amber Lin: Yeah, I got.

700 00:58:56.790 ⇒ 00:58:57.819 JanieceGarcia: The residential menu.

701 00:58:57.820 ⇒ 00:59:21.540 Amber Lin: Yeah, I got it from there, but I thought it would be nice if it’s if Csrs get confused on where to find these things. We should have also a directory of Okay, for these. Where do you find that information? And what does it really mean? But do you think it’s necessary to help explain where to find them. Is that usually a problem or not at all.

702 00:59:21.990 ⇒ 00:59:36.349 JanieceGarcia: I wouldn’t say it is because I think it’s more rare for them to have to explain this when they’re explaining on the menu of services, what they are explaining. Is going to be

703 00:59:37.360 ⇒ 00:59:59.029 JanieceGarcia: what the what the technicians actually doing when they’re out there, because the actual service itself should have been explained by the inspector, or if they have service, related questions in regards to what’s being used, that’s gonna be the technician that’s explaining that the farthest we can go is stating that

704 00:59:59.400 ⇒ 01:00:25.270 JanieceGarcia: we’re going to treat the interior and the exterior of the home. Whenever there is activity we will dust window frames, door frames, we will knock down visible waspness on the 1st story eaves, and then we will treat the perimeter of the home for fire ants out in the yard, but interior, it’s all going to be crawling insects. So that’s going to be pretty much the baseline.

705 01:00:25.700 ⇒ 01:00:26.109 Amber Lin: I see.

706 01:00:26.110 ⇒ 01:00:27.279 JanieceGarcia: And that’s it.

707 01:00:27.670 ⇒ 01:00:28.290 Amber Lin: I see.

708 01:00:28.520 ⇒ 01:00:37.750 JanieceGarcia: But we still, as Csrs need to understand, like Shannon said, understand what is truly coming in rather than.

709 01:00:38.170 ⇒ 01:00:39.770 Amber Lin: Coming in as in.

710 01:00:40.580 ⇒ 01:00:47.590 JanieceGarcia: So if a if a residential pest control customer calls in, it’s gonna show up as a Gpc.

711 01:00:48.180 ⇒ 01:00:54.760 JanieceGarcia: However, customers can get a general pest control program

712 01:00:55.060 ⇒ 01:01:09.580 JanieceGarcia: in 2 different ways. Did they call it in and get an estimate done by the inspector? Or did they go online and do a click to buy because a click to buy service? It’s going to be notated on the account that it’s a click to buy and

713 01:01:09.840 ⇒ 01:01:14.669 JanieceGarcia: at that point we would need to know that German roaches were not covered under that service.

714 01:01:15.685 ⇒ 01:01:17.500 Amber Lin: I see. So

715 01:01:17.700 ⇒ 01:01:31.589 Amber Lin: do you. Do you guys think we’re missing something? At the very 1st step of when the customers call in what the Csr should do to determine, like what actually is happening.

716 01:01:31.880 ⇒ 01:01:37.390 ShannonMartinez: Because I think we offer offer often reference doing a proper 3, 60.

717 01:01:37.540 ⇒ 01:01:46.040 ShannonMartinez: And I know that doing a proper 3 60 is defined. But we need to identify the steps in the 3 60 process.

718 01:01:47.880 ⇒ 01:01:49.300 Amber Lin: I see. Okay.

719 01:01:49.300 ⇒ 01:01:51.630 ShannonMartinez: Thinking I’m a brand new person. I don’t know what I’m doing.

720 01:01:53.620 ⇒ 01:01:54.699 ShannonMartinez: You know what I mean.

721 01:01:56.270 ⇒ 01:01:59.280 JanieceGarcia: And I wanna say, go if we look at the Central Doc.

722 01:01:59.280 ⇒ 01:02:00.529 ShannonMartinez: Know, we have.

723 01:02:00.530 ⇒ 01:02:09.420 Amber Lin: We have it. It’s just not clearly outlined. It’s probably somewhere but I think it’ll be awesome if we

724 01:02:09.620 ⇒ 01:02:13.920 Amber Lin: just have it clearly outlined. I’m going to search 3 60.

