2025-07-07_abc_team_process_documentation_sync_bc6c8753

Meeting Title: ABC Team Process Documentation Sync Date: 2025-07-07 Meeting participants: JanieceGarcia, read.ai meeting notes, ShannonMartinez, Amber Lin

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1 00:01:47.330 ⇒ 00:01:48.680 ShannonMartinez: Bun hair don’t care.

2 00:01:49.250 ⇒ 00:01:52.959 ShannonMartinez: It’s cute like that with a little. You know what?

3 00:01:53.220 ⇒ 00:01:55.299 ShannonMartinez: I didn’t even realize. This.

4 00:01:55.660 ⇒ 00:01:56.210 JanieceGarcia: What?

5 00:01:56.610 ⇒ 00:02:01.139 ShannonMartinez: Look at this, what I have on my desk, girl, you’re gonna laugh.

6 00:02:04.010 ⇒ 00:02:07.790 JanieceGarcia: Oh, my goodness! From Patricia’s wedding I mean Melissa’s wedding.

7 00:02:09.410 ⇒ 00:02:11.050 JanieceGarcia: How cool.

8 00:02:11.050 ⇒ 00:02:11.839 ShannonMartinez: No right.

9 00:02:14.190 ⇒ 00:02:18.329 JanieceGarcia: So you you were still over in a home improvement.

10 00:02:18.700 ⇒ 00:02:19.660 JanieceGarcia: No, we did that.

11 00:02:19.830 ⇒ 00:02:25.370 ShannonMartinez: Yeah, 2022, yeah, yeah, welcome.

12 00:02:26.350 ⇒ 00:02:27.010 JanieceGarcia: Yeah.

13 00:02:28.200 ⇒ 00:02:29.070 ShannonMartinez: Yeah.

14 00:02:31.090 ⇒ 00:02:33.259 JanieceGarcia: I’m going through applications.

15 00:02:33.460 ⇒ 00:02:34.370 ShannonMartinez: Me, too.

16 00:02:35.330 ⇒ 00:02:37.740 ShannonMartinez: I got stood up on one, got ghosted.

17 00:02:38.260 ⇒ 00:02:47.039 ShannonMartinez: I was really excited about it, too, because he was like from Pegasus pools and true green, which what’s it’s not pest, but you know, career, progression.

18 00:02:47.040 ⇒ 00:02:48.440 JanieceGarcia: So yeah.

19 00:02:49.481 ⇒ 00:02:55.709 ShannonMartinez: Cause. I I actually knew of the 2 places that I know of Pegasus I know of, you know, choosing.

20 00:02:55.710 ⇒ 00:02:56.520 JanieceGarcia: Screen, yeah.

21 00:02:56.520 ⇒ 00:02:59.170 ShannonMartinez: Yeah, and he was a routing coordinator there.

22 00:03:00.290 ⇒ 00:03:03.090 ShannonMartinez: I was like, let’s get him in.

23 00:03:03.490 ⇒ 00:03:04.250 JanieceGarcia: Yeah.

24 00:03:05.090 ⇒ 00:03:06.020 JanieceGarcia: Ugh!

25 00:03:13.250 ⇒ 00:03:15.409 JanieceGarcia: Oh, nice. This one’s bilingual.

26 00:03:23.426 ⇒ 00:03:23.963 ShannonMartinez: The

27 00:03:33.447 ⇒ 00:03:43.740 ShannonMartinez: manual feels strongly that the salesperson needs to help with the homeowner stuff.

28 00:03:45.610 ⇒ 00:03:47.340 ShannonMartinez: And I just was like.

29 00:03:47.340 ⇒ 00:03:47.870 JanieceGarcia: Okay.

30 00:03:48.590 ⇒ 00:03:53.690 ShannonMartinez: Yeah, they get the commission for it. It’s a $2,000 sell, you know.

31 00:03:53.990 ⇒ 00:03:54.810 JanieceGarcia: Okay.

32 00:03:55.320 ⇒ 00:03:57.859 ShannonMartinez: So I don’t know.

33 00:04:01.720 ⇒ 00:04:02.700 Amber Lin: Hi! There!

34 00:04:04.350 ⇒ 00:04:06.259 ShannonMartinez: Hi! How are you?

35 00:04:06.260 ⇒ 00:04:09.409 Amber Lin: You guys turn over so synchronously? It’s so funny.

36 00:04:10.840 ⇒ 00:04:11.550 Amber Lin: Hi.

37 00:04:12.295 ⇒ 00:04:14.530 ShannonMartinez: The multiple screens.

38 00:04:15.170 ⇒ 00:04:15.485 JanieceGarcia: Yep.

39 00:04:17.890 ⇒ 00:04:18.360 Amber Lin: How are you?

40 00:04:18.360 ⇒ 00:04:20.870 JanieceGarcia: Do busy

41 00:04:21.709 ⇒ 00:04:25.079 Amber Lin: I expected from back from the holidays.

42 00:04:25.450 ⇒ 00:04:26.060 JanieceGarcia: Yeah.

43 00:04:26.902 ⇒ 00:04:32.519 ShannonMartinez: Just hearing about all the news. So we’re just talking to Holt. And you know their 2 nieces.

44 00:04:33.114 ⇒ 00:04:36.670 ShannonMartinez: We’re at Cap Mystic, and it’s there’s still

45 00:04:37.300 ⇒ 00:04:47.839 ShannonMartinez: looking for them. They 2 of their nieces. What? He told me their names. They found they were found but all of their church friends.

46 00:04:47.990 ⇒ 00:04:50.229 ShannonMartinez: A lot of the families are still

47 00:04:51.610 ⇒ 00:04:57.689 ShannonMartinez: looking, but he said, as soon as I got the news, because I asked him how the 4th was they were going to go to Double Eagle

48 00:04:58.030 ⇒ 00:05:00.040 ShannonMartinez: right? Well, we just had our managers retreat

49 00:05:00.260 ⇒ 00:05:04.529 ShannonMartinez: their family ranch, and he was like No. As soon as we got the news we got in the truck, and we went down there

50 00:05:05.520 ⇒ 00:05:06.470 ShannonMartinez: and

51 00:05:08.030 ⇒ 00:05:14.519 ShannonMartinez: They were met with the authorities, of course, that they weren’t allowed to be actively involved in the search.

52 00:05:15.160 ⇒ 00:05:22.650 ShannonMartinez: Fortunately their 2 little girls were found, but the other girls are yet to be located.

53 00:05:24.250 ⇒ 00:05:25.960 JanieceGarcia: It’s so sad.

54 00:05:26.210 ⇒ 00:05:30.379 JanieceGarcia: We stayed out in Canyon Lake for the 4.th

55 00:05:31.600 ⇒ 00:05:32.750 ShannonMartinez: How was that?

56 00:05:33.600 ⇒ 00:05:37.290 JanieceGarcia: It was good I mean, the rain was

57 00:05:37.660 ⇒ 00:05:43.170 JanieceGarcia: crazy, ridiculous, but it was. It was definitely good. I mean, we didn’t

58 00:05:44.170 ⇒ 00:05:50.180 JanieceGarcia: do anything really the 4.th We went to the Hudson Westbrook Concert.

59 00:05:50.430 ⇒ 00:05:51.190 ShannonMartinez: Oh, nice!

60 00:05:51.840 ⇒ 00:05:52.980 JanieceGarcia: It got rained on.

61 00:05:53.220 ⇒ 00:05:59.049 ShannonMartinez: Yeah, I had. I was just showing him the videos from some, our cousin Marissa

62 00:05:59.720 ⇒ 00:06:03.695 ShannonMartinez: 8. I don’t know if you guys can see or not, but

63 00:06:04.940 ⇒ 00:06:11.879 ShannonMartinez: Her brother was there, and I mean the water was just like raging.

64 00:06:11.880 ⇒ 00:06:12.500 JanieceGarcia: Ridiculous.

65 00:06:12.600 ⇒ 00:06:17.177 ShannonMartinez: The campsite, and just within a matter of like 45 min, that

66 00:06:17.840 ⇒ 00:06:22.860 ShannonMartinez: stairwell right there. Do you see how the water is like cut raging and coming up.

67 00:06:23.338 ⇒ 00:06:29.249 ShannonMartinez: But then, just a matter of looking, people are like trying to like get their things. It like it happened so quickly.

68 00:06:30.820 ⇒ 00:06:36.859 JanieceGarcia: Yeah, there was like no way of even being able to trying to do anything.

69 00:06:36.860 ⇒ 00:06:44.079 ShannonMartinez: Like salvage what they could. You see where, like, there’s that stairwell, whatever, within a matter of 45 min.

70 00:06:44.240 ⇒ 00:06:44.880 ShannonMartinez: It goes.

71 00:06:44.880 ⇒ 00:06:45.760 JanieceGarcia: Probably under.

72 00:06:45.950 ⇒ 00:06:49.210 ShannonMartinez: Yeah. Completely. Yeah, hmm.

73 00:06:51.300 ⇒ 00:06:56.650 JanieceGarcia: It’s sad. I don’t even know what the count is. The last time I saw the count I think it was up to like 70,

74 00:06:56.750 ⇒ 00:06:58.299 JanieceGarcia: what? 78!

75 00:06:59.080 ⇒ 00:06:59.680 JanieceGarcia: You’ve done.

76 00:06:59.680 ⇒ 00:07:04.490 ShannonMartinez: And so they were just waiting. There was like a really big tree

77 00:07:04.680 ⇒ 00:07:07.540 ShannonMartinez: that had wasn’t letting anybody in or out.

78 00:07:07.880 ⇒ 00:07:11.159 ShannonMartinez: And then, just like a conventional chainsaw. So they were. It was like

79 00:07:11.610 ⇒ 00:07:16.690 ShannonMartinez: like 24 h in and just waiting for somebody to get there so that way they could.

80 00:07:16.950 ⇒ 00:07:21.030 ShannonMartinez: It needed, like a huge industrial, because the trees, like was really huge.

81 00:07:21.030 ⇒ 00:07:21.549 JanieceGarcia: Way, back.

82 00:07:21.830 ⇒ 00:07:32.560 ShannonMartinez: Yeah, and then this is when they finally were like, Okay, I think we’re gonna be safe, like, they had already been out there for a while, and then they could see the choppers.

83 00:07:34.350 ⇒ 00:07:35.130 JanieceGarcia: Yeah.

84 00:07:35.130 ⇒ 00:07:39.180 ShannonMartinez: And they’re like, Okay, first, st glimpse of hope like we can get out of here, you know.

85 00:07:39.180 ⇒ 00:07:40.100 Amber Lin: Oh no!

86 00:07:41.100 ⇒ 00:07:47.450 JanieceGarcia: The where we were staying. We were walking around because we we had stayed at Jellystone

87 00:07:47.930 ⇒ 00:07:51.230 JanieceGarcia: Park, the Yogi Bear Jellystone Park. Oh, cool.

88 00:07:51.610 ⇒ 00:07:55.130 JanieceGarcia: We were just walking around because we couldn’t do anything, couldn’t go anywhere.

89 00:07:55.669 ⇒ 00:08:02.599 JanieceGarcia: So we were just walking around there, and all you heard and you could see was the helicopters just searching people.

90 00:08:02.860 ⇒ 00:08:07.910 JanieceGarcia: cause they’re saying that everybody that’s coming from Kerrville

91 00:08:09.290 ⇒ 00:08:13.439 JanieceGarcia: Any more bodies will end up being found here in New Braunfels.

92 00:08:14.220 ⇒ 00:08:18.050 Amber Lin: Was it a flood, or was it like raining that happened.

93 00:08:18.050 ⇒ 00:08:27.759 JanieceGarcia: We had a huge torrential rain like within the matter of 30 45 min. Kerrville was underwater.

94 00:08:28.200 ⇒ 00:08:29.190 Amber Lin: Yeah, it. Looks like.

95 00:08:29.620 ⇒ 00:08:33.869 ShannonMartinez: And it took 20 feet of water that came down in like an hour.

96 00:08:33.870 ⇒ 00:08:34.490 JanieceGarcia: An hour.

97 00:08:34.490 ⇒ 00:08:37.400 ShannonMartinez: And it literally took homes away.

98 00:08:37.710 ⇒ 00:08:41.819 JanieceGarcia: Took homes into a camp called Mystic.

99 00:08:42.000 ⇒ 00:08:44.179 Amber Lin: And it was a girls. Church camp.

100 00:08:44.640 ⇒ 00:08:46.280 Amber Lin: Oh, oh.

