Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-11-06 Meeting participants: read.ai meeting notes, JanieceGarcia, Amber Lin, Uttam Kumaran, YvetteRuiz
WEBVTT
1 00:01:55.050 ⇒ 00:01:56.390 Amber Lin: Heather!
2 00:01:57.070 ⇒ 00:01:58.150 JanieceGarcia: Hi!
3 00:02:01.670 ⇒ 00:02:06.080 Amber Lin: Do we know if Yvette were… oh, there’s Yvette. Oh!
4 00:02:11.160 ⇒ 00:02:12.650 YvetteRuiz: Let’s see…
5 00:02:31.670 ⇒ 00:02:33.190 YvetteRuiz: Hello!
6 00:02:33.190 ⇒ 00:02:34.200 Amber Lin: Hi!
7 00:02:34.200 ⇒ 00:02:36.949 YvetteRuiz: Steven will not be in the meeting.
8 00:02:39.960 ⇒ 00:02:42.880 Amber Lin: Okay, all good. I mean, you guys talked this week.
9 00:02:43.550 ⇒ 00:02:44.800 Amber Lin: There’s…
10 00:02:44.950 ⇒ 00:03:01.219 Amber Lin: mostly operational updates today, and then just want to capture, like, on a day-to-day basis, what the concerns are this week and next week, and we’ll continue to have, like, the high-level discussion of where we’re at. Oops, sorry.
11 00:03:01.910 ⇒ 00:03:04.419 Amber Lin: Right here.
12 00:03:09.910 ⇒ 00:03:10.900 Amber Lin: Okay.
13 00:03:16.830 ⇒ 00:03:26.040 Amber Lin: So still starting off from usage, last week, we did pretty well.
14 00:03:26.130 ⇒ 00:03:30.389 Amber Lin: And then, this week, we’re seeing a little bit of decline again.
15 00:03:30.440 ⇒ 00:03:46.370 Amber Lin: And I think we’re at that point where we hover around a certain value, and then if we push them a bit, it goes up, and then we don’t have that much time to push everybody, and then it goes down. So it still fluctuates.
16 00:03:46.710 ⇒ 00:03:50.679 Amber Lin: Slightly below our goals, and…
17 00:03:51.180 ⇒ 00:03:55.690 Amber Lin: I was wondering what you guys think of…
18 00:03:55.820 ⇒ 00:04:02.600 Amber Lin: what can we do to make it more sustainable? Because I… I don’t think it can just be you two that’s…
19 00:04:02.740 ⇒ 00:04:06.089 Amber Lin: pushing… Pushing everybody along.
20 00:04:06.520 ⇒ 00:04:10.940 Uttam Kumaran: Who’ve been this week, Amber, with the nudges from Andy? Like, pushing.
21 00:04:12.220 ⇒ 00:04:15.049 Amber Lin: We only rolled it out to a…
22 00:04:15.290 ⇒ 00:04:29.859 Amber Lin: a few people, that Yvette sent us, so I can go ahead and check that. We started on Tuesday, so I only have 2 days of data, so I would like to see if it has improved after we have more days.
23 00:04:30.440 ⇒ 00:04:32.480 YvetteRuiz: on the welcome… on what was that?
24 00:04:32.480 ⇒ 00:04:35.840 Amber Lin: On the… sorry, let me pull it up.
25 00:04:35.840 ⇒ 00:04:37.150 YvetteRuiz: The daily message?
26 00:04:37.300 ⇒ 00:04:37.870 Amber Lin: Yeah.
27 00:04:40.280 ⇒ 00:04:51.170 YvetteRuiz: I mean, the first day where we rolled it out, which was yesterday, we had 2, 3, 4, 5, 6 responses, and then today we only had 1.
28 00:04:53.820 ⇒ 00:04:57.840 Amber Lin: So… I think we might… we should do…
29 00:04:58.380 ⇒ 00:05:12.540 Amber Lin: different messages each day, because if they see the same thing, even though it is something very current, this holiday contest, if they still see something that’s the same, they’ll just gloss over it.
30 00:05:13.160 ⇒ 00:05:27.259 YvetteRuiz: Yeah, that’s fine. I mean, that’s kind of what I had suggested, if you want to… if we can do something different all the time. So, I just… how do we want to do this, though? Who’s going to be putting the message, like, to send? Do you want me to create one for each day? How do we want to do this?
31 00:05:27.870 ⇒ 00:05:31.329 Amber Lin: I want to start off with the most…
32 00:05:31.620 ⇒ 00:05:37.179 Amber Lin: Basic ones, so ones that we can generate, so we can use anything that’s in the central dock.
33 00:05:37.180 ⇒ 00:05:37.500 YvetteRuiz: I mean?
34 00:05:37.500 ⇒ 00:05:56.350 Amber Lin: oh, by the way, so we can use that to generate messages without your guys’ input, because that’s just existing knowledge. However, if there’s special things you guys want to push out, such as this, oh, this new, oh, by the way, this new thing, a reminder for upcoming event, like, those type of things, I would like to
35 00:05:56.560 ⇒ 00:06:07.279 Amber Lin: Either have a form or somewhere that you can type it in, and then that it will automatically show up, because, for those, it will take some back and forth.
36 00:06:07.380 ⇒ 00:06:12.380 Amber Lin: If you have… you guys have to tell us each time, and then we have to adjust a message.
37 00:06:12.530 ⇒ 00:06:21.079 Uttam Kumaran: Yeah, maybe, Amber, even one option is you have… you should just have, also, AI generate a bunch of messages, like, we can generate a schedule.