725 01:02:14.610 ⇒ 01:02:25.529 Amber Lin: Oh, my bad 3 60 like I think we have some of it here and there.

726 01:02:26.220 ⇒ 01:02:31.809 Amber Lin: like we just say 3 60, but I don’t think we specify what 3, 60.

727 01:02:31.810 ⇒ 01:02:45.070 JanieceGarcia: It shows a 360 view of an account refers to completing an overview of the customers, information and interactions. This includes service history, billing details, contact information, any other notes from previous interactions.

728 01:02:47.910 ⇒ 01:02:48.759 JanieceGarcia: There it is.

729 01:02:49.500 ⇒ 01:02:58.389 JanieceGarcia: and that’s check the accounts for the last. Well, that’s on an estimate. But we need to find the 3 60 of an actual.

730 01:02:58.920 ⇒ 01:02:59.760 JanieceGarcia: There you go.

731 01:03:00.120 ⇒ 01:03:01.700 JanieceGarcia: No, that’s on demand.

732 01:03:03.020 ⇒ 01:03:12.750 Amber Lin: Yeah, let me check if there’s anything on a service order

733 01:03:16.250 ⇒ 01:03:20.270 Amber Lin: no initial hold.

734 01:03:20.910 ⇒ 01:03:21.870 Amber Lin: No.

735 01:03:23.310 ⇒ 01:03:37.890 Amber Lin: Nope, I think that would be that would be really helpful of to do a 3 60, and that sort of ask them. Ask them to do the decision tree so that they know where to go look, and this is like the very 1st step of

736 01:03:38.020 ⇒ 01:03:40.060 Amber Lin: of what they need to do.

737 01:03:40.310 ⇒ 01:03:46.349 ShannonMartinez: I think we blanket do a 360, assuming that everybody knows everything that needs to be done on 360.

738 01:03:46.350 ⇒ 01:03:49.160 Amber Lin: I see? I see. Yeah, usually, if you’re.

739 01:03:49.160 ⇒ 01:03:50.219 ShannonMartinez: Train them.

740 01:03:50.900 ⇒ 01:03:52.580 ShannonMartinez: That’s what we call it, that’s

741 01:03:52.730 ⇒ 01:03:58.239 ShannonMartinez: you know. But yes, I agree with you. The decision tree would be super helpful.

742 01:03:58.550 ⇒ 01:03:59.423 Amber Lin: Yeah, okay.

743 01:04:00.432 ⇒ 01:04:17.320 Amber Lin: I’m thinking. So I’ll move the services into like the Glossary terms and ask people to refer to that when they’re doing a 360 think for I was wondering if you guys have a complete list of service codes

744 01:04:17.490 ⇒ 01:04:19.429 Amber Lin: that we can use as reference.

745 01:04:21.172 ⇒ 01:04:22.739 ShannonMartinez: I can get them.

746 01:04:23.720 ⇒ 01:04:31.240 ShannonMartinez: I’m not sure that we would need them to be on a Csr level, because the service codes are assigned by our contract entry team.

747 01:04:31.550 ⇒ 01:04:35.539 JanieceGarcia: And that’s what we had decided last time. All they need to know is either production

748 01:04:36.240 ⇒ 01:04:41.519 JanieceGarcia: or holds, or Wdi and I. We have all of those in there.

749 01:04:41.820 ⇒ 01:04:45.220 Amber Lin: So they actually don’t need to use service codes.

750 01:04:45.220 ⇒ 01:04:49.820 JanieceGarcia: They do not, because when they have that, they’re gonna start creating programs. And we can’t have them do that.

751 01:04:50.155 ⇒ 01:04:51.160 Amber Lin: What? Okay. So.

752 01:04:51.160 ⇒ 01:04:51.800 ShannonMartinez: Yeah.

753 01:04:51.990 ⇒ 01:05:07.290 ShannonMartinez: we’re not. We’re we’re they’re not applying them. But they have to know what they are. You have to know what a rodent baiting annual agreement is, you know, so the service codes are helpful. We just don’t ever use. We don’t apply them into.

754 01:05:07.290 ⇒ 01:05:10.419 ShannonMartinez: Not like would apply a payment.

