Meeting Title: ABC | Weekly KPI Review Date: 2025-10-29 Meeting participants: read.ai meeting notes, YvetteRuiz, Amber Lin
WEBVTT
1 00:01:54.560 ⇒ 00:01:57.040 YvetteRuiz: For… Tony. Hi.
2 00:02:07.840 ⇒ 00:02:11.820 YvetteRuiz: Okay… Let’s see…
3 00:02:15.710 ⇒ 00:02:17.600 YvetteRuiz: Do not lose focus.
4 00:02:24.510 ⇒ 00:02:26.980 YvetteRuiz: Hmm, we’re enjoyable. Okay.
5 00:02:28.430 ⇒ 00:02:32.419 YvetteRuiz: Okay. I did review that one for you, too.
6 00:02:32.560 ⇒ 00:02:39.759 YvetteRuiz: I added the header. Okay. Yeah, because one little thing messed up everything. Yep.
7 00:02:41.250 ⇒ 00:02:50.270 YvetteRuiz: I saw Andrea sent me one that was on Google Drive, and I’m like, - keep it the same, I don’t… I’m not gonna go in there and… Adjust it or anything after.
8 00:02:50.390 ⇒ 00:02:51.190 YvetteRuiz: Nope.
9 00:02:52.150 ⇒ 00:02:56.230 YvetteRuiz: And then I put them all on one sheet. I saw that.
10 00:02:56.770 ⇒ 00:03:07.039 YvetteRuiz: I was like, how did I not copy the Austin header? I copied everything else. Oh, I feel ya. I mean, I just was… Hi, Amber! I did all the…
11 00:03:08.180 ⇒ 00:03:17.460 YvetteRuiz: Holiday light stuff, and I actually butchered all the columns and shit. How’s it going, Amber?
12 00:03:18.450 ⇒ 00:03:29.589 Amber Lin: Pretty good. I… it’s 7 o’clock right now, and I was keep… I kept thinking about this meeting, and I woke up at 5, and I was like, oh, I’m gonna get up. And I was like, oh no, it’s not meeting time yet.
13 00:03:29.590 ⇒ 00:03:39.269 YvetteRuiz: Hmm. Well, Janiece is in here with me. I don’t know if I have my camera on. Do you… yeah, no, I don’t. Sorry about that.
14 00:03:39.650 ⇒ 00:03:40.439 Amber Lin: No, all good.
15 00:03:40.440 ⇒ 00:03:41.520 YvetteRuiz: Hi, Amber!
16 00:03:41.520 ⇒ 00:03:42.530 Amber Lin: Hi!
17 00:03:43.660 ⇒ 00:03:47.579 YvetteRuiz: I’ll come over here. Hello!
18 00:03:49.120 ⇒ 00:03:54.160 YvetteRuiz: Alrighty, well, sorry we could not meet. I don’t know, is Utam gonna be joining us, or not?
19 00:03:54.160 ⇒ 00:04:00.299 Amber Lin: No, he’s running the stand-up, so he’s… he’s in the meetings.
20 00:04:00.570 ⇒ 00:04:01.380 YvetteRuiz: Okay.
21 00:04:01.380 ⇒ 00:04:01.930 Amber Lin: Yeah.
22 00:04:02.390 ⇒ 00:04:08.040 YvetteRuiz: Okay, well, we can, I guess we can go ahead and start, you know, kicking it off.
23 00:04:08.590 ⇒ 00:04:13.019 YvetteRuiz: You know, the… again, the purpose of this meeting is just to make sure that
24 00:04:13.220 ⇒ 00:04:17.950 YvetteRuiz: We are all in full alignment, you know, because…
25 00:04:17.950 ⇒ 00:04:42.890 YvetteRuiz: I know you and Janiece were meeting on a separate meeting, and then you had Shannon in there, and I made you aware, like, we don’t need Shannon in those meetings anymore. I mean, you’re already meeting… I mean, you’re already dealing with each manager as needed, but moving forward, as far as, like, big picture stuff, it’s gonna be me and Janiece that you’re going to be working with. So, if we’re not getting performance and things like that, we will get with the team.
26 00:04:42.890 ⇒ 00:04:51.159 YvetteRuiz: and make sure that they’re pushing it through, and then when we need to bring everybody to the table, then we’ll start bringing everyone to the table. I just want to make sure that we’re just not all over the map.
27 00:04:51.420 ⇒ 00:05:02.879 YvetteRuiz: And then, Janiece, I just… the other thing that I was working with Janiece, and I know Utsem had mentioned it too, is, like, where, like, the triage tickets, you know, because I know that…
28 00:05:03.290 ⇒ 00:05:12.870 YvetteRuiz: there’s still some things that are still open, and so just wanted to check every week, like, on the status, on where we’re at, and I know I, you know, now that we’re going to be sending weekly updates to the team.
29 00:05:12.970 ⇒ 00:05:18.179 YvetteRuiz: Again, it’s just better… it’s just more for alignment. Yep. For all of us.