38 00:06:21.210 ⇒ 00:06:39.320 Uttam Kumaran: messages, and then in case the event team wants to add something manual, they can just, like, basically enter into the schedule. That way, it’s like, producing a message like this, Andy will actually be able to help you write, basically, like, what other messages we should send.
39 00:06:39.440 ⇒ 00:06:44.369 Uttam Kumaran: And then, I think you can work with the team to figure out,
40 00:06:45.020 ⇒ 00:06:54.279 Uttam Kumaran: like, whether this is in a Google Sheet or whatever, but then in case, like, we want to interject or edit, we can go in and edit the messages that’s gonna come out. Otherwise.
41 00:06:54.830 ⇒ 00:07:02.750 Uttam Kumaran: you know, I think you can probably go through and just… and… and build a schedule at least one or two months in advance for each day.
42 00:07:02.900 ⇒ 00:07:03.850 Uttam Kumaran: Yeah.
43 00:07:05.600 ⇒ 00:07:25.780 YvetteRuiz: Yeah, I agree. I mean, that’s kind of what I did when I first sent this one over, is I just had created a message Monday through Friday, and I used AI just to kind of say, okay, here’s all the topics that I want. So if we want to lay it out for the month, week, month, whatever, I just need to know what form that we need to do to fill out, what’s our process, so then that way, when we do have something come up.
44 00:07:25.780 ⇒ 00:07:28.179 YvetteRuiz: We know where to go and send it.
45 00:07:28.300 ⇒ 00:07:28.680 Amber Lin: That’s…
46 00:07:28.680 ⇒ 00:07:43.800 YvetteRuiz: And then, the other thing is we talked about the updates, the weekly updates, of what are we working on? What feedback have we received from the team? Where are we at? Because I think that’s the big gap that’s
47 00:07:43.800 ⇒ 00:07:50.910 YvetteRuiz: Also, because if we’re not getting back to them, letting them know, hey, these are all the things that we’re working on, here’s.
48 00:07:50.910 ⇒ 00:07:51.360 Amber Lin: So we’re.
49 00:07:51.970 ⇒ 00:07:55.740 YvetteRuiz: That’s where some of the… Well, I’m not gonna use it, because…
50 00:07:55.740 ⇒ 00:08:01.070 Amber Lin: It still provided me the wrong information, and I already put my follow-up in. Yeah, I hear you.
51 00:08:01.180 ⇒ 00:08:10.749 Amber Lin: That’s something that we’ll like to roll out probably next week as well, because this week we were pulling this, we were making this available.
52 00:08:10.750 ⇒ 00:08:22.940 Amber Lin: And now that we know we can send messages to people, that wouldn’t be… that wouldn’t be too hard, because it’s the same workflow, it’s a summary of what already happened, and we have everything in tickets.
53 00:08:29.280 ⇒ 00:08:35.460 YvetteRuiz: and I’m sorry, Amber, say that again, the… did you give me a timeline? You said you can… we can make it happen, or how soon?
54 00:08:35.460 ⇒ 00:08:38.850 Amber Lin: We’re aiming… we’re aiming… I think we can aim for next week.
55 00:08:42.830 ⇒ 00:08:50.229 YvetteRuiz: And… we would send those out every Monday, or is that kind of the thought?
56 00:08:51.680 ⇒ 00:08:53.550 Uttam Kumaran: I would say more frequent, right?
57 00:08:54.720 ⇒ 00:09:04.129 YvetteRuiz: I mean, it’d be great, but I just… again, I’m just talking through it. We can do it. However freak… I mean, I… again, how many do we have open, Janiece?
58 00:09:07.980 ⇒ 00:09:11.679 YvetteRuiz: Right now, like, what’s… what’s pending right now?
59 00:09:12.250 ⇒ 00:09:14.190 YvetteRuiz: I know I saw your… you…
60 00:09:14.960 ⇒ 00:09:19.969 JanieceGarcia: So… with our tickets, I have…
61 00:09:21.910 ⇒ 00:09:39.049 JanieceGarcia: 6 in mine, but they are pretty much the same. I know Patricia is getting through hers now, so she is definitely going through all of hers. We do have 12 different in the
62 00:09:39.110 ⇒ 00:09:51.330 JanieceGarcia: Triage box, but that is mechanical… Home… And commercial. That’s in there.
63 00:09:51.760 ⇒ 00:10:09.279 JanieceGarcia: But with the tickets, I will say it is still, like, on the home side. It’s… and I actually got with Brenda while I was here today, and Steve to try and figure out what we can do for zip codes and areas, but making sure, and I sent Trisana
64 00:10:09.410 ⇒ 00:10:25.540 JanieceGarcia: Also an email, because, like, window is saying yes when it comes to… if you ask, okay, who does window inspections in the 78749? But if you ask that same question for gutter or for…
65 00:10:25.540 ⇒ 00:10:33.429 JanieceGarcia: Power washing, it’s telling you no, and it’s because Andy’s pulling it from the areas by zips and branches.
66 00:10:34.230 ⇒ 00:10:38.630 JanieceGarcia: So, we’ve gotta make sure that that’s, yeah, that’s giving the wrong…
67 00:10:39.350 ⇒ 00:10:46.710 JanieceGarcia: wrong information. So… and that was something that actually Brenda brought to me today.
68 00:10:47.600 ⇒ 00:10:56.450 JanieceGarcia: So really, I mean, the biggest thing is still on the zip codes and the inspectors. I actually have one in there, too, that I sent, to myself.
69 00:10:56.550 ⇒ 00:11:08.299 JanieceGarcia: while I was doing the, oh, by the way, scheduling, or estimate scheduling with the dispatchers today, because it’s still not doing the correct inspectors for, like, holiday lights.