755 01:05:10.850 ⇒ 01:05:17.590 Amber Lin: I see. So they only use polls, Shen orders.

756 01:05:17.740 ⇒ 01:05:22.639 Amber Lin: and they they also have to deal with attributes. Right? So attributes is something that need. They need to know.

757 01:05:22.640 ⇒ 01:05:26.420 ShannonMartinez: So we have to know what they are, but we don’t enter them.

758 01:05:26.970 ⇒ 01:05:27.730 Amber Lin: Okay,

759 01:05:29.280 ⇒ 01:05:34.519 JanieceGarcia: Attributes they do. They have to choose the attributes for the production orders. But

760 01:05:34.830 ⇒ 01:05:40.120 JanieceGarcia: I wanna say we have that in there already as well cause. I have a document on that. I know that.

761 01:05:40.500 ⇒ 01:05:51.680 Amber Lin: Yeah, we I know where that is. We just looked at. We just looked at the attributes list.

762 01:05:54.320 ⇒ 01:05:59.149 Amber Lin: Okay, so I will clean that up.

763 01:06:01.350 ⇒ 01:06:10.180 Amber Lin: same for these, I guess. Service codes. I’ll add one that’s like definitions, service codes.

764 01:06:10.710 ⇒ 01:06:11.720 Amber Lin: Yeah, there you go.

765 01:06:12.206 ⇒ 01:06:16.100 ShannonMartinez: Yeah. So that people understand what they mean.

766 01:06:16.100 ⇒ 01:06:17.010 ShannonMartinez: But yeah.

767 01:06:17.170 ⇒ 01:06:17.880 Amber Lin: Yeah.

768 01:06:18.470 ⇒ 01:06:19.740 Amber Lin: Oh.

769 01:06:20.600 ⇒ 01:06:27.799 Amber Lin: it’s 1 last thing I know, you guys probably have to go. I was want. I I wanted to

770 01:06:28.140 ⇒ 01:06:34.140 Amber Lin: ask how we want to structure this section. If you guys have to go, that’s okay, too.

771 01:06:34.530 ⇒ 01:06:36.080 JanieceGarcia: I can stay in with you. Amber.

772 01:06:36.400 ⇒ 01:06:40.979 Amber Lin: Okay, it should be really quick. I just wanna a structure on how

773 01:06:41.250 ⇒ 01:06:47.899 Amber Lin: we format these things. So currently, I have them as in like a quick overview.

774 01:06:48.130 ⇒ 01:06:52.770 Amber Lin: How treatment is done, the general process.

775 01:06:53.110 ⇒ 01:06:56.420 Amber Lin: and then some pets, facts, and F. And Q’s.

776 01:06:56.720 ⇒ 01:07:01.449 Amber Lin: I was wondering, and also guidance. I was wondering, should we just

777 01:07:01.750 ⇒ 01:07:07.620 Amber Lin: make these into scripts that Csrs can read out when customers have a question.

778 01:07:10.140 ⇒ 01:07:15.020 JanieceGarcia: That might actually be pretty smart when it comes to certain details.

779 01:07:15.591 ⇒ 01:07:17.239 Amber Lin: What would those be.

780 01:07:20.710 ⇒ 01:07:24.540 ShannonMartinez: Like exterior perimeter treatment.

781 01:07:25.930 ⇒ 01:07:26.600 ShannonMartinez: Oh, yeah.

782 01:07:26.600 ⇒ 01:07:31.810 JanieceGarcia: Yeah. Well, I don’t know. Cause now I’m I’m reading through it.

783 01:07:34.700 ⇒ 01:07:42.160 Amber Lin: Like maybe there should be a line about our guarantees to say, Hey, we we can make sure that, like

784 01:07:42.810 ⇒ 01:07:46.739 Amber Lin: we guarantee that to happen. There’s something that’s that we would do.

785 01:07:48.120 ⇒ 01:07:59.190 JanieceGarcia: Yeah, because then they would go ahead and contact us again, and we would go back out there if they are still seeing activity. But we also do a check after the treatment’s done, to make sure.

