Meeting Title: ABC | Weekly KPI Review Date: 2025-12-15 Meeting participants: JanieceGarcia, read.ai meeting notes, Yvette’s Notetaker (Otter.ai), YvetteRuiz, Amber Lin
WEBVTT
1 00:01:27.090 ⇒ 00:01:29.960 YvetteRuiz: Anyone have access?
2 00:01:30.160 ⇒ 00:01:33.949 YvetteRuiz: No, I don’t want that, but… okay…
3 00:01:38.500 ⇒ 00:01:39.650 YvetteRuiz: More.
4 00:01:45.210 ⇒ 00:01:48.960 YvetteRuiz: I don’t want to record. I want to take all my stuff off. Oh, well.
5 00:01:49.160 ⇒ 00:01:50.410 YvetteRuiz: I know.
6 00:02:20.110 ⇒ 00:02:22.640 YvetteRuiz: be… H.
7 00:02:33.050 ⇒ 00:02:37.899 YvetteRuiz: I felt like he could never ask questions with it just becoming this big ol’.
8 00:02:38.350 ⇒ 00:02:39.150 JanieceGarcia: I know.
9 00:02:40.400 ⇒ 00:02:42.519 JanieceGarcia: You talking about the Whitney and Beau email?
10 00:02:42.520 ⇒ 00:02:43.480 YvetteRuiz: Yeah.
11 00:02:43.920 ⇒ 00:02:45.750 YvetteRuiz: I’m just like, no.
12 00:02:52.700 ⇒ 00:02:59.300 JanieceGarcia: I’m gonna get… so I’m able to see, like, who it assigns to and all of that, so I’m actually getting that.
13 00:02:59.450 ⇒ 00:03:08.069 JanieceGarcia: And I was gonna send it to you, or I can just reply back to the email, because even with that, he’s saying that it’s not,
14 00:03:11.190 ⇒ 00:03:14.970 JanieceGarcia: you know, she was saying that it wasn’t being assigned, however.
15 00:03:15.250 ⇒ 00:03:21.629 JanieceGarcia: The request that we’re asking about, like this one, for an example, she’s asking… the customer’s asking for an estimate.
16 00:03:22.220 ⇒ 00:03:31.430 YvetteRuiz: Yeah, I know, that’s… I didn’t want to go… I was gonna type all that out, but I’m just like, I… I can’t. Les did respond to me, and he asked, you know, to meet with me first,
17 00:03:32.340 ⇒ 00:03:50.189 YvetteRuiz: because he put in the email, he goes, she told me that you wanted all leads, which is fine. I’m not… that’s not what I’m… I’m not disputing that. I’m simply asking what kind of leads, because originally it was just the web leads. If we know what kind of leads, and I know how to resp… you know, I know how to tell you guys, so then that way we can track them. I just…
18 00:03:50.190 ⇒ 00:03:53.240 YvetteRuiz: And I felt like, okay, am I not being clear?
19 00:03:53.450 ⇒ 00:03:54.270 JanieceGarcia: Huh? Huh?
20 00:03:55.130 ⇒ 00:03:56.649 Amber Lin: Sorry, Emma!
21 00:03:56.650 ⇒ 00:03:57.460 JanieceGarcia: Hi, Amber!
22 00:03:57.460 ⇒ 00:04:01.880 Amber Lin: Well, at least I know who you’re talking about right now. I met him last week.
23 00:04:02.040 ⇒ 00:04:05.819 YvetteRuiz: How about you? How was your weekend?
24 00:04:06.200 ⇒ 00:04:16.589 Amber Lin: Pretty good. I had a completely no-work weekend, but I also started my, my year-end reflection, so that was nice.
25 00:04:17.500 ⇒ 00:04:23.099 YvetteRuiz: Very cool, very cool. Love the no-work weekends, that’s for sure.
26 00:04:23.510 ⇒ 00:04:25.200 YvetteRuiz: reflections, I love doing that.
27 00:04:25.200 ⇒ 00:04:26.950 Amber Lin: Yeah, what about you guys?
28 00:04:27.320 ⇒ 00:04:33.419 YvetteRuiz: All good! I mean, well, ours… mine was a little bit… I was supposed to go to the Austin party, but…
29 00:04:33.490 ⇒ 00:04:49.109 YvetteRuiz: My sister-in-law had a brain aneurysm this weekend, and thankfully, they caught it, you know, her pain, and she had surgery. It’s just right now, you know, it’s just a critical moment, so now kind of just seeing how it all goes, you know, her healing.
30 00:04:49.110 ⇒ 00:04:50.199 JanieceGarcia: Oh my gosh, Yvette.