70 00:11:09.120 ⇒ 00:11:09.560 Amber Lin: Mmm.
71 00:11:09.560 ⇒ 00:11:15.109 JanieceGarcia: So… It’s… it’s still not giving correct information with… with inspector stuff.
72 00:11:15.700 ⇒ 00:11:16.859 Amber Lin: I see, I hear you.
73 00:11:16.860 ⇒ 00:11:18.469 JanieceGarcia: I want to ask more questions.
74 00:11:18.910 ⇒ 00:11:33.210 Amber Lin: That will be awesome, because I went through all the feedback, and I think the main issues right now are, one, on the universal inspectors and everything that relates to that, and then the service areas. And I dug into both, and it’s because
75 00:11:33.210 ⇒ 00:11:50.490 Amber Lin: We never tagged inspectors as universal. It’s always this service, who covers it, right? So we can’t answer anything that’s universal. I think doing that will change how the response comes out. And also for service areas, when I looked at the
76 00:11:50.720 ⇒ 00:12:09.179 Amber Lin: sheet that we started with, it was very high level of, say, for mechanical, do we do HVAC, or plumbing, or this? We don’t have specifics such as gutter cleaning, and whenever Annie’s asked that type of question, it would just assume that
77 00:12:09.330 ⇒ 00:12:14.410 Amber Lin: So, that might take some time or work together to see
78 00:12:14.740 ⇒ 00:12:19.000 Amber Lin: For each service, like, how do we tag it in the service areas?
79 00:12:19.000 ⇒ 00:12:27.459 JanieceGarcia: With that, though, Amber, what about the sheet that you and I created a couple weeks ago on what areas cover what?
80 00:12:28.000 ⇒ 00:12:35.760 JanieceGarcia: or not what areas, but what departments cover what. So, like, for mechanical, with the EV chargers.
81 00:12:36.000 ⇒ 00:12:40.450 JanieceGarcia: that is part of mechanical. So we have that list broken down.
82 00:12:40.570 ⇒ 00:12:44.110 JanieceGarcia: Would we not be able to tag that on as.
83 00:12:44.110 ⇒ 00:13:01.910 Amber Lin: We have that list, but when it comes to a question of, is this service done in this zip code, we’re not able to answer that right now, because we don’t… we don’t… we know that mechanicals, it covers EV charges, but we wouldn’t know, say, which…
84 00:13:02.640 ⇒ 00:13:06.930 JanieceGarcia: Is it just the Austin zip codes, or does San Marcos do it, or…
85 00:13:06.930 ⇒ 00:13:11.669 Amber Lin: So it’s only at this level of, granularity.
86 00:13:11.670 ⇒ 00:13:16.609 YvetteRuiz: Yeah, that was… yeah, that’s always been the issue. I mean, I think…
87 00:13:17.070 ⇒ 00:13:32.110 YvetteRuiz: They’re not going to remember this, because we were speaking different languages in the beginning, but that’s one of the big things that I brought up in the beginning, getting so granular. We have to get that granular, because that’s how specific our agents are going to get, because those are the questions that they get on the phone.
88 00:13:32.110 ⇒ 00:13:38.340 JanieceGarcia: Exactly, and so, Yvette, just so you know, too, this was the email that I did send to Trifonna.
89 00:13:38.440 ⇒ 00:13:53.499 JanieceGarcia: I can forward it to you, so that way you’re on there. But yeah, because that… that is coming up, especially right now with holiday lights. It’s not just window, it’s also gutter cleaning or power washing that people are doing for the… or not holiday lights, but for the holidays.
90 00:13:53.720 ⇒ 00:13:54.390 Amber Lin: Period.
91 00:13:54.570 ⇒ 00:13:54.930 YvetteRuiz: Anyway.
92 00:13:54.930 ⇒ 00:13:56.290 JanieceGarcia: Our house is ready.
93 00:13:56.290 ⇒ 00:13:56.770 Amber Lin: Hmm.
94 00:13:56.770 ⇒ 00:14:02.469 JanieceGarcia: So I did… I did send an email on that to see what we can do, but…
95 00:14:03.450 ⇒ 00:14:03.930 Amber Lin: Is there…
96 00:14:03.930 ⇒ 00:14:20.390 YvetteRuiz: The problem is, is that, like, even in Evolve, it’s not even that granular. That’s kind of why the integration wouldn’t even help, because it’s not, you know what I mean? It’s very generic, just like that. You’ve got to go down to the attributes. I mean, even the attributes aren’t that specific. So we are going to have to come up with some type of…
97 00:14:20.890 ⇒ 00:14:22.860 YvetteRuiz: master list.
98 00:14:23.120 ⇒ 00:14:25.569 YvetteRuiz: That specifically lays out…
99 00:14:25.930 ⇒ 00:14:38.009 JanieceGarcia: every little thing. I wonder, though, now I’m just thinking out loud, but I wonder, since we did add trash bin, whenever we did that, we changed the window power and gutter to washing and cleaning?
100 00:14:38.450 ⇒ 00:14:44.759 JanieceGarcia: I wonder if they just changed that title, because at that point, wherever we do window is where we’re going to do Gutter and Power, because they do all.
101 00:14:44.760 ⇒ 00:14:45.860 YvetteRuiz: I would just use it.
102 00:14:45.860 ⇒ 00:14:48.120 JanieceGarcia: Just use it as a generic title.
103 00:14:48.290 ⇒ 00:14:49.090 JanieceGarcia: I’m gonna add that.
104 00:14:49.090 ⇒ 00:14:52.000 YvetteRuiz: I mean, but that’s not… that would handle that part of it, but what.