101 00:08:46.280 ⇒ 00:08:57.470 JanieceGarcia: And so all these little girls are still missing. And I mean it’s it’s all over, and it’s literally from like San Antonio all the way up to

102 00:08:57.620 ⇒ 00:09:00.560 JanieceGarcia: what Georgetown Waco area.

103 00:09:01.114 ⇒ 00:09:09.019 JanieceGarcia: That’s being flooded all in the whole country, and I mean even right now downtown New Braunfels, like we drove through it. Whenever we came home

104 00:09:09.140 ⇒ 00:09:16.450 JanieceGarcia: we took that way and went through, and a park that usually has like ankle water. It’s up to your waist right now.

105 00:09:16.660 ⇒ 00:09:18.750 ShannonMartinez: Yeah, it’s like you can’t drive there anywhere.

106 00:09:18.750 ⇒ 00:09:21.820 ShannonMartinez: Yeah. The San Gabriel River, the all of the local.

107 00:09:21.820 ⇒ 00:09:25.840 JanieceGarcia: Guadalupe Colorado. Yeah.

108 00:09:25.970 ⇒ 00:09:33.980 ShannonMartinez: Basically any body of water that around this the greater surrounding areas is over capacity.

109 00:09:34.240 ⇒ 00:09:34.830 JanieceGarcia: Yup!

110 00:09:36.370 ⇒ 00:09:38.020 Amber Lin: Canyon. Awful!

111 00:09:38.020 ⇒ 00:09:47.829 JanieceGarcia: Canyon Lake is the only one right now that’s not hit capacity and right now it’s sitting at like 76% full.

112 00:09:48.290 ⇒ 00:09:53.240 JanieceGarcia: So there’s still a little bit more before it goes upwards. But

113 00:09:54.640 ⇒ 00:09:58.600 JanieceGarcia: it’s horrible like, that’s that’s all we’re hearing about right now.

114 00:10:00.250 ⇒ 00:10:03.000 JanieceGarcia: that’s all it is. It’s just a horrible.

115 00:10:03.000 ⇒ 00:10:07.860 Amber Lin: And somebody, you know, somebody on the team is also impacted.

116 00:10:08.300 ⇒ 00:10:08.899 ShannonMartinez: There’s a.

117 00:10:08.900 ⇒ 00:10:12.839 JanieceGarcia: A lot of people that that are impacted, probably from ABC.

118 00:10:12.840 ⇒ 00:10:13.475 ShannonMartinez: Yeah.

119 00:10:14.290 ⇒ 00:10:16.100 ShannonMartinez: Bo. Jenkins. Bobby’s

120 00:10:17.020 ⇒ 00:10:17.430 JanieceGarcia: Son.

121 00:10:17.430 ⇒ 00:10:22.640 ShannonMartinez: Son. Yeah. His nieces were recovered, but all of their like.

122 00:10:22.640 ⇒ 00:10:23.360 Amber Lin: Okay.

123 00:10:23.930 ⇒ 00:10:24.440 JanieceGarcia: Friends.

124 00:10:24.440 ⇒ 00:10:28.149 ShannonMartinez: Friends are the families of the girls that are missing.

125 00:10:28.830 ⇒ 00:10:35.800 Amber Lin: Oh, no, that is that is awful. I’m sorry to hear that.

126 00:10:36.550 ⇒ 00:10:38.510 Amber Lin: Do you think it will be over soon?

127 00:10:39.440 ⇒ 00:10:43.860 ShannonMartinez: I think rescue underway, but the water has to recede.

128 00:10:44.610 ⇒ 00:10:50.290 JanieceGarcia: Yeah. And we’re actually San Antonio is still under a flood warning until 7 pm. Tonight.

129 00:10:50.420 ⇒ 00:10:52.179 JanieceGarcia: And it it just keeps growing.

130 00:10:52.280 ⇒ 00:10:54.450 JanieceGarcia: that’s all it does. It just keeps growing.

131 00:10:55.070 ⇒ 00:10:55.650 Amber Lin: Oh!

132 00:10:56.960 ⇒ 00:11:04.460 JanieceGarcia: Cause. My area was only under a flood warning until 1130 last night. And now it’s till tonight.

133 00:11:04.890 ⇒ 00:11:09.450 JanieceGarcia: See, this is New Braunfels. This is a park that normally has no water.

134 00:11:11.250 ⇒ 00:11:12.210 Amber Lin: Wow!

135 00:11:12.770 ⇒ 00:11:13.849 JanieceGarcia: And now it does.

136 00:11:16.000 ⇒ 00:11:17.090 Amber Lin: Wow!

137 00:11:18.390 ⇒ 00:11:20.670 Amber Lin: Yeah, that is so scary.

138 00:11:21.090 ⇒ 00:11:24.780 JanieceGarcia: Yeah, freaking nuts. It’s.

139 00:11:24.940 ⇒ 00:11:26.400 Amber Lin: All. It is right now.

140 00:11:28.760 ⇒ 00:11:32.600 JanieceGarcia: So we’re definitely busy.

141 00:11:33.980 ⇒ 00:11:34.600 Amber Lin: Hmm.

142 00:11:34.600 ⇒ 00:11:37.789 JanieceGarcia: Of course, reception’s got 9 calls waiting.

143 00:11:38.950 ⇒ 00:11:40.160 Amber Lin: I would imagine.

144 00:11:40.620 ⇒ 00:11:58.160 Amber Lin: I mean, today, I I talked to Yvette earlier today. I went over the cancellations, flows with her. So I think we’re gonna finish that up. She’s just gonna send a few things over. I think we can take a quick look at the escalation flows

145 00:11:58.626 ⇒ 00:12:27.580 Amber Lin: and the call is, I would just love to add that to the central dock if we think that’s pretty good to go. And then I guess I was looking more into detail in the scheduling procedures, and I was diving into, say specifically for termite or for pest. I know that for a few of the different services. We have descriptions of what they are, but we don’t really have

146 00:12:27.610 ⇒ 00:12:30.479 Amber Lin: procedures of what they.

147 00:12:30.480 ⇒ 00:12:31.040 JanieceGarcia: Okay.

148 00:12:31.430 ⇒ 00:12:35.740 JanieceGarcia: ladies, I am. Gonna get out, and I’ll hop right back in. Just so I can clear some of this real quick.

149 00:12:35.740 ⇒ 00:12:37.149 Amber Lin: Yeah, go ahead, sure.

150 00:12:37.800 ⇒ 00:12:46.550 Amber Lin: And so say, for example, for let’s say for for.

151 00:12:46.550 ⇒ 00:12:51.589 ShannonMartinez: I mean that I think we’re on the same page. You know. There’s a lot of informational

152 00:12:51.860 ⇒ 00:12:59.510 ShannonMartinez: things, but there’s not a process like a 1, 2, 3, 4 steps. And a lot of our training guides so we

153 00:12:59.750 ⇒ 00:13:08.279 ShannonMartinez: have always been at the mercy of, let’s go through this at new hire training. But having that information in and you would is gonna make a significant impact.

154 00:13:08.280 ⇒ 00:13:33.560 Amber Lin: Yeah. And so so if we have time left over today, I would love to just go over these to see if there’s anything in common of a process in common that we could apply, or if they’re very specific things, and what type of process it could be? Because it right now it’s a big mix of information and some processes here, some processes there, but I do think they could be standardized a lot.

155 00:13:33.560 ⇒ 00:13:39.190 ShannonMartinez: They they can be cause. We either determine if it’s billable, which will go in as a hold for initial.

156 00:13:39.620 ⇒ 00:14:09.480 ShannonMartinez: Tied to whatever those service codes are. As a Csr team, we either enter a hold or we enter a production ticket production ticket means that we’re there’s no monetary dollar value to the customer that would be invoiceable. So a a lot of these will be in either, or it’s either going to be a hold, or it’s going to be a production depending on the scenario. If it’s it’s if it’s not established as an an ongoing maintenance already established on the account, then it would be

157 00:14:09.580 ⇒ 00:14:14.590 ShannonMartinez: once an agreement is provided through the estimate process. We would do the hold for initial.

158 00:14:16.640 ⇒ 00:14:31.930 ShannonMartinez: So that’s gonna be standardized across the board a hundred percent. Either. It’s a hold, as far as scheduling is concerned, of the service and not to be confused with the scheduling of an inspector which we use the Zip code sheets for and create an.

159 00:14:32.380 ⇒ 00:14:33.280 Amber Lin: I see.

160 00:14:33.280 ⇒ 00:14:34.629 ShannonMartinez: To do a bid.

161 00:14:35.880 ⇒ 00:14:43.380 Amber Lin: Yeah, I think we have it here of it’s either a hold or a production

162 00:14:43.660 ⇒ 00:14:46.529 Amber Lin: order, which includes, I think, a whole.

163 00:14:46.530 ⇒ 00:14:48.010 ShannonMartinez: All of those holds. Yeah.

164 00:14:50.440 ⇒ 00:15:00.989 Amber Lin: Oh, I see a production. And then production order I think are different. Right?

165 00:15:01.280 ⇒ 00:15:11.170 ShannonMartinez: Yes, that’s correct. Estimates are inspectors, holds? Are we’re initiating the 1st service based on the inspectors. Estimate.

166 00:15:12.930 ⇒ 00:15:20.160 ShannonMartinez: I would really love for you to like, be able to observe like call flow.

167 00:15:21.770 ⇒ 00:15:32.080 ShannonMartinez: I think it would be very eye opening to like. Watch me go through how the customer interaction goes.

168 00:15:32.430 ⇒ 00:15:38.149 Amber Lin: Yeah, I would really love that, too. I I asked the vet of I think a few weeks ago, I think.

169 00:15:38.776 ⇒ 00:15:50.150 Amber Lin: Let’s let’s schedule that because I wasn’t able to listen into the calls. I was only at the Qa. Meeting, so I think it’ll be great if we can schedule that.

170 00:15:50.150 ⇒ 00:15:54.180 ShannonMartinez: I think it. I think it kind of puts it will put things into perspective.

171 00:15:55.690 ⇒ 00:16:09.129 ShannonMartinez: For you to like monitor, watch a call, and and then I can get off and like, show you the steps that I took because you we can. We can, through zoom or through meets, do a screen sharing where you can hear.

172 00:16:10.220 ⇒ 00:16:16.259 ShannonMartinez: I just I I think I think there might be an issue with like licensing

173 00:16:16.570 ⇒ 00:16:32.309 ShannonMartinez: as far as 8 by 8 users to be able to listen to a call, because otherwise it’s 1 sided. If you’re not able to go into our phone system, then you won’t hear the interaction. You’ll only hear the agent and meets you won’t hear the customers.

174 00:16:32.800 ⇒ 00:16:33.780 Amber Lin: I see.

175 00:16:36.270 ⇒ 00:16:39.540 ShannonMartinez: And each additional user requires a license.

176 00:16:39.540 ⇒ 00:16:53.230 Amber Lin: Oh, so maybe maybe I could listen to a recording of like the both sides. And then, after I re listen to it, and then we can come back and talk about what happened there, what it mean.

177 00:16:53.230 ⇒ 00:17:00.320 ShannonMartinez: Cool. Yeah, I can pull any call for you, and then think that would be insightful like. This is how we schedule an estimate.

178 00:17:00.530 ⇒ 00:17:03.260 ShannonMartinez: And this is that we could like go through like.

179 00:17:03.260 ⇒ 00:17:03.660 Amber Lin: Yeah.

180 00:17:03.660 ⇒ 00:17:11.240 ShannonMartinez: Together, and I could walk you through. I’m going here and evolve. And this is where I’m looking, and this is what the the call flow.

181 00:17:11.619 ⇒ 00:17:14.449 ShannonMartinez: Looks like from a user perspective.

182 00:17:15.530 ⇒ 00:17:21.759 Amber Lin: Yeah, I think that would be really great, so that I’ll write estimate.

183 00:17:22.490 ⇒ 00:17:26.339 Amber Lin: So what would be some helpful, helpful calls for me to hear.

184 00:17:27.950 ⇒ 00:17:29.000 ShannonMartinez: Estimate.

185 00:17:29.850 ⇒ 00:17:31.230 ShannonMartinez: A hold for initial.

186 00:17:32.600 ⇒ 00:17:35.240 ShannonMartinez: A warranty issue. Aka production.

187 00:17:36.950 ⇒ 00:17:37.980 ShannonMartinez: And

188 00:17:43.440 ⇒ 00:17:44.990 ShannonMartinez: a billing escalation.

189 00:17:45.230 ⇒ 00:17:47.080 Amber Lin: Do you have access to evolve?

190 00:17:47.950 ⇒ 00:17:48.510 Amber Lin: No.

191 00:17:49.970 ⇒ 00:17:58.610 ShannonMartinez: So I think that that’s probably where the hangup is is access to our systems.

