Meeting Title: ABC Career Progression and Feedback Date: 2025-07-16 Meeting participants: Joi McBrayer, ShannonMartinez, NoahRost, read.ai meeting notes, EloyAguilarJr, Amber Lin, JanieceGarcia
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1 00:05:31.240 ⇒ 00:05:32.910 ShannonMartinez: Hello! My joy!
2 00:05:34.840 ⇒ 00:05:35.720 Joi McBrayer: Hello!
3 00:05:38.746 ⇒ 00:05:40.650 Joi McBrayer: How are you doing.
4 00:05:47.700 ⇒ 00:05:51.900 ShannonMartinez: So while I have you before anybody joins us, it’s career, progression, time.
5 00:05:52.990 ⇒ 00:06:17.670 ShannonMartinez: And I am going to be looking for your support for you to learn some internal skills. With our new career progression plan rollout. We’re looking at doing some structure changes with termy mesh where it’s like, gonna be it’s projects team. We’re not gonna overflow calls to them and they may not overflow calls to us. But our more senior
6 00:06:17.840 ⇒ 00:06:31.119 ShannonMartinez: people who are doing admin type things right now would potentially be considered for some changes. And so, because you have shown at such a young
7 00:06:31.260 ⇒ 00:06:44.189 ShannonMartinez: career earmark with the company. Such a high skill set and ability. I think that we’re going to start tapping you into things like route checks and pest customer emails and stuff.
8 00:06:44.480 ⇒ 00:06:46.050 Joi McBrayer: I like that. Thank you.
9 00:06:46.830 ⇒ 00:06:51.529 ShannonMartinez: I know that you’re already helping with these things, but like a lot of time.
10 00:06:52.170 ⇒ 00:06:53.647 Joi McBrayer: Got it. Okay.
11 00:06:54.240 ⇒ 00:06:59.470 Joi McBrayer: yeah, I’m for that. I’d absolutely love that opportunity. And I’m always here to help. So thank you.
12 00:06:59.470 ⇒ 00:07:07.404 ShannonMartinez: Thank you. I appreciate that. And then, as we, you know, continue to kind of work our way down the road, then we’ll start looking at
13 00:07:08.020 ⇒ 00:07:12.239 ShannonMartinez: you know, like an overflow line of business. A Texas represent.
14 00:07:12.885 ⇒ 00:07:13.530 NoahRost: Hello!
15 00:07:13.530 ⇒ 00:07:14.400 NoahRost: How’s it going.
16 00:07:14.400 ⇒ 00:07:15.110 Joi McBrayer: Yay!
17 00:07:16.290 ⇒ 00:07:19.390 ShannonMartinez: I am so excited for you guys to give feedback.
18 00:07:20.083 ⇒ 00:07:23.549 Joi McBrayer: I’ve been working today, especially.
19 00:07:23.550 ⇒ 00:07:28.459 ShannonMartinez: Talking about all these working sessions that I’ve been doing welcome to the club.
20 00:07:30.580 ⇒ 00:07:32.060 Joi McBrayer: Oh, man!
21 00:07:32.370 ⇒ 00:07:39.359 ShannonMartinez: I was working with Andy today, too, like asking questions while 8 by 8 was down. And it’s actually like it’s getting there.
22 00:07:39.360 ⇒ 00:07:42.709 ShannonMartinez: It is right. We’ve made so much progress.
23 00:07:42.920 ⇒ 00:07:45.229 Joi McBrayer: Yeah, for sure.
24 00:07:45.810 ⇒ 00:07:55.570 Joi McBrayer: Let’s see, it definitely has made a lot of progress from like the beginning beginning to here. It’s it’s been a lot of leaps, and I ain’t even been here that long. So.
25 00:08:36.299 ⇒ 00:08:38.119 ShannonMartinez: How’s your archeos looking.
26 00:08:41.250 ⇒ 00:08:55.930 Joi McBrayer: For this month. I don’t think I’ve gotten one yet, like it’s been. It’s been pretty good. I haven’t seen anything, Trippy too much on 8 by 8. I think there was maybe one time where I picked up the phone, and then it hung up and it gave me an Rto. But I put in the ticket for it, so.
27 00:08:57.720 ⇒ 00:09:02.129 ShannonMartinez: No, you’re looking a little high. Let me look at yours, Joy.
28 00:09:02.500 ⇒ 00:09:08.809 NoahRost: Yeah, I know I had one that it was not my fault, so I put in a ticket for it. But there was like, I think one or 2
29 00:09:09.440 ⇒ 00:09:10.830 NoahRost: where I did not answer it in time.
30 00:09:11.640 ⇒ 00:09:13.689 ShannonMartinez: Yours are looking really good.
31 00:09:14.100 ⇒ 00:09:15.120 Joi McBrayer: No, thank you.
32 00:09:15.120 ⇒ 00:09:24.599 ShannonMartinez: Yeah. So you had 0 through the month of May you had 8 for May 8 for June Noah’s. You’re just not so much you’re just like in the fifties. It’s not good.
33 00:09:24.930 ⇒ 00:09:25.540 NoahRost: Yeah.
34 00:09:26.550 ⇒ 00:09:29.880 ShannonMartinez: I mean, I don’t like to. I’m you know. I’m not shaming
35 00:09:30.140 ⇒ 00:09:32.440 ShannonMartinez: you. I hope you know that. But I’m just saying.
36 00:09:32.730 ⇒ 00:09:34.210 Joi McBrayer: Yeah, I, need to, yeah.
37 00:09:34.210 ⇒ 00:09:35.039 NoahRost: You definitely bring them down.
38 00:09:35.040 ⇒ 00:09:36.060 ShannonMartinez: I’ll see the Dcrs.
39 00:09:36.980 ⇒ 00:09:37.620 NoahRost: Right.
40 00:09:38.540 ⇒ 00:09:39.300 ShannonMartinez: Yeah.
41 00:09:42.940 ⇒ 00:09:46.599 ShannonMartinez: looking over all the metrics is career progression time. So I’m like.
42 00:09:49.030 ⇒ 00:09:49.550 NoahRost: Yeah.
43 00:09:53.900 ⇒ 00:09:56.250 Joi McBrayer: All the pieces and whatnot.
44 00:10:05.470 ⇒ 00:10:06.359 ShannonMartinez: Hey! Lloy.
45 00:10:06.360 ⇒ 00:10:09.279 EloyAguilarJr: Hi hi everyone nice doing.
46 00:10:10.450 ⇒ 00:10:11.510 Joi McBrayer: Below.
47 00:10:11.510 ⇒ 00:10:11.980 EloyAguilarJr: Hello!
48 00:10:12.430 ⇒ 00:10:12.820 ShannonMartinez: Okay.
49 00:10:12.820 ⇒ 00:10:13.420 EloyAguilarJr: Hi.
50 00:10:18.610 ⇒ 00:10:20.349 ShannonMartinez: Are you at home, or at the office.
51 00:10:21.000 ⇒ 00:10:23.180 EloyAguilarJr: I am at the office.
52 00:10:23.380 ⇒ 00:10:24.430 ShannonMartinez: Cool beans.
53 00:10:24.894 ⇒ 00:10:28.340 ShannonMartinez: I’m in Manuel’s office. He’s headed over to you guys.
54 00:10:28.850 ⇒ 00:10:29.710 EloyAguilarJr: Oh, really.
55 00:10:29.710 ⇒ 00:10:30.360 ShannonMartinez: Yeah.
56 00:10:30.360 ⇒ 00:10:32.149 EloyAguilarJr: I didn’t know he was coming now.
57 00:10:32.150 ⇒ 00:10:32.940 ShannonMartinez: Yeah.
58 00:10:33.710 ⇒ 00:10:36.070 ShannonMartinez: He’s been traveling all over the State of Texas.
59 00:10:37.530 ⇒ 00:10:39.959 ShannonMartinez: and they get to use his office. Sit in the big beach.
60 00:10:40.270 ⇒ 00:10:47.079 EloyAguilarJr: We had. Chris, Chris and Anthony were here. I think it was last week.
61 00:10:49.720 ⇒ 00:10:50.960 EloyAguilarJr: Yeah. But.
62 00:10:54.850 ⇒ 00:10:57.010 ShannonMartinez: Here we go. There’s our girl.
63 00:10:57.690 ⇒ 00:10:58.450 Amber Lin: Hi.
64 00:10:58.720 ⇒ 00:10:59.200 Joi McBrayer: Hello!
65 00:10:59.200 ⇒ 00:10:59.960 EloyAguilarJr: No.
66 00:11:00.430 ⇒ 00:11:01.549 Amber Lin: Good to see everyone.
67 00:11:02.380 ⇒ 00:11:03.190 ShannonMartinez: No.
68 00:11:03.980 ⇒ 00:11:05.610 Joi McBrayer: Nice to see you, too.
69 00:11:06.427 ⇒ 00:11:21.989 Amber Lin: We added this meeting so that we can take all your feedback and implement them in the central doc, because that’s what you guys are using. And I mean, we want it to be as best as possible. And there’s so much that I can do because I don’t
70 00:11:21.990 ⇒ 00:11:22.330 Amber Lin: use
71 00:11:22.330 ⇒ 00:11:38.779 Amber Lin: it on a daily basis. So I want to have us like a weekly session where we have different Csrs each week. And each time, like, you guys have the feedback. We’re just gonna change it in the meeting, and so that you’ll have them when you actually go use them.
72 00:11:41.180 ⇒ 00:11:41.710 ShannonMartinez: Very cool.
73 00:11:41.710 ⇒ 00:11:42.720 Joi McBrayer: Awesome.
74 00:11:43.200 ⇒ 00:11:56.299 ShannonMartinez: I do have one thing that I added as a suggestion. It’s kind of a legality thing. So Yvette Holt and Manual wanted me to bring that up to you.
75 00:11:56.659 ⇒ 00:12:02.109 ShannonMartinez: It doesn’t have to take priority, but I do want to make sure that it gets amended before we are done.
76 00:12:02.470 ⇒ 00:12:04.429 Amber Lin: Okay. What would that be?
77 00:12:04.790 ⇒ 00:12:11.749 ShannonMartinez: So it’s under. You’ll see it under the suggestions under termite annual.
78 00:12:17.180 ⇒ 00:12:22.649 ShannonMartinez: I added a strike through on what should be removed, and then replaced it with the
79 00:12:22.790 ⇒ 00:12:24.769 ShannonMartinez: verbiage that they wanted to have in there.
80 00:12:24.950 ⇒ 00:12:29.559 Amber Lin: Okay. I mean, Janice, if you’re okay with that, I think you can go ahead and just approve that.
81 00:12:29.560 ⇒ 00:12:37.149 JanieceGarcia: And approve it. I am I was looking through emails. And that’s what I was. Gonna talk to you, Shannon, about. There’s emails from
82 00:12:37.780 ⇒ 00:12:38.870 JanieceGarcia: March
83 00:12:39.200 ⇒ 00:12:47.729 JanieceGarcia: 21st of 2024, where we had that change. But I can’t see as to who made it, or why.
84 00:12:48.350 ⇒ 00:12:53.400 ShannonMartinez: Well, I think just taking the suggestion and getting it approved should
85 00:12:53.400 ⇒ 00:12:55.299 ShannonMartinez: just put it to rest, because I know.
86 00:12:55.300 ⇒ 00:12:55.630 JanieceGarcia: Yeah.
87 00:12:55.630 ⇒ 00:13:15.130 ShannonMartinez: Run into instances where we’ve got updated information, and we place it in there and then, like, I don’t know what happened to it. So this is one of those things that we’ll kind of just keep on the back of my notes. Gonna be an ongoing project, because I still have to filter through that report residential through commercial, and then we’ll go back to it, and we’ll have the Ce. Next week. We’ll cover it in huddles this week.
88 00:13:15.250 ⇒ 00:13:21.530 ShannonMartinez: and then we can just monitor it to make sure it doesn’t go away. That’s just highly sensitive, because it could mean trouble.