105 00:14:52.000 ⇒ 00:14:56.499 JanieceGarcia: That would handle that, but the mechanical side, yeah, the mechanical side is still… yep.
106 00:14:56.560 ⇒ 00:14:58.869 YvetteRuiz: This is gonna be electric, plumbing…
107 00:14:59.980 ⇒ 00:15:01.090 YvetteRuiz: Very basic.
108 00:15:01.210 ⇒ 00:15:07.349 YvetteRuiz: Yep. But I think cast and them can provide that to us? I don’t know. We’re gonna have to think on that.
109 00:15:07.510 ⇒ 00:15:11.950 Amber Lin: We can assign it to each department,
110 00:15:12.360 ⇒ 00:15:28.370 Amber Lin: Let me see how many zip codes are there. I see. There’s, like, 700 zip codes, but we can start with just copying over, say, if it falls under plumbing, or if it falls under somewhere, we can copy it over, and they can check what’s… what’s…
111 00:15:28.370 ⇒ 00:15:29.060 JanieceGarcia: That’s what?
112 00:15:29.060 ⇒ 00:15:34.519 Amber Lin: what changed, like, specific things that’s different, I think that might help.
113 00:15:34.730 ⇒ 00:15:36.139 Amber Lin: I just don’t…
114 00:15:36.140 ⇒ 00:15:40.359 YvetteRuiz: What happens if we ask… What service do we…
115 00:15:40.660 ⇒ 00:15:49.660 YvetteRuiz: what zip… do we do mosquito service on the 78… that it… just give a zip code? What does it say at that point?
116 00:15:50.520 ⇒ 00:15:53.999 YvetteRuiz: I mean, I guess I could… I could ask myself. Let’s see.
117 00:15:54.000 ⇒ 00:15:59.170 Amber Lin: Let’s see, what zip code do we want to use? The 787…
118 00:15:59.170 ⇒ 00:16:00.230 YvetteRuiz: 209.
119 00:16:00.840 ⇒ 00:16:02.620 JanieceGarcia: That’s my favorite zip code.
120 00:16:02.790 ⇒ 00:16:04.836 YvetteRuiz: 20 nights.
121 00:16:05.860 ⇒ 00:16:06.560 JanieceGarcia: Love it.
122 00:16:07.590 ⇒ 00:16:09.440 Amber Lin: Wait, 7…
123 00:16:09.790 ⇒ 00:16:11.940 YvetteRuiz: 78209.
124 00:16:11.940 ⇒ 00:16:19.249 Amber Lin: Do we cover mosquito syrup?
125 00:16:19.630 ⇒ 00:16:25.310 Amber Lin: In zip code, mosquito misting? Cleaning? Misting?
126 00:16:26.650 ⇒ 00:16:29.059 YvetteRuiz: Yeah, let’s go ahead and do mosquito misting, yeah.
127 00:16:31.430 ⇒ 00:16:32.360 JanieceGarcia: Alright, whoa!
128 00:16:33.980 ⇒ 00:16:35.869 YvetteRuiz: What did it populate?
129 00:16:36.330 ⇒ 00:16:50.429 JanieceGarcia: Mine populated everything. Yes, we do offer mosquito service in 78209 zip code area. Here are the details. And then it lists mosquito backpack misting, what that is, mosquito system standalone, what that is, mosquito maintenance.
130 00:16:50.650 ⇒ 00:16:53.280 YvetteRuiz: So why is it pulling it up that…
131 00:16:55.280 ⇒ 00:17:04.000 Amber Lin: Yeah, right now, because… it’s because it falls under residential pests or termite. It falls under this, so it just is…
132 00:17:04.000 ⇒ 00:17:04.819 JanieceGarcia: No…
133 00:17:04.829 ⇒ 00:17:10.529 YvetteRuiz: But that’s not even granular. Let’s… that’s not even…
134 00:17:11.089 ⇒ 00:17:17.119 YvetteRuiz: That is… it’s not even listed as mosquito missing on that spreadsheet, so why is… how… where is this coming from?
135 00:17:17.609 ⇒ 00:17:27.210 Amber Lin: This, I think this comes from our Pest Central doc, which specifies mosquito misting falls under Pest, specifically?
136 00:17:27.210 ⇒ 00:17:27.660 JanieceGarcia: does.
137 00:17:27.660 ⇒ 00:17:36.070 Amber Lin: And then… Because we did that. Yeah, I remember this wording. Like, I remember that we have this wording in the central doc.
138 00:17:36.510 ⇒ 00:17:41.129 YvetteRuiz: Is that what we need to do for the other lines of business?
139 00:17:41.460 ⇒ 00:17:44.909 Amber Lin: I want to try to keep the coverage the same.
140 00:17:45.680 ⇒ 00:17:46.070 JanieceGarcia: I think…
141 00:17:46.070 ⇒ 00:17:46.970 Amber Lin: Yeah.
142 00:17:48.730 ⇒ 00:18:05.579 JanieceGarcia: I agree. I think we should. I think we need to get that granular. And I know with Patricia, that’s what she had asked me. When she’s ready. She’s gonna let me know, hey, can you help me go through my central doc and make it more detailed, and break it out and reorganize it?