192 00:17:59.453 ⇒ 00:18:03.639 Amber Lin: Would we be able to download those transcripts.

193 00:18:04.330 ⇒ 00:18:04.950 ShannonMartinez: Yes.

194 00:18:05.340 ⇒ 00:18:06.010 Amber Lin: Okay.

195 00:18:06.650 ⇒ 00:18:16.379 Amber Lin: I mean, if if we’re able to download them, maybe you can send me a link to a Google drive, and I can go there and see and just listen to it in the Google drive.

196 00:18:16.580 ⇒ 00:18:17.130 ShannonMartinez: Okay.

197 00:18:17.420 ⇒ 00:18:18.620 Amber Lin: Estimate.

198 00:18:20.680 ⇒ 00:18:22.429 ShannonMartinez: Hold for initial

199 00:18:29.470 ⇒ 00:18:32.859 ShannonMartinez: production ticket, Aka warranty

200 00:18:40.280 ⇒ 00:18:42.560 ShannonMartinez: and billing

201 00:18:46.170 ⇒ 00:18:47.670 ShannonMartinez: slash payment.

202 00:18:49.930 ⇒ 00:18:51.860 ShannonMartinez: Okay, I’ll get working on that.

203 00:18:52.360 ⇒ 00:18:53.350 Amber Lin: Awesome.

204 00:18:57.510 ⇒ 00:18:59.449 ShannonMartinez: We were talking about call flow.

205 00:19:00.200 ⇒ 00:19:00.840 Amber Lin: Oh!

206 00:19:01.020 ⇒ 00:19:03.600 ShannonMartinez: Because she would ever was asking.

207 00:19:03.740 ⇒ 00:19:11.739 ShannonMartinez: you know what are the most significant? See how we have like kind of the tree the workflow of. If it’s this, then that

208 00:19:11.850 ⇒ 00:19:31.820 ShannonMartinez: if it’s this, then that I think I told her I said it would be so insightful if she could like listen to a call flow like the major calls like as far as like, let me schedule with an inspector, or let me see what technician was last out there so we can get them back out under warranty. Aka production right.

209 00:19:32.210 ⇒ 00:20:00.328 ShannonMartinez: Or I got an estimate from an inspector, and I would like to get on schedule, which would be the hold for initial and just kind of hearing that call flow. So I told her that I would get those downloaded and get the transcripts to her from Call source, so she can kind of just hear. And I think it would help to put things into perspective a little bit, because I know she currently doesn’t have access into 8 by 8, or evolve, but she can kind of hear like what direction we go with the customer.

210 00:20:00.610 ⇒ 00:20:01.090 JanieceGarcia: For sure.

211 00:20:01.090 ⇒ 00:20:21.459 ShannonMartinez: And then we could go back, and I could walk her through like, okay in evolve. This is where we went 1st to see if there was a program existing or this was where we generated a hold for initial because of Xyz, or we scheduled in an inspector because they didn’t have coverage and kinda just do some like shadowing. I think it would give her some

212 00:20:21.730 ⇒ 00:20:22.440 ShannonMartinez: some insight.

213 00:20:22.440 ⇒ 00:20:24.650 JanieceGarcia: Like, yeah, okay.

214 00:20:26.750 ⇒ 00:20:34.730 ShannonMartinez: So I have estimate hold for initial production. Aka warranty, and then billing Aka slash payment.

215 00:20:36.320 ⇒ 00:20:41.440 Amber Lin: So production orders just mostly includes warranty for the different services.

216 00:20:41.750 ⇒ 00:20:42.310 ShannonMartinez: Correct.

217 00:20:42.620 ⇒ 00:20:48.379 JanieceGarcia: It would. Yeah, for the most part, cause it’s it’s either job completions or it’s retreatments.

218 00:20:48.860 ⇒ 00:20:49.510 Amber Lin: Hmm.

219 00:20:49.510 ⇒ 00:20:51.389 JanieceGarcia: Which would be covered under.

220 00:20:51.660 ⇒ 00:20:52.190 ShannonMartinez: Warranty.

221 00:20:52.190 ⇒ 00:20:53.400 JanieceGarcia: Their program. Yeah.

222 00:20:54.720 ⇒ 00:21:00.820 ShannonMartinez: We don’t refer to it as that. We just say coverage, but that’s essentially what it is. The customers covered.

223 00:21:00.980 ⇒ 00:21:03.359 ShannonMartinez: It’s like, with an insurance policy.

224 00:21:03.520 ⇒ 00:21:05.130 Amber Lin: Yeah, exactly. I see.

225 00:21:05.440 ⇒ 00:21:13.119 ShannonMartinez: So if they’re covered for an annual amount, and then we break it up their payments. It it works a lot like having insurance.

226 00:21:14.200 ⇒ 00:21:18.010 JanieceGarcia: Right, and then I did have some.

227 00:21:18.010 ⇒ 00:21:18.420 Amber Lin: Bye-bye.

228 00:21:18.420 ⇒ 00:21:25.809 JanieceGarcia: You, Amber, that Yvette wants us to add and see if we can get this added in. Now.

229 00:21:26.300 ⇒ 00:21:29.740 JanieceGarcia: For because for Jwc properties.

230 00:21:29.910 ⇒ 00:21:42.689 JanieceGarcia: you know essentially their maintenance, their ongoing program, their ongoing services is being done, and jwc. Is financially responsible. However.

231 00:21:42.690 ⇒ 00:21:43.250 Amber Lin: Okay.

232 00:21:43.700 ⇒ 00:21:47.840 JanieceGarcia: If the tenant is calling in for a move out.

233 00:21:48.090 ⇒ 00:21:56.197 JanieceGarcia: then a move out treatment. It’s because it’s on their what’s it called

234 00:21:56.650 ⇒ 00:21:57.080 ShannonMartinez: They’re like.

235 00:21:57.080 ⇒ 00:22:00.470 JanieceGarcia: They’re yeah. Their their agreement. They have.

236 00:22:00.470 ⇒ 00:22:01.150 Amber Lin: Thank you.

237 00:22:01.150 ⇒ 00:22:02.636 JanieceGarcia: Right. So

238 00:22:03.660 ⇒ 00:22:05.639 JanieceGarcia: Once they’re done with their lease.

239 00:22:05.810 ⇒ 00:22:13.149 JanieceGarcia: Then they have to call, and they’re given our name to be able to schedule this one time. Pest control

240 00:22:13.783 ⇒ 00:22:26.780 JanieceGarcia: and with that, you know, because it’s required upon their lease agreement, then they do have to have to do that. So how and where can we put this in

241 00:22:26.930 ⇒ 00:22:33.390 JanieceGarcia: so that way? Because it seems like the Jwc tenants they’re calling in

242 00:22:33.500 ⇒ 00:22:40.179 JanieceGarcia: for their one time, pest control, and one time, flea, but we are turning them away because they’re not the actual homeowners.

243 00:22:42.460 ⇒ 00:22:57.819 Amber Lin: I see. So let’s let’s just put it in special situation. For now, based on what we write, we can put it in different places. But let’s put it at least have it in first.st Do you have the documentation ready, or are we gonna write this now?

244 00:22:57.820 ⇒ 00:22:59.339 JanieceGarcia: No, we need to write it now.

245 00:22:59.340 ⇒ 00:23:06.330 Amber Lin: Okay. Would you guys find hopping on to this document and just under special situations? So we can write it together.

246 00:23:07.650 ⇒ 00:23:09.180 JanieceGarcia: Let me get in there.

247 00:23:10.190 ⇒ 00:23:10.880 JanieceGarcia: Oops.

248 00:23:20.000 ⇒ 00:23:22.560 JanieceGarcia: And with this is the central document, we’re going on.

249 00:23:22.560 ⇒ 00:23:25.529 Amber Lin: Yeah. Central Dock under special situations.

250 00:23:33.102 ⇒ 00:23:35.220 ShannonMartinez: Which? Who’s the owner of this one.

251 00:23:36.870 ⇒ 00:23:37.859 JanieceGarcia: Amber is.

252 00:23:37.860 ⇒ 00:23:38.410 ShannonMartinez: Okay.

253 00:23:39.990 ⇒ 00:23:41.680 JanieceGarcia: Let’s see.

254 00:23:45.860 ⇒ 00:23:50.649 JanieceGarcia: Alright, let’s control all right. Got it.

255 00:23:50.940 ⇒ 00:23:51.470 Amber Lin: Hmm.

256 00:23:55.750 ⇒ 00:24:02.990 JanieceGarcia: So do we just put in there under special situations, and we can just do

257 00:24:03.920 ⇒ 00:24:06.499 JanieceGarcia: like under pet poisoning. Add another one.

258 00:24:06.810 ⇒ 00:24:07.420 ShannonMartinez: I think so.

259 00:24:07.727 ⇒ 00:24:11.729 Amber Lin: Is it? Pet boy? Yeah, okay, let’s just we can do another title.

260 00:24:12.000 ⇒ 00:24:12.630 JanieceGarcia: Yeah.

261 00:24:14.790 ⇒ 00:24:20.305 ShannonMartinez: Cause. It’s just. It would be another title, just like bad weather. Protocol.

262 00:24:21.150 ⇒ 00:24:22.209 ShannonMartinez: What have you.

263 00:24:24.990 ⇒ 00:24:29.849 Amber Lin: Let me see, if we can use the trainer bot for that

264 00:24:30.180 ⇒ 00:24:35.430 Amber Lin: so what would be what would be title.

265 00:24:35.800 ⇒ 00:24:37.320 ShannonMartinez: Jade, of course, accounts.

266 00:24:37.320 ⇒ 00:24:38.880 JanieceGarcia: Jwc. Accounts.

267 00:24:39.390 ⇒ 00:24:40.010 Amber Lin: Account.

268 00:24:40.010 ⇒ 00:24:41.940 JanieceGarcia: It’d be Jwc.

269 00:24:42.420 ⇒ 00:24:43.830 JanieceGarcia: Move out.

270 00:24:47.460 ⇒ 00:24:50.509 JanieceGarcia: Or tenant move out. Jwc. Tenant. Move outs.

271 00:24:54.820 ⇒ 00:24:57.620 ShannonMartinez: I don’t know how they.

272 00:25:00.210 ⇒ 00:25:08.810 Amber Lin: So when they moved out, they they are not not home owners.

273 00:25:09.160 ⇒ 00:25:16.830 Amber Lin: but they can schedule a 1 time rodent or.

274 00:25:16.830 ⇒ 00:25:21.790 JanieceGarcia: No, no, no one time. Pest control, general pest, control.

275 00:25:21.790 ⇒ 00:25:27.080 Amber Lin: Okay, one time, general pest control and flea.

276 00:25:27.080 ⇒ 00:25:27.594 JanieceGarcia: Treatment

277 00:25:28.110 ⇒ 00:25:30.409 Amber Lin: And flea treat.

278 00:25:31.150 ⇒ 00:25:31.950 Amber Lin: But

279 00:25:40.695 ⇒ 00:25:44.100 Amber Lin: under special situations.

280 00:25:44.650 ⇒ 00:25:45.400 Amber Lin: Okay.

281 00:25:50.030 ⇒ 00:25:56.810 Amber Lin: I’ll share my screen. And you guys can see we can look together. How Andy, I’m sorry not Andy, the trainer. Bot does it?

282 00:25:57.430 ⇒ 00:25:58.819 Amber Lin: Let’s hope it works

283 00:26:04.560 ⇒ 00:26:06.870 JanieceGarcia: I know. Do we have access to the trainer? Bot yet.

284 00:26:07.620 ⇒ 00:26:11.109 Amber Lin: I believe you guys do. I can double check.

285 00:26:14.070 ⇒ 00:26:18.150 JanieceGarcia: I thought Yvette and I were getting it so we could start playing with it and practicing. But

286 00:26:19.290 ⇒ 00:26:23.299 JanieceGarcia: I know you guys weren’t done with it yet. So I wasn’t a hundred percent sure.

287 00:26:27.000 ⇒ 00:26:32.760 Amber Lin: Oh, alright, it says.

288 00:26:36.500 ⇒ 00:26:45.560 Amber Lin: I also need to do some testing to make sure, that this is usable for you guys, oh.

289 00:26:51.430 ⇒ 00:26:52.090 JanieceGarcia: Hope.

290 00:27:00.660 ⇒ 00:27:07.120 Amber Lin: Nope, let me see what we can do with

291 00:27:17.080 ⇒ 00:27:28.544 ShannonMartinez: I think we need to start off with a general like, what is a Jwc. Account can attend it. Schedule for it. I feel like it’s gotta be like

292 00:27:32.220 ⇒ 00:27:37.730 ShannonMartinez: It’s not a common knowledge thing, but it’s impactful enough that we’re turning money away.