89 00:13:23.640 ⇒ 00:13:28.570 JanieceGarcia: Yeah, because termite infection should always have been a termite tick.
90 00:13:29.170 ⇒ 00:13:29.880 Amber Lin: Okay?
91 00:13:30.484 ⇒ 00:13:36.959 Amber Lin: I mean, feel free to approve that if that works I’m just gonna start working
92 00:13:37.270 ⇒ 00:13:58.809 Amber Lin: based on what we talked about. So in the in the feedback channel I saw the feedback, I think, from Eloy on the highlights, I believe, and then from joy on adding links, and then from Noah on the overall organization of the documents of it being a big mess which I kind of understand. It is a lot of text.
93 00:13:59.230 ⇒ 00:14:04.920 Amber Lin: So I mean, I just wanna work through everything that you guys brought up. And so
94 00:14:05.590 ⇒ 00:14:11.300 Amber Lin: I mean, if who wants to start. Now, let’s just we can start there and hear your thoughts.
95 00:14:14.594 ⇒ 00:14:23.365 EloyAguilarJr: Well on my end. Basically. What I am seeing going through this
96 00:14:24.510 ⇒ 00:14:49.280 EloyAguilarJr: information. One of my main concerns with, like the hyperlinks also, being able to have hyperlinks to the different other files that we use. I know Shannon mentioned. She was working on a new inspector list. Shannon, when I would I and I had made this suggestion
97 00:14:49.280 ⇒ 00:14:58.979 EloyAguilarJr: to Denise before, is that we can include in there whether, if the inspectors speak Spanish or not.
98 00:14:59.434 ⇒ 00:15:09.859 EloyAguilarJr: What I am finding with customers when I’m on the Spanish queue is they don’t really understand some of the things that are
99 00:15:10.200 ⇒ 00:15:16.599 EloyAguilarJr: told by the inspector that go out there. And they’re agreeing to things that
100 00:15:17.170 ⇒ 00:15:25.529 EloyAguilarJr: then it’s not. It’s not really what they were thinking, so it it would help that if
101 00:15:25.530 ⇒ 00:15:53.676 EloyAguilarJr: there isn’t because I know that there in certain areas that inspectors not gonna be available Spanish. And yeah, they can do a translator or something like that, but it would make it a lot easier if from the initial, if there isn’t available Spanish speaking inspector to go out that we schedule on on that particular inspector. But the hyperlinks is one of the things
102 00:15:54.240 ⇒ 00:16:03.499 EloyAguilarJr: as far as going through some of the the other stuff here. I know that Rgv. Just recently got added.
103 00:16:03.790 ⇒ 00:16:05.080 EloyAguilarJr: as
104 00:16:05.240 ⇒ 00:16:28.439 EloyAguilarJr: I mean, we’ve been around for 3 years now, but we were kind of like a separate entity type thing. Quote unquote. I don’t see on on anywhere that I go through here. Any information related to the Rtv. The inspectors and the inspectors not there, the branch manager?
105 00:16:28.770 ⇒ 00:16:44.809 EloyAguilarJr: Not there. The technicians is not there. So that’s some some things that we need to start looking at, adding, I I know right now we’re still on a separate queue line. But eventually, if that ever changes
106 00:16:44.810 ⇒ 00:17:07.359 EloyAguilarJr: any other Csr, that’s gonna be taking calls for the Rgv. At least they have that information already available to them. Some of the other things that we probably that that I would like to to see on here is information, because I I kind of went through it
107 00:17:07.480 ⇒ 00:17:15.750 EloyAguilarJr: in a situation, a protocol, or the workflow of when we need to contact a technician
108 00:17:16.308 ⇒ 00:17:41.589 EloyAguilarJr: from one of the other branches or something like that. I’ve had a couple of calls to where I’ve needed to contact technicians, and I am just scrambling all over the place trying to figure out, how do I do that? And and I can’t find anything on this document here that’ll give me a protocol.
109 00:17:41.650 ⇒ 00:17:55.070 EloyAguilarJr: I mean, I’ve been able to manage getting it through by either sending a chat. I’m not sure who’s I found a list that has been provided to me a while back, which is the direct.
110 00:17:55.070 ⇒ 00:17:56.190 Joi McBrayer: That’s free.
111 00:17:56.190 ⇒ 00:17:59.440 EloyAguilarJr: But then again, there’s no, no.
112 00:17:59.440 ⇒ 00:18:00.360 Joi McBrayer: Was one instance.
113 00:18:00.360 ⇒ 00:18:03.110 EloyAguilarJr: To where I call the number on that.
114 00:18:03.110 ⇒ 00:18:03.640 Joi McBrayer: Direct.
115 00:18:03.640 ⇒ 00:18:04.530 EloyAguilarJr: For that.
116 00:18:04.530 ⇒ 00:18:05.730 Joi McBrayer: Technician.
117 00:18:05.730 ⇒ 00:18:28.219 EloyAguilarJr: And it was not working number so some of that stuff is not getting updated, or we need something a better way to communicate when we do need to talk to either an inspector or to a technician, or something like that, and that that’s those are some of the things that I have.
118 00:18:28.670 ⇒ 00:18:46.769 EloyAguilarJr: I know it’s not really important. When I scrolled all the way down to the abbreviations down at the bottom, that area needs a little bit of a clean up also. There are some repetitive stuff there, and the actual
119 00:18:47.200 ⇒ 00:19:03.429 EloyAguilarJr: The actual abbreviation does not comply to what is actually listed there. I mean, that’s just something that you know, eventually just doing some clean up on on some of the stuff that’s out there.
120 00:19:04.200 ⇒ 00:19:16.039 Amber Lin: Yeah, okay, that’s really good. I I 1st of all, I think a question I have is, is it rt, as in duck? Or is it? Rtv. As in like a van.
121 00:19:16.040 ⇒ 00:19:16.449 JanieceGarcia: All right.
122 00:19:16.925 ⇒ 00:19:17.400 EloyAguilarJr: Tv.
123 00:19:18.170 ⇒ 00:19:19.420 JanieceGarcia: Rio Grande Valley.
124 00:19:19.420 ⇒ 00:19:20.050 EloyAguilarJr: Yeah, real?
125 00:19:20.050 ⇒ 00:19:31.189 Amber Lin: Oh, okay, so that’s like a new area that’s added. Is there any
126 00:19:31.380 ⇒ 00:19:35.570 Amber Lin: different protocols that goes on in that valley?
127 00:19:35.570 ⇒ 00:19:48.681 JanieceGarcia: Nothing is, nothing is different. The only thing right now is, we have pretty much myself, Eloy, and 2 other people that answer for the Rgv. Line
128 00:19:49.290 ⇒ 00:19:56.130 JanieceGarcia: and so none of Shannon’s team on the press side knows or has anything in regards to.
129 00:19:57.900 ⇒ 00:19:58.710 Amber Lin: Okay.
130 00:19:58.710 ⇒ 00:20:03.629 Joi McBrayer: Yeah, to add to that it. It does also mean that we don’t have access to those accounts.
131 00:20:03.630 ⇒ 00:20:08.579 Joi McBrayer: Yeah, they don’t. Even in the Austin office. I can’t look up anybody in Rgv.
132 00:20:09.387 ⇒ 00:20:11.002 Amber Lin: Okay. Okay.
133 00:20:12.480 ⇒ 00:20:16.930 JanieceGarcia: That’s that’s definitely not something that needs to be at the top.
134 00:20:17.120 ⇒ 00:20:35.370 Amber Lin: Okay, so I’ll put like low priority with that. I think another one that I heard is a workflow to how do we contact technicians and inspectors from other branches? Is there engineer? Is there currently a protocol for that.
135 00:20:35.900 ⇒ 00:20:44.619 ShannonMartinez: So at our last working session, Janice, remember how I talked about we would talk. We would. I would go through to see what the protocol would be, and
136 00:20:46.120 ⇒ 00:21:02.230 ShannonMartinez: at that point. I think it was in the routing service manager meeting and pest that we determined, so went back on the timeline. Bobby kicked off the distracted driving. Policy. What? July June 21, st
137 00:21:02.410 ⇒ 00:21:07.799 ShannonMartinez: and then he put together a video. It came from Randy Mccarty before he passed.
138 00:21:07.940 ⇒ 00:21:18.690 ShannonMartinez: I mean before he passed before he retired. Oh, Lord, forgive me! And then we said we would do an sop, so we had to try to internally figure out what we were gonna do.
139 00:21:18.690 ⇒ 00:21:43.680 ShannonMartinez: So we had determined it used to be like, if, like, say, we had a dead rodent. We called like 5 technicians until somebody answered the phone. But our distracted driving policy went into place and Bobby put into place, not only with our drive cam our vehicles all of the things they’re not supposed to answer the phone at all. So we put into practice that we would message the technician. But we could never message the technician without the
140 00:21:43.680 ⇒ 00:21:48.909 ShannonMartinez: service manager who would be responsible for following up with the technician. To make sure you got the message.
141 00:21:49.010 ⇒ 00:22:00.069 ShannonMartinez: I can only speak to our pest protocol, and because we’re talking about Andy and pertains to Pest. Then there it warrants further conversation as far as Central Doc, on how that would apply to other divisions.
142 00:22:00.070 ⇒ 00:22:22.149 ShannonMartinez: Our internal process is to notify the the technician via chat include service manager, and then we walk away. There’s no back and forth communication reaching out to a tech directly that too much of that is a distraction to workflow. It’s then the responsibility of the service manager to take over on the operation side to see through to the resolve with that technician and the customer.
143 00:22:22.150 ⇒ 00:22:22.880 Amber Lin: -
144 00:22:23.360 ⇒ 00:22:38.150 Amber Lin: so I hear workflow on what to? I’ll share my screen. I’ll write it out. I’ll let you guys see that. Think shanna! You gave a really great speech. Can’t not be better what to do when
145 00:22:39.506 ⇒ 00:22:42.800 Amber Lin: need to, and it’s like a.
146 00:22:42.800 ⇒ 00:22:48.030 JanieceGarcia: Same day reschedule. We can well.
147 00:22:48.030 ⇒ 00:22:52.089 ShannonMartinez: You can put same day request, because that kind of yeah, there, you know.
148 00:22:52.090 ⇒ 00:23:11.706 ShannonMartinez: for all things that could be like dead rodent. Live animal. Same day. Schedule changes like the our internal pro, and you can line those out if you’d want dead animal same day. Schedule change requests.
149 00:23:12.490 ⇒ 00:23:14.000 ShannonMartinez: live animal.
150 00:23:14.520 ⇒ 00:23:38.179 JanieceGarcia: And so we do have like if you look under right above where you’re typing the workflow for same day reschedule pull up the customers account and evolve, find to the service, estimate service or estimate is scheduled on chat. The specialist and their service manager, or the sales inspector to make them aware of resetting. We just need to add that from not just resetting, but also
151 00:23:39.246 ⇒ 00:23:40.439 JanieceGarcia: you know.
152 00:23:40.440 ⇒ 00:23:41.989 ShannonMartinez: A bigger screen, so I can see.
153 00:23:41.990 ⇒ 00:23:45.969 JanieceGarcia: It could be resetting, it could be. Adding stops.
154 00:23:46.650 ⇒ 00:23:51.170 JanieceGarcia: dead animals live animals, anything but that is there.
155 00:23:51.170 ⇒ 00:23:52.569 ShannonMartinez: If you bullet it.
156 00:23:53.042 ⇒ 00:23:58.250 ShannonMartinez: It may be easier for Andy to translate like. For these reasons, you know.
157 00:24:00.480 ⇒ 00:24:02.259 Amber Lin: So I’m gonna put
158 00:24:04.920 ⇒ 00:24:06.850 Amber Lin: So this is for anything.
159 00:24:07.270 ⇒ 00:24:07.960 Amber Lin: The.
160 00:24:07.960 ⇒ 00:24:09.580 JanieceGarcia: Same same day.