143 00:18:05.580 ⇒ 00:18:10.789 JanieceGarcia: So I know that’s what she wants to do. So on the lawn side, it’s…
144 00:18:10.810 ⇒ 00:18:16.559 JanieceGarcia: for sure going to happen, but I think we need to… if we’re doing it on those two, we need to do it on…
145 00:18:16.560 ⇒ 00:18:33.840 YvetteRuiz: That’s exactly what I’m saying, is like, okay, what should be our format? Like, what… because I don’t want, okay, you do this, you do that, I mean, if we already have… I mean, because it looks like that’s why I wanted to do Mosquito, see what it told me, it’s tied to something on that…
146 00:18:34.740 ⇒ 00:18:35.450 JanieceGarcia: dog.
147 00:18:35.450 ⇒ 00:18:49.120 YvetteRuiz: on that document. So, do we want to do… mirror that same thing? So, electric. If we do electric in those zip codes, then can we tie all the electric services to that, and it’ll populate just like this?
148 00:18:50.770 ⇒ 00:18:52.070 YvetteRuiz: I think that’s…
149 00:18:52.080 ⇒ 00:18:58.709 JanieceGarcia: And I think that’s exactly right, because then at that point, it would be the same thing, Amber, I believe, that we did, so…
150 00:18:59.160 ⇒ 00:19:04.229 JanieceGarcia: This word also is for this, this word is also for this. It’s using those.
151 00:19:04.230 ⇒ 00:19:05.170 Amber Lin: Yeah.
152 00:19:05.370 ⇒ 00:19:07.890 JanieceGarcia: those different ways, those…
153 00:19:09.440 ⇒ 00:19:27.389 Amber Lin: I just want to confirm, say, if it’s… if we are sure that we cover, say, appliance services in this zip code, does it mean that it covers all of the branches that fall under appliances? See, if it’s gutter cleaning, then if…
154 00:19:27.470 ⇒ 00:19:36.180 Amber Lin: Whichever one the gutter cleaning falls under, does it mean that every single… like, does the zip code matches one-to-one?
155 00:19:36.530 ⇒ 00:19:37.499 JanieceGarcia: Yes, it does.
156 00:19:37.500 ⇒ 00:19:39.559 YvetteRuiz: Yeah, because it’s going to be the brand… it’s based off the.
157 00:19:39.560 ⇒ 00:19:44.160 Amber Lin: The zip code, yeah. So, like, if it is, do you do…
158 00:19:44.320 ⇒ 00:19:54.499 YvetteRuiz: refrigerator repairs. Well, that would fall under appliance, and depending on that zip code, it’s gonna tie to the branch, whatever that zip code belongs to.
159 00:19:54.500 ⇒ 00:20:01.649 Amber Lin: Okay, then yeah, that wouldn’t be too big of an issue, because then it means that we don’t need to add extra columns here.
160 00:20:01.650 ⇒ 00:20:02.920 YvetteRuiz: Yeah, yeah, I think that just, again.
161 00:20:03.160 ⇒ 00:20:06.389 Amber Lin: that what means what, so that makes sense.
162 00:20:08.090 ⇒ 00:20:19.590 YvetteRuiz: So I think that’s the project that we have got to get all our departments to do is, okay, what falls under appliance? What services fall under appliance? What falls under plumbing?
163 00:20:27.320 ⇒ 00:20:30.729 YvetteRuiz: Janice, are you gonna take that back, or how are we gonna do that?
164 00:20:31.660 ⇒ 00:20:39.730 JanieceGarcia: I can… then I can go ahead and make sure… making notes for myself, too. But make sure that we are…
165 00:20:39.910 ⇒ 00:20:43.250 JanieceGarcia: We’re getting those, so then I can just get it to Amber, and she can add it.
166 00:20:43.570 ⇒ 00:20:54.749 JanieceGarcia: It’s the same as we did for, like, Universal is also known as inspector or arborist, or irrigation, or… it’s gonna be the same thing. So, yes. Yes, ma’am. I got my notes.
167 00:20:55.640 ⇒ 00:20:56.330 YvetteRuiz: F.
168 00:20:56.430 ⇒ 00:20:57.979 JanieceGarcia: I am going to take it.
169 00:20:57.980 ⇒ 00:21:01.720 YvetteRuiz: Well, the quicker that we can get this, the quicker we’ll get that problem solved.
170 00:21:01.720 ⇒ 00:21:07.719 Amber Lin: Awesome. Also on commercial, I’ve seen… I’m seeing a few feedbacks come in.
171 00:21:10.660 ⇒ 00:21:20.470 Amber Lin: Can we check in on them, on how they’re using it? Because the sooner we get more feedback of, this is not good, that’s not good, the better… the better we can make it.
172 00:21:22.240 ⇒ 00:21:25.190 YvetteRuiz: So, you have not gotten any feedback.
173 00:21:25.190 ⇒ 00:21:27.970 Amber Lin: Is that for a commercial?
174 00:21:27.970 ⇒ 00:21:28.560 JanieceGarcia: view in there.
175 00:21:28.560 ⇒ 00:21:30.780 Amber Lin: There’s not a lot.
176 00:21:33.270 ⇒ 00:21:34.190 Amber Lin: justice.
177 00:21:34.190 ⇒ 00:21:35.339 JanieceGarcia: For the most part.
178 00:21:44.390 ⇒ 00:21:46.569 Amber Lin: No, not seen that many.
179 00:21:54.710 ⇒ 00:21:56.000 Uttam Kumaran: sniped, this is probably…
180 00:21:56.870 ⇒ 00:21:58.120 YvetteRuiz: And just chatted him.
181 00:22:11.950 ⇒ 00:22:14.439 Amber Lin: Okay, sounds good.
182 00:22:14.570 ⇒ 00:22:18.059 Amber Lin: Anything else that’s on top of your mind?