30 00:05:18.180 ⇒ 00:05:24.870 Amber Lin: Totally. I can start off with, okay, what are we doing this week? Okay.
31 00:05:24.870 ⇒ 00:05:41.329 Amber Lin: So, usually, because we have these meetings on Mondays, it helps us to see, okay, is this the priorities that we want to work on? And this week, so, the main triage issues we’re tackling are going to be the zip code-related questions, especially for
32 00:05:41.330 ⇒ 00:05:56.160 Amber Lin: lawn, because we added the technicians before, and there seems to be a few problems here and there. I believe it’s related to the crews, because, they’re asking for a zip code that’s probably assigned to crews.
33 00:05:56.160 ⇒ 00:06:07.150 Amber Lin: And then I checked, and I don’t think the crews are coming up front, so we’re investigating that problem, and if it works, it should also solve the other lawn, zip code problems.
34 00:06:07.610 ⇒ 00:06:11.799 Amber Lin: So that’s the first one. And then the second one is where.
35 00:06:11.800 ⇒ 00:06:14.329 YvetteRuiz: Do you have a timeline on that, Amber?
36 00:06:14.740 ⇒ 00:06:30.429 Amber Lin: I would say… let’s aim for end of week, or late Thursday, because we need to test… we need to add the crews, test if it works, and then test the, other technicians if it works.
37 00:06:34.830 ⇒ 00:06:35.350 YvetteRuiz: Okay.
38 00:06:35.580 ⇒ 00:06:44.559 Amber Lin: Yeah. And then we’re working on adding the commercial doc to Andy, so we’re also hoping to get that done by end of week.
39 00:06:44.660 ⇒ 00:06:51.739 Amber Lin: And then, the third thing is having the annual reminders that I showed a screenshot of last Thursday.
40 00:06:53.450 ⇒ 00:06:54.020 YvetteRuiz: Okay.
41 00:06:55.000 ⇒ 00:06:58.700 Amber Lin: Those are the main things we have right now.
42 00:07:03.810 ⇒ 00:07:04.770 YvetteRuiz: Yeah.
43 00:07:04.770 ⇒ 00:07:06.589 Amber Lin: Those are the main areas.
44 00:07:07.350 ⇒ 00:07:16.480 YvetteRuiz: Okay. Janiece, what were some of your… My… my biggest thing was definitely the lawn zip codes. So I met with…
45 00:07:16.680 ⇒ 00:07:19.469 YvetteRuiz: the trainers yesterday, Amber.
46 00:07:19.470 ⇒ 00:07:20.710 Amber Lin: And…
47 00:07:20.710 ⇒ 00:07:32.129 YvetteRuiz: lawn has not… they were not even using Andy, because they were told that it wasn’t complete and wasn’t ready. And the biggest thing is the lawn zip codes.
48 00:07:32.130 ⇒ 00:07:41.129 YvetteRuiz: I reassured them, though, that it is being worked on, and so to keep asking, because there are other things in there that they can ask.
49 00:07:41.170 ⇒ 00:07:46.569 YvetteRuiz: So… I mean, with the zip codes, with that, I know…
50 00:07:46.780 ⇒ 00:07:57.749 Amber Lin: that’s something that we’ve had from the beginning, so my thing is just making sure that if we are sending these in there, or if I’m making notes on the… on the tickets.
51 00:07:57.750 ⇒ 00:08:01.790 YvetteRuiz: What is y’all’s timeline to get back to myself?
52 00:08:02.220 ⇒ 00:08:03.230 YvetteRuiz: as well.
53 00:08:03.390 ⇒ 00:08:11.169 YvetteRuiz: I thought we established the SLA for the 24 hours, that’s what we had all agreed on when we met the last time with UTM, the SLA.
54 00:08:11.170 ⇒ 00:08:18.650 Amber Lin: I think SLA for urgent issues, we said 48 hours, and then for regular issues, we said about a week.
55 00:08:19.240 ⇒ 00:08:19.830 YvetteRuiz: Okay.
56 00:08:19.980 ⇒ 00:08:28.760 Amber Lin: Yeah. But I’ll try to get back to you as soon as possible, just there’s more and more issues coming in, and it’s hard to get across all of them.
57 00:08:28.920 ⇒ 00:08:33.300 Amber Lin: On lawn, too, I do want to see… I don’t think…
58 00:08:33.539 ⇒ 00:08:43.470 Amber Lin: I’ve seen Patricia updating her issues as much. Would you be able to check in with her and see if she’s able to use Lanier and know what to do?
59 00:08:44.220 ⇒ 00:09:07.659 YvetteRuiz: Yeah, I mean, just so you know, I mean, again, they shouldn’t be stopped from using it, but I had already sent you the update, Amber, last week when we met, on what the delay was, because Patricia and them, they’re trying to get all their fall routing and everything, and she’s the one that said that, hey, I’m on pause right now, Yvette, with what she’s doing. So, but that’s something separate from… they could still use it, but we can get with her. She’s just…
60 00:09:07.770 ⇒ 00:09:10.390 YvetteRuiz: Again, she was tackling those projects, that’s why she.