31 00:04:50.500 ⇒ 00:04:54.070 YvetteRuiz: Yeah. So, that was a bit tough, but…
32 00:04:54.710 ⇒ 00:04:58.460 YvetteRuiz: Keeping spirits up, prayers, and all that stuff.
33 00:04:59.580 ⇒ 00:05:00.570 JanieceGarcia: Definitely.
34 00:05:01.810 ⇒ 00:05:07.619 YvetteRuiz: I didn’t want to do a doom and gloom there. Everyone kind of… I was… that wasn’t my intention, I was just…
35 00:05:07.620 ⇒ 00:05:17.860 Amber Lin: It’s life that happens, and it’s… I’m glad, like, we’re able to share those type of stuff, because I think it’s harder when we can’t say anything about it.
36 00:05:18.250 ⇒ 00:05:18.900 JanieceGarcia: True.
37 00:05:19.140 ⇒ 00:05:19.770 Amber Lin: Yeah.
38 00:05:21.030 ⇒ 00:05:25.380 YvetteRuiz: Kinda just validates, I mean, you never know what happens from day to day, you just gotta be…
39 00:05:26.580 ⇒ 00:05:30.639 YvetteRuiz: Live your life to the fullest, and enjoy it, and all that.
40 00:05:30.640 ⇒ 00:05:31.000 Amber Lin: Beautiful.
41 00:05:31.250 ⇒ 00:05:32.789 JanieceGarcia: In the moment.
42 00:05:33.350 ⇒ 00:05:34.080 JanieceGarcia: true.
43 00:05:34.250 ⇒ 00:05:47.349 Amber Lin: So far, let’s see, so far this week, Janice, we just looked into the issue you sent out this morning. It’s more of a routing issue, it’s not that Annie’s not updating, because
44 00:05:47.350 ⇒ 00:05:56.500 Amber Lin: There is nothing in the Pest Central doc, but Annie’s getting answers from the other central docs, because it’s a very generic question, so we’re looking into how we can
45 00:05:56.680 ⇒ 00:06:05.700 Amber Lin: make it more specific and see how we can answer that. So, when we meet later today, hopefully they will have an answer for you. So, they’re looking into it now.
46 00:06:06.330 ⇒ 00:06:13.389 JanieceGarcia: Then I’m not gonna send you this one, because I went back through the tickets, and I actually had a specific example.
47 00:06:13.420 ⇒ 00:06:15.590 Amber Lin: Oh, awesome! Can I tag you?
48 00:06:15.590 ⇒ 00:06:15.980 JanieceGarcia: It’s…
49 00:06:15.980 ⇒ 00:06:18.309 Amber Lin: A ticket, and then you can add it there.
50 00:06:18.310 ⇒ 00:06:25.790 JanieceGarcia: And then just add that one, because this one I sent to Casey, but we had done this, and he actually took care of this one. This one was from 11 days ago.
51 00:06:26.060 ⇒ 00:06:29.409 JanieceGarcia: I guess it’s still doing it. It’s getting confused, because
52 00:06:29.720 ⇒ 00:06:34.510 JanieceGarcia: It even says in the question, who is lawn?
53 00:06:35.110 ⇒ 00:06:39.980 JanieceGarcia: you know, and goes on with the question, but then Andy’s asking, can you specify the department?
54 00:06:40.180 ⇒ 00:06:48.460 Amber Lin: Mmm, cool. Yeah, please let us know the… the example I tagged in the ticket, and then, they’ll… they’re taking a look into that.
55 00:06:48.880 ⇒ 00:06:49.520 JanieceGarcia: Okay.
56 00:06:49.520 ⇒ 00:06:51.049 Amber Lin: Awesome.
57 00:06:51.050 ⇒ 00:06:55.439 YvetteRuiz: Is that the stuff that’s going with the… Shannon, what is that?
58 00:06:55.690 ⇒ 00:07:06.759 JanieceGarcia: It’s all kind of the same… it’s all kind of the same thing, yes. It’s like Andy’s getting all of our central docs confused, and that’s why, even though I changed hold to new.
59 00:07:06.970 ⇒ 00:07:10.470 JanieceGarcia: It’s still pulling up hold instead of saying new initiative.
60 00:07:10.470 ⇒ 00:07:18.409 Amber Lin: Yeah, because it’s still hold on the commercial dock, it’s still hold on the… On all the others. On the home improvement, so we might have to…
61 00:07:20.130 ⇒ 00:07:20.920 YvetteRuiz: Okay.
62 00:07:20.920 ⇒ 00:07:26.689 Amber Lin: Yeah, we might have to consolidate the generic questions, because it’s getting Andy confused.