183 00:22:18.850 ⇒ 00:22:29.960 JanieceGarcia: I wanted to ask, too, I know whenever you had told… we had talked on Monday, Amber, the 60-40, how is that number… how did we come up with that number on…
184 00:22:31.200 ⇒ 00:22:42.289 Amber Lin: So I looked at the triage tickets that came in newly that week, and I manually counted them, because currently we don’t,
185 00:22:42.850 ⇒ 00:22:51.439 Amber Lin: because our tickets go back and forth, whenever they do get assigned, then they go back and forth, so I looked at the new tickets, and I just counted, okay.
186 00:22:51.440 ⇒ 00:22:53.169 JanieceGarcia: For… for that week.
187 00:22:54.650 ⇒ 00:22:55.360 JanieceGarcia: Okay.
188 00:22:55.960 ⇒ 00:22:56.500 Amber Lin: Yeah.
189 00:22:56.940 ⇒ 00:23:04.140 Amber Lin: Because we only care about the new upcoming triage tickets and how the burden would be moving forward.
190 00:23:04.270 ⇒ 00:23:05.030 JanieceGarcia: Okay.
191 00:23:05.030 ⇒ 00:23:05.540 Amber Lin: Yeah.
192 00:23:17.550 ⇒ 00:23:26.970 YvetteRuiz: So, on… Janice, on the… the question that came up with the lead line team, what’s going to be the goal to fix all that?
193 00:23:27.100 ⇒ 00:23:27.660 YvetteRuiz: So…
194 00:23:27.660 ⇒ 00:23:29.330 JanieceGarcia: Oh, perfect.
195 00:23:29.840 ⇒ 00:23:30.860 YvetteRuiz: Yes.
196 00:23:30.860 ⇒ 00:23:34.890 JanieceGarcia: So, I asked… I actually did this today.
197 00:23:35.280 ⇒ 00:23:43.170 JanieceGarcia: Because I was doing one of my one-on-ones with somebody on my team, And looking at it,
198 00:23:44.760 ⇒ 00:24:04.409 JanieceGarcia: Because with her, she’s still learning the pest side of everything, and rodents is her biggest deal, so I’m gonna work with her on the rodent training. And so when we ask Amber, what does a rodent customer have coverage for, or what is the RMP coverage? And it spits out everything.
199 00:24:04.450 ⇒ 00:24:09.329 JanieceGarcia: Right? But we needed to go back in and ask a second question.
200 00:24:09.440 ⇒ 00:24:22.379 JanieceGarcia: what is the attributes the customer has? How can we set that up? Because then, if the customer has, say, baiting, they’re not going to be covered the same way if they just have R&P.
201 00:24:22.380 ⇒ 00:24:22.820 Amber Lin: Hmm.
202 00:24:22.820 ⇒ 00:24:23.540 JanieceGarcia: or…
203 00:24:23.810 ⇒ 00:24:25.489 Amber Lin: If they were to have annual.
204 00:24:25.780 ⇒ 00:24:28.650 Amber Lin: I hear you. So you want to understand…
205 00:24:28.650 ⇒ 00:24:29.380 JanieceGarcia: follow-up.
206 00:24:29.760 ⇒ 00:24:38.939 Amber Lin: a customer’s attributes, and then based on that, have different actions. Doesn’t the attribute currently live and evolve?
207 00:24:39.760 ⇒ 00:24:40.920 JanieceGarcia: It does, yes.
208 00:24:41.190 ⇒ 00:24:57.610 Amber Lin: I see. We’re not connected to the Evolve, so I think a workaround for that would be if someone can… if they can copy over the list of attributes, and then in the central doc, we just have corresponding actions to say, hey, if a person has these attributes, this is what we can do.
209 00:24:58.100 ⇒ 00:25:05.430 Amber Lin: Because we can’t connect and find what attributes they have, but if we get that, we can have action items.
210 00:25:05.680 ⇒ 00:25:09.729 JanieceGarcia: Right, so I want to share my screen really quick, because we have all of that in the central doc already.
211 00:25:10.480 ⇒ 00:25:11.180 Amber Lin: Hmm.
212 00:25:11.180 ⇒ 00:25:14.170 JanieceGarcia: So… Can you see my Andy?
213 00:25:14.780 ⇒ 00:25:15.570 Amber Lin: Yeah.
214 00:25:15.680 ⇒ 00:25:16.680 Amber Lin: Okay.
215 00:25:16.680 ⇒ 00:25:24.060 JanieceGarcia: So, if we’re asking, what does a rodent customer have coverage for, it’s listing everything, right?
216 00:25:24.300 ⇒ 00:25:37.890 JanieceGarcia: But then, unless they actually go into, well, how are you scheduling a rodent annual customer, or rodent baiting customer coverage, they’re not going to get this information, and they need to have
217 00:25:37.890 ⇒ 00:25:54.869 JanieceGarcia: this information first. So, how can we, as a new CSR, we don’t think, okay, or we’re not going to be able to think, okay, let’s go look at their attributes right away. So, how can we do a follow-up question with Andy to make sure that those attributes are being asked?
218 00:25:54.950 ⇒ 00:25:57.369 JanieceGarcia: When they ask what the coverage is.
219 00:25:58.160 ⇒ 00:26:03.339 Amber Lin: Mmm, I see. So, you want to add a follow-up question,
220 00:26:03.480 ⇒ 00:26:09.369 Amber Lin: After they ask how to schedule, or after they just ask a very general question?
221 00:26:09.370 ⇒ 00:26:13.670 YvetteRuiz: No, so, like, if the… if… if I asked today, what is.
222 00:26:13.670 ⇒ 00:26:14.120 Amber Lin: covered.
223 00:26:14.120 ⇒ 00:26:16.900 YvetteRuiz: Under a rodent wildlife management.