61 00:09:10.390 ⇒ 00:09:10.900 Amber Lin: She was on college.
62 00:09:10.900 ⇒ 00:09:27.880 YvetteRuiz: but we can follow up with her, for sure. And tomorrow, I have my one-on-one, and that I have it on follow-up, because when we met on our last one-on-one, that’s what she… when she had made me aware. Okay, I see. I mean, I know the lawn stuff, with that, it’s… it’s mainly the zip codes, it’s getting those in.
63 00:09:27.880 ⇒ 00:09:28.359 Amber Lin: That’s pretty exciting.
64 00:09:28.360 ⇒ 00:09:38.000 YvetteRuiz: for the areas, all of that. The lawn care technicians for what zip codes they actually run. That’s… that’s huge.
65 00:09:38.510 ⇒ 00:09:46.889 Amber Lin: I hear you. I’ll go… I’ll go push on that. That is our top priority this week, so I’ll let you know how that goes.
66 00:09:47.160 ⇒ 00:09:49.129 YvetteRuiz: Let’s see…
67 00:09:50.570 ⇒ 00:09:57.280 Amber Lin: So… Yeah, and we also want to roll out the…
68 00:09:57.720 ⇒ 00:10:11.140 Amber Lin: set of daily ANDI reminders. What we actually want to do is do an A-B test, so we’ll roll out to you guys in the set of CSRs that you select, and then we can see, does it actually increase the usage?
69 00:10:11.140 ⇒ 00:10:25.499 Amber Lin: After we do that, I think it’s a helpful test, rather than, rolling out to everybody. Maybe we can use it for… have it for a week or two, and then see if it helps if they see daily annual reminders. Do you have a list of people in mind?
70 00:10:27.830 ⇒ 00:10:36.879 YvetteRuiz: Let me and Denise work on that, and then we’ll chat you on the chat, Amber.
71 00:10:36.880 ⇒ 00:10:45.899 Amber Lin: Gotcha. Okay. And then we’re thinking of, for the first set of daily reminders, to use the… oh, by the ways in the spreadsheet. Does that work for you?
72 00:10:46.660 ⇒ 00:10:48.330 YvetteRuiz: The O, by the way, is into what?
73 00:10:48.330 ⇒ 00:10:54.750 Amber Lin: In the spreadsheet that Denise originally put in, or is there anything… other things you want to…
74 00:10:54.750 ⇒ 00:10:55.940 YvetteRuiz: Oh, by the ways.
75 00:10:55.940 ⇒ 00:10:56.320 Amber Lin: Yeah.
76 00:10:56.320 ⇒ 00:10:58.389 YvetteRuiz: I’ll go in and double check and make sure it’s updated
77 00:10:58.790 ⇒ 00:11:12.010 YvetteRuiz: Right now, what we can do, because we are pushing… we have a holiday light contest going on, now until the end of November, let’s just put the… Holiday light. Let me send you the verbiage on that, and then…
78 00:11:12.010 ⇒ 00:11:13.069 Amber Lin: Okay, that would be great.
79 00:11:23.220 ⇒ 00:11:27.350 YvetteRuiz: And then, Amber, I wanted to ask, too, for…
80 00:11:27.430 ⇒ 00:11:44.540 YvetteRuiz: So, I have another territory that I need to update in regards to trees, tree inspector. So, can we go ahead and do that? I mean, I even showed… I was pulling up and using and playing with the, the…
81 00:11:44.680 ⇒ 00:11:51.530 YvetteRuiz: database sheets, and you said those are current. I can use those, the ones that you sent us in the chat?
82 00:11:52.480 ⇒ 00:11:54.460 Amber Lin: The database sheet?
83 00:11:54.460 ⇒ 00:11:54.810 YvetteRuiz: Huh.
84 00:11:54.810 ⇒ 00:11:56.529 Amber Lin: I mean, the update, the full…
85 00:11:56.530 ⇒ 00:11:58.079 YvetteRuiz: Database updates,
86 00:11:58.080 ⇒ 00:11:59.769 Amber Lin: Yeah, yeah, you can use them.
87 00:11:59.980 ⇒ 00:12:09.580 Amber Lin: And send me… once you do update them, send me what you did, and I can go in and check, hey, is this… has this been updated?
88 00:12:09.920 ⇒ 00:12:10.620 YvetteRuiz: Okay.
89 00:12:10.780 ⇒ 00:12:13.280 Amber Lin: Yeah. Let’s see…
90 00:12:19.640 ⇒ 00:12:24.720 Amber Lin: Okay, I’m looking at the logs right now. I currently don’t see…
91 00:12:24.830 ⇒ 00:12:28.929 Amber Lin: Updates from you, let me know what it is.
92 00:12:29.060 ⇒ 00:12:34.010 Amber Lin: Let me know when you have updated it, and then I can check.