63 00:07:26.980 ⇒ 00:07:35.399 Amber Lin: Cool. Yvette, what I have on my side is this week, this… earlier this week, we’re gonna look in adding
64 00:07:35.430 ⇒ 00:07:48.320 Amber Lin: The text, so adding mechanic, we have mechanical, we have a home improvement, we’re just gonna add them to our database. And I think we also have commercial tests, let me just double check on that, I think she already sent it.
65 00:07:48.390 ⇒ 00:07:55.540 Amber Lin: So those are the things that, those are the tags we’re gonna add to the database, and then…
66 00:07:55.680 ⇒ 00:07:58.720 Amber Lin: After that… let me see…
67 00:08:05.230 ⇒ 00:08:07.500 YvetteRuiz: And I’m sorry, you said the techs?
68 00:08:07.860 ⇒ 00:08:20.780 Amber Lin: Yeah, the techs, the test commercial techs, the mechanical techs, home improvement techs, we’re going to add them to the database, so that’s a… that’s a big move we’re gonna do.
69 00:08:20.910 ⇒ 00:08:22.090 Amber Lin: this week.
70 00:08:22.220 ⇒ 00:08:23.460 Amber Lin: And…
71 00:08:23.780 ⇒ 00:08:40.030 Amber Lin: if they have time left over, I’ve asked them if they can look into having AI categorize the questions asked. They might not end up having time for that, just because adding tech is also a pretty big manual task, because we have to, clean up all the sheets.
72 00:08:40.230 ⇒ 00:08:45.619 Amber Lin: So I’ll let you know if we get around to that, but that is definitely on our backlog.
73 00:08:46.420 ⇒ 00:08:53.050 YvetteRuiz: Okay, perfect. And I did have… I’m sorry, are you done with your topic, so I can go through my…
74 00:08:53.050 ⇒ 00:08:53.440 Amber Lin: I’m done.
75 00:08:53.440 ⇒ 00:08:58.100 YvetteRuiz: Okay, sorry. So, I had on mine, so the questions…
76 00:08:58.460 ⇒ 00:09:01.879 YvetteRuiz: I just want to make sure that…
77 00:09:02.180 ⇒ 00:09:15.479 YvetteRuiz: can you make sure the settings on that are correct, or can you just walk me through how to pull them up? Because I think the original one we had was for 2 weeks, but I feel like I’ve gotten the same feedback on the same
78 00:09:16.290 ⇒ 00:09:17.710 YvetteRuiz: report that I got.
79 00:09:17.860 ⇒ 00:09:25.070 YvetteRuiz: But if I can go in there and I could pull them, so, like, all the questions from last week, I’ll probably do it week to week instead of two weeks at a time.
80 00:09:25.070 ⇒ 00:09:31.580 Amber Lin: Gotcha. Okay, let me look at the report I scheduled for you. So, the questions…
81 00:09:31.580 ⇒ 00:09:39.889 YvetteRuiz: I mean, once you guys get to pull it, that’ll be great if you can give it, you know, go through them and break it down, but if not, in the meantime, I can… I can work.
82 00:09:40.500 ⇒ 00:09:45.619 Amber Lin: So I’ll do last 14 days. Let me check…
83 00:09:45.620 ⇒ 00:10:02.270 YvetteRuiz: Because I think that’s what’s keeping the momentum going, too, is me being able to share that, and then the metrics. I want two things that I want you to show me, is that, and then… or just kind of show me what… where it’s pulling from, because like I said, I think the program report is sending me duplicate information.
84 00:10:02.270 ⇒ 00:10:06.119 YvetteRuiz: But it’s for every two weeks, so obviously this week I.
85 00:10:06.120 ⇒ 00:10:11.330 Amber Lin: Gotcha. Would you like… let me make it into weekly… here, let me show…
86 00:10:11.330 ⇒ 00:10:12.949 YvetteRuiz: Okay. So you can look at it.
87 00:10:12.950 ⇒ 00:10:21.369 Amber Lin: So, I’m over here, I’m gonna… I just made this weekly, so would you like it at the end of the week, or…
88 00:10:21.880 ⇒ 00:10:24.660 YvetteRuiz: Yeah, so, like, I would like it Monday for the previous week.
89 00:10:25.100 ⇒ 00:10:26.309 YvetteRuiz: Can you do it that way?
90 00:10:26.310 ⇒ 00:10:31.940 Amber Lin: Yeah, I can do that. So, I’ll say my 6 AM, which should be your 8.
91 00:10:32.550 ⇒ 00:10:38.150 Amber Lin: Pst… And then, Excel format…
92 00:10:38.260 ⇒ 00:10:41.590 Amber Lin: Last… let me just do the last 7 days.
93 00:10:42.210 ⇒ 00:10:47.319 Amber Lin: 7… oh… Let me see… Did it make it right?