224 00:26:16.900 ⇒ 00:26:17.630 Amber Lin: engagement.
225 00:26:17.630 ⇒ 00:26:18.480 YvetteRuiz: Okay?
226 00:26:18.970 ⇒ 00:26:27.059 YvetteRuiz: it’s gonna spit out everything, okay? But if we had a follow-up question that says, can you tell me what the attribute is?
227 00:26:27.550 ⇒ 00:26:28.370 Amber Lin: Mmm!
228 00:26:28.370 ⇒ 00:26:44.490 YvetteRuiz: Then, at that point, then we could lay out the attributes and say, oh, if the attributes are baiting, then it knows, oh, okay, then it’s only covered for this, versus everything that could be possibly covered, depending on the attribute.
229 00:26:44.490 ⇒ 00:26:53.339 Amber Lin: That makes sense. Yeah, I hear you. So it’s kind of like our cancellations flows before, it’s more of a if-then. Correct.
230 00:26:53.580 ⇒ 00:27:04.589 Amber Lin: Okay, I can… I can check if the team can send a follow-up question, and then whatever… what I would need from you guys is the if-then of… if this attribute, then that.
231 00:27:05.340 ⇒ 00:27:20.450 JanieceGarcia: Perfect, I can do that. If… if you can get that follow-up question, then all I’d have to do is, in the central doc, because we already have everything listed, the attributes and all, we already have all of that. It’s giving everything, so I can just go in there with one A.
232 00:27:20.690 ⇒ 00:27:21.869 Amber Lin: Okay. Q would…
233 00:27:21.960 ⇒ 00:27:22.980 JanieceGarcia: 2A.
234 00:27:23.350 ⇒ 00:27:23.929 Amber Lin: Yeah, that’ll.
235 00:27:23.930 ⇒ 00:27:25.519 JanieceGarcia: Whatever I need to do, yeah.
236 00:27:25.820 ⇒ 00:27:26.440 Amber Lin: Yeah, okay.
237 00:27:26.440 ⇒ 00:27:35.929 JanieceGarcia: Let me know as soon as that follow-up question’s in there, and we can go in there and fix that part of the central dock. That’ll… I think it’ll be an easy fix.
238 00:27:36.290 ⇒ 00:27:36.760 Amber Lin: defeat it.
239 00:27:36.760 ⇒ 00:27:38.069 JanieceGarcia: to really come through.
240 00:27:38.220 ⇒ 00:27:45.499 Amber Lin: Cool. Is there any other things that’s similar to this, especially for new CSRs?
241 00:27:45.500 ⇒ 00:27:51.290 YvetteRuiz: Yeah, I think that’s gonna be the very fun… well, there’s… it’s more than the pest, because everybody has attributes.
242 00:27:51.340 ⇒ 00:27:53.470 JanieceGarcia: So it is gonna have to be a…
243 00:27:53.470 ⇒ 00:28:01.179 YvetteRuiz: the higher level piece of it, and… and this is what I challenged my trainers to go in there and do, is like, guys.
244 00:28:01.180 ⇒ 00:28:17.299 YvetteRuiz: you know, the material that we shared with them is based off of what we were training before, right? Like, we were talking to them. But we’ve got to really think, like, if I… because that was one of the feedback… the feedback that I got, like, well, the new CSRs, they’re not going to know, Yvette, like, what to…
245 00:28:17.300 ⇒ 00:28:27.850 YvetteRuiz: what’s right, what’s wrong, you know what I mean? They’re depending on Andy to give them the answers. They’re not going to know that unless you’re a tenured CSR, and they’re absolutely right. So, what I challenge them to do is, I said, okay, so.
246 00:28:28.050 ⇒ 00:28:41.319 YvetteRuiz: my… what I would do when I’m training an agent is, if I’m going… and I’m saying, okay, we gotta use Andy, I’m side-by-side asking the questions, and is it in a format that I can comprehend, right? Like, very easy.
247 00:28:41.740 ⇒ 00:29:04.690 YvetteRuiz: So, you know, if it is, okay, I asked… because that’s what everyone’s going to do, is they’re going to ask just about the service itself, and if there’s follow-up questions, we’ve got to do a better job of what are those follow-up questions, so then that way we can give them a step-by-step guide. So that’s what I have challenged my team to do, but yes, Amber, to answer your question, there’s going to be more of that, not just in pests. It’s going to be for all of them, because that’s how
248 00:29:04.860 ⇒ 00:29:07.769 YvetteRuiz: we’re designed… I mean, we’re set up with attributes.
249 00:29:07.770 ⇒ 00:29:08.630 Amber Lin: Yep.
250 00:29:09.180 ⇒ 00:29:15.760 Amber Lin: And do you think having follow-up questions is a good way to work around that?
251 00:29:16.260 ⇒ 00:29:17.020 JanieceGarcia: Absolutely.
252 00:29:17.020 ⇒ 00:29:19.229 Amber Lin: If then, then we can think of…
253 00:29:19.360 ⇒ 00:29:30.719 Amber Lin: Generating those follow-up questions, not… like, we can start with attributes, but we can test to see if, like, having follow-up questions give people more clarity.
254 00:29:31.040 ⇒ 00:29:31.870 JanieceGarcia: For sure.
255 00:29:31.870 ⇒ 00:29:32.690 Amber Lin: Okay.
256 00:29:32.690 ⇒ 00:29:47.609 JanieceGarcia: For sure, because, I mean, even, like, on the lawn side, you have your lawn care, but if they have lawn care expanded, what are their attributes that they’re actually covered for? Are they covered for grubs? Are they covered for some sort of fungus? You know, what is it?