293 00:27:51.860 ⇒ 00:27:54.569 Amber Lin: is that true John was company.

294 00:27:55.300 ⇒ 00:27:58.010 JanieceGarcia: I’ll find out. I think I know it’s something.

295 00:28:09.430 ⇒ 00:28:13.740 ShannonMartinez: I don’t even know what the acronym stands for. Honestly, if I was just called it terrible.

296 00:28:13.740 ⇒ 00:28:16.389 Amber Lin: We probably should go check that. Then.

297 00:28:17.420 ⇒ 00:28:21.800 ShannonMartinez: Yeah, check our resources there. I mean, surely we have something on the drive for it.

298 00:28:22.250 ⇒ 00:28:24.610 JanieceGarcia: Jim Wright Company.

299 00:28:25.410 ⇒ 00:28:25.980 ShannonMartinez: Oh!

300 00:28:27.862 ⇒ 00:28:32.660 JanieceGarcia: Jwc. Company is one of the worst companies I I’ve ever reached out to.

301 00:28:34.100 ⇒ 00:28:34.679 ShannonMartinez: They only.

302 00:28:34.680 ⇒ 00:28:36.000 JanieceGarcia: A 2 star.

303 00:28:41.220 ⇒ 00:28:41.860 JanieceGarcia: Now, Jake.

304 00:28:41.860 ⇒ 00:28:42.300 Amber Lin: Okay.

305 00:28:42.300 ⇒ 00:28:43.080 JanieceGarcia: See you.

306 00:28:43.080 ⇒ 00:28:46.047 Amber Lin: So Jwc. Account is,

307 00:28:47.470 ⇒ 00:28:49.550 JanieceGarcia: Property, management, company.

308 00:28:50.111 ⇒ 00:28:54.600 Amber Lin: A property Management Company is, it stands for.

309 00:28:55.020 ⇒ 00:29:00.850 JanieceGarcia: I think it is no Jim Wright company rentals and property management.

310 00:29:04.200 ⇒ 00:29:06.520 ShannonMartinez: Red red account manager for that.

311 00:29:07.640 ⇒ 00:29:10.250 JanieceGarcia: It’s what’s his name in Bell County.

312 00:29:11.283 ⇒ 00:29:12.610 ShannonMartinez: Matthews, yeah.

313 00:29:13.330 ⇒ 00:29:14.390 Amber Lin: Jim Bright.

314 00:29:14.770 ⇒ 00:29:15.710 JanieceGarcia: Jim Wright,

315 00:29:28.000 ⇒ 00:29:37.260 Amber Lin: service agreement. We hold with them for these properties. These tenants are not the owners. They are required to make a 1 time. Okay, this is a pretty good contest. I’m happy.

316 00:29:38.456 ⇒ 00:29:42.569 Amber Lin: Steps for handling. So first, st we confirm the affiliation.

317 00:29:43.450 ⇒ 00:29:47.489 Amber Lin: Verify that they’re tagged as this in the system, are they.

318 00:29:48.370 ⇒ 00:29:56.589 JanieceGarcia: So the account the address would 1st be a Jwc. Account, and what we have to do is create a new account.

319 00:29:59.000 ⇒ 00:30:02.790 Amber Lin: Will be a Jwc. Account.

320 00:30:04.730 ⇒ 00:30:09.119 Amber Lin: Where? How would the Csrs know that it will start with Jwc.

321 00:30:09.540 ⇒ 00:30:09.930 JanieceGarcia: It was.

322 00:30:09.930 ⇒ 00:30:14.530 ShannonMartinez: It’s not necessarily that the address will be a Jwc. Account.

323 00:30:14.530 ⇒ 00:30:16.390 JanieceGarcia: It’ll show under the billing.

324 00:30:17.080 ⇒ 00:30:18.220 ShannonMartinez: Question, yes.

325 00:30:19.890 ⇒ 00:30:22.490 Amber Lin: It will show under.

326 00:30:22.490 ⇒ 00:30:24.819 JanieceGarcia: I think we have. Let me see if I.

327 00:30:24.820 ⇒ 00:30:30.140 ShannonMartinez: Wc. Would be the gosh!

328 00:30:31.670 ⇒ 00:30:33.980 ShannonMartinez: I just wish like I can.

329 00:30:33.980 ⇒ 00:30:34.520 JanieceGarcia: Me too.

330 00:30:34.520 ⇒ 00:30:35.020 ShannonMartinez: Show.

331 00:30:35.020 ⇒ 00:30:37.970 Amber Lin: You can share your screen. You can share your screen if you want.

332 00:30:38.120 ⇒ 00:30:42.769 Amber Lin: let me change the settings so everybody can share.

333 00:30:46.030 ⇒ 00:30:48.639 ShannonMartinez: Do you happen to have a Jwc. Account in front of you?

334 00:30:50.480 ⇒ 00:30:52.519 JanieceGarcia: I just typed in? Jwc, yeah.

335 00:30:52.760 ⇒ 00:30:53.470 ShannonMartinez: Okay.

336 00:30:53.640 ⇒ 00:30:55.450 JanieceGarcia: It brings up 50 million.

337 00:30:55.630 ⇒ 00:30:56.290 ShannonMartinez: Of course.

338 00:30:59.050 ⇒ 00:31:00.230 JanieceGarcia: So I can share. Now

339 00:31:03.600 ⇒ 00:31:08.700 JanieceGarcia: let me see not doing it. Oh, there we go!

340 00:31:23.000 ⇒ 00:31:26.170 JanieceGarcia: So see they have these.

341 00:31:28.777 ⇒ 00:31:33.470 Amber Lin: So under evolve, I’ll just take a quick.

342 00:31:34.210 ⇒ 00:31:37.180 JanieceGarcia: It’s going to be Jwc. Property management.

343 00:31:39.380 ⇒ 00:31:42.149 JanieceGarcia: And it looks like that’s pretty much what all of them are.

344 00:31:45.110 ⇒ 00:31:45.910 JanieceGarcia: See.

345 00:31:49.680 ⇒ 00:31:55.460 Amber Lin: So under under.

346 00:31:56.150 ⇒ 00:32:00.940 Amber Lin: So if they look up the address, so they only need to look up the address.

347 00:32:01.130 ⇒ 00:32:01.510 Amber Lin: Yes.

348 00:32:01.510 ⇒ 00:32:06.660 ShannonMartinez: So there’s a there’s a difference between a service address and a billing address. Right.

349 00:32:06.660 ⇒ 00:32:07.300 JanieceGarcia: Right.

350 00:32:07.720 ⇒ 00:32:23.249 ShannonMartinez: So Jwc. As the billing property or billing party is under the billing information. But the customer service address is under the service locations. So in this particular one, Janice went.

351 00:32:23.540 ⇒ 00:32:25.300 ShannonMartinez: Okay, see how they vary.

352 00:32:25.740 ⇒ 00:32:35.170 ShannonMartinez: The service address is 51 0, 4, 51 0 5 Shagwar. So that’s where the tenant would live, but we were billing it directly to Jw.

353 00:32:35.170 ⇒ 00:32:36.140 Amber Lin: You seen.

354 00:32:36.140 ⇒ 00:32:39.479 ShannonMartinez: Management, who is physically located at South.

355 00:32:40.280 ⇒ 00:32:42.450 ShannonMartinez: Whatever Ws young drive.

356 00:32:42.450 ⇒ 00:32:43.380 Amber Lin: I see.

357 00:32:43.860 ⇒ 00:32:49.790 JanieceGarcia: Which verifies that it is Jim Wright Company, because the address matches what’s in?

358 00:32:49.940 ⇒ 00:32:50.750 JanieceGarcia: I see Google.

359 00:32:50.750 ⇒ 00:32:54.369 Amber Lin: Okay, so always they would say.

360 00:32:54.710 ⇒ 00:33:02.119 Amber Lin: the name. Would the name ever be the customer’s own name, or would it always be under Jwc.

361 00:33:02.120 ⇒ 00:33:08.520 JanieceGarcia: It should always be under Jwc. Because Jwc is the one that maintains all the all the maintenance programs.

362 00:33:08.520 ⇒ 00:33:08.870 Amber Lin: And.

363 00:33:08.870 ⇒ 00:33:16.759 JanieceGarcia: But when the customer moves out they have to, it is required for them to do an actual.

364 00:33:17.390 ⇒ 00:33:27.619 JanieceGarcia: Service one time, service but they have us, and then 2 other companies that they can choose from. But when they call in, and we

365 00:33:27.940 ⇒ 00:33:33.560 JanieceGarcia: estimate we should be creating another account and see. That’s definitely because the tip.

366 00:33:33.560 ⇒ 00:33:38.439 ShannonMartinez: And it would then be the responsible building party, so it would need a new new profile

367 00:33:38.620 ⇒ 00:34:07.289 ShannonMartinez: under their own billing, because the only person who can authorize anything under me or an organization would be themselves right. So the tenant will call in and say, I want to get this one time done. They’re the addresses in our system, but billable to Jwc. Who is the responsible building party. So if I, the tenant, call in, then the Csr. Would then need to create a new account. Making that tenant? The billable responsible party

368 00:34:07.673 ⇒ 00:34:08.440 ShannonMartinez: so both

369 00:34:08.440 ⇒ 00:34:15.029 ShannonMartinez: service address and the billing address, we would need to clarify. Where do you want this? Invoice to go? Now? Most of our.

370 00:34:15.030 ⇒ 00:34:15.480 Amber Lin: Absolutely.

371 00:34:15.489 ⇒ 00:34:18.279 ShannonMartinez: Electronic, anyway. But it would be a brand new account.

372 00:34:18.529 ⇒ 00:34:19.999 ShannonMartinez: They would be separated. Yeah.

373 00:34:20.000 ⇒ 00:34:20.530 Amber Lin: Hmm.

374 00:34:21.760 ⇒ 00:34:24.320 Amber Lin: I see, currently.

375 00:34:24.320 ⇒ 00:34:26.520 JanieceGarcia: Well, that’s totally 2 different ones.

376 00:34:26.520 ⇒ 00:34:27.830 Amber Lin: Service.

377 00:34:31.489 ⇒ 00:34:35.800 JanieceGarcia: Is I wanna find one that.

378 00:34:35.800 ⇒ 00:34:36.510 Amber Lin: Let’s see.

379 00:34:36.510 ⇒ 00:34:37.100 ShannonMartinez: It’s and.

380 00:34:37.100 ⇒ 00:34:37.420 JanieceGarcia: Sure.

381 00:34:37.420 ⇒ 00:34:38.800 ShannonMartinez: You like done right.

382 00:34:38.800 ⇒ 00:34:39.500 JanieceGarcia: Yeah.

383 00:34:53.710 ⇒ 00:34:55.440 ShannonMartinez: Okay, there’s a good example.

384 00:34:55.440 ⇒ 00:35:01.380 JanieceGarcia: Yeah, that is good. Okay? And there’s 2 of them. So one of these tenants had

385 00:35:01.490 ⇒ 00:35:04.870 JanieceGarcia: Jwc. As their property manager. But when they moved out.

386 00:35:04.870 ⇒ 00:35:05.400 Amber Lin: Hmm.

387 00:35:05.400 ⇒ 00:35:10.699 JanieceGarcia: They had to get their own account just to do a 1 time service. And obviously they’re not.

388 00:35:10.700 ⇒ 00:35:13.840 JanieceGarcia: No that on this one. But let’s see if the other one did.

389 00:35:17.350 ⇒ 00:35:22.180 ShannonMartinez: So over in that detail. Tab, yeah. So they ended up getting a 1 time.

390 00:35:24.500 ⇒ 00:35:28.909 ShannonMartinez: Service, and they are the responsible building party under their account.

391 00:35:33.260 ⇒ 00:35:35.120 JanieceGarcia: So does that make it make more sense.

392 00:35:35.120 ⇒ 00:35:40.409 Amber Lin: Yes, yes, I’m trying to figure out a way how we can word that on the training

393 00:35:40.630 ⇒ 00:35:44.540 Amber Lin: account was under.

394 00:35:53.800 ⇒ 00:35:56.370 JanieceGarcia: What’s reception at right now, Shannon?

395 00:35:57.100 ⇒ 00:36:01.609 JanieceGarcia: It’s not showing me on the screen. I mean, I can tell you that.

396 00:36:03.060 ⇒ 00:36:05.550 ShannonMartinez: Like our call board doesn’t have it.

397 00:36:05.950 ⇒ 00:36:06.600 JanieceGarcia: Hmm.