161 00:24:09.890 ⇒ 00:24:16.179 Amber Lin: Oh, anything same day includes I’m just gonna move the scope
162 00:24:16.510 ⇒ 00:24:28.190 Amber Lin: up here so the scope would be same day request such as same day
163 00:24:29.410 ⇒ 00:24:33.300 Amber Lin: reschedule changes, dead animals, live animals.
164 00:24:33.600 ⇒ 00:24:37.119 Amber Lin: and in this case I guess I can put a note here.
165 00:24:37.230 ⇒ 00:24:38.350 Amber Lin: Note.
166 00:24:40.426 ⇒ 00:24:41.900 Amber Lin: The reason.
167 00:24:42.590 ⇒ 00:24:43.150 JanieceGarcia: Yep.
168 00:24:44.570 ⇒ 00:24:46.430 Amber Lin: Do we need to keep?
169 00:24:46.720 ⇒ 00:24:47.710 Amber Lin: Keep this.
170 00:24:49.740 ⇒ 00:24:51.299 ShannonMartinez: What’s the top? Reset sheet.
171 00:24:51.600 ⇒ 00:24:52.050 Amber Lin: Yeah, I don’t.
172 00:24:52.521 ⇒ 00:24:57.240 Amber Lin: For the top reset sheet is our like rain reset.
173 00:24:57.610 ⇒ 00:25:06.759 JanieceGarcia: Because customers will call and say, Oh, I just want to reschedule because it’s supposed to rain today. Well, we should be going through kind of like our save tactics. We should be going through that.
174 00:25:06.760 ⇒ 00:25:10.440 ShannonMartinez: Can we plug it here? Where? What is? Where is it? And should be able?
175 00:25:10.440 ⇒ 00:25:11.920 ShannonMartinez: Do we put it here.
176 00:25:14.800 ⇒ 00:25:15.300 Amber Lin: Let me.
177 00:25:15.300 ⇒ 00:25:15.820 ShannonMartinez: Something.
178 00:25:15.820 ⇒ 00:25:16.860 Amber Lin: You, Janine.
179 00:25:16.860 ⇒ 00:25:17.980 ShannonMartinez: And regularly.
180 00:25:19.060 ⇒ 00:25:24.149 Amber Lin: To link the top reset sheet here.
181 00:25:24.150 ⇒ 00:25:25.520 ShannonMartinez: And we can, and.
182 00:25:26.106 ⇒ 00:25:34.599 Amber Lin: And then, I I guess, for a note, we just said, we don’t want to directly call the technicians or inspectors, right.
183 00:25:34.600 ⇒ 00:25:41.629 ShannonMartinez: Due to our distracted driver. Policy is the technical name that Bobby used. Distracted driving policy.
184 00:25:42.090 ⇒ 00:25:42.680 Amber Lin: Hmm.
185 00:25:45.040 ⇒ 00:25:47.390 JanieceGarcia: So where do you think where your strength is.
186 00:25:50.510 ⇒ 00:25:55.289 Amber Lin: I guess our response. The Csr responsibilities end here like
187 00:25:55.410 ⇒ 00:26:01.969 Amber Lin: like kind of we just chat them, and then we don’t need to follow up with them after the chat.
188 00:26:02.200 ⇒ 00:26:02.660 JanieceGarcia: Correct.
189 00:26:02.660 ⇒ 00:26:08.209 ShannonMartinez: Becomes the responsibility of the service manager. Tap tapped into the note to follow.
190 00:26:08.210 ⇒ 00:26:09.980 ShannonMartinez: Hmm, and the customer.
191 00:26:13.270 ⇒ 00:26:13.870 JanieceGarcia: Work.
192 00:26:13.870 ⇒ 00:26:15.440 ShannonMartinez: I call it the hot potato.
193 00:26:15.650 ⇒ 00:26:16.860 Amber Lin: Hmm, hmm!
194 00:26:23.060 ⇒ 00:26:29.919 Amber Lin: From then on it will be the service managers.
195 00:26:30.500 ⇒ 00:26:31.620 JanieceGarcia: Responsibility.
196 00:26:31.620 ⇒ 00:26:36.640 Amber Lin: Responsibility? Eli, does this help answer the question?
197 00:26:36.640 ⇒ 00:26:37.410 EloyAguilarJr: Yes.
198 00:26:37.790 ⇒ 00:26:39.210 Amber Lin: Yay. Okay.
199 00:26:39.210 ⇒ 00:26:39.610 EloyAguilarJr: Yeah.
200 00:26:40.096 ⇒ 00:26:41.070 Amber Lin: But then.
201 00:26:41.480 ⇒ 00:26:44.379 ShannonMartinez: I don’t know why, what it’s missing there.
202 00:26:44.380 ⇒ 00:26:46.619 ShannonMartinez: Could we ask Andy to test it?
203 00:26:47.412 ⇒ 00:26:57.010 Amber Lin: I guess. One last question before we test this. Since we said, it’s more than just same day rescheduled. I’m just gonna change this to same day request.
204 00:26:57.190 ⇒ 00:27:04.660 Amber Lin: There you go, and then I think customer calls into office for
205 00:27:07.320 ⇒ 00:27:08.330 Amber Lin: For.
206 00:27:09.290 ⇒ 00:27:09.880 JanieceGarcia: Oh!
207 00:27:09.880 ⇒ 00:27:10.739 Amber Lin: Do this.
208 00:27:10.740 ⇒ 00:27:11.599 JanieceGarcia: There you go. Yep.
209 00:27:11.600 ⇒ 00:27:14.699 JanieceGarcia: Oh, yeah. And then down here, does this still.
210 00:27:15.220 ⇒ 00:27:16.910 Amber Lin: Need to.
211 00:27:20.243 ⇒ 00:27:24.550 JanieceGarcia: Because if we’re able to reschedule the customer right then and there, we want to do that.
212 00:27:26.010 ⇒ 00:27:26.880 Amber Lin: Yes.
213 00:27:26.880 ⇒ 00:27:39.170 ShannonMartinez: The same day. Requests usually are a result of like, I’m we know that the customer is on schedule for today, and they want to move to next week, so we are required to let the cus, the technician, know.
214 00:27:39.560 ⇒ 00:27:44.879 ShannonMartinez: and his service manager. Hey, this person was on your schedule today I am removing it.
215 00:27:47.100 ⇒ 00:27:48.115 JanieceGarcia: Yep, do not go!
216 00:27:48.810 ⇒ 00:27:55.479 ShannonMartinez: Or I’ve added this to your schedule today. This was not there previously, but this is something that I’ve added to you today.
217 00:27:56.310 ⇒ 00:28:02.110 Amber Lin: Okay. So technician inspector. Yep.
218 00:28:02.550 ⇒ 00:28:08.410 Amber Lin: okay. So we still need to get to the customer contact.
219 00:28:09.380 ⇒ 00:28:11.589 JanieceGarcia: We should still have them on the phone.
220 00:28:11.780 ⇒ 00:28:12.200 ShannonMartinez: Yeah.
221 00:28:12.200 ⇒ 00:28:12.960 Amber Lin: This is part of our.
222 00:28:12.960 ⇒ 00:28:16.899 ShannonMartinez: Process of resetting something that happens on today’s schedule.
223 00:28:17.460 ⇒ 00:28:17.860 Amber Lin: Whether.
224 00:28:17.860 ⇒ 00:28:24.519 ShannonMartinez: We’re adding or removing. Yeah, this is to do due diligence to notify the person that’s
225 00:28:24.630 ⇒ 00:28:28.379 ShannonMartinez: scheduled to be there or doesn’t know that they need to go there.
226 00:28:29.409 ⇒ 00:28:29.989 Amber Lin: Okay.
227 00:28:29.990 ⇒ 00:28:35.149 ShannonMartinez: Because we’ve already made that commitment with the customer passing on that notice.
228 00:28:37.025 ⇒ 00:28:37.920 Amber Lin: Okay.
229 00:28:38.410 ⇒ 00:28:38.990 JanieceGarcia: That that.
230 00:28:38.990 ⇒ 00:28:42.950 JanieceGarcia: So I was like, I knew it was pretty much there it was. Just gonna be cleaning it up.
231 00:28:42.950 ⇒ 00:28:47.689 Amber Lin: Yay, okay. So take I took note of that.
232 00:28:48.210 ⇒ 00:28:51.000 Amber Lin: So that’s good.
233 00:28:53.080 ⇒ 00:28:55.690 Amber Lin: Abbreviations.
234 00:28:58.220 ⇒ 00:29:00.579 Amber Lin: Just looking down here.
235 00:29:02.480 ⇒ 00:29:07.419 JanieceGarcia: But a abbreviations, I guess, Eloy, what are.
236 00:29:07.810 ⇒ 00:29:19.290 EloyAguilarJr: A couple of the ones that I saw were towards the bottom. We have a past the past due balance around about the middle of the page.
237 00:29:19.290 ⇒ 00:29:20.150 Amber Lin: Oh! So!
238 00:29:20.150 ⇒ 00:29:21.280 EloyAguilarJr: And then.
239 00:29:21.280 ⇒ 00:29:22.240 Amber Lin: Sorry.
240 00:29:22.240 ⇒ 00:29:24.509 EloyAguilarJr: There are incorrect and and.
241 00:29:24.510 ⇒ 00:29:24.990 ShannonMartinez: Yeah, I know.
242 00:29:24.990 ⇒ 00:29:27.929 EloyAguilarJr: They’re actually duplicate controls. So.
243 00:29:28.520 ⇒ 00:29:30.699 EloyAguilarJr: So they can be removed.
244 00:29:30.700 ⇒ 00:29:31.890 Amber Lin: Oh! Oh! They sure.
245 00:29:31.890 ⇒ 00:29:33.209 JanieceGarcia: We are, yeah, where?
246 00:29:33.210 ⇒ 00:29:34.550 Amber Lin: Where are they?
247 00:29:34.550 ⇒ 00:29:41.589 EloyAguilarJr: In the middle of the page, a little bit further up, further up, further up, right there, right there.
248 00:29:41.830 ⇒ 00:29:42.679 Amber Lin: Oh, shut up!
249 00:29:42.680 ⇒ 00:29:43.320 JanieceGarcia: Right there.
250 00:29:44.834 ⇒ 00:29:45.592 Amber Lin: Okay.
251 00:29:48.040 ⇒ 00:29:48.730 EloyAguilarJr: And the other
252 00:29:48.730 ⇒ 00:29:53.679 EloyAguilarJr: the other one. The other one, I guess, needs to be there the the parts per 1 million.
253 00:29:54.180 ⇒ 00:29:56.839 EloyAguilarJr: but that one was, I guess also.
254 00:29:57.120 ⇒ 00:30:01.589 EloyAguilarJr: parts per 1 million was also it’s already.
255 00:30:01.590 ⇒ 00:30:03.450 Amber Lin: Yeah, yeah, I found it.
256 00:30:03.450 ⇒ 00:30:03.790 EloyAguilarJr: Okay.
257 00:30:03.790 ⇒ 00:30:07.209 Amber Lin: Duplicate in the got rid of that
258 00:30:09.520 ⇒ 00:30:25.259 Joi McBrayer: Also say, just to add, for ones that I have noticed, that do have additional meanings. First, st Eom is typically used for every other month more than end of month for us. And so when I’m referring to Eom, I usually am referring to every other month instead of end of month.
259 00:30:25.260 ⇒ 00:30:26.610 EloyAguilarJr: Yeah. Every other month.
260 00:30:26.930 ⇒ 00:30:28.003 Amber Lin: Oh, great
261 00:30:30.410 ⇒ 00:30:30.930 JanieceGarcia: Up.
262 00:30:31.640 ⇒ 00:30:37.830 Amber Lin: That’s awesome instead of end of month. Okay?
263 00:30:38.710 ⇒ 00:30:44.910 Amber Lin: Credit card on file, credit card on file, easy pay.
264 00:30:45.340 ⇒ 00:30:57.010 EloyAguilarJr: No, I don’t know. I don’t know if it makes any difference or not, but there’s essay for San Antonio. There’s Atx for Austin. There’s also.
265 00:30:57.010 ⇒ 00:30:57.770 JanieceGarcia: They’re all there.