93 00:12:34.830 ⇒ 00:12:43.979 YvetteRuiz: And then can I, before… not right, just before we end, can I just get just another quick crash course on the… the ticketing system?
94 00:12:44.480 ⇒ 00:12:59.019 YvetteRuiz: I just want to make sure that I’m able to read them, and just kind of follow, like, where everything stands, so then that way when I’m looking at them, because I don’t look at them on a regular basis, but part of what I’ve already committed myself to doing is
95 00:12:59.540 ⇒ 00:13:06.699 YvetteRuiz: I’m gonna block myself out time on my calendar to dedicate to go in there and spend X amount of time looking at certain things.
96 00:13:07.150 ⇒ 00:13:12.320 YvetteRuiz: to make sure that I stay on top of it myself, so holding myself accountable on that end.
97 00:13:12.760 ⇒ 00:13:21.749 YvetteRuiz: But I did have a question. So, the last, oh, no, that’s not right. It’s way down here. Your recap statement…
98 00:13:21.870 ⇒ 00:13:32.259 YvetteRuiz: have gone since we started, so I want to make sure I have the right one. Okay, so the last recap you sent us on October 24th, after our last week meeting, you had mentioned…
99 00:13:34.790 ⇒ 00:13:36.489 YvetteRuiz: Where was it at?
100 00:13:37.670 ⇒ 00:13:46.809 YvetteRuiz: Items needed. Non-pest technician spreadsheet from Home Improvement, Brenda, and Mechanical, Tara.
101 00:13:47.570 ⇒ 00:13:49.710 YvetteRuiz: Brenda doesn’t know what she’s talking about.
102 00:13:50.170 ⇒ 00:13:51.440 YvetteRuiz: I see.
103 00:13:51.910 ⇒ 00:13:57.379 Amber Lin: Is there… so, is there home improvement technicians? Because we only have the inspectors.
104 00:13:58.220 ⇒ 00:14:17.300 YvetteRuiz: So, there are, and they don’t have it in a spreadsheet, it’s just… it’s a Google Doc. So you’re gonna have to work with Brenda and make sure that they put it in the format that Amber needs it, because she’s like, I don’t understand, and I’m like, well, you shouldn’t know where’s your text, but I’m just like, never mind, I’m going to talk to Amber myself and make sure that I’m clear.
105 00:14:17.300 ⇒ 00:14:29.609 Amber Lin: If she can send me the Google Doc, I can see what our folks can do, and if we need them to format it, because we might not understand, then she can do that.
106 00:14:30.090 ⇒ 00:14:35.110 Amber Lin: Yeah, because if you send me that, I can tell her what adjustments to make on the formatting.
107 00:14:35.690 ⇒ 00:14:39.009 YvetteRuiz: Okay, because I know they don’t even have assigned zip codes.
108 00:14:39.550 ⇒ 00:14:49.119 YvetteRuiz: And that’s probably the… that’s the issue. That’s gonna be… yeah. Then how to… but that… they have to get all that fixed. They’re gonna have to.
109 00:14:49.120 ⇒ 00:15:01.179 YvetteRuiz: I mean, unless… what kind of rules do they follow? That’s kind of why their routing’s a mess. A mess, yep. Well, not kind of, it’s because… that’s exactly why their routing’s a mess, because they don’t have no structure. Yep.
110 00:15:04.170 ⇒ 00:15:05.429 YvetteRuiz: Sorry, Amber, I was just…
111 00:15:05.430 ⇒ 00:15:06.040 Amber Lin: Oh, shit.
112 00:15:06.040 ⇒ 00:15:14.379 YvetteRuiz: And I was trying to bridge that gap when she told me that, and I was just like, well, I don’t… but anyhow, we’ll get you the information that you need.
113 00:15:14.520 ⇒ 00:15:21.430 Amber Lin: Is mechanical, is the technician zip codes in their, in their spreadsheet?
114 00:15:21.430 ⇒ 00:15:24.009 YvetteRuiz: I thought they had one. Do they not either?
115 00:15:24.010 ⇒ 00:15:24.459 Amber Lin: I think they…
116 00:15:24.460 ⇒ 00:15:27.589 YvetteRuiz: They don’t yearly because they put everything in bins.
117 00:15:28.030 ⇒ 00:15:32.110 YvetteRuiz: And then they just dispatch… Follow… let’s…
118 00:15:32.110 ⇒ 00:15:48.289 YvetteRuiz: yeah, I’m gonna follow up with, send an email to Cass and Tara, and let’s see how we want to handle that. Okay. Because I feel like we’ve got to… we have got to make something that makes sense for the dispatching piece, yeah. I mean, for their routing stuff.
119 00:15:48.890 ⇒ 00:16:03.490 YvetteRuiz: Again, everything that they have, because that’s why dispatch isn’t wanting to use it, because they feel like there’s no need, but there is a need. There is a need. Like, where is all their training stuff? How do they know where to… what to do, and what all that stuff? And that’s… those are the big gaps that we’re finding, Amber, is…
120 00:16:03.490 ⇒ 00:16:14.489 YvetteRuiz: They’re thinking, well, we’re… we’re different, and we’re doing that, and it’s like, we need to get out of that mindset and say, okay, but how do you train your people? How do they know how to go and do… how do they know how to go do XXX?