398 00:36:06.600 ⇒ 00:36:14.590 ShannonMartinez: I mean, but between chem free and respest we’re at a thousand calls. It’s not even 3 o’clock yet.

399 00:36:14.930 ⇒ 00:36:16.990 JanieceGarcia: Oh, we’ve hit almost 2,000 already.

400 00:36:16.990 ⇒ 00:36:18.300 ShannonMartinez: Have you really.

401 00:36:19.280 ⇒ 00:36:21.850 JanieceGarcia: I personally have taken 3, 0, 4.

402 00:36:24.820 ⇒ 00:36:25.760 ShannonMartinez: Goodness.

403 00:36:26.460 ⇒ 00:36:27.220 JanieceGarcia: Me, up.

404 00:36:46.760 ⇒ 00:36:51.020 JanieceGarcia: We’re at 74%. It’s better than the 68 we were at this morning.

405 00:36:51.020 ⇒ 00:36:51.920 ShannonMartinez: It’s clammy.

406 00:36:53.090 ⇒ 00:36:54.520 Amber Lin: What is that one for.

407 00:36:55.230 ⇒ 00:36:56.630 JanieceGarcia: Our sla.

408 00:36:57.480 ⇒ 00:36:59.230 ShannonMartinez: Service Level Acceptance.

409 00:36:59.760 ⇒ 00:37:01.210 Amber Lin: Hmm.

410 00:37:01.210 ⇒ 00:37:02.419 ShannonMartinez: Call is 85.

411 00:37:02.800 ⇒ 00:37:07.169 JanieceGarcia: Yeah, is determined by speed of answer. Abandon rate.

412 00:37:07.780 ⇒ 00:37:09.050 JanieceGarcia: Yup, but I have.

413 00:37:09.050 ⇒ 00:37:10.950 ShannonMartinez: Are those tamales, girl stuff.

414 00:37:10.950 ⇒ 00:37:13.309 JanieceGarcia: No, it’s not. I wish.

415 00:37:13.310 ⇒ 00:37:14.310 ShannonMartinez: They were.

416 00:37:14.310 ⇒ 00:37:16.760 JanieceGarcia: Nope, lean, sour chicken.

417 00:37:17.530 ⇒ 00:37:18.060 ShannonMartinez: Hmm.

418 00:37:28.800 ⇒ 00:37:30.420 Amber Lin: We have.

419 00:37:31.000 ⇒ 00:37:38.789 ShannonMartinez: The name will be under Gw. Suite for the rental properties for the Rental Property Service Address.

420 00:37:40.300 ⇒ 00:37:46.960 ShannonMartinez: The name will be under J. So service address will be the customer’s address and billing address will be okay.

421 00:37:49.612 ⇒ 00:37:53.050 ShannonMartinez: Can you change customers to tenant.

422 00:37:53.600 ⇒ 00:37:54.669 JanieceGarcia: Yeah. Tenant, not.

423 00:37:54.670 ⇒ 00:37:55.380 Amber Lin: That’s right.

424 00:37:55.680 ⇒ 00:37:59.270 ShannonMartinez: Just for Claire, for to keep it consistent.

425 00:37:59.270 ⇒ 00:38:01.789 Amber Lin: Where? Where is it? Can you? Can you just change it?

426 00:38:02.170 ⇒ 00:38:03.460 Amber Lin: I don’t know where it is.

427 00:38:03.460 ⇒ 00:38:04.170 ShannonMartinez: You got it.

428 00:38:08.420 ⇒ 00:38:09.239 ShannonMartinez: There you go!

429 00:38:19.580 ⇒ 00:38:23.550 Amber Lin: Do we still note the account as former? Jwc. Tenant move out.

430 00:38:23.780 ⇒ 00:38:26.320 JanieceGarcia: No, just put it under their name.

431 00:38:26.610 ⇒ 00:38:27.650 Amber Lin: Oh, I see.

432 00:38:36.220 ⇒ 00:38:40.110 Amber Lin: Do we need to let them know what treatment they need, or they already know.

433 00:38:40.110 ⇒ 00:38:42.639 JanieceGarcia: They already know. It’s in their lease agreement.

434 00:38:43.145 ⇒ 00:38:43.650 Amber Lin: Okay.

435 00:38:43.650 ⇒ 00:38:51.999 ShannonMartinez: And it has an account manager like the one person that’s going to be giving the price is the one who is. It’s their client.

436 00:38:52.530 ⇒ 00:38:54.859 ShannonMartinez: so they know the deal.

437 00:38:57.280 ⇒ 00:39:00.289 Amber Lin: So this is only for that account. Manager.

438 00:39:01.420 ⇒ 00:39:06.900 ShannonMartinez: Yes, but we have over how many properties? 300 405.

439 00:39:06.900 ⇒ 00:39:07.720 Amber Lin: Oh!

440 00:39:07.720 ⇒ 00:39:09.320 JanieceGarcia: There’s a lot of Jwcs.

441 00:39:09.590 ⇒ 00:39:14.329 Amber Lin: I see. Okay, who’s can I note down the account manager for Jwc.

442 00:39:16.250 ⇒ 00:39:20.499 ShannonMartinez: But it’s gonna vary based on territory, on the Zip code sheet.

443 00:39:21.580 ⇒ 00:39:27.209 JanieceGarcia: Yeah, I wouldn’t put just like Matthews. He’s the main one, but I wouldn’t just put him.

444 00:39:27.410 ⇒ 00:39:27.940 Amber Lin: Okay.

445 00:39:28.200 ⇒ 00:39:29.239 ShannonMartinez: I’m gonna take this.

446 00:39:40.920 ⇒ 00:39:41.540 Amber Lin: Okay.

447 00:39:42.230 ⇒ 00:39:43.890 JanieceGarcia: Perfect, yes.

448 00:39:44.440 ⇒ 00:39:49.149 Amber Lin: So schedule the appointment, we should offer it before they move out.

449 00:39:49.270 ⇒ 00:39:56.040 Amber Lin: Firm access at both treatment types which would be.

450 00:39:56.040 ⇒ 00:39:58.950 ShannonMartinez: Got to get manual involved on this real quick. I’ll be right back.

451 00:40:04.700 ⇒ 00:40:10.589 Amber Lin: So we’ve got general pest control and flea treatment. Do we need to add any extra notes.

452 00:40:11.780 ⇒ 00:40:12.510 JanieceGarcia: Hmm!

453 00:40:15.560 ⇒ 00:40:16.410 JanieceGarcia: No.

454 00:40:16.890 ⇒ 00:40:22.790 Amber Lin: I guess we should just put here billing service, address billing.

455 00:40:22.790 ⇒ 00:40:23.580 JanieceGarcia: The.

456 00:40:23.770 ⇒ 00:40:28.920 Amber Lin: And I would put schedule the estimate because we’re not scheduling in the actual service until we get the price.

457 00:40:39.890 ⇒ 00:40:40.760 JanieceGarcia: Perfect.

458 00:40:53.980 ⇒ 00:40:58.570 Amber Lin: Do we need to send a confirmation email? Or that is that done.

459 00:40:58.570 ⇒ 00:40:59.687 JanieceGarcia: It’s automatically done

460 00:41:00.060 ⇒ 00:41:00.770 Amber Lin: Okay.

461 00:41:02.662 ⇒ 00:41:12.980 Amber Lin: After, do we do any after service? Do we need to take care of? Okay. So everything will be the same from there as long as we create the account. I think.

462 00:41:12.980 ⇒ 00:41:13.680 JanieceGarcia: Correct.

463 00:41:13.910 ⇒ 00:41:14.950 Amber Lin: I see awesome.

464 00:41:14.950 ⇒ 00:41:17.149 JanieceGarcia: And that’s the big issue right now.

465 00:41:17.662 ⇒ 00:41:19.850 Amber Lin: So we don’t create a new account.

466 00:41:19.850 ⇒ 00:41:20.470 JanieceGarcia: Yep.

467 00:41:21.620 ⇒ 00:41:30.800 ShannonMartinez: Well, we’re so scripted and saying we need to get homeowner authorization that when they go back to Jwc. They’re like, Oh, we send them to you.

468 00:41:31.490 ⇒ 00:41:31.899 Amber Lin: To pay.

469 00:41:31.900 ⇒ 00:41:36.380 ShannonMartinez: Pay for it. We’re not paying for it. Please set up their account. We’re losing money.

470 00:41:36.660 ⇒ 00:41:42.919 Amber Lin: Homeowner authorization note. I’m gonna add a note

471 00:42:08.870 ⇒ 00:42:11.039 ShannonMartinez: And really we should be collecting the initial

472 00:42:12.160 ⇒ 00:42:15.660 ShannonMartinez: or the one time before scheduling it, or at the time of scheduling.

473 00:42:16.190 ⇒ 00:42:17.070 ShannonMartinez: But yeah.

474 00:42:17.070 ⇒ 00:42:19.360 JanieceGarcia: That should be getting that in that. Yeah.

475 00:42:54.370 ⇒ 00:42:56.940 Amber Lin: Okay, think this is good.

476 00:43:00.800 ⇒ 00:43:01.770 Amber Lin: awesome.

477 00:43:02.220 ⇒ 00:43:05.529 JanieceGarcia: Perfect. So now it’s in there. So now we just need to test it and make sure all good.

478 00:43:05.820 ⇒ 00:43:06.430 Amber Lin: Yeah.

479 00:43:08.571 ⇒ 00:43:14.059 Amber Lin: Let’s see what I wanted to ask, how much time do we have? Okay,

480 00:43:16.490 ⇒ 00:43:24.679 Amber Lin: wanted to look at these 2. Just want to confirm if it’s good. So for the escalation flows.

481 00:43:24.780 ⇒ 00:43:28.099 Amber Lin: I have when you pick up the call.

482 00:43:28.485 ⇒ 00:43:31.870 Amber Lin: can you guys see my screen while I’m no, not anymore.

483 00:43:31.870 ⇒ 00:43:33.270 Amber Lin: Okay, let me do that.

484 00:43:34.910 ⇒ 00:43:46.160 Amber Lin: So first, st when you pick up a call, we can do these if they sound upset

485 00:43:46.570 ⇒ 00:43:51.560 Amber Lin: if they mention unresolved issue if they want to manage it right away.

486 00:43:52.680 ⇒ 00:43:57.709 Amber Lin: This is what you do, and then step 2 is to clarify what it actually is.

487 00:43:57.870 ⇒ 00:44:02.580 Amber Lin: and to determine if it’s a service issue, or if it’s a billing issue.

488 00:44:03.461 ⇒ 00:44:07.150 Amber Lin: and then some other scripts to go through.

489 00:44:08.029 ⇒ 00:44:12.229 Amber Lin: Here are some things we can do if they need to escalate

490 00:44:13.129 ⇒ 00:44:22.059 Amber Lin: and then step 3 is to attempt immediate resolution. If it’s about service, if it’s about billing to collect

491 00:44:23.240 ⇒ 00:44:25.350 Amber Lin: the billing information.

492 00:44:25.630 ⇒ 00:44:28.230 ShannonMartinez: Service Escalation needs to be revised.

493 00:44:29.680 ⇒ 00:44:30.829 Amber Lin: How would that be?

494 00:44:31.130 ⇒ 00:44:42.029 ShannonMartinez: If we’ve determined it’s a service escalation, then so Step 4 would be for office escalation under escalation flow.

495 00:44:42.850 ⇒ 00:44:48.590 ShannonMartinez: It says, email your manager, Shannon, CC. Kenny Michelle for service escalation.

496 00:44:49.109 ⇒ 00:44:56.480 ShannonMartinez: If we’re if it’s a manager callback request, then we would send it to the technicians service manager.

497 00:44:59.612 ⇒ 00:45:02.570 Amber Lin: Is that anywhere that I can read.

498 00:45:05.440 ⇒ 00:45:10.720 JanieceGarcia: It should be. But I wonder cause she’s working with Yvette on this Shannon.

499 00:45:10.720 ⇒ 00:45:11.630 ShannonMartinez: Oh!

500 00:45:12.460 ⇒ 00:45:18.069 Amber Lin: Oh, so, Bill, for billing stuff we’ll we’ll just let it be until Yvette changes.

501 00:45:18.510 ⇒ 00:45:21.289 ShannonMartinez: No service escalation. If you could just get.

502 00:45:21.290 ⇒ 00:45:21.870 Amber Lin: Oh, okay.

503 00:45:21.870 ⇒ 00:45:31.560 ShannonMartinez: On that, because it doesn’t say anything about a service escalation. It just says, Reservice, qc. Visit or

504 00:45:33.540 ⇒ 00:45:37.210 ShannonMartinez: attempt reservice, Qc. Visit with supervisor service.