266 00:30:57.980 ⇒ 00:31:02.929 EloyAguilarJr: All there except Porpoise is not there, and Rtv. Is not there.
267 00:31:03.400 ⇒ 00:31:03.990 JanieceGarcia: Yep.
268 00:31:03.990 ⇒ 00:31:05.100 ShannonMartinez: See hmm.
269 00:31:05.100 ⇒ 00:31:14.389 EloyAguilarJr: So I don’t know I don’t know what, since CC. Is already used for credit card, I’m not sure what y’all would want to use for for corpus.
270 00:31:14.990 ⇒ 00:31:20.870 ShannonMartinez: The same thing for every other month, like we hear Eom on the service side a lot, but, like.
271 00:31:21.740 ⇒ 00:31:22.680 JanieceGarcia: Billing, side.
272 00:31:22.680 ⇒ 00:31:27.879 ShannonMartinez: To the billing side, where it’s eom end of month. So it’s kind of the same thing.
273 00:31:28.230 ⇒ 00:31:32.500 Amber Lin: So for billing. When it says an eom, it means end of month.
274 00:31:33.300 ⇒ 00:31:45.540 Amber Lin: Okay, I’m just gonna note that down. When Eom, when used, related to questions, end of month.
275 00:31:45.540 ⇒ 00:31:45.860 ShannonMartinez: Yes.
276 00:31:45.860 ⇒ 00:31:51.649 Amber Lin: That’s okay. I mean, this is not to define what we’re going to be using. This is just to explain, like.
277 00:31:51.650 ⇒ 00:31:52.530 EloyAguilarJr: Right, right.
278 00:31:52.530 ⇒ 00:31:56.070 Amber Lin: Things that people might type in like. We got this the other day.
279 00:31:56.190 ⇒ 00:32:04.969 Amber Lin: and I think Andy had no clue what Cvcs Svcs meant, and I was like, Oh, it’s services. Okay.
280 00:32:06.200 ⇒ 00:32:12.900 Joi McBrayer: I would also say, BC. Is under Belton, as of now, and that’s traditionally Bell County for us also.
281 00:32:12.900 ⇒ 00:32:13.860 Amber Lin: Oh, okay.
282 00:32:13.860 ⇒ 00:32:14.490 Joi McBrayer: Yeah.
283 00:32:14.890 ⇒ 00:32:18.660 Amber Lin: About how many I’m gonna move
284 00:32:18.850 ⇒ 00:32:23.590 Amber Lin: the locations. Let’s call a station. I’m gonna move them together.
285 00:32:23.770 ⇒ 00:32:25.640 JanieceGarcia: Appreciation.
286 00:32:25.640 ⇒ 00:32:28.560 ShannonMartinez: It would be appropriate to put Kim free down there as well, since.
287 00:32:28.820 ⇒ 00:32:29.360 JanieceGarcia: Yep.
288 00:32:29.590 ⇒ 00:32:31.030 Amber Lin: We’re okay.
289 00:32:35.320 ⇒ 00:32:43.249 JanieceGarcia: Perfect, and then, if you could add CC. For Corpus, and then Rgv. For Rio Grande Valley.
290 00:32:45.840 ⇒ 00:32:48.049 Amber Lin: I do not know how to spell that.
291 00:32:48.050 ⇒ 00:32:49.150 JanieceGarcia: RIO.
292 00:32:49.150 ⇒ 00:32:50.500 EloyAguilarJr: Real brandy.
293 00:32:50.500 ⇒ 00:32:50.970 Amber Lin: Oh!
294 00:32:50.970 ⇒ 00:32:52.230 JanieceGarcia: And then yep. Valley.
295 00:32:52.230 ⇒ 00:32:53.320 JanieceGarcia: Okay. Yep.
296 00:32:53.530 ⇒ 00:32:54.390 Amber Lin: Yay!
297 00:32:54.740 ⇒ 00:32:59.570 JanieceGarcia: Do corpus corpus Christi, H.
298 00:32:59.830 ⇒ 00:33:01.580 JanieceGarcia: CHRI.
299 00:33:05.330 ⇒ 00:33:05.960 JanieceGarcia: Perfect.
300 00:33:05.960 ⇒ 00:33:10.910 ShannonMartinez: ISTI, and then corpus is CORP. US.
301 00:33:12.115 ⇒ 00:33:12.970 Amber Lin: Okay.
302 00:33:13.610 ⇒ 00:33:18.260 ShannonMartinez: From detective instead of P. It’s a t, as in Tom.
303 00:33:18.570 ⇒ 00:33:19.270 JanieceGarcia: Oh yes!
304 00:33:20.695 ⇒ 00:33:21.310 Amber Lin: Okay.
305 00:33:21.310 ⇒ 00:33:21.950 JanieceGarcia: There you go!
306 00:33:21.950 ⇒ 00:33:31.119 Amber Lin: Great anything that comes up next time that Andy doesn’t recognize. We’ll put it in there. Let me go check
307 00:33:31.710 ⇒ 00:33:36.180 Amber Lin: real quick. What we just did and how to
308 00:33:36.750 ⇒ 00:33:40.000 Amber Lin: wait, how to improve that. Where is it?
309 00:33:41.045 ⇒ 00:33:41.760 Amber Lin: Okay.
310 00:33:41.960 ⇒ 00:33:49.380 Amber Lin: How so? I guess we would be asking, Andy, How
311 00:33:49.900 ⇒ 00:34:00.560 Amber Lin: what do I do? If I need to call contact a inspect, turn.
312 00:34:01.960 ⇒ 00:34:02.770 JanieceGarcia: Same day.
313 00:34:02.940 ⇒ 00:34:04.660 Amber Lin: Oh, no! Oh, oops!
314 00:34:05.020 ⇒ 00:34:06.320 JanieceGarcia: We’ll see what comes around.
315 00:34:06.630 ⇒ 00:34:17.329 ShannonMartinez: Something same day. Request is probably something we need to have a different definition, as because it’s kind of like internal jargon for something that has. It’s on today’s schedule.
316 00:34:17.540 ⇒ 00:34:18.060 ShannonMartinez: you know.
317 00:34:18.100 ⇒ 00:34:18.830 Amber Lin: Hmm!
318 00:34:19.360 ⇒ 00:34:24.010 Amber Lin: So generally, if we need to contact the inspector like.
319 00:34:25.100 ⇒ 00:34:26.630 ShannonMartinez: It’s a different process. It’s.
320 00:34:26.639 ⇒ 00:34:27.619 Amber Lin: Oh, okay.
321 00:34:27.620 ⇒ 00:34:30.640 ShannonMartinez: Only specific to when it’s the day of.
322 00:34:32.499 ⇒ 00:34:36.199 JanieceGarcia: Because other than that, we would definitely probably email them.
323 00:34:36.350 ⇒ 00:34:37.650 Amber Lin: Hmm. Okay,
324 00:34:39.739 ⇒ 00:34:42.569 JanieceGarcia: Availability, communicate urgency.
325 00:34:42.730 ⇒ 00:34:46.610 Amber Lin: Wait. I don’t know if that makes sense.
326 00:34:46.610 ⇒ 00:34:47.440 JanieceGarcia: Nope.
327 00:34:47.440 ⇒ 00:34:48.420 Joi McBrayer: Yeah.
328 00:34:48.650 ⇒ 00:34:51.820 Amber Lin: Not right same day.
329 00:34:52.230 ⇒ 00:35:04.919 Joi McBrayer: I did ask a couple of minutes ago, and I I put, how do I contact the technician, do? The same day scheduling? And I got that contact dispatch. It’s a check technician availability contact dispatch and then communicate with the customer where the 3 steps.
330 00:35:04.920 ⇒ 00:35:05.530 Amber Lin: Hmm.
331 00:35:05.530 ⇒ 00:35:07.520 Joi McBrayer: Back for Andy.
332 00:35:10.120 ⇒ 00:35:15.819 Amber Lin: Hmm! Oh, wait so joy! Joy! You said! Did it correspond to the new one?
333 00:35:16.540 ⇒ 00:35:17.060 JanieceGarcia: Yeah.
334 00:35:17.060 ⇒ 00:35:17.940 Amber Lin: Oh, yeah.
335 00:35:17.940 ⇒ 00:35:25.229 Joi McBrayer: It’s still at notifying the contact dispatch and check availability. I might ask again now to see.
336 00:35:26.350 ⇒ 00:35:27.010 Amber Lin: Okay.
337 00:35:27.120 ⇒ 00:35:28.480 Amber Lin: Let’s see.
338 00:35:32.210 ⇒ 00:35:34.240 Joi McBrayer: Yeah, it’s the same thing.
339 00:35:35.410 ⇒ 00:35:36.064 Joi McBrayer: Okay?
340 00:35:37.423 ⇒ 00:35:38.830 Amber Lin: Process for.
341 00:35:39.340 ⇒ 00:35:40.240 Amber Lin: Okay?
342 00:35:42.640 ⇒ 00:35:59.050 Amber Lin: I mean, if it’s something that is in the central, Doc is not responding like it’s I will take note of that, and I’ll ask it to the team, and then like, they will go change the prompting. And how Andy takes those informations. And and
343 00:35:59.420 ⇒ 00:36:02.290 Amber Lin: so that’s something that I will ask the team.
344 00:36:04.770 ⇒ 00:36:07.029 Amber Lin: So that was the 1st one
345 00:36:07.561 ⇒ 00:36:11.900 Amber Lin: and then, I guess as we work through these, we’ll add hyperlinks
346 00:36:12.020 ⇒ 00:36:15.690 Amber Lin: to these things that comes up.
347 00:36:16.935 ⇒ 00:36:17.450 JanieceGarcia: Oh.
348 00:36:17.450 ⇒ 00:36:18.370 Amber Lin: Oh, okay.
349 00:36:20.640 ⇒ 00:36:22.500 JanieceGarcia: Okay. Okay.
350 00:36:22.780 ⇒ 00:36:25.379 Amber Lin: Okay, it says, do not call the technician.
351 00:36:26.972 ⇒ 00:36:28.570 Amber Lin: Okay, that’s good.
352 00:36:28.570 ⇒ 00:36:30.740 JanieceGarcia: So it just needed some time to update. I guess.
353 00:36:30.740 ⇒ 00:36:37.258 Amber Lin: Yeah, I think so. Cause the 1st one that it came in. It came in like 2 seconds. I was like, there’s something wrong.
354 00:36:37.530 ⇒ 00:36:38.290 JanieceGarcia: Yeah.
355 00:36:38.760 ⇒ 00:36:39.789 Amber Lin: Okay, this is good.
356 00:36:39.790 ⇒ 00:36:41.100 JanieceGarcia: Well, that makes sense, then.
357 00:36:41.390 ⇒ 00:36:42.120 Amber Lin: Yay!
358 00:36:42.520 ⇒ 00:37:05.959 Joi McBrayer: I might put in the word also, like scheduling request same day scheduling, or something with scheduling in there. Just thinking future. If I’m in a situation where I need this information. A request isn’t the 1st word that’s gonna come to my mind because I need to get this on schedule. So maybe some kind of terminology for the Csrs to know like this is referring to a scheduling and putting it on schedule more than just
359 00:37:06.360 ⇒ 00:37:07.340 Joi McBrayer: requesting an appointment
360 00:37:08.240 ⇒ 00:37:15.219 ShannonMartinez: Rescheduling, but it could be in adding to the schedule. So I think scheduling is appropriate. Thank you, joy.
361 00:37:15.220 ⇒ 00:37:16.150 Amber Lin: Yeah, no. Problem, change.
362 00:37:16.150 ⇒ 00:37:21.150 JanieceGarcia: Changes, such as adding, removing, adjusting.
363 00:37:21.740 ⇒ 00:37:22.550 Amber Lin: Yay!
364 00:37:22.550 ⇒ 00:37:24.419 JanieceGarcia: I like that? Yeah, perfect.
365 00:37:24.420 ⇒ 00:37:25.590 Amber Lin: Yay, awesome.