257 00:29:48.090 ⇒ 00:29:58.069 JanieceGarcia: going to be dependent on their actual attributes within the program, but a CSR, especially a new CSR, is just going to say, what are they covered for if they have lawn care expanded? Well, I don’t know.
258 00:29:58.290 ⇒ 00:29:59.470 Amber Lin: Yeah.
259 00:29:59.470 ⇒ 00:30:08.359 YvetteRuiz: And this is why I wanted to meet… start meeting with the trainers on a regular basis, because I need them to start thinking, when I’m training, I need to make sure that
260 00:30:08.480 ⇒ 00:30:27.260 YvetteRuiz: Okay, is… is Andy providing everything the way they need to be provided that’s very simple, and… and so they’re… they need to start carving out that time, to make sure that Andy is providing… Hey, I just added Steve to Andy, so he…
261 00:30:27.260 ⇒ 00:30:29.689 YvetteRuiz: I know that. Did he come to you? Yeah.
262 00:30:29.690 ⇒ 00:30:37.159 JanieceGarcia: He hasn’t come to me, but, I stopped him when we were… when Brenda and I were talking, so we can figure out, so… yes.
263 00:30:37.160 ⇒ 00:30:48.299 YvetteRuiz: I got stuff to bring back. Sorry, I scrolled. Yeah, he’s the division manager for the Home Improvement Department, so he’s gonna start asking a lot of questions on the handyman side. That’s great.
264 00:30:48.300 ⇒ 00:30:52.140 JanieceGarcia: I tasked him with something specific, too, so we’ll see.
265 00:30:52.140 ⇒ 00:30:53.800 Amber Lin: Yeah, Joan Arno.
266 00:30:53.800 ⇒ 00:31:04.910 YvetteRuiz: I gave John Arnold, because he says a lot of the commercial stuff is not right, so I said, well, there you go, go knock yourself out. Tell me what’s not right with it.
267 00:31:04.910 ⇒ 00:31:05.230 Amber Lin: Cool!
268 00:31:05.230 ⇒ 00:31:07.659 YvetteRuiz: So, anyhow, Amber, so yeah, that’s kind of what…
269 00:31:08.370 ⇒ 00:31:23.239 YvetteRuiz: I’m putting a lot of responsibility on the trainers, and, you know, Janiece, like, we’ve really got to, you know what I mean? Like, if we’re going to get the usage, and we’re gonna start trusting it, we’re gonna have to put… invest more time in laying all that stuff out, so… Yeah.
270 00:31:24.030 ⇒ 00:31:24.890 Amber Lin: Awesome.
271 00:31:26.600 ⇒ 00:31:36.380 JanieceGarcia: And we do have our next meeting with the trainers on… I think it’s Thursday the 20th. Yvette and I and all the trainers will be here in Austin.
272 00:31:36.430 ⇒ 00:31:37.720 Amber Lin: Oh.
273 00:31:38.040 ⇒ 00:31:39.720 JanieceGarcia: So, we will be…
274 00:31:39.900 ⇒ 00:31:41.250 Uttam Kumaran: Meeting altogether.
275 00:31:41.460 ⇒ 00:31:42.160 Amber Lin: Cool.
276 00:31:44.130 ⇒ 00:31:47.270 YvetteRuiz: Alright, so action items. We’re gonna work on getting.
277 00:31:47.760 ⇒ 00:31:48.520 JanieceGarcia: the list.
278 00:31:48.640 ⇒ 00:31:50.220 YvetteRuiz: For the attributes.
279 00:31:50.930 ⇒ 00:31:58.759 YvetteRuiz: For the attributes, and then for the service lines for the zip codes. Those two things are big.
280 00:31:58.760 ⇒ 00:32:05.120 Amber Lin: On my side, it’s the weekly reminders, and then… the follow-up motions.
281 00:32:06.620 ⇒ 00:32:07.250 JanieceGarcia: Perfect.
282 00:32:07.250 ⇒ 00:32:07.810 YvetteRuiz: Yep.
283 00:32:08.460 ⇒ 00:32:10.499 JanieceGarcia: Those, and truthfully, those are the.
284 00:32:10.500 ⇒ 00:32:10.860 YvetteRuiz: Rain.
285 00:32:10.860 ⇒ 00:32:12.550 JanieceGarcia: Two biggest things, Yvette.
286 00:32:12.840 ⇒ 00:32:13.670 JanieceGarcia: Really?
287 00:32:14.030 ⇒ 00:32:17.529 YvetteRuiz: Oh, I’m sure once we start working with the trainers.
288 00:32:17.530 ⇒ 00:32:19.770 JanieceGarcia: It’s gonna become big, yeah, yeah.
289 00:32:20.460 ⇒ 00:32:21.080 JanieceGarcia: I’m ready for that.
290 00:32:21.740 ⇒ 00:32:22.450 JanieceGarcia: We need it.
291 00:32:23.210 ⇒ 00:32:24.650 JanieceGarcia: Yep. Okay. Okay.
292 00:32:26.090 ⇒ 00:32:26.750 JanieceGarcia: Sweet.
293 00:32:27.210 ⇒ 00:32:27.810 Amber Lin: Sweet.
294 00:32:27.950 ⇒ 00:32:29.170 Amber Lin: Thank you all.
295 00:32:29.400 ⇒ 00:32:30.270 JanieceGarcia: Thank you.
296 00:32:30.270 ⇒ 00:32:30.759 YvetteRuiz: Bye, guys!
297 00:32:31.620 ⇒ 00:32:32.340 Amber Lin: Yay!