121 00:16:14.490 ⇒ 00:16:18.490 YvetteRuiz: that we need to get to you guys so we have it in Andy.
122 00:16:18.490 ⇒ 00:16:24.289 Amber Lin: Cool. So CC me in the emails, and I can contribute, guys.
123 00:16:24.390 ⇒ 00:16:25.530 Amber Lin: Okay, cool.
124 00:16:27.830 ⇒ 00:16:36.230 YvetteRuiz: And this is where I feel like these meetings will be helpful, so then that way we’re all speaking the same language, and then we can push that stuff down and make sure that they’re clear on what we’re asking.
125 00:16:39.700 ⇒ 00:16:44.919 YvetteRuiz: Okay, training session with leaders, so yeah, so we had, Janiece had that.
126 00:16:45.260 ⇒ 00:16:50.790 YvetteRuiz: What’s… is that today? What’s today? No, that was yesterday. Okay, that was yesterday with the leads. Yep.
127 00:16:50.790 ⇒ 00:17:06.100 YvetteRuiz: Okay, so you… yeah, like Janiece said, she met with them. I wasn’t able to because I was calling into another meeting, but she did meet with them, and we’ve definitely… she had definitely identified some gaps, so she was going to send the recap after the… for their meeting. She set a goal for them,
128 00:17:06.099 ⇒ 00:17:08.720 YvetteRuiz: Yeah, for 3 weeks, regarding what…
129 00:17:08.770 ⇒ 00:17:30.240 YvetteRuiz: we want them to start doing, make sure that you’re utilizing it, providing all the feedback, and then, I will piggyback off of her, message, because, again, I want to make sure that everybody understands the why behind it, and making sure that they’re using it, because there is some big gaps. You know, there are things where we’re missing opportunities.
130 00:17:30.520 ⇒ 00:17:31.889 YvetteRuiz: Yeah, I hear you.
131 00:17:32.810 ⇒ 00:17:36.040 Amber Lin: Sounds good. And CC me there too, I would love to know.
132 00:17:36.040 ⇒ 00:17:44.829 YvetteRuiz: Okay. And I, I told Yvette, too, so I’ll go ahead and I’ll, add you to that email, but then I was gonna add you to the
133 00:17:44.930 ⇒ 00:17:48.660 YvetteRuiz: invite for 3 weeks from yesterday, and I’ll do it on a.
134 00:17:48.660 ⇒ 00:17:49.639 Amber Lin: That would be incredible.
135 00:17:49.640 ⇒ 00:17:50.959 YvetteRuiz: That makes it better. Okay.
136 00:17:50.960 ⇒ 00:17:51.550 Amber Lin: Yeah.
137 00:17:52.550 ⇒ 00:17:54.430 YvetteRuiz: I figure that gives us all enough time.
138 00:17:56.040 ⇒ 00:18:03.810 YvetteRuiz: Okay. Okay, and then we had… the other thing we had on our topic to discuss was archiving the CSR drives. Yes, I’m sure.
139 00:18:03.810 ⇒ 00:18:05.100 Amber Lin: I was going to say, I have it.
140 00:18:05.100 ⇒ 00:18:11.360 YvetteRuiz: I’m sorry, I’m afraid. No, no, it just means we’re thinking about the same thing. Because right now.
141 00:18:12.940 ⇒ 00:18:27.309 Amber Lin: one, I don’t think, other than PES, people have been migrated to the central dock, even. They know that it exists, I don’t know the usage of the central dock, because the folders are still there.
142 00:18:27.540 ⇒ 00:18:41.819 YvetteRuiz: Yeah, well, that’s… she met with the trainer yesterday, so we know. They’re… so one of them is actually going directly to the central dock, and not even really using Andy, not trying to go through Andy. They are…
143 00:18:41.820 ⇒ 00:18:42.320 Amber Lin: Hmm.
144 00:18:42.320 ⇒ 00:18:54.450 YvetteRuiz: she is just going to the central doc, and she was like, but it’s too busy, I can’t do that, so I just revert back to my other stuff. The other ones, they know that the central docs are there, but they have not seen them.
145 00:18:54.900 ⇒ 00:18:55.990 YvetteRuiz: They have no idea what they are.
146 00:18:55.990 ⇒ 00:18:56.780 Amber Lin: Hmm, I see.
147 00:18:56.780 ⇒ 00:19:06.110 YvetteRuiz: Which I think, truthfully, like, with the way that it was going yesterday, one, definitely getting out of the drive.