366 00:37:26.160 ⇒ 00:37:31.230 Amber Lin: Okay. Thank you, Eloy, for pointing that out. I think that was pretty good.
367 00:37:31.230 ⇒ 00:37:31.850 ShannonMartinez: Oh!
368 00:37:32.270 ⇒ 00:37:32.690 EloyAguilarJr: You.
369 00:37:33.140 ⇒ 00:37:34.380 JanieceGarcia: Good job guys guys.
370 00:37:35.000 ⇒ 00:37:37.210 Amber Lin: And we’re really productive. And then.
371 00:37:37.420 ⇒ 00:37:42.249 JanieceGarcia: The directory. That’s gonna be more, Mariah, that’s updating the directory.
372 00:37:43.610 ⇒ 00:37:46.929 Amber Lin: It’s right. Right. Here is the directory.
373 00:37:47.840 ⇒ 00:37:52.419 Amber Lin: But it’s only I don’t know if this is good enough.
374 00:37:53.370 ⇒ 00:37:54.439 ShannonMartinez: Yeah, it’s.
375 00:37:55.760 ⇒ 00:38:04.816 Amber Lin: There’s the spreadsheet for the overall, like broader directory. There’s nothing I can do for that one.
376 00:38:05.620 ⇒ 00:38:07.630 ShannonMartinez: Could we add the hyperlink.
377 00:38:08.410 ⇒ 00:38:12.480 Amber Lin: Okay, we’ll do pest directory.
378 00:38:14.870 ⇒ 00:38:18.740 Amber Lin: Link 2 spreadsheet.
379 00:38:21.380 ⇒ 00:38:30.659 Joi McBrayer: And so in adding that link with this, now give Andy access to pull those phone numbers directly and answer with the phone numbers. Or is it just referring us.
380 00:38:31.059 ⇒ 00:38:45.050 Amber Lin: They will give no cause in order for it to answer with the contents. We’ll have to put this into Andy’s context, which we can totally do. It just might take a lot of
381 00:38:45.420 ⇒ 00:38:46.166 Amber Lin: it just.
382 00:38:46.540 ⇒ 00:38:52.549 ShannonMartinez: And really we should be encouraging our people to use paylocity, because that is the most updated.
383 00:38:52.680 ⇒ 00:39:00.309 JanieceGarcia: We should. And that’s why I always point. I definitely always point you guys in basic week to paylocity on the people
384 00:39:00.560 ⇒ 00:39:01.470 JanieceGarcia: always always.
385 00:39:03.490 ⇒ 00:39:04.360 Joi McBrayer: Okay.
386 00:39:04.360 ⇒ 00:39:07.643 EloyAguilarJr: That’s not new for me.
387 00:39:10.340 ⇒ 00:39:10.900 Amber Lin: Okay.
388 00:39:10.930 ⇒ 00:39:11.740 Joi McBrayer: Hmm.
389 00:39:14.130 ⇒ 00:39:15.000 Amber Lin: Check
390 00:39:18.010 ⇒ 00:39:24.299 Amber Lin: this spreadsheet for people directly.
391 00:39:24.300 ⇒ 00:39:32.070 ShannonMartinez: Travel sorry, transpose those, and have paylocity be the priority, and then this Press directory to be the secondary.
392 00:39:33.400 ⇒ 00:39:36.320 ShannonMartinez: Because when somebody is no longer here.
393 00:39:37.550 ⇒ 00:39:40.190 Amber Lin: You won’t find them in paylocity.
394 00:39:41.480 ⇒ 00:39:45.010 ShannonMartinez: And when somebody is added in through their scf forms.
395 00:39:46.025 ⇒ 00:39:47.909 JanieceGarcia: You’re gonna find them right away. And then.
396 00:39:49.930 ⇒ 00:39:52.810 ShannonMartinez: Versus the manual update on the Directory.
397 00:39:53.915 ⇒ 00:39:59.199 Amber Lin: Okay, let’s see what it says.
398 00:40:02.320 ⇒ 00:40:11.323 Amber Lin: How do I check the People Directory question Mark?
399 00:40:13.450 ⇒ 00:40:16.769 Amber Lin: Because I asked my, I asked my team to
400 00:40:17.110 ⇒ 00:40:30.790 Amber Lin: be able to return like links in Andy’s response. So I think, Joy, you were the one who brought this up. So I was asking the team to like return this in his
401 00:40:30.920 ⇒ 00:40:33.370 Amber Lin: and Andy’s response as well. So
402 00:40:33.780 ⇒ 00:40:44.320 Amber Lin: it should be able to return the URL. And if I included the whole URL, it should be clickable. So that’s what there we go.
403 00:40:44.320 ⇒ 00:40:45.320 Joi McBrayer: Perfect. Okay.
404 00:40:45.320 ⇒ 00:40:45.850 Amber Lin: Yeah.
405 00:40:46.480 ⇒ 00:40:47.150 JanieceGarcia: I love that.
406 00:40:47.889 ⇒ 00:40:52.110 Amber Lin: So nice. I’m gonna send this also over here.
407 00:40:52.480 ⇒ 00:40:54.150 ShannonMartinez: Celebrate wins today.
408 00:40:54.150 ⇒ 00:40:55.010 Amber Lin: Yeah.
409 00:40:59.955 ⇒ 00:41:06.149 Amber Lin: Specifying the process of same day.
410 00:41:06.520 ⇒ 00:41:16.409 Amber Lin: Scheduling changes and not calling the inspector tech.
411 00:41:17.380 ⇒ 00:41:27.870 Amber Lin: Okay, the second one and the response shows. URL,
412 00:41:28.270 ⇒ 00:41:35.540 Amber Lin: yeah, yeah. And then, if we have any more Urls, we’ll just include it. And I and I think it will. It will show up.
413 00:41:35.790 ⇒ 00:41:36.320 Amber Lin: So.
414 00:41:36.320 ⇒ 00:41:36.990 Joi McBrayer: After that.
415 00:41:36.990 ⇒ 00:41:40.840 Amber Lin: That’s the directory question. That’s great.
416 00:41:42.071 ⇒ 00:41:50.570 Amber Lin: Abbreviations. We talked about it. Okay, joy and Noah, what? What feedback do you have.
417 00:41:50.620 ⇒ 00:41:53.820 Joi McBrayer: You guys kinda already started getting to mine, which was the URL
418 00:41:55.018 ⇒ 00:42:09.979 Joi McBrayer: mainly for me. It it’s more about optimization. When responding to customers. And so what I’ve really tried to work on today was what kind of templates it gives back in feedback. So I asked, like, what’s the template for escalation emails. What’s the template.
419 00:42:09.980 ⇒ 00:42:10.780 Amber Lin: Simply, for.
420 00:42:10.780 ⇒ 00:42:14.370 Joi McBrayer: Follow up emails like when I’m meeting that click correspondence, and.
421 00:42:14.370 ⇒ 00:42:14.820 Amber Lin: Yeah.
422 00:42:14.820 ⇒ 00:42:18.270 Joi McBrayer: Biggest things when it comes to one call. Resolution for me is, Oh, my God!
423 00:42:18.270 ⇒ 00:42:30.759 Joi McBrayer: Make sure I’m delivering the outcomes for customers who need things via email. And so my URL question started was prompted when I had several influx of customers. Ask, well, how do I get to the customer portal. Can you send me an email.
424 00:42:30.760 ⇒ 00:42:32.270 Amber Lin: Step by step, on.
425 00:42:32.270 ⇒ 00:42:58.579 Joi McBrayer: How I get there, and what’s the link? And XY and Z. And so when I did ask Andy itself, it was able to give me that template of like go to, it’ll say, like log into X email address, or like X website. And then it walks through the rest of the process, but being able to already have that link in there and then all I’m needing to do is copy and paste. Put it in the email and keep going to my next call would really help me a lot. And so.
426 00:42:59.150 ⇒ 00:42:59.650 Amber Lin: Excellent.
427 00:42:59.650 ⇒ 00:43:02.229 Joi McBrayer: Like, we’re already kind of like making those ground waves. But.
428 00:43:02.230 ⇒ 00:43:02.780 Amber Lin: Oh, just.
429 00:43:02.780 ⇒ 00:43:13.000 Joi McBrayer: Being able to streamline email links and things of that nature that we do need to get to the customer instead of having to embed it and send it myself. That would really help a lot as well.
430 00:43:13.280 ⇒ 00:43:15.770 Amber Lin: Okay, so this one
431 00:43:16.500 ⇒ 00:43:24.079 Amber Lin: awesome. So we add, is there a more specific link for the customer portal? This is just the ABC website.
432 00:43:25.250 ⇒ 00:43:34.830 Amber Lin: Can you add the like cause? I know it could be like a login place instead of just a general website like, I, I don’t
433 00:43:35.200 ⇒ 00:43:41.320 Amber Lin: like, do they log in here? No where they would.
434 00:43:41.320 ⇒ 00:43:50.830 Joi McBrayer: It is on the main ABC website. But it’s gonna be under customer center. And then from there it’s under customer login.
435 00:43:50.830 ⇒ 00:43:53.399 Amber Lin: And so I don’t know where.
436 00:43:53.400 ⇒ 00:43:56.669 Joi McBrayer: Location. So select any select any city first.st
437 00:43:57.160 ⇒ 00:43:57.590 Amber Lin: Austin.
438 00:43:58.060 ⇒ 00:44:01.609 Joi McBrayer: Yeah, any of them are fine and then under customer center.
439 00:44:02.820 ⇒ 00:44:23.720 Joi McBrayer: And then under that login that’s gonna be the direct link that takes them to where they can either create an account or log. In what I did find also is the step by step, for Andy gives 2 separate places to create an account versus login, where, as you can see here, it’s the same button and they click that. And they put in an email. And then they create, either create a password or enter their password, and so
440 00:44:24.040 ⇒ 00:44:31.310 Joi McBrayer: streamline that step by step, so that it also delineate like differentiates those steps as well, that would help me a lot. Also.
441 00:44:31.660 ⇒ 00:44:37.499 Amber Lin: Okay. So customer portals, I’m going to copy this link. I’m going to go back to the Central doc.
442 00:44:37.620 ⇒ 00:44:41.860 Amber Lin: So I’m gonna replace that with this first.st
443 00:44:42.730 ⇒ 00:44:49.400 Amber Lin: So does it doesn’t. It doesn’t matter if it’s Austin right, it will just take people to wherever that is.
444 00:44:49.400 ⇒ 00:44:52.670 ShannonMartinez: Wherever they need. Yeah, okay, that page. Yes, that’s accurate.
445 00:44:53.400 ⇒ 00:45:00.789 Amber Lin: Okay, where is okay, let me go to create account. So I’m gonna go.
446 00:45:00.790 ⇒ 00:45:03.309 Joi McBrayer: Doubles for Kim free as well. So it’ll be the same
447 00:45:03.640 ⇒ 00:45:05.499 Joi McBrayer: for ABC. As well as Kim free.
448 00:45:05.500 ⇒ 00:45:07.369 Amber Lin: I see. Okay. So.
449 00:45:07.370 ⇒ 00:45:08.399 JanieceGarcia: Their own, one.
450 00:45:09.140 ⇒ 00:45:10.070 Amber Lin: Oh! What!
451 00:45:10.500 ⇒ 00:45:13.630 ShannonMartinez: They do because it requires a separate email address.
452 00:45:13.900 ⇒ 00:45:14.750 Amber Lin: Oh!
453 00:45:15.180 ⇒ 00:45:16.220 JanieceGarcia: Okay.
454 00:45:16.220 ⇒ 00:45:16.820 ShannonMartinez: Customer.
455 00:45:16.820 ⇒ 00:45:21.369 Joi McBrayer: Oh, so it’s a different link. Let me.
456 00:45:21.370 ⇒ 00:45:30.570 Amber Lin: Okay? So if it’s I’m gonna type in here. If it’s an ABC customer.
457 00:45:31.320 ⇒ 00:45:35.580 Amber Lin: okay? And then can you send the chem free link in our chat?