505 00:45:37.470 ⇒ 00:45:38.960 ShannonMartinez: It’s not clear.

506 00:45:39.580 ⇒ 00:45:44.379 ShannonMartinez: What if the customer is asking for a manager? Call back. We need to have those steps in there.

507 00:45:49.630 ⇒ 00:45:55.964 JanieceGarcia: Yes, true, and that would be the manager. Call back would be after we’ve offered. So

508 00:45:56.820 ⇒ 00:46:07.849 JanieceGarcia: let me see what I can do to get someone back out there for you. We can either do a reservice or I can have a supervisor come by for for a quality control visit.

509 00:46:08.300 ⇒ 00:46:09.819 ShannonMartinez: Where are you? Where’s that? At.

510 00:46:10.340 ⇒ 00:46:11.639 JanieceGarcia: Right there under goal.

511 00:46:11.640 ⇒ 00:46:12.749 ShannonMartinez: Under step 3.

512 00:46:12.750 ⇒ 00:46:32.980 JanieceGarcia: Options. Reservice correct. Qc. If the customer agrees. Blah blah feedback, if no availability script to close thanks again for letting us know I’ve scheduled the follow up and noted your concerns. If anything changes, feel free to contact us back. If they decline or still request a manager, go to step 5

513 00:46:33.350 ⇒ 00:46:43.409 JanieceGarcia: understood. If you’d prefer to speak directly with the manager, I’ll document everything and get this over to them. You’ll receive a call back within 24 h. Okay, what’s step 5.

514 00:46:45.804 ⇒ 00:46:51.489 JanieceGarcia: Thank you for your patience. I’m gonna escalate this to our management team. Now, you can expect a call back.

515 00:46:51.490 ⇒ 00:46:51.960 Amber Lin: Okay.

516 00:46:51.960 ⇒ 00:47:02.310 JanieceGarcia: Yeah, if the customer presses for a specific manager or time, I’ll include okay, perfect send escalation email to

517 00:47:08.490 ⇒ 00:47:11.449 JanieceGarcia: cause with the service issue. I mean, if it’s

518 00:47:11.800 ⇒ 00:47:17.389 JanieceGarcia: yeah, if it’s a service issue in the very beginning, we should be offering a Qc.

519 00:47:17.390 ⇒ 00:47:18.470 ShannonMartinez: Yeah, always.

520 00:47:19.560 ⇒ 00:47:26.809 JanieceGarcia: And then, if not, then we need to go ahead and send, you know. If they decline and whatnot, then we can send it to

521 00:47:27.660 ⇒ 00:47:32.879 JanieceGarcia: the service managers, and that’s what I was. Gonna find out.

522 00:47:52.520 ⇒ 00:47:56.769 Amber Lin: Okay. Am I good to add this to the central Doc?

523 00:47:58.840 ⇒ 00:48:05.420 Amber Lin: I see, should we? Should I include this step of noting what resolution was offered or accepted.

524 00:48:05.420 ⇒ 00:48:09.930 JanieceGarcia: Absolutely because we are the worst about notating the accounts.

525 00:48:10.160 ⇒ 00:48:16.760 Amber Lin: Okay, I I can put it in there. I don’t know if people will do it. Instructions are always just instructions.

526 00:48:19.550 ⇒ 00:48:20.420 Amber Lin: Awesome.

527 00:48:23.570 ⇒ 00:48:34.209 Amber Lin: Okay, think I’m gonna move this reminder to the top.

528 00:48:41.600 ⇒ 00:48:49.390 Amber Lin: Okay, I will add this to the central dock.

529 00:48:50.920 ⇒ 00:48:53.420 Amber Lin: So that’s done

530 00:49:22.772 ⇒ 00:49:25.339 Amber Lin: for reservice, is there?

531 00:49:25.460 ⇒ 00:49:29.379 Amber Lin: So it’s either drop completion or a resurface.

532 00:49:31.860 ⇒ 00:49:33.799 ShannonMartinez: Those are for production tickets.

533 00:49:33.800 ⇒ 00:49:34.620 JanieceGarcia: We’re yeah.

534 00:49:35.406 ⇒ 00:49:47.340 Amber Lin: So I think I’m gonna move that to under production.

535 00:49:49.590 ⇒ 00:49:52.330 ShannonMartinez: Yes, sir, depending on your team.

536 00:49:54.690 ⇒ 00:49:56.130 ShannonMartinez: Old German. So.

537 00:49:56.130 ⇒ 00:49:57.550 Amber Lin: That’s done.

538 00:49:59.710 ⇒ 00:50:01.370 ShannonMartinez: Done great.

539 00:50:01.370 ⇒ 00:50:05.570 Amber Lin: Can we also check? If the call list is is good.

540 00:50:06.570 ⇒ 00:50:07.190 JanieceGarcia: Yeah.

541 00:50:07.620 ⇒ 00:50:08.759 JanieceGarcia: The call this one.

542 00:50:09.020 ⇒ 00:50:09.610 Amber Lin: Yeah.

543 00:50:09.870 ⇒ 00:50:14.539 Amber Lin: So I said, Step one is to review the account thoroughly.

544 00:50:17.040 ⇒ 00:50:28.880 Amber Lin: I mean here. I know that if there’s less than 6 contact attempts, you should. Still, even if there’s 6 contact attempts, you should still call, but what counts as a full contact attempt.

545 00:50:30.460 ⇒ 00:50:31.520 JanieceGarcia: It would be.

546 00:50:31.520 ⇒ 00:50:31.950 Amber Lin: Email.

547 00:50:31.950 ⇒ 00:50:35.167 JanieceGarcia: Phone number phone number with an email following

548 00:50:37.450 ⇒ 00:50:43.459 JanieceGarcia: or phone call with the left voicemail and an email following because they couldn’t get in touch with them. Yep.

549 00:50:50.260 ⇒ 00:50:58.129 Amber Lin: Okay, if it’s more than 6 attempts, do we just not call and send a cancellation.

550 00:51:03.003 ⇒ 00:51:03.969 JanieceGarcia: Ideally. That’s.

551 00:51:03.970 ⇒ 00:51:05.020 Amber Lin: Didn’t happen.

552 00:51:05.020 ⇒ 00:51:06.820 JanieceGarcia: Yeah, ideally, that shouldn’t happen. But.

553 00:51:06.820 ⇒ 00:51:09.179 ShannonMartinez: Shouldn’t happen. Yeah. And but.

554 00:51:09.180 ⇒ 00:51:11.920 JanieceGarcia: But if it does, they should still be making that final call.

555 00:51:11.920 ⇒ 00:51:12.600 Amber Lin: Okay.

556 00:51:13.000 ⇒ 00:51:16.380 Amber Lin: So I will. Just, I’ll just say, like.

557 00:51:18.040 ⇒ 00:51:26.299 Amber Lin: Equal over calls. Okay, identify a reason. 1, st one is past due balances if paid.

558 00:51:27.303 ⇒ 00:51:29.639 Amber Lin: Do this email them.

559 00:51:32.130 ⇒ 00:51:40.480 Amber Lin: I said, log, as in like log it. I don’t. We don’t have to include it there. But we can. If you guys think that it makes sense.

560 00:51:41.480 ⇒ 00:51:42.440 JanieceGarcia: Oh!

561 00:51:44.020 ⇒ 00:51:48.000 ShannonMartinez: I think log means to us. Add notate the account.

562 00:51:50.390 ⇒ 00:51:52.439 JanieceGarcia: Widget they need to, but.

563 00:51:53.140 ⇒ 00:51:56.549 Amber Lin: Yeah, which is which is like, which is what I mean.

564 00:51:57.040 ⇒ 00:51:57.939 ShannonMartinez: Yeah, yeah.

565 00:51:58.430 ⇒ 00:51:59.589 JanieceGarcia: Yeah, I think it’s good.

566 00:51:59.830 ⇒ 00:52:04.050 Amber Lin: Okay, do. They still need to call if it’s paid.

567 00:52:04.600 ⇒ 00:52:06.139 JanieceGarcia: No, they just get back on schedule.

568 00:52:06.140 ⇒ 00:52:08.080 Amber Lin: Okay. Okay. Sounds good.

569 00:52:08.260 ⇒ 00:52:10.850 ShannonMartinez: To get back on schedule. We call. Yes.

570 00:52:11.700 ⇒ 00:52:13.439 Amber Lin: Oh, do we still need to call.

571 00:52:13.440 ⇒ 00:52:15.410 JanieceGarcia: If if they.

572 00:52:15.560 ⇒ 00:52:21.749 JanieceGarcia: if there is no specific notes or no locked gates, if the customers made their balance, we should be able to just put back on schedule.

573 00:52:21.750 ⇒ 00:52:24.150 ShannonMartinez: Call, list, yeah, is this call list.

574 00:52:25.080 ⇒ 00:52:25.640 ShannonMartinez: Okay.

575 00:52:27.530 ⇒ 00:52:28.750 Amber Lin: If unpaid.

576 00:52:29.620 ⇒ 00:52:33.219 Amber Lin: There’s a script. Don’t reschedule

577 00:52:36.270 ⇒ 00:52:38.790 Amber Lin: 2 services skipped.

578 00:52:44.640 ⇒ 00:52:45.390 Amber Lin: Okay.

579 00:52:50.810 ⇒ 00:52:51.550 Amber Lin: I guess.

580 00:52:51.550 ⇒ 00:53:02.130 JanieceGarcia: 2 consecutive services, because if they missed one, say in January, and then they missed to the game.

581 00:53:02.130 ⇒ 00:53:03.680 JanieceGarcia: and in November it’s fine.

582 00:53:04.040 ⇒ 00:53:12.599 Amber Lin: I see. So if if it’s not, it’s only if it’s not 2 conservative services do we call the customer.

583 00:53:14.690 ⇒ 00:53:23.099 JanieceGarcia: No, if it’s 2 consecutive services skipped, we’re cancelling the service after we’ve made our attempts to call.

584 00:53:23.100 ⇒ 00:53:25.770 Amber Lin: Yeah, if it’s not that case, we would call them right.

585 00:53:25.770 ⇒ 00:53:26.290 JanieceGarcia: Correct?

586 00:53:28.060 ⇒ 00:53:29.530 Amber Lin: There have been.

587 00:53:33.160 ⇒ 00:53:35.179 JanieceGarcia: I’m still trying to find that email.

588 00:53:37.460 ⇒ 00:53:39.270 ShannonMartinez: Which one babe can I help.

589 00:53:40.060 ⇒ 00:53:42.234 JanieceGarcia: The one showing

590 00:53:43.460 ⇒ 00:53:49.680 JanieceGarcia: where we were now, not just sending to one service manager. We’re sending them to all of them.

591 00:53:51.350 ⇒ 00:53:53.110 ShannonMartinez: Who did that request come from.

592 00:53:53.766 ⇒ 00:53:59.489 JanieceGarcia: I don’t remember. I can’t remember if it was bk, when Bk. Was still here, or if it was already

593 00:54:01.090 ⇒ 00:54:03.380 JanieceGarcia: when Manual took over.

594 00:54:04.779 ⇒ 00:54:11.400 ShannonMartinez: So whenever I came on board we updated the escalation flow process chart

595 00:54:13.651 ⇒ 00:54:15.460 ShannonMartinez: and it was with Bk,

596 00:54:27.420 ⇒ 00:54:28.539 JanieceGarcia: Hold on one second.

597 00:54:29.060 ⇒ 00:54:31.130 JanieceGarcia: Hey, Shannon, I mean. Hey, Dotty.

598 00:54:34.320 ⇒ 00:54:39.420 Amber Lin: Shannon. Do Csrs know what closed months and second Sunday orders mean?

599 00:54:39.560 ⇒ 00:54:41.779 Amber Lin: Yes, they do. Okay, okay. Sounds good.

600 00:54:42.419 ⇒ 00:54:47.090 Amber Lin: If no balance is due. But remaining term is the recurrent issue.

601 00:54:47.290 ⇒ 00:54:48.080 Amber Lin: Okay?

602 00:54:58.300 ⇒ 00:55:06.750 Amber Lin: okay. Annual renewals holds initials. Does this process this this decision tree make sense? I’m not sure.

603 00:55:07.660 ⇒ 00:55:15.300 JanieceGarcia: If a hold is not scheduled, make the final attempt to contact the customer but then.

604 00:55:15.660 ⇒ 00:55:17.049 Amber Lin: Probably doesn’t make sense.

605 00:55:17.050 ⇒ 00:55:18.380 JanieceGarcia: That does not make sense.