786 01:07:59.190 ⇒ 01:08:04.620 Amber Lin: Yeah. So I think those are items that we really can make that into a script, so that.

787 01:08:04.620 ⇒ 01:08:05.190 JanieceGarcia: Alright!

788 01:08:05.190 ⇒ 01:08:11.470 Amber Lin: Make sure we tell the the customers actually perceive the value correctly.

789 01:08:13.510 ⇒ 01:08:19.570 JanieceGarcia: Yeah, I think we could, for I think we could. I agree.

790 01:08:19.819 ⇒ 01:08:22.659 Amber Lin: Hmm, okay.

791 01:08:24.219 ⇒ 01:08:29.409 Amber Lin: Oh, also, one thing is this, the same for all of these services.

792 01:08:30.300 ⇒ 01:08:31.399 JanieceGarcia: For bedbugs.

793 01:08:32.189 ⇒ 01:08:38.449 Amber Lin: Or I guess, like contact, get estimate treatment and prevention. I see that across all of the different services.

794 01:08:39.500 ⇒ 01:08:40.350 JanieceGarcia: It is.

795 01:08:40.700 ⇒ 01:08:41.279 Amber Lin: Hmm.

796 01:08:41.910 ⇒ 01:08:45.439 JanieceGarcia: Because we’re always gonna have to. We’re always gonna have to create.

797 01:08:45.569 ⇒ 01:09:00.460 JanieceGarcia: do an estimate and then treatment. And then prevention, which but that goes back to. If they’re already an existing customer that has an existing program. We’re doing our 3 60 and following the procedure to do a production.

798 01:09:00.460 ⇒ 01:09:02.700 ShannonMartinez: Like prevention on all services.

799 01:09:04.759 ⇒ 01:09:06.279 Amber Lin: Sorry I didn’t catch that.

800 01:09:06.569 ⇒ 01:09:06.989 JanieceGarcia: Yeah, I, don’.

801 01:09:07.770 ⇒ 01:09:13.820 ShannonMartinez: You’re you had said something about how the these steps are the same for all services.

802 01:09:14.000 ⇒ 01:09:17.010 ShannonMartinez: do you mean for all bed bug treatments, or for all.

803 01:09:17.010 ⇒ 01:09:27.760 Amber Lin: For all of these, like, there’s say the mosquito one also has like prevention. I guess.

804 01:09:27.970 ⇒ 01:09:35.589 Amber Lin: for here, even for far answers also. Okay, we say, we can help you. Do prevention.

805 01:09:36.029 ⇒ 01:09:36.499 ShannonMartinez: Oh, okay.

806 01:09:36.500 ⇒ 01:09:39.020 Amber Lin: Wondering if that applies for everything.

807 01:09:39.879 ⇒ 01:09:48.039 ShannonMartinez: Okay, I see that I was interpreting it as like homeowner responsibility versus ABC liability.

808 01:09:48.979 ⇒ 01:09:53.899 JanieceGarcia: No, I guess the prevention would actually be the maintenance program.

809 01:09:54.440 ⇒ 01:09:55.400 Amber Lin: Us right.

810 01:09:55.860 ⇒ 01:09:58.150 ShannonMartinez: Okay, yes. Then, okay, I get it.

811 01:10:00.310 ⇒ 01:10:05.079 ShannonMartinez: Girl. You know my my head has been today.

812 01:10:05.080 ⇒ 01:10:12.309 Amber Lin: Wait. I I now I am confused. Wait! Prevention is actually a maintenance program that they need to enroll in.

813 01:10:13.200 ⇒ 01:10:14.530 JanieceGarcia: Well, and that’s where.

814 01:10:14.530 ⇒ 01:10:27.589 ShannonMartinez: The preventative treatment. That’s why I was saying I was confused. I was I couldn’t I? The way that I interpreted it is, is a customer is going to do something to prevent this, but it’s not on the customer. We are the preventative.

815 01:10:27.850 ⇒ 01:10:32.609 ShannonMartinez: We are the preventative, because we provide the treatment to prevent.

816 01:10:32.820 ⇒ 01:10:33.800 ShannonMartinez: Yep on, but.

817 01:10:33.800 ⇒ 01:10:36.160 Amber Lin: They need to enroll in that.