458 00:45:35.580 ⇒ 00:45:36.110 JanieceGarcia: Yeah.
459 00:45:36.650 ⇒ 00:45:43.330 Amber Lin: If it’s a chem free customer log in
460 00:45:48.830 ⇒ 00:45:50.050 Amber Lin: with.
461 00:45:55.707 ⇒ 00:46:07.150 ShannonMartinez: Denise, did you? Because I know that you and Yvette primarily worked on save tactics for cancellations? While the other divisions worked on theirs.
462 00:46:07.481 ⇒ 00:46:14.118 JanieceGarcia: I did not work on. I was not a part of your save tactics. I think she was working on
463 00:46:16.490 ⇒ 00:46:22.360 Amber Lin: What was the question? I I have added tactics, cancellations.
464 00:46:22.360 ⇒ 00:46:23.150 ShannonMartinez: Yeah.
465 00:46:23.150 ⇒ 00:46:23.710 JanieceGarcia: Yep.
466 00:46:25.380 ⇒ 00:46:29.688 Amber Lin: Yeah, it’s in. It will be under cancellations in the Central Doc Shannon.
467 00:46:30.529 ⇒ 00:46:34.819 Amber Lin: Who has the link? Let me just add that real quick.
468 00:46:34.820 ⇒ 00:46:36.040 JanieceGarcia: Put it in our chat.
469 00:46:36.040 ⇒ 00:46:37.010 Amber Lin: Oh, okay.
470 00:46:37.010 ⇒ 00:46:37.849 JanieceGarcia: We’re chatting here.
471 00:46:37.850 ⇒ 00:46:38.750 Joi McBrayer: Resume.
472 00:46:38.750 ⇒ 00:46:41.319 JanieceGarcia: Oh, okay, can free log in.
473 00:46:41.970 ⇒ 00:46:42.930 Amber Lin: Awesome.
474 00:46:45.810 ⇒ 00:46:51.299 Amber Lin: What was the other 1? 0, create account. So I’m gonna go up here, I think, under account
475 00:46:52.110 ⇒ 00:46:53.830 Amber Lin: or account management.
476 00:46:56.590 ⇒ 00:46:58.700 Amber Lin: Through. Wanna say.
477 00:46:58.990 ⇒ 00:47:02.740 JanieceGarcia: And that’s create. That’s creating an actual account through evolve. That’s not.
478 00:47:02.740 ⇒ 00:47:03.230 Amber Lin: Oh!
479 00:47:03.230 ⇒ 00:47:04.190 JanieceGarcia: Creating their portal.
480 00:47:04.190 ⇒ 00:47:04.770 Joi McBrayer: Zoom, reporter.
481 00:47:04.770 ⇒ 00:47:13.540 Amber Lin: A new involve account. Okay? So I’m gonna go back to customer portal and say, if they don’t have an account to create
482 00:47:14.370 ⇒ 00:47:18.360 Amber Lin: it through there log in wait. Where is.
483 00:47:18.360 ⇒ 00:47:26.590 ShannonMartinez: So the htp, ttp, look, so similar are they? How are they different, Lucy?
484 00:47:26.790 ⇒ 00:47:28.829 ShannonMartinez: Oh, the.
485 00:47:32.100 ⇒ 00:47:33.090 JanieceGarcia: Hold on!
486 00:47:33.090 ⇒ 00:47:34.500 ShannonMartinez: Oh, no! Wait a minute.
487 00:47:40.120 ⇒ 00:47:42.090 JanieceGarcia: Their customer portals.
488 00:47:42.280 ⇒ 00:47:50.800 JanieceGarcia: No, yeah, because customer accounts and customer portals 2 different things.
489 00:47:51.550 ⇒ 00:47:52.300 Amber Lin: Okay.
490 00:47:52.480 ⇒ 00:47:53.279 Amber Lin: Oh, no one says.
491 00:47:53.280 ⇒ 00:47:57.540 JanieceGarcia: The website for them. Customer accounts are going to be evolved for us.
492 00:47:58.210 ⇒ 00:47:58.770 Amber Lin: Hmm.
493 00:47:58.970 ⇒ 00:48:02.470 Amber Lin: Okay, let’s see.
494 00:48:02.860 ⇒ 00:48:04.320 Amber Lin: Oh, wrong chat.
495 00:48:05.170 ⇒ 00:48:10.939 Amber Lin: How do I, joy? What was the question that we should ask.
496 00:48:11.330 ⇒ 00:48:16.450 JanieceGarcia: What is the link to give a customer to go to their portal?
497 00:48:16.790 ⇒ 00:48:17.430 JanieceGarcia: Okay.
498 00:48:17.470 ⇒ 00:48:19.960 Joi McBrayer: I asked it to drive me a template last time I was like, can you.
499 00:48:19.960 ⇒ 00:48:20.430 Amber Lin: Oh!
500 00:48:20.430 ⇒ 00:48:24.999 Joi McBrayer: By step, template on how to walk them through it. And then that’s what I email over.
501 00:48:25.420 ⇒ 00:48:34.929 Amber Lin: It to walk customer through good how to access customer portal.
502 00:48:37.010 ⇒ 00:48:41.019 Amber Lin: We could just put the template in the Central Doc.
503 00:48:42.490 ⇒ 00:48:44.010 Amber Lin: I think.
504 00:48:45.382 ⇒ 00:48:48.720 Amber Lin: I think this is draft.
505 00:48:50.210 ⇒ 00:48:52.330 Amber Lin: Okay, draft
506 00:48:52.580 ⇒ 00:49:09.060 Amber Lin: cause the thing is we cause we just made some changes so that it returns the other templates. So actually, all the time we put all the templates in a spreadsheet, so that, like you can say, cancellation template, and they’ll grab that and
507 00:49:09.170 ⇒ 00:49:10.490 Amber Lin: put it back.
508 00:49:10.850 ⇒ 00:49:13.689 Amber Lin: Yeah, this is a like, is this?
509 00:49:14.635 ⇒ 00:49:20.810 Amber Lin: Why is it not returning the URL? Oh, because they Andy drafted it. That’s so silly.
510 00:49:23.360 ⇒ 00:49:28.370 Amber Lin: Include the URL Link. Let’s see if it does anything.
511 00:49:31.840 ⇒ 00:49:33.319 Amber Lin: Central dock.
512 00:49:37.820 ⇒ 00:49:38.185 Joi McBrayer: Okay.
513 00:49:40.310 ⇒ 00:49:42.410 Amber Lin: Email template
514 00:49:46.620 ⇒ 00:49:47.420 Amber Lin: 2,
515 00:49:53.790 ⇒ 00:49:54.250 Amber Lin: because.
516 00:49:54.250 ⇒ 00:49:56.840 ShannonMartinez: Under step. One, it says in.
517 00:49:57.760 ⇒ 00:49:59.300 Amber Lin: Yeah.
518 00:50:03.550 ⇒ 00:50:04.510 Amber Lin: see?
519 00:50:04.740 ⇒ 00:50:05.690 ShannonMartinez: Can you plug the.
520 00:50:05.690 ⇒ 00:50:08.040 Amber Lin: Oh, silly, silly, Andy!
521 00:50:08.040 ⇒ 00:50:08.679 ShannonMartinez: We’re into.
522 00:50:08.680 ⇒ 00:50:11.919 Amber Lin: Yeah, let me let me edit that.
523 00:50:23.230 ⇒ 00:50:26.060 ShannonMartinez: And I would put 4 ABC customers.
524 00:50:27.070 ⇒ 00:50:28.130 ShannonMartinez: If you are.
525 00:50:29.900 ⇒ 00:50:31.999 ShannonMartinez: Yeah, it just sounds more formal when you’re.
526 00:50:33.630 ⇒ 00:50:34.750 Amber Lin: I agree.
527 00:50:35.070 ⇒ 00:50:37.730 Joi McBrayer: Like. Only if this pertains to you.
528 00:50:39.220 ⇒ 00:50:39.935 JanieceGarcia: Right.
529 00:50:50.810 ⇒ 00:50:53.000 Amber Lin: Okay? Let’s see.
530 00:50:53.840 ⇒ 00:50:54.910 Amber Lin: Okay,
531 00:50:56.730 ⇒ 00:51:00.440 Amber Lin: Customer portal instructions.
532 00:51:08.960 ⇒ 00:51:11.929 JanieceGarcia: Yay, there we go!
533 00:51:12.450 ⇒ 00:51:14.570 Amber Lin: Where is the chem? Free one?
534 00:51:14.940 ⇒ 00:51:15.970 Amber Lin: No.
535 00:51:15.970 ⇒ 00:51:16.430 JanieceGarcia: Oh!
536 00:51:16.430 ⇒ 00:51:18.180 Joi McBrayer: They’re both there.
537 00:51:18.180 ⇒ 00:51:20.040 JanieceGarcia: It’s no, it’s 2.
538 00:51:22.880 ⇒ 00:51:23.940 Joi McBrayer: Hmm.
539 00:51:27.840 ⇒ 00:51:28.570 Joi McBrayer: yeah.
540 00:51:32.270 ⇒ 00:51:34.050 Amber Lin: Alright! Let me check.
541 00:51:34.620 ⇒ 00:51:41.219 ShannonMartinez: Just if you’ll add an S where it says for chem free customers on the back. Just so it mirrors where
542 00:51:41.220 ⇒ 00:51:41.810 ShannonMartinez: uniform.
543 00:51:41.810 ⇒ 00:51:45.219 ShannonMartinez: Yeah, there’s no S. On the end of customer on Kemphrey.
544 00:51:50.050 ⇒ 00:51:51.350 Amber Lin: Does it work?
545 00:51:52.350 ⇒ 00:51:53.830 Amber Lin: Okay, that works
546 00:52:00.750 ⇒ 00:52:01.620 Joi McBrayer: Okay.
547 00:52:02.490 ⇒ 00:52:04.150 Amber Lin: So.
548 00:52:05.330 ⇒ 00:52:12.820 Joi McBrayer: I tried it on my side. I just put in customer portal instructions. It gave Kim free and ABC. But it.
549 00:52:12.820 ⇒ 00:52:13.340 Amber Lin: Oh!
550 00:52:13.890 ⇒ 00:52:29.370 Joi McBrayer: Like it says, visit website, portal, and then it has for the ABC. Customers create and login for Kim. Free customers. All I put in, though, is customer portal instructions, too. And so it looks like it. It is. It’s flowing now. It just doubles up both links. But it does have the links
551 00:52:34.830 ⇒ 00:52:39.570 Joi McBrayer: instructions. That’s perfect. No, I could copy and paste that.
552 00:52:39.570 ⇒ 00:52:46.946 Amber Lin: Okay, okay, awesome. Well, we’ll we’ll see. I’ll ask the team to include this in a template.
553 00:52:47.760 ⇒ 00:52:53.560 Amber Lin: at Brain Forge include and template.
554 00:52:55.320 ⇒ 00:53:03.459 Amber Lin: I think that will make it even better. So let me record that that we that we did that
555 00:53:05.770 ⇒ 00:53:10.009 Amber Lin: joy. Do you want to send a screenshot of that in the in our feedback channel.
556 00:53:10.250 ⇒ 00:53:11.120 Joi McBrayer: Yeah.
557 00:53:11.120 ⇒ 00:53:12.310 Amber Lin: Yay, okay.
558 00:53:12.870 ⇒ 00:53:16.140 Amber Lin: So I’m going to break down that we did this.
559 00:53:26.800 ⇒ 00:53:33.540 Amber Lin: okay, what are some other things that we can do.
560 00:53:34.720 ⇒ 00:53:49.489 Joi McBrayer: My only other thing personally, and this one is, it’s kind of a a longer undertaking, I would say, is beginning where the hyperlinks are. Is it like we’ve talked about? It’s a lot and it’s a lot to have to look through and try and manage through.
561 00:53:49.490 ⇒ 00:53:50.000 Amber Lin: We would be.