606 00:55:18.870 ⇒ 00:55:20.519 Amber Lin: What is? If no response.

607 00:55:20.520 ⇒ 00:55:21.410 JanieceGarcia: Well.

608 00:55:23.250 ⇒ 00:55:29.920 JanieceGarcia: if the hold is not scheduled, make the final attempt to contact the customer, and then we would delete the hold.

609 00:55:32.168 ⇒ 00:55:37.760 Amber Lin: Oh, do for that attempt, if no response.

610 00:55:38.290 ⇒ 00:55:38.679 JanieceGarcia: Delete it.

611 00:55:38.680 ⇒ 00:55:39.350 Amber Lin: Cool.

612 00:55:41.330 ⇒ 00:55:42.990 Amber Lin: To call.

613 00:55:44.220 ⇒ 00:55:45.320 JanieceGarcia: But.

614 00:55:48.640 ⇒ 00:55:49.910 Amber Lin: Call customer.

615 00:55:51.430 ⇒ 00:55:56.430 Amber Lin: Okay, if no response delete, the hold is hold.

616 00:55:56.620 ⇒ 00:55:58.930 Amber Lin: If now that right there, if.

617 00:55:59.080 ⇒ 00:56:06.660 JanieceGarcia: If the hold was converted to a service, if the hold was converted to a program.

618 00:56:13.460 ⇒ 00:56:22.600 JanieceGarcia: Then we would skip the order, submit the cancellation request, and then submit refund.

619 00:56:23.080 ⇒ 00:56:24.840 JanieceGarcia: If the customer paid.

620 00:56:30.990 ⇒ 00:56:32.479 Amber Lin: So we would both.

621 00:56:33.380 ⇒ 00:56:35.160 Amber Lin: Or if no response as well, okay.

622 00:56:35.250 ⇒ 00:56:35.930 JanieceGarcia: Yeah.

623 00:56:38.580 ⇒ 00:56:40.180 Amber Lin: Okay. Sounds good.

624 00:56:41.648 ⇒ 00:56:46.530 Amber Lin: Call should attempt all the same, phone numbers, contact attempts.

625 00:56:47.110 ⇒ 00:56:47.980 Amber Lin: Okay.

626 00:56:51.150 ⇒ 00:56:56.540 Amber Lin: scripts for voicemail mail sheet put cancellations.

627 00:56:58.410 ⇒ 00:57:01.360 Amber Lin: Oh, move.

628 00:57:02.790 ⇒ 00:57:08.240 ShannonMartinez: What have you all been doing, Janice? When a customer sends an email and says, Please cancel my pest control.

629 00:57:09.600 ⇒ 00:57:11.280 JanieceGarcia: We call the customer to see.

630 00:57:11.640 ⇒ 00:57:13.590 ShannonMartinez: And then, if the customer doesn’t answer.

631 00:57:14.350 ⇒ 00:57:17.289 JanieceGarcia: You just pull it off schedule, and you don’t actually cancel it.

632 00:57:21.410 ⇒ 00:57:27.319 JanieceGarcia: cause you don’t want it to come back and say, Well, I didn’t mean to cancel the whole program, because I’ve seen that happen. You know.

633 00:57:27.320 ⇒ 00:57:31.690 ShannonMartinez: And then you also on the flip side, like I asked y’all to cancel.

634 00:57:31.690 ⇒ 00:57:32.030 JanieceGarcia: Yeah.

635 00:57:32.030 ⇒ 00:57:38.070 ShannonMartinez: Services, and I’m still getting monthly bills. It’s like you have to speak to them.

636 00:57:38.070 ⇒ 00:57:40.108 ShannonMartinez: I had one of those this morning.

637 00:57:40.510 ⇒ 00:57:41.550 JanieceGarcia: From the AI deal.

638 00:57:41.550 ⇒ 00:57:42.100 Amber Lin: Awesome.

639 00:57:42.850 ⇒ 00:57:44.629 JanieceGarcia: Dang! I thought y’all canceled it.

640 00:57:45.100 ⇒ 00:57:47.149 JanieceGarcia: Well, you said you were going to

641 00:57:48.650 ⇒ 00:57:55.159 JanieceGarcia: all he did. He took it as we were canceling it because he wasn’t calling us back to pay his bill.

642 00:57:59.090 ⇒ 00:58:03.800 JanieceGarcia: It’s like, yeah, eventually. But you’re gonna rack up some months.

643 00:58:21.860 ⇒ 00:58:22.530 Amber Lin: Okay.

644 00:58:24.900 ⇒ 00:58:26.370 Amber Lin: Sounds good.

645 00:58:26.790 ⇒ 00:58:31.363 ShannonMartinez: I’m trying to fine. You know what I have, Janice. I have

646 00:58:33.230 ⇒ 00:58:38.800 ShannonMartinez: when I’m thinking about it. When I came over. So I know the timeline. It’s going to be September 2023.

647 00:58:39.411 ⇒ 00:58:47.820 ShannonMartinez: I know that I had something just kind of confirming like, do you want this to go to all? Or do you want this to go to?

648 00:58:48.240 ⇒ 00:58:50.840 ShannonMartinez: And I remember you remember that.

649 00:58:51.290 ⇒ 00:58:58.549 JanieceGarcia: I remember that, and I remember them wanting it to go to all because I want to say what happened was we were contacting somebody that was on Pto.

650 00:58:59.000 ⇒ 00:59:03.829 JanieceGarcia: And it took until they got back for the customer to get contacted.

651 00:59:04.580 ⇒ 00:59:13.189 JanieceGarcia: Because we just kept emailing into that one service manager. And that’s when it was like, Okay, no, you need to email all of them.

652 00:59:19.850 ⇒ 00:59:21.499 ShannonMartinez: See how back my.

653 00:59:22.190 ⇒ 00:59:27.170 JanieceGarcia: And I’m like, okay, so now, are they wanting us to go back to where we’re only emailing one.

654 00:59:28.030 ⇒ 00:59:30.200 ShannonMartinez: But we’ve been doing that for a couple of years now.

655 00:59:32.650 ⇒ 00:59:35.330 JanieceGarcia: The one service manager. I never changed back.

656 00:59:35.550 ⇒ 00:59:39.640 ShannonMartinez: Well, we’ve been doing the service manager and the supervisor.

657 00:59:40.210 ⇒ 00:59:42.640 ShannonMartinez: instead of sending all the service managers.

658 00:59:43.210 ⇒ 00:59:45.199 JanieceGarcia: Oh, see, that’s new to me.

659 00:59:45.360 ⇒ 00:59:47.779 JanieceGarcia: See, I hadn’t received anything like that.

660 00:59:48.350 ⇒ 00:59:51.269 ShannonMartinez: I’m gonna that’s what I’m trying to dig it up.

661 00:59:53.390 ⇒ 00:59:54.740 ShannonMartinez: So we have it.

662 00:59:58.040 ⇒ 01:00:09.629 JanieceGarcia: Because I remember the whole reason. We went to the other one, or to the all 3, and then all 4 since what’s his name is added was because of the escalation.

663 01:00:09.760 ⇒ 01:00:12.177 ShannonMartinez: Yeah, for sure. But I also know that.

664 01:00:14.210 ⇒ 01:00:26.499 ShannonMartinez: The conversation going back and forth like that’s what we pay the supervisors for. They’ve got Qc. Audit blocks. They need to be more involved. We need to hold them accountable for the truck inspections and all of the things.

665 01:00:27.790 ⇒ 01:00:36.230 JanieceGarcia: It’s like, Well, yeah, I get it for Qcs. But if the customer is wanting to speak to a manager, they’re not a manager, and they don’t have the time that

666 01:00:37.180 ⇒ 01:00:38.860 JanieceGarcia: the service managers do.

667 01:00:42.290 ⇒ 01:00:43.500 Amber Lin: Wow! Awesome.

668 01:00:44.190 ⇒ 01:00:48.120 JanieceGarcia: Yeah, for real, for real.

669 01:00:48.120 ⇒ 01:00:49.019 ShannonMartinez: For real.

670 01:00:50.890 ⇒ 01:00:55.229 Amber Lin: I know we’re out of time. This was something that I was just I was working on today.

671 01:00:55.460 ⇒ 01:01:00.960 Amber Lin: Okay? Cause I I grouped up, as you can see here I grouped up all the workflows

672 01:01:01.677 ⇒ 01:01:08.150 Amber Lin: for scheduling, and and then I ended up when I was in the

673 01:01:08.610 ⇒ 01:01:12.269 Amber Lin: so here are all the workflows. And then I ended up in.

674 01:01:12.530 ⇒ 01:01:16.489 Amber Lin: I started with rodent. And I realized, Oh, there’s specific.

675 01:01:16.600 ⇒ 01:01:21.530 Amber Lin: There’s specific processes. And I I was able to work out this one for reservice.

676 01:01:21.998 ⇒ 01:01:30.110 Amber Lin: But I wasn’t, really I. And then I was like, if I worked it out for resurface, there must have been other things where.

677 01:01:30.890 ⇒ 01:01:33.460 Amber Lin: like the other services that we have.

678 01:01:34.650 ⇒ 01:01:41.648 Amber Lin: because this one, some part of it, is specific for rodents, some of it applies to termite

679 01:01:42.420 ⇒ 01:01:52.070 Amber Lin: So I was thinking, like, maybe we can make this more of a general reservice workflow and have specific references to different different services.

680 01:01:53.800 ⇒ 01:01:59.360 Amber Lin: And then I know. We said before that we want to serve it instructions for each of

681 01:01:59.720 ⇒ 01:02:03.060 Amber Lin: these specific ones, and I wasn’t sure.

682 01:02:04.650 ⇒ 01:02:06.840 Amber Lin: How that would look like.

683 01:02:07.580 ⇒ 01:02:11.550 Amber Lin: It’s here like there’s some instructions here, but there’s not a lot of them.

684 01:02:14.270 ⇒ 01:02:25.219 Amber Lin: is there? I guess my 1st question is, are there different processes for scheduling rodent annual standalone versus just Rmp. Or rodent, baiting.

685 01:02:25.920 ⇒ 01:02:32.840 JanieceGarcia: So well. Rodent baiting. Yes, but are the rodent Standalone, Rmp. And the rodent annual standalone? I mean, those are

686 01:02:33.470 ⇒ 01:02:36.100 JanieceGarcia: essentially the same thing, except their frequency.

687 01:02:36.730 ⇒ 01:02:38.809 JanieceGarcia: You’re doing the same thing for scheduling.

688 01:02:39.290 ⇒ 01:02:40.690 JanieceGarcia: The rodent baiting.

689 01:02:40.960 ⇒ 01:02:45.459 JanieceGarcia: It’s only the initial, and then we go out for the maintenance.

690 01:02:49.140 ⇒ 01:02:50.100 ShannonMartinez: So

691 01:02:51.650 ⇒ 01:03:01.199 ShannonMartinez: scheduling. Then it goes back to what we were talking about in the beginning. Is this a hold for initial like we’re just getting started because we’ve got the pricing, or are we.

692 01:03:01.780 ⇒ 01:03:07.930 ShannonMartinez: Creating a production ticket because the customers asking us to go out under their warranty coverage.

693 01:03:08.360 ⇒ 01:03:11.080 JanieceGarcia: Which baiting would not have warrant correct.

694 01:03:11.400 ⇒ 01:03:16.109 ShannonMartinez: With that that one. That’s why that one’s different. But the other ones are all the same.

695 01:03:18.640 ⇒ 01:03:22.699 ShannonMartinez: What I was explaining, you know, when we 1st came on is that

696 01:03:22.870 ⇒ 01:03:30.029 ShannonMartinez: you know this? The approach is going to be standardized across the board. Does this need a hold, or does it need a production ticket?

697 01:03:30.210 ⇒ 01:03:30.860 JanieceGarcia: Right.

698 01:03:31.020 ⇒ 01:03:41.420 ShannonMartinez: Right? Because if it’s got an existing program, then you’re just looking at frequency. As far as creating a ticket. It’s either a hold or a production ticket.

699 01:03:42.350 ⇒ 01:03:45.039 ShannonMartinez: or moving what’s around already on the schedule.

700 01:03:47.380 ⇒ 01:03:51.979 Amber Lin: I see, so a Csr would determine like.

701 01:03:52.390 ⇒ 01:04:15.049 Amber Lin: yeah, I do, I, guess, I do want to know how the how the processes goes because I don’t like right now. I don’t know where to insert these different programs into this decision tree, like, I know the decision tree, but I don’t know where they would say, Oh, this is like, do they know that it’s a rodent annual beforehand, or are they gonna schedule? It.