148 00:19:06.110 ⇒ 00:19:18.899 YvetteRuiz: like we had said, getting the TSRs out of the drive, but then not giving them access to the central dock, because they should be able to get that information there. And if they’re not getting the information from Andy, then…
149 00:19:19.210 ⇒ 00:19:22.819 YvetteRuiz: How are we, you know, how are we ever really gonna get them to…
150 00:19:22.930 ⇒ 00:19:30.669 YvetteRuiz: Tell us what’s missing, or give us that feedback, because all they’re doing… they’re not putting the feedback, they’re just reverting backwards.
151 00:19:33.660 ⇒ 00:19:38.309 Amber Lin: Okay, so… I fear a slight risk upon hearing that.
152 00:19:38.310 ⇒ 00:19:39.349 YvetteRuiz: Yeah, my brain.
153 00:19:39.350 ⇒ 00:19:44.600 Amber Lin: Yeah, what if it… what if Annie doesn’t have it? Oh, what is going to happen?
154 00:19:44.750 ⇒ 00:19:47.679 YvetteRuiz: If Andy doesn’t have the answer.
155 00:19:48.900 ⇒ 00:20:05.220 YvetteRuiz: Well, let me… what I… what I want to do then is, on our Tuesday meeting, I want to talk to all the managers right now and say, okay, look, we’re at this point right here, you know, here’s what we’re thinking, and then we’ll… I’ll get you a solid answer next week on how we’re gonna start.
156 00:20:05.580 ⇒ 00:20:07.679 YvetteRuiz: Do that. Doing all that. Okay.
157 00:20:07.860 ⇒ 00:20:14.539 Amber Lin: Because I know, as Janice mentioned, too, a big factor is, apart from the Pi Central dock.
158 00:20:14.650 ⇒ 00:20:16.870 Amber Lin: The other docs are even…
159 00:20:16.990 ⇒ 00:20:24.259 Amber Lin: especially mechanical, it’s even longer, and it’s understandable that it might be hard to navigate, because we spent
160 00:20:24.260 ⇒ 00:20:37.080 Amber Lin: hours cleaning up the Pest Central dog. We went through it bit, like, section by section, and Mechanical doesn’t have that right now. It’s just whatever was there, and whatever got added after.
161 00:20:37.330 ⇒ 00:20:43.289 Amber Lin: The navigation’s not very clean, and I think that will be a determinant as well.
162 00:20:43.990 ⇒ 00:20:51.209 Amber Lin: So, perhaps the first is… Maybe Janiece will have to meet with the trainers to clean it up.
163 00:20:51.450 ⇒ 00:21:02.849 Amber Lin: Even for… because even for them to keep updating the central document, if we don’t want CSRs to have access, then the trainers really need to own that document and know what it’s about.
164 00:21:02.850 ⇒ 00:21:04.760 YvetteRuiz: And know what’s in there.
165 00:21:05.130 ⇒ 00:21:07.329 YvetteRuiz: Maybe that’s the start right there.
166 00:21:07.330 ⇒ 00:21:07.700 Amber Lin: Yeah.
167 00:21:07.700 ⇒ 00:21:30.689 YvetteRuiz: And truthfully… Because that’s… I think that’s the stuff that is important when you’re meeting with these leaders, you know what I mean? Because I think right now, they’re still kind of, yeah, this is a choice. You know, it’s like, no, guys, this is what we’re working to, and in order for us to get… what are they missing? And I think we have got to do better of coming up with a checklist. I mean, we get all this information, but like, okay, what specific… where is pest right now?
168 00:21:30.690 ⇒ 00:21:42.210 YvetteRuiz: Right? Like, what are the… what are the open items that we’re still seeing, or what are we having with them? I think PEST is pretty much, from what I’m hearing, they’re laid out already. They’re pretty set, from what I understand.
169 00:21:42.210 ⇒ 00:21:46.950 YvetteRuiz: You know what I mean? So there is zero reason, in my opinion, why they shouldn’t just be using Andy.
170 00:21:47.730 ⇒ 00:21:59.609 YvetteRuiz: Right? I mean, and if things are… then we feed it, or up, up, updates go there. But the other departments, I’m not quite certain where they’re at right now. Right, and that’s where…
171 00:21:59.800 ⇒ 00:22:13.490 YvetteRuiz: that’s where we need to make sure of, because I think the only ones, like, Brenda knows that the central dock, Tiffany knows that there’s a central dock, and she helps Brenda with updating it, but mechanical and lawn, it has strictly been…
172 00:22:13.770 ⇒ 00:22:24.429 YvetteRuiz: Tara, Cass, and then Patricia. Yeah, then I’m gonna probably task you, then, to kind of make that checklist and see where everybody’s at, so then that way, we can, start
173 00:22:24.660 ⇒ 00:22:31.749 YvetteRuiz: okay, you’re missing this, what’s gonna, you know, what’s the timeline, what’s the commitment to get all this stuff done? But aside from pests.
174 00:22:31.870 ⇒ 00:22:35.320 YvetteRuiz: I think everybody… we still need work. Yes, we do.
175 00:22:35.320 ⇒ 00:22:42.349 Amber Lin: Yeah, because Denise knows exactly what’s in the central dock, but people… other… the other trainers wouldn’t know.