562 00:53:50.000 ⇒ 00:54:04.040 Joi McBrayer: The breakup fonting color. I know in our huddle. Last week Shannon brought the brilliant idea up of color, coding them the same way. Our tickets are color coded so like termite could be green. Rodent and reproduction.
563 00:54:04.040 ⇒ 00:54:04.519 Joi McBrayer: isn’t it?
564 00:54:04.520 ⇒ 00:54:21.329 Joi McBrayer: It could be read and just when we’re looking at the list of information about the top being able to break down. What is a work through flow versus what is just information for people who want to access it themselves. It really is intimidating and hard to read through, because it’s all the same color, same font, same size. There’s no real.
565 00:54:21.330 ⇒ 00:54:21.760 Amber Lin: Hmm.
566 00:54:21.760 ⇒ 00:54:43.440 Joi McBrayer: Differentiation between them, except for the bolding of the numbers, and so maybe working on something like that where we can actually look at it and be like, okay, this is all my rodent stuff. If I need to find rodent, I know it’s going to be red. If I need to find termite. It’s going to be this color or even italicizing it, working on bolding different fonts, just something for that 1st part. So that way the language really is broken up, that would be my only other.
567 00:54:43.440 ⇒ 00:54:45.260 ShannonMartinez: Oh, suggestion or request.
568 00:54:45.260 ⇒ 00:55:10.720 ShannonMartinez: because out of all 3 huddles, you know, everybody has brought back. And so I carried on that color code font the color coding from. I don’t want to take credit for it, because everybody’s brought to the table so many ideas, that’s what Amber and Janice had talked about in our last working session is there’s been a lot of feedback about ways to make it more aesthetically pleasing. So it’s not just
569 00:55:11.750 ⇒ 00:55:18.000 ShannonMartinez: bunch of words on the screen to kind of make it color coding was one of them, the formatting, breaking up the.
570 00:55:18.000 ⇒ 00:55:18.580 Amber Lin: Section.
571 00:55:18.960 ⇒ 00:55:24.770 ShannonMartinez: You know where your eyes will kind of just go to something when you’re used to looking at this long list all day.
572 00:55:26.220 ⇒ 00:55:41.499 Amber Lin: Yeah, totally. I think the only thing for me is I want to make sure that the color coding still lasts. So I’m just gonna try real quick. So this is for pest. What color is pest.
573 00:55:43.530 ⇒ 00:55:46.779 ShannonMartinez: I think, whatever we make it, it would just become.
574 00:55:48.580 ⇒ 00:55:49.270 Amber Lin: Okay.
575 00:55:49.270 ⇒ 00:56:10.199 ShannonMartinez: Like if once we see it, you’re like, Oh, yeah. Well, green is termite, or green is red termites red. I don’t. I don’t necessarily know that it necessarily I mean, green could be chem free just because it’s synonymous with our brand color. But you know, we’re we’re ABC. We all wear maroon, so I don’t know that there’s necessarily
576 00:56:10.520 ⇒ 00:56:12.500 ShannonMartinez: a rhyme or reason to.
577 00:56:13.650 ⇒ 00:56:14.310 Amber Lin: Hmm.
578 00:56:14.310 ⇒ 00:56:15.810 ShannonMartinez: Anything, you know.
579 00:56:15.810 ⇒ 00:56:21.550 Amber Lin: I see. Okay, let me try. I just wanna make sure that the workflow still
580 00:56:23.870 ⇒ 00:56:30.110 Amber Lin: like still stays. So I’m just gonna check cause it. This link is
581 00:56:30.430 ⇒ 00:56:37.519 Amber Lin: this, on top it refreshes, based on what the headers are. So I just want to make sure that the.
582 00:56:37.520 ⇒ 00:56:38.270 Joi McBrayer: And.
583 00:56:38.270 ⇒ 00:56:44.939 Amber Lin: Highlights day, which I think it does. So it just highlights the whole thing. So we can do it.
584 00:56:46.477 ⇒ 00:56:56.539 Amber Lin: Okay, let’s do that. Then? What are the colors that we want like? What will help make it easier to look at these different things
585 00:56:57.190 ⇒ 00:57:00.199 Amber Lin: like, what types do we want to highlight.
586 00:57:01.930 ⇒ 00:57:14.519 ShannonMartinez: I’m curious as to your feedback, Noah, because I think you were one of the people that had suggested like kind of breaking it apart, or making it to where visually, I’m curious as to your thoughts.
587 00:57:15.850 ⇒ 00:57:29.019 NoahRost: Yeah, I think, for like I think like kind of what Joy was saying, how like the termite tickets? Those are green like that that sounds good, and then the pest pest tickets. Those are always blue. So I think that.
588 00:57:29.020 ⇒ 00:57:29.710 ShannonMartinez: Like? How many.
589 00:57:29.710 ⇒ 00:57:30.200 NoahRost: Go together.
590 00:57:30.200 ⇒ 00:57:30.779 ShannonMartinez: Oh, okay.
591 00:57:31.020 ⇒ 00:57:32.840 NoahRost: Yeah. Like, any bulb exactly.
592 00:57:32.840 ⇒ 00:57:33.660 ShannonMartinez: Okay.
593 00:57:33.660 ⇒ 00:57:34.520 JanieceGarcia: Good idea.
594 00:57:34.830 ⇒ 00:57:36.090 JanieceGarcia: Really, good idea.
595 00:57:36.350 ⇒ 00:57:36.750 ShannonMartinez: Oh!
596 00:57:36.750 ⇒ 00:57:43.669 Amber Lin: So we’ll say this is, I mean, though you’re the only people here that got to pick the color
597 00:57:43.670 ⇒ 00:57:45.190 Amber Lin: so you can pick the.
598 00:57:46.040 ⇒ 00:57:47.648 ShannonMartinez: So go right ahead.
599 00:57:48.050 ⇒ 00:57:52.030 Amber Lin: Do you want this blue? Do you want that blue like? What blue do you want.
600 00:57:53.360 ⇒ 00:57:59.079 JanieceGarcia: I would, I mean, I would say, go with that brighter blue up top, because it’s kind of what ours are.
601 00:57:59.540 ⇒ 00:58:00.189 Amber Lin: That one.
602 00:58:00.190 ⇒ 00:58:01.820 JanieceGarcia: No, the next one over.
603 00:58:01.820 ⇒ 00:58:05.028 Amber Lin: Oh, I see, I was like, can you see the tanks.
604 00:58:05.320 ⇒ 00:58:07.360 JanieceGarcia: You can’t see them writing, though.
605 00:58:07.360 ⇒ 00:58:10.280 Amber Lin: Yeah, what about this?
606 00:58:10.740 ⇒ 00:58:11.470 ShannonMartinez: Yeah.
607 00:58:13.160 ⇒ 00:58:14.420 Amber Lin: And then.
608 00:58:14.420 ⇒ 00:58:17.580 JanieceGarcia: And then do green for anything termite.
609 00:58:20.860 ⇒ 00:58:22.809 JanieceGarcia: and then rodent is what.
610 00:58:27.240 ⇒ 00:58:34.030 Joi McBrayer: Is there any way that instead of highlighting it, we’re actually able to change the letter colors itself.
611 00:58:34.030 ⇒ 00:58:34.609 Amber Lin: Oh, pardon me.
612 00:58:34.610 ⇒ 00:58:38.359 Joi McBrayer: They have to stay that blue in order to hyperlink it.
613 00:58:38.360 ⇒ 00:58:51.640 Amber Lin: Let me try. It might be like, let’s try if I say highlight this text I just needed to like when I refresh it. I just wanted to stay.
614 00:58:51.640 ⇒ 00:58:52.050 Joi McBrayer: Only.
615 00:58:52.050 ⇒ 00:58:56.604 Amber Lin: Same. Yeah. So I’m just gonna try. I’ll edit something.
616 00:58:57.770 ⇒ 00:59:00.959 Amber Lin: And then I’m gonna go up and refresh it and see.
617 00:59:02.020 ⇒ 00:59:06.650 Amber Lin: Yeah, I think I think it. I think it works. I think it works.
618 00:59:06.940 ⇒ 00:59:07.770 Amber Lin: I could.
619 00:59:09.450 ⇒ 00:59:13.570 ShannonMartinez: So instead of having a highlight just change the font color.
620 00:59:15.610 ⇒ 00:59:22.181 Amber Lin: That works too. Who has selected everything. It has made my screen completely orange.
621 00:59:23.740 ⇒ 00:59:25.650 JanieceGarcia: Who is that?
622 00:59:25.910 ⇒ 00:59:27.410 EloyAguilarJr: I’m not in it.
623 00:59:28.316 ⇒ 00:59:31.179 Amber Lin: That’s Eloy, that’s you.
624 00:59:31.180 ⇒ 00:59:33.560 EloyAguilarJr: I don’t have anything highlighted.
625 00:59:33.870 ⇒ 00:59:35.380 Amber Lin: Oh! Did you select.
626 00:59:35.380 ⇒ 00:59:35.820 ShannonMartinez: Do you have any?
627 00:59:35.820 ⇒ 00:59:39.110 ShannonMartinez: Select? The header control F function.
628 00:59:42.190 ⇒ 00:59:43.870 EloyAguilarJr: I don’t know if I’m still in it.
629 00:59:44.100 ⇒ 00:59:48.469 ShannonMartinez: Okay on this screen. It says, customer portal on control F.
630 00:59:48.920 ⇒ 00:59:56.107 Amber Lin: Oh, sorry. No, that’s that’s, I think, just someone has selected it. Maybe it’s Casey, like, he’s probably working on something.
631 00:59:57.240 ⇒ 00:59:58.490 Amber Lin: Okay, there we go.
632 00:59:58.490 ⇒ 01:00:00.360 JanieceGarcia: Oh, yeah.
633 01:00:00.360 ⇒ 01:00:05.250 Amber Lin: Go, I mean, does this? Does this make life easier?
634 01:00:05.510 ⇒ 01:00:08.190 Amber Lin: If it’s like this like this is pest.
635 01:00:08.530 ⇒ 01:00:12.830 Amber Lin: then rodent can have a different color. What color should we give rodent.
636 01:00:14.920 ⇒ 01:00:15.679 Joi McBrayer: I guess really.
637 01:00:15.880 ⇒ 01:00:16.370 EloyAguilarJr: Normally.
638 01:00:16.370 ⇒ 01:00:17.250 EloyAguilarJr: Yeah, the whole.
639 01:00:17.250 ⇒ 01:00:21.460 ShannonMartinez: So let’s leave hold red because we have a whole hold section.
640 01:00:21.460 ⇒ 01:00:22.260 Joi McBrayer: Okay.
641 01:00:22.260 ⇒ 01:00:23.270 JanieceGarcia: That’s true.
642 01:00:23.560 ⇒ 01:00:30.679 Amber Lin: Mr. Eloy said, the tickets for every other month. Wrote, it is purple, like Mr. Eloy said, so maybe purple.
643 01:00:31.160 ⇒ 01:00:34.360 Amber Lin: Okay, I’ll make a purple.
644 01:00:34.360 ⇒ 01:00:36.149 JanieceGarcia: Casey is messing with my eyes.
645 01:00:37.456 ⇒ 01:00:43.740 Amber Lin: I agree, okay, I’m gonna refresh again. Okay?
646 01:00:44.160 ⇒ 01:00:47.000 Amber Lin: I mean, does that help? Like, okay? Now, this pet.
647 01:00:47.000 ⇒ 01:00:47.639 JanieceGarcia: A lot.
648 01:00:48.950 ⇒ 01:00:49.340 Amber Lin: Yeah.
649 01:00:49.340 ⇒ 01:00:58.810 Amber Lin: and then turn my wanna make it. I just wanted to make it like heavy, bolder colors. So it like we can actually
650 01:00:59.510 ⇒ 01:01:01.950 Amber Lin: distinguish it from like each block.
651 01:01:01.950 ⇒ 01:01:04.609 ShannonMartinez: Already. It looks a lot easier to like.
652 01:01:04.610 ⇒ 01:01:06.010 Joi McBrayer: Yeah, yeah.