94 00:10:48.110 ⇒ 00:10:48.980 Amber Lin: Nope.
95 00:10:49.820 ⇒ 00:10:53.580 Amber Lin: Last 7 days… What?
96 00:10:54.150 ⇒ 00:10:54.920 Amber Lin: Okay.
97 00:10:57.170 ⇒ 00:10:59.470 Amber Lin: Input, output…
98 00:11:06.390 ⇒ 00:11:08.670 Amber Lin: I don’t know what this is doing.
99 00:11:11.110 ⇒ 00:11:14.890 Amber Lin: Cool. Let me… let me make sure, if not, I’ll just create a new one and schedule.
100 00:11:14.890 ⇒ 00:11:15.240 YvetteRuiz: Okay.
101 00:11:15.240 ⇒ 00:11:16.270 Amber Lin: port for you.
102 00:11:17.190 ⇒ 00:11:17.710 YvetteRuiz: Okay.
103 00:11:18.050 ⇒ 00:11:18.740 Amber Lin: Yeah.
104 00:11:18.770 ⇒ 00:11:31.679 YvetteRuiz: And then the other one was, so, you know, everyone’s, again, excited about the breakdown from the department, and then by the roles, but then what… the individual ones? Can you… so, like.
105 00:11:32.000 ⇒ 00:11:37.699 YvetteRuiz: If I had all mechanical, can you break that down by individual as well?
106 00:11:37.980 ⇒ 00:11:38.810 Amber Lin: Yeah, totally.
107 00:11:38.810 ⇒ 00:11:51.879 YvetteRuiz: in that department, so that’s what… that’s the next layer that I want to be able to see. So, I don’t know if it can be combined in that one, like, okay, mechanical as a total had 70, 100 usage, and then here’s the team, and then their usages.
108 00:11:52.100 ⇒ 00:11:55.880 YvetteRuiz: Laid out that way? Or would it have to be two separate ones?
109 00:11:55.880 ⇒ 00:12:03.639 Amber Lin: That’s actually how I see it right now, but let me make sure that you get… you also get to see that that way.
110 00:12:03.640 ⇒ 00:12:07.610 YvetteRuiz: Because I got the one with the titles, you know, which, you know, by title.
111 00:12:09.020 ⇒ 00:12:10.500 Amber Lin: So, let me…
112 00:12:10.500 ⇒ 00:12:11.439 YvetteRuiz: Did I get… oh, hang on.
113 00:12:11.440 ⇒ 00:12:24.039 Amber Lin: I’ll run this and check for you. It should be… also be there, because I have 3 reports running. One is just by role, because we want to see if that’s the one by title. This is the one by department. I might delete
114 00:12:24.140 ⇒ 00:12:27.439 Amber Lin: The one there, but let me show you what it looks like.
115 00:12:27.640 ⇒ 00:12:31.470 Amber Lin: So, if I go here, then…
116 00:12:32.170 ⇒ 00:12:38.310 Amber Lin: This is how it is, and then you need… just need to go here, and then… Click into these.
117 00:12:38.500 ⇒ 00:12:44.809 Amber Lin: Would it be easier if I just removed the roles here, so when you click this, you can just see the people?
118 00:12:45.630 ⇒ 00:12:47.070 Amber Lin: if I do this…
119 00:12:47.390 ⇒ 00:12:49.790 YvetteRuiz: You know what, actually, Amber, I think…
120 00:12:51.340 ⇒ 00:12:58.999 YvetteRuiz: on the… that one right there, so I think on the… I just opened this one right here. So, I think on the…
121 00:12:59.210 ⇒ 00:13:10.290 YvetteRuiz: department by role, I can sort… I can get what I’m needing out of it, never mind. I was… I just opened it, and I’m able to go in there and get username.
122 00:13:12.670 ⇒ 00:13:19.709 YvetteRuiz: So everyone, just so I know, obviously, everyone who’s not on this report, is everyone not using it.
123 00:13:21.800 ⇒ 00:13:23.499 Amber Lin: BI, as opposed to.
124 00:13:23.520 ⇒ 00:13:29.950 YvetteRuiz: Yeah, okay. I just… I know it’s kind of a… you know, I…
125 00:13:30.080 ⇒ 00:13:41.639 YvetteRuiz: Knew it was, but I just want to make sure. I think, Janiece, once we tag these, just add the emails for these people, we already tagged them, so once we do that later today, we have a meeting booked.
126 00:13:41.640 ⇒ 00:13:50.539 Amber Lin: You’ll be able to have a better sense of who in which department is actually using it, because it’s easier to check within, within departments.
127 00:13:50.540 ⇒ 00:13:51.280 JanieceGarcia: Cruz?
128 00:13:51.280 ⇒ 00:13:