818 01:10:36.800 ⇒ 01:10:38.310 ShannonMartinez: As the maintenance. Yes.

819 01:10:38.510 ⇒ 01:10:42.499 Amber Lin: Oh, okay, so that’s somewhere we can add a script to add an upsell.

820 01:10:42.880 ⇒ 01:10:45.169 Amber Lin: Say, Hey, do you want to enroll.

821 01:10:45.390 ⇒ 01:10:52.859 JanieceGarcia: No, it wouldn’t be. That would be with the estimate. So the inspector is going out for the estimate. The inspector is

822 01:10:53.250 ⇒ 01:11:01.579 JanieceGarcia: hopefully signing them up for an ongoing treatment and not just a 1 time we would do the treatment. And then from there on we’re doing their maintenance program.

823 01:11:02.470 ⇒ 01:11:08.490 Amber Lin: I see prevention equals, maintenance equals, ongoing services, equals program.

824 01:11:08.720 ⇒ 01:11:14.070 JanieceGarcia: Yep, which is not sold by Csrs. It’s sold by the inspector from doing the estimate.

825 01:11:14.330 ⇒ 01:11:15.100 ShannonMartinez: Correct

826 01:11:15.430 ⇒ 01:11:31.029 ShannonMartinez: prevention from this perspective is the difference between ongoing routine maintenance in a program in evolve versus a 1 time service that’s got limited coverage, because we will not continue to prevent

827 01:11:31.190 ⇒ 01:11:41.039 ShannonMartinez: the further activity after a certain period of time, like 30 days on at one time versus us, going every 2 months to prevent ongoing issues.

828 01:11:41.670 ⇒ 01:11:43.980 ShannonMartinez: That’s why the it would be off.

829 01:11:44.790 ⇒ 01:11:45.230 Amber Lin: Hold on.

830 01:11:45.230 ⇒ 01:11:49.810 Amber Lin: Okay, so does the Csrs need to explain that at all.

831 01:11:51.200 ⇒ 01:11:57.800 ShannonMartinez: No, the. It’s really the sales men’s responsibility. Again, we just know that because we know

832 01:11:57.910 ⇒ 01:12:10.509 ShannonMartinez: what services we’re providing to the customers, we have to be able to explain to a customer. You got a 1 time versus a maintenance program that would give you that ongoing preventative services.

833 01:12:10.840 ⇒ 01:12:11.340 JanieceGarcia: Yup

834 01:12:12.150 ⇒ 01:12:17.140 JanieceGarcia: cause if they get a 1 time they would have like a 30 day or a 60 day warranty.

835 01:12:17.420 ⇒ 01:12:18.539 JanieceGarcia: And that’s it.

836 01:12:18.710 ⇒ 01:12:34.520 JanieceGarcia: And if we’re past that 60 day, 30 day, or 60 day warranty, whatever was sold, then they’re gonna have to have another estimate done, and they will have to pay for the treatment again. And hopefully at that point, they’re getting the ongoing program. But we do have.

837 01:12:34.520 ⇒ 01:12:35.189 Amber Lin: I see.

838 01:12:35.190 ⇒ 01:12:37.599 JanieceGarcia: Customers that just do one times.

839 01:12:37.860 ⇒ 01:12:47.739 Amber Lin: Okay, so that should be a different in a different section to explain like one time versus ongoing, what’s the difference like that? Shouldn’t? This shouldn’t have to be here.

840 01:12:48.250 ⇒ 01:12:50.540 ShannonMartinez: And I think we do have, but we have that.

841 01:12:50.690 ⇒ 01:12:51.560 JanieceGarcia: Hmm.

842 01:12:51.560 ⇒ 01:12:55.289 Amber Lin: I think so. I kind of remember seeing them. I just don’t know where they are.

843 01:12:55.420 ⇒ 01:12:57.949 JanieceGarcia: It’s probably in the menu of services.

844 01:12:57.950 ⇒ 01:13:15.999 Amber Lin: Okay. Sounds good, is there? I think? One. We have 3 min. I have another call very soon. Is you mentioned? There’s a difference between customer responsibilities and ABC. Liability. Is there any place that we are explaining that in

845 01:13:16.380 ⇒ 01:13:16.780 Amber Lin: no.