176 00:22:42.350 ⇒ 00:22:43.400 YvetteRuiz: Yeah. Wouldn’t, no.
177 00:22:43.750 ⇒ 00:22:58.410 YvetteRuiz: And with the pest one, the sad thing is, is it’s the pest trainer that’s, like, the central doc’s too busy, and she’s the one that was reverting back. So, getting her mindset out of there. Yeah, and we can talk to Shannon on that. Yeah.
178 00:22:58.410 ⇒ 00:23:16.460 Amber Lin: And also, I would love for feedback, too, as to if it is too busy, because if she’s saying that either it’s because she’s used to previous things, or because, like, I think mechanical, maybe it is too busy. I think PEST is relatively fine, because we did edit that for visuals,
179 00:23:17.290 ⇒ 00:23:22.459 Amber Lin: if the… maybe someone in mechanical set is too busy, I believe so.
180 00:23:23.080 ⇒ 00:23:32.439 Amber Lin: Like, I would have went in there and went, oh, it’s all text, there’s no colors and no headers, so maybe that’s something you gotta do.
181 00:23:32.780 ⇒ 00:23:33.300 YvetteRuiz: Yeah.
182 00:23:34.280 ⇒ 00:23:45.479 YvetteRuiz: Okay, well, I mean, I think we gotta do a better job on our end over here to really get them reined in and really align, okay, what specifically, and I would…
183 00:23:46.190 ⇒ 00:23:58.290 YvetteRuiz: I mean, if we had to create a template, I mean, not a template, but a checklist. Like, what specifically, where are we today? What are all the missing items? And then talk next steps.
184 00:24:01.080 ⇒ 00:24:02.250 Amber Lin: Mmm…
185 00:24:05.740 ⇒ 00:24:06.710 Amber Lin: Okay.
186 00:24:06.920 ⇒ 00:24:10.580 Amber Lin: So let’s discuss that next week when we regroup.
187 00:24:10.860 ⇒ 00:24:12.250 YvetteRuiz: Yep.
188 00:24:12.450 ⇒ 00:24:13.370 Amber Lin: Sounds good.
189 00:24:15.130 ⇒ 00:24:17.159 YvetteRuiz: That is one of my… my to-dos.
190 00:24:17.730 ⇒ 00:24:18.490 YvetteRuiz: Okay.
191 00:24:22.090 ⇒ 00:24:29.260 YvetteRuiz: And then, yeah, if you can just kind of give me a quick tutorial, or even if, I mean, you could do it now, or if you want to send me a video, I’m cool with that, too.
192 00:24:29.260 ⇒ 00:24:31.119 Amber Lin: I can do that right now.
193 00:24:31.280 ⇒ 00:24:32.000 YvetteRuiz: Okay, cool.
194 00:24:32.000 ⇒ 00:24:38.400 Amber Lin: So… The feedback comes in, and it goes into… Here.
195 00:24:38.880 ⇒ 00:24:51.459 Amber Lin: So this will have a list of all of the feedback, and usually their format is just triage, CSR feedback from name, department that they were asking, and then
196 00:24:51.640 ⇒ 00:24:58.010 Amber Lin: This is the date that it came in, so it can tell you, okay, when has this happened, and what’s going on.
197 00:24:58.680 ⇒ 00:25:05.679 Amber Lin: when I triage this, I try to add what this is about.
198 00:25:06.010 ⇒ 00:25:13.439 Amber Lin: And then put it here, just so that I can scan it faster, because usually it’s a lot of…
199 00:25:13.730 ⇒ 00:25:20.810 Amber Lin: items, and it won’t make sense unless I have something in the title. So I tried to do that, and…
200 00:25:21.250 ⇒ 00:25:27.910 Amber Lin: When we triage it, we can assign it to a person.
201 00:25:28.120 ⇒ 00:25:30.939 Amber Lin: And then we can assign to do.
202 00:25:31.090 ⇒ 00:25:33.859 Amber Lin: So, let’s look at this one.
203 00:25:34.570 ⇒ 00:25:39.039 Amber Lin: Resident inspector for this zip code.
204 00:25:39.440 ⇒ 00:25:43.050 Amber Lin: Didn’t find any… Okay.
205 00:25:43.640 ⇒ 00:25:47.360 Amber Lin: So that’s… that would be an issue for us.
206 00:25:47.860 ⇒ 00:25:52.400 Amber Lin: So, that would be… I will assign to Casey.
207 00:25:52.850 ⇒ 00:25:54.720 Amber Lin: I always say to you.
208 00:25:56.590 ⇒ 00:26:03.369 Amber Lin: And then, going into the current cycle, So, these are the issues.
209 00:26:04.960 ⇒ 00:26:20.719 Amber Lin: I try to group things together so that we can attack a bunch of questions that have the same theme. So, I have here… this list of questions is zip code and technician lawn related, and then…
210 00:26:21.290 ⇒ 00:26:38.519 Amber Lin: this you guys don’t have to do, this is more of, I’m helping our engineers understand what is the thorough thread through all these tickets, and they’re… they can go investigate one issue that will solve all of them. But usually it’s, I would assign it, say, to Janiece.