653 01:01:06.230 ⇒ 01:01:07.230 NoahRost: Absolutely.
654 01:01:07.490 ⇒ 01:01:13.372 Amber Lin: What color is like, general, like, I guess we can leave the general ones like that.
655 01:01:14.220 ⇒ 01:01:31.049 Amber Lin: like for cancellations. I think it’s pretty important. Should we like make that a different color like, what colors do we want to put to billing and also building? There’s a lot of stuff that’s still empty, because if it’s still working on that what color should we give to that.
656 01:01:31.400 ⇒ 01:01:39.849 ShannonMartinez: Well. I know mosquito is also so on. Termite is like a green mosquitoes kind of a neon green in our system.
657 01:01:40.220 ⇒ 01:01:40.780 Amber Lin: Hmm.
658 01:01:40.780 ⇒ 01:01:42.169 ShannonMartinez: Like that one. Yes.
659 01:01:48.210 ⇒ 01:01:51.329 ShannonMartinez: yeah. Termite is more yes, like a.
660 01:01:51.330 ⇒ 01:01:52.060 JanieceGarcia: Like a darst.
661 01:01:52.060 ⇒ 01:01:52.640 Joi McBrayer: Greens.
662 01:01:56.900 ⇒ 01:02:01.779 Amber Lin: Okay, I’ll try you, too, to try to do
663 01:02:02.330 ⇒ 01:02:10.140 Amber Lin: that as well. So the bottom is treatment protocol that like service informations.
664 01:02:12.786 ⇒ 01:02:15.703 Amber Lin: who is casey is highlighting everything.
665 01:02:16.710 ⇒ 01:02:23.979 Amber Lin: And then guess for pest what color was.
666 01:02:24.790 ⇒ 01:02:25.860 ShannonMartinez: Blue.
667 01:02:26.970 ⇒ 01:02:29.569 Amber Lin: Okay, we’ll make it blue.
668 01:02:31.700 ⇒ 01:02:41.430 Amber Lin: Oh, not that test. It’s blue, and then
669 01:02:42.670 ⇒ 01:02:45.300 Amber Lin: bed bug. What color is bedbug?
670 01:02:45.310 ⇒ 01:02:46.780 ShannonMartinez: Our bedbuck tickets.
671 01:02:47.510 ⇒ 01:02:48.220 Amber Lin: Huh!
672 01:02:48.220 ⇒ 01:02:49.549 NoahRost: I think they’re maroon.
673 01:02:50.060 ⇒ 01:02:50.780 Joi McBrayer: Right
674 01:02:58.580 ⇒ 01:02:59.559 Joi McBrayer: check, in.
675 01:03:08.510 ⇒ 01:03:12.179 ShannonMartinez: It was such a good idea to keep on the color of the tickets, and this.
676 01:03:12.180 ⇒ 01:03:12.530 Amber Lin: Yeah.
677 01:03:13.150 ⇒ 01:03:13.780 NoahRost: Yeah.
678 01:03:14.710 ⇒ 01:03:16.750 ShannonMartinez: Like a true route checker. Noah.
679 01:03:17.700 ⇒ 01:03:18.649 Joi McBrayer: Right.
680 01:03:21.050 ⇒ 01:03:23.070 Amber Lin: Termite.
681 01:03:23.290 ⇒ 01:03:26.940 Joi McBrayer: Dead bugs are kind of like yellowy, it looks like, or at least the maintenance.
682 01:03:27.860 ⇒ 01:03:32.069 Amber Lin: Oh, okay, I will make that. I’ll make that yellow.
683 01:03:32.070 ⇒ 01:03:32.620 ShannonMartinez: Yeah.
684 01:03:34.270 ⇒ 01:03:35.510 ShannonMartinez: Good. Job. Joy.
685 01:03:36.390 ⇒ 01:03:37.080 Joi McBrayer: Yeah.
686 01:03:43.140 ⇒ 01:03:47.140 Amber Lin: Okay, I’ll make them blue.
687 01:03:48.641 ⇒ 01:03:55.380 ShannonMartinez: Rodent is purple. I know we haven’t quite touched on that yet.
688 01:03:58.180 ⇒ 01:04:04.029 Amber Lin: Oh, then it’s purple. I think chem free was what color is chem free in the ticketing system.
689 01:04:04.240 ⇒ 01:04:09.489 ShannonMartinez: Chem free tickets are gonna look the same color code, but chem free as an
690 01:04:09.670 ⇒ 01:04:12.170 ShannonMartinez: their shirts are orange and ours are maroon.
691 01:04:14.040 ⇒ 01:04:16.360 ShannonMartinez: I mean not orange green. Oh, my God! What am I thinking.
692 01:04:16.858 ⇒ 01:04:19.851 Joi McBrayer: I was like, Oh, hey, Orange!
693 01:04:21.130 ⇒ 01:04:22.410 Joi McBrayer: But that we disguise.
694 01:04:22.410 ⇒ 01:04:26.999 ShannonMartinez: That would that would kind of throw off our system of like the service tickets, you know.
695 01:04:27.340 ⇒ 01:04:32.249 Amber Lin: Okay, I’m gonna just leave it as is. I’m going to move the term in mesh under termite.
696 01:04:32.360 ⇒ 01:04:37.660 Amber Lin: So it’s more clear gonna move it.
697 01:04:39.211 ⇒ 01:04:42.470 Amber Lin: Oh, gosh! So much stuff.
698 01:04:44.080 ⇒ 01:04:48.099 Amber Lin: That’s camp free. Okay, I’m over here.
699 01:04:49.190 ⇒ 01:04:57.210 Amber Lin: Please keep all the edits. Okay. It kept all the edits term and mesh, so green.
700 01:04:57.860 ⇒ 01:04:58.710 Amber Lin: Okay.
701 01:04:58.820 ⇒ 01:05:24.829 Amber Lin: does that help looking at it? I think I I think I’ll probably move billing to the very bottom, because there’s just so much stuff in billing that’s and also billing. Is not that organized? So if it’s confusing, I understand once the event gives us more information, we’ll be able to categorize it. Probably some parts will be on accounts. Some be like, see the gift certificates like donations that will be related to
702 01:05:25.020 ⇒ 01:05:25.690 Amber Lin: like
703 01:05:26.200 ⇒ 01:05:33.999 Amber Lin: promotions and stuff, so we’ll we’ll like sort each of these so that it’ll be easier to look at.
704 01:05:34.850 ⇒ 01:05:36.240 Joi McBrayer: Okay, perfect.
705 01:05:36.240 ⇒ 01:05:40.450 Amber Lin: Yeah, okay, bed bug was gold.
706 01:05:43.020 ⇒ 01:05:46.410 Amber Lin: Okay, I will copy this.
707 01:05:47.502 ⇒ 01:05:53.300 Amber Lin: Okay, I think that concludes our session very, very nicely. I think we did a lot of stuff.
708 01:05:55.800 ⇒ 01:06:03.549 Amber Lin: Oh, sorry, no, was the was the highlights your only feedback? I want to, cap. Make sure that I note down everything.
709 01:06:04.100 ⇒ 01:06:13.729 NoahRost: Yeah, that was the main thing. There was just one more. I don’t know if you want to add this in here, but one abbreviation that I always use is Cci. For, like customer, called in.
710 01:06:13.960 ⇒ 01:06:16.229 Joi McBrayer: I don’t know if y’all want to put that one on there.
711 01:06:16.230 ⇒ 01:06:16.740 Amber Lin: Okay.
712 01:06:17.190 ⇒ 01:06:21.869 JanieceGarcia: But I would have to say, and, Shannon, you.
713 01:06:22.030 ⇒ 01:06:29.519 ShannonMartinez: Can go with this or not. But whenever we put Dci and notes, we do not know who you guys talk to. And that is the problem.
714 01:06:29.520 ⇒ 01:06:35.249 NoahRost: Cancel what you it says. If somebody called in, I never called to cancel this. You know.
715 01:06:35.250 ⇒ 01:06:36.610 ShannonMartinez: We should not ever
716 01:06:36.610 ⇒ 01:06:40.610 ShannonMartinez: right hand, and then it’s the Mister, or the Misses, or the mom, or the daughter.
717 01:06:40.610 ⇒ 01:06:42.690 ShannonMartinez: Why, who got plan.
718 01:06:43.270 ⇒ 01:06:49.780 JanieceGarcia: You know I am huge on note, big big on note, and I always preach about
719 01:06:50.110 ⇒ 01:06:56.470 JanieceGarcia: who are you talking to? It’s not a just a mister. It’s not just a misses. It’s not Cci who
720 01:06:56.590 ⇒ 01:06:59.430 JanieceGarcia: actually, who Ms. Martinez called in.
721 01:06:59.430 ⇒ 01:06:59.750 ShannonMartinez: Yes.
722 01:06:59.750 ⇒ 01:07:00.160 NoahRost: And.
723 01:07:00.602 ⇒ 01:07:05.680 ShannonMartinez: So yes, I I agree both twofold. Both sides like yes.
724 01:07:05.930 ⇒ 01:07:09.120 ShannonMartinez: Cci, but also like who called in
725 01:07:09.240 ⇒ 01:07:34.400 ShannonMartinez: like was it? Do they own the house, the tenant? Is it the homeowner? Is it the husband? Is it the, you know? It doesn’t become a problem until it becomes a problem, you know. And that’s when we have to start, like, you know, splitting hairs on. Okay, who did we speak to? Especially if that was over 6 months ago, and now we’re dealing with collection statuses and no way to pull the call.
726 01:07:35.870 ⇒ 01:07:52.530 Amber Lin: Okay, I think that’s something we can add to templates of like note templates. So that like when we submit things, we can after a point, we can require that. Okay, you fill out this note template, and that will solve the situation of Oh, we didn’t have
727 01:07:52.790 ⇒ 01:07:54.729 Amber Lin: like we didn’t have the names.
728 01:07:55.220 ⇒ 01:07:56.420 Joi McBrayer: You can still buy like.
729 01:07:57.660 ⇒ 01:08:06.236 Amber Lin: Like something here, I don’t know like we can add, oh, we have the Cti here.
730 01:08:07.480 ⇒ 01:08:14.450 Amber Lin: That’s so funny. Now, yeah, we can just add, like a name of like customer name called it
731 01:08:18.470 ⇒ 01:08:24.180 Amber Lin: anyways. Thank you, everybody. I sent all of our progress in the Feedback Channel.
732 01:08:24.959 ⇒ 01:08:40.590 Amber Lin: All the other Csrs will see this event will see this, and then we’ll see that we’ve made a lot of great progress. Honestly, tomorrow I’m I’m meeting with Steven, and maybe Matt will be there as well, so that they will also see the progress that we made. I’m really proud of us.
733 01:08:41.510 ⇒ 01:08:43.680 Joi McBrayer: Me, too. It’s come a long way.
734 01:08:44.450 ⇒ 01:08:45.490 JanieceGarcia: Very proud.
735 01:08:45.830 ⇒ 01:08:46.310 Amber Lin: Yeah.
736 01:08:46.319 ⇒ 01:08:46.969 Joi McBrayer: Yeah.
737 01:08:46.970 ⇒ 01:08:47.550 ShannonMartinez: What’s up? Guys?
738 01:08:47.550 ⇒ 01:08:48.189 Amber Lin: Okay.
739 01:08:48.490 ⇒ 01:08:49.050 Amber Lin: Thanks.
740 01:08:49.050 ⇒ 01:08:49.600 Amber Lin: Everybody.
741 01:08:49.600 ⇒ 01:08:50.449 ShannonMartinez: Alright. Thank you.
742 01:08:50.450 ⇒ 01:08:51.390 EloyAguilarJr: Y’all bye.
743 01:08:51.390 ⇒ 01:08:51.720 Amber Lin: Bye.
744 01:08:51.990 ⇒ 01:08:52.420 EloyAguilarJr: Live.
745 01:08:52.420 ⇒ 01:08:53.050 Amber Lin: Bye.
746 01:08:53.050 ⇒ 01:08:53.660 NoahRost: Bye.