846 01:13:16.780 ⇒ 01:13:19.009 Amber Lin: Should that be explained.

847 01:13:20.170 ⇒ 01:13:34.450 JanieceGarcia: Because we are not going to. So with that, if you were to think of a Csr call, and the customer is calling in and saying, Well, the technicians telling me that my house is dirty, that is not gonna be on our Csr’s

848 01:13:34.450 ⇒ 01:13:52.299 JanieceGarcia: to argue that point we do not know. So at that point it is strictly sales side, and that is operation side. If the technician goes out there and they’re like, I’m sorry, but I cannot treat because you were not prepared, or this is not picked up. That is not. They’re

849 01:13:53.970 ⇒ 01:14:00.809 JanieceGarcia: the Csr. Is not gonna come back and argue with the customer, saying, I’m sorry I can’t go and schedule this because of this.

850 01:14:00.810 ⇒ 01:14:04.800 Amber Lin: I see. Is there a specific guideline to tell them.

851 01:14:04.800 ⇒ 01:14:06.159 ShannonMartinez: Auction flow process.

852 01:14:06.420 ⇒ 01:14:08.950 JanieceGarcia: Yeah, it’d be the escalation flow

853 01:14:09.100 ⇒ 01:14:13.960 JanieceGarcia: at that time or that point. It’s gonna end up being a service escalation.

854 01:14:13.960 ⇒ 01:14:14.380 Amber Lin: Oh!

855 01:14:14.380 ⇒ 01:14:16.080 JanieceGarcia: And that needs to go to operation.

856 01:14:16.080 ⇒ 01:14:16.510 ShannonMartinez: We.

857 01:14:16.510 ⇒ 01:14:16.890 Amber Lin: Oh!

858 01:14:16.890 ⇒ 01:14:29.269 ShannonMartinez: At what technician ser service that account, and then send it to that service technician and that service manager. That’s why I wondered why you were, including all the service managers on the customer stuff.

859 01:14:30.220 ⇒ 01:14:31.120 JanieceGarcia: Because it.

860 01:14:31.120 ⇒ 01:14:31.620 ShannonMartinez: Nice.

861 01:14:31.620 ⇒ 01:14:36.810 JanieceGarcia: It was stated at some point to go ahead and include all of them, so that way. Whoever has.

862 01:14:36.810 ⇒ 01:14:37.750 ShannonMartinez: We do?

863 01:14:38.250 ⇒ 01:14:39.990 ShannonMartinez: We do for pet poisoning?

864 01:14:40.730 ⇒ 01:14:42.210 ShannonMartinez: This was even.

865 01:14:42.480 ⇒ 01:14:46.610 JanieceGarcia: For regular escalations to see whoever can catch it. First.st

866 01:14:51.390 ⇒ 01:14:53.160 ShannonMartinez: That’s not

867 01:14:54.730 ⇒ 01:15:00.799 ShannonMartinez: the way that I learned it and did it. It was your escalation flow chart. It’s your flow chart.

868 01:15:01.710 ⇒ 01:15:04.390 JanieceGarcia: I know that that’s definitely an old one.

869 01:15:05.090 ⇒ 01:15:06.005 JanieceGarcia: Okay?

870 01:15:07.150 ⇒ 01:15:10.029 Amber Lin: I think can be. Thank you both. I have to hop to another.

871 01:15:10.030 ⇒ 01:15:12.450 Amber Lin: You’re welcome, Okey Dokey. Thank you.

872 01:15:12.450 ⇒ 01:15:13.249 ShannonMartinez: Okay, if they.

873 01:15:13.250 ⇒ 01:15:16.589 Amber Lin: And change this. Thank you.

874 01:15:16.870 ⇒ 01:15:19.910 JanieceGarcia: Thank you so much. Amber bye, happy 4, th bye, bye.

875 01:15:19.910 ⇒ 01:15:20.380 ShannonMartinez: It’s.

876 01:15:20.380 ⇒ 01:15:20.920 Amber Lin: Thank you.