211 00:26:39.070 ⇒ 00:26:45.380 Amber Lin: And I would put… Questions up here, and then…
212 00:26:45.700 ⇒ 00:26:59.829 Amber Lin: I will put any comments I have, any tests I made in Andy, the relative sections I found in the central doc, and then I will assign it to Janiece, and if Janice sees anything that’s
213 00:26:59.880 ⇒ 00:27:16.620 Amber Lin: She’s saying, oh, it is an essential dog, but this doesn’t work, she would put the screenshot in there, and then assign it back to me, and then I’ll know that, hey, this is not a, ABC team issue, this is something that we need to look at, because the information is in there.
214 00:27:17.080 ⇒ 00:27:17.710 YvetteRuiz: Gotcha.
215 00:27:17.710 ⇒ 00:27:29.570 Amber Lin: And then after everything is fixed, so after we have confirmed and tested, we would put the confirmed image of the Andy response in the comments.
216 00:27:31.770 ⇒ 00:27:40.350 Amber Lin: And then we would assign it back to Janiece, and Janice would confirm. If it’s a pest issue, Janice will confirm, oh, hey, this is…
217 00:27:40.570 ⇒ 00:27:50.280 Amber Lin: This is correct. So I would put… I would put a screenshot saying, hey, it didn’t get the answer, and that someone… someone will come and look at it.
218 00:27:52.690 ⇒ 00:27:56.379 Amber Lin: Any specific questions you have, so I can walk you through?
219 00:27:56.940 ⇒ 00:28:01.609 YvetteRuiz: No, no, not at the moment. Like I said, once I… I mean, I just see that the…
220 00:28:02.400 ⇒ 00:28:08.820 YvetteRuiz: just kind of the walkthrough, and once I start going in there and looking at it, I’m pretty sure that I’ll come up with some questions.
221 00:28:08.820 ⇒ 00:28:09.540 Amber Lin: Yep, of course.
222 00:28:09.540 ⇒ 00:28:14.339 YvetteRuiz: Yeah, okay. Dot dot dot.
223 00:28:14.550 ⇒ 00:28:20.629 YvetteRuiz: I think that’s… I’m just kind of reading through those notes from last week.
224 00:28:23.030 ⇒ 00:28:28.940 YvetteRuiz: triage tickets, combining universal documents, we talked to our archiving CSR Drive.
225 00:28:29.210 ⇒ 00:28:31.160 YvetteRuiz: You know, our meeting…
226 00:28:31.860 ⇒ 00:28:40.989 YvetteRuiz: next… I mean, whenever we met. We already had that. We’ll visit again on more, more of that next week.
227 00:28:42.430 ⇒ 00:28:44.160 YvetteRuiz: And then the training, yeah.
228 00:28:44.770 ⇒ 00:28:51.799 YvetteRuiz: And then you’re gonna get with, the non… the non-pest stuff. Okay, I think that’s it. What else do you have on your end? That’s all.
229 00:28:51.800 ⇒ 00:28:56.390 Amber Lin: Yeah, on the Andy Daly message.
230 00:28:56.750 ⇒ 00:28:59.979 Amber Lin: Are you guys gonna let me know who you want to test with?
231 00:29:00.410 ⇒ 00:29:04.860 YvetteRuiz: Yes, I have it on my here to get a list together, and I’ll put it in the chat.
232 00:29:04.860 ⇒ 00:29:05.700 Amber Lin: I think it shouldn’t…
233 00:29:05.700 ⇒ 00:29:09.479 YvetteRuiz: And then I’m gonna get you a message for the holiday promo and what to put.
234 00:29:09.480 ⇒ 00:29:13.210 Amber Lin: Awesome. I think we don’t have to have
235 00:29:13.550 ⇒ 00:29:33.049 Amber Lin: all of the… I think it should be relatively random. I think, in terms of their tenure, their activity, I think that will help us see how it improves, because if they’re already very, very active, then it might not… we might not… we will have a very skewed sample, and then we wouldn’t know how it looks like.
236 00:29:33.380 ⇒ 00:29:34.630 YvetteRuiz: Yeah, okay.
237 00:29:35.020 ⇒ 00:29:35.810 YvetteRuiz: Makes sense.
238 00:29:46.270 ⇒ 00:29:47.410 Amber Lin: Awesome.
239 00:29:48.830 ⇒ 00:29:49.750 Amber Lin: Okay.
240 00:29:49.940 ⇒ 00:29:55.159 Amber Lin: Great. Thank you guys so much for meeting. I’ll see you guys next Monday, or tomorrow, too.
241 00:29:55.160 ⇒ 00:29:59.399 YvetteRuiz: Yeah, tomorrow. Tomorrow. Alrighty, thank you. Bye. Bye-bye.