702 01:04:15.700 ⇒ 01:04:22.259 JanieceGarcia: I do because it’s on it’s under the account. So you know how, whenever we were looking at the Jwc. Accounts.

703 01:04:22.260 ⇒ 01:04:22.640 Amber Lin: Hmm.

704 01:04:22.960 ⇒ 01:04:29.049 JanieceGarcia: And we have the one that is actually active. Right now. I know we have more than that. But.

705 01:04:29.740 ⇒ 01:04:37.759 JanieceGarcia: Let me see if I can find one cause whenever we pull up the customer’s account. That’s where it’s like, okay, this is

706 01:04:38.250 ⇒ 01:04:42.759 JanieceGarcia: definitely, you know, a rodent annual or

707 01:04:44.060 ⇒ 01:04:47.510 JanieceGarcia: a standalone, an Rmp. Or it’s a plus.

708 01:04:50.770 ⇒ 01:04:51.450 JanieceGarcia: See.

709 01:04:52.320 ⇒ 01:04:52.870 ShannonMartinez: Yes.

710 01:04:56.980 ⇒ 01:05:02.589 ShannonMartinez: she found a call where a customer was asking for a service, just in look, listening to some stuff.

711 01:05:03.250 ⇒ 01:05:05.940 ShannonMartinez: and the customer is asking for the service, and

712 01:05:06.100 ⇒ 01:05:08.400 ShannonMartinez: Csr. Put in a Oh, by the way, for it.

713 01:05:13.310 ⇒ 01:05:15.250 Amber Lin: Yeah, okay, like this.

714 01:05:15.250 ⇒ 01:05:15.880 JanieceGarcia: Right.

715 01:05:16.573 ⇒ 01:05:19.930 Amber Lin: So that will be when we check if they.

716 01:05:20.460 ⇒ 01:05:23.259 Amber Lin: Are you sharing your screen by any chance.

717 01:05:23.710 ⇒ 01:05:24.090 ShannonMartinez: So.

718 01:05:24.090 ⇒ 01:05:25.500 JanieceGarcia: Am now. Can you see it?

719 01:05:25.916 ⇒ 01:05:26.749 Amber Lin: Let me.

720 01:05:26.750 ⇒ 01:05:35.039 ShannonMartinez: So all of the ongoing coverages will be located in the customer account listed as quote unquote renewal.

721 01:05:35.600 ⇒ 01:05:37.430 JanieceGarcia: This right here, can you.

722 01:05:37.430 ⇒ 01:05:38.110 Amber Lin: So.

723 01:05:38.110 ⇒ 01:05:52.319 JanieceGarcia: My screen. So whenever you pull up an account, it’s gonna tell you, okay, what program do they have? Do they have a rodent annual, or do they have? You know, General Pest, control? What exactly do you have.

724 01:05:55.380 ⇒ 01:05:56.150 ShannonMartinez: And this is.

725 01:05:56.150 ⇒ 01:05:59.690 Amber Lin: Step is always to see what program they have.

726 01:06:01.200 ⇒ 01:06:12.139 ShannonMartinez: So she has a pest control. And this is throughout the entire organization, right? So this is gonna be like lawn mowing Hvac holiday lights like.

727 01:06:12.140 ⇒ 01:06:13.250 JanieceGarcia: It’s all gonna be there.

728 01:06:13.250 ⇒ 01:06:14.790 ShannonMartinez: Ongoing program.

729 01:06:14.790 ⇒ 01:06:15.209 Amber Lin: It’s gonna be.

730 01:06:15.210 ⇒ 01:06:16.670 ShannonMartinez: Be listed

731 01:06:18.096 ⇒ 01:06:22.029 Amber Lin: Would it? Would it list any non active programs.

732 01:06:22.180 ⇒ 01:06:28.930 ShannonMartinez: No, no! Once again cancellation is processed that it’s removed from the summary tab.

733 01:06:29.580 ⇒ 01:06:30.250 JanieceGarcia: This.

734 01:06:30.250 ⇒ 01:06:30.900 ShannonMartinez: So.

735 01:06:30.900 ⇒ 01:06:31.420 JanieceGarcia: Anything.

736 01:06:31.420 ⇒ 01:06:36.919 ShannonMartinez: So if that customer called and said, Hey, I would like to get somebody out here to do some pest control

737 01:06:37.090 ⇒ 01:06:45.930 ShannonMartinez: doing the 360, you would make the determination by not there not being an active program renewal that then.

738 01:06:45.930 ⇒ 01:06:46.580 Amber Lin: Next step.

739 01:06:46.580 ⇒ 01:06:48.110 ShannonMartinez: Be to create the estimate.

740 01:06:48.480 ⇒ 01:06:58.570 Amber Lin: I see. Can you guys, actually, I think it’ll be really helpful. Do we have any documentation on how to do a 360. I would love to read it, and I would love to add it to Andy.

741 01:06:59.000 ⇒ 01:07:00.589 JanieceGarcia: I believe it is in Andy.

742 01:07:00.834 ⇒ 01:07:05.475 Amber Lin: I don’t know where it is. I know we tried to find it last time. There was no specific

743 01:07:05.820 ⇒ 01:07:09.570 Amber Lin: step 1, 2, 3, 4, 4, a specific, 3, 60.

744 01:07:10.080 ⇒ 01:07:16.599 Amber Lin: Can I ask you in the place I want to put it in? If you find it, can you just move it there, and if not, I know we probably have

745 01:07:16.600 ⇒ 01:07:19.519 Amber Lin: this, is it? But there’s screenshots in there.

746 01:07:19.840 ⇒ 01:07:21.180 JanieceGarcia: But if.

747 01:07:21.630 ⇒ 01:07:29.359 Amber Lin: I mean I can. I can paste it in. It’s just Andy won’t be able to see screenshots, but when the Csrs go to this document they’ll be able to see it.

748 01:07:33.580 ⇒ 01:07:35.769 ShannonMartinez: Steps to do with 3 60? Alright!

749 01:07:40.050 ⇒ 01:07:42.489 ShannonMartinez: Oh, it gets kind of jarbled, doesn’t it?

750 01:07:45.350 ⇒ 01:07:49.770 JanieceGarcia: So that’s what I wanted to see, because I had.

751 01:07:50.440 ⇒ 01:07:52.400 JanieceGarcia: That’s why I want to find it.

752 01:07:52.400 ⇒ 01:07:53.330 ShannonMartinez: I know I’ve seen it.

753 01:07:53.330 ⇒ 01:07:53.930 Amber Lin: Hmm.

754 01:07:54.730 ⇒ 01:07:58.380 ShannonMartinez: But I’m just wondering if we could just like clean it up somehow.

755 01:07:58.380 ⇒ 01:07:58.900 JanieceGarcia: Yep.

756 01:08:00.800 ⇒ 01:08:05.793 ShannonMartinez: Completed. I mean, it’s always saying completed 3, 60. But what exactly is it.

757 01:08:07.380 ⇒ 01:08:10.769 JanieceGarcia: And that’s what this is. So I’m surprised.

758 01:08:11.233 ⇒ 01:08:13.580 Amber Lin: Just feel free to just copy it over.

759 01:08:13.580 ⇒ 01:08:14.709 JanieceGarcia: Have. Y’all did.

760 01:08:14.710 ⇒ 01:08:18.170 Amber Lin: I see I see it probably got lost somewhere.

761 01:08:18.683 ⇒ 01:08:28.160 Amber Lin: Can you just copy and paste it under that tab of steps to do a 360. I can clean it up. I just want it. I just want it in Andy, with with all the images.

762 01:08:28.930 ⇒ 01:08:33.160 ShannonMartinez: I don’t see anything that stands out to me about program renewals, Denise.

763 01:08:36.120 ⇒ 01:08:36.840 JanieceGarcia: What do you mean?

764 01:08:37.120 ⇒ 01:08:38.600 JanieceGarcia: You want it right here, Amber.

765 01:08:38.609 ⇒ 01:08:39.169 Amber Lin: Yeah.

766 01:08:43.398 ⇒ 01:08:45.889 JanieceGarcia: On the account 3, 60.

767 01:08:48.830 ⇒ 01:08:54.470 JanieceGarcia: When a customer calls in, I want to do a full 3, 16, and 3, 60 is pulling up the account. Confirm.

768 01:08:56.660 ⇒ 01:09:04.719 JanieceGarcia: Tell me more to the address. Ask the confirmation, check the balance on the account.

769 01:09:04.729 ⇒ 01:09:05.529 ShannonMartinez: Yes.

770 01:09:06.580 ⇒ 01:09:11.089 JanieceGarcia: Might you want to pull up? Pull up their services? Look at the attributes for what they’re covered for.

771 01:09:11.229 ⇒ 01:09:19.499 ShannonMartinez: Okay? So let’s look at maybe we can put in parentheses. Look at all. On.

772 01:09:19.500 ⇒ 01:09:20.270 JanieceGarcia: Active.

773 01:09:20.270 ⇒ 01:09:28.519 ShannonMartinez: Yes, programs to on on under renewals on the summary tab, like, let’s just be like more specific.

774 01:09:28.800 ⇒ 01:09:36.010 ShannonMartinez: So that way it says from the summary tab

775 01:09:36.229 ⇒ 01:09:41.590 ShannonMartinez: check to see if any programs are listed under active renewals.

776 01:09:43.370 ⇒ 01:09:50.929 JanieceGarcia: Alright. So at this point you want to pull up their you want to.

777 01:10:16.250 ⇒ 01:10:23.050 ShannonMartinez: And I just feel like I would like it to say, review any

778 01:10:23.320 ⇒ 01:10:27.190 ShannonMartinez: instead of at this point, like review, all

779 01:10:27.510 ⇒ 01:10:30.730 ShannonMartinez: active programs under the summary, tab, yep,

780 01:10:31.650 ⇒ 01:10:33.739 JanieceGarcia: What is the full coverage.

781 01:10:51.390 ⇒ 01:10:58.250 ShannonMartinez: And I feel like it needs to have a this, then that kind of if there are no active programs, you would need to schedule an estimate.

782 01:11:11.520 ⇒ 01:11:15.549 JanieceGarcia: If not, that tells you that you will need, you will be needing to schedule an estimate.

783 01:11:17.200 ⇒ 01:11:20.960 ShannonMartinez: So this is gonna be like a good like. Yes, then no.

784 01:11:32.180 ⇒ 01:11:37.390 JanieceGarcia: but I knew that we had this in there already. That’s why, i’m, like I don’t, I think, when we started.

785 01:11:38.310 ⇒ 01:11:43.159 JanieceGarcia: Converting things or changing things. Some stuff was taken out.

786 01:11:43.700 ⇒ 01:11:50.310 Amber Lin: Yeah, I see. I’m glad that we’re doing this final check again. Because this was this was pretty important.

787 01:11:52.920 ⇒ 01:11:58.109 JanieceGarcia: I think when we converted, I think cause I wasn’t there for the initial steps.

788 01:11:58.440 ⇒ 01:12:01.379 Amber Lin: Something probably got lost, and then.

789 01:12:01.380 ⇒ 01:12:01.970 JanieceGarcia: Yep.

790 01:12:01.970 ⇒ 01:12:04.760 Amber Lin: Things got cleaned up, and then we didn’t know.

791 01:12:05.590 ⇒ 01:12:14.290 Amber Lin: Yeah, I think once we finish this 1st round, I think we should lock somewhat, lock it up so that every change we make

792 01:12:14.862 ⇒ 01:12:21.309 Amber Lin: we all know. And and it’s documented, I think after this initial big wave of edits

793 01:12:21.520 ⇒ 01:12:24.950 Amber Lin: it will be a lot less likely that things get moved around.

794 01:12:25.510 ⇒ 01:12:26.190 JanieceGarcia: Right.

795 01:12:28.460 ⇒ 01:12:40.780 Amber Lin: well, thank you both. Thanks for your time. I know. We went over again, I would i’m, gonna go look at the termite, and then rodent specific stuff, and see what I can consolidate. There.

796 01:12:41.120 ⇒ 01:12:41.460 ShannonMartinez: Okay.

797 01:12:41.460 ⇒ 01:12:42.060 JanieceGarcia: Okay.

798 01:12:42.220 ⇒ 01:12:46.520 ShannonMartinez: Alright, and I’ll work on getting you some calls, and that’ll kind of help.

799 01:12:46.520 ⇒ 01:12:48.420 JanieceGarcia: Yeah, that’d be awesome.

800 01:12:48.420 ⇒ 01:12:48.770 ShannonMartinez: Okay.

801 01:12:48.770 ⇒ 01:12:51.449 Amber Lin: Alright! Thanks, perfect! Thank you. Alright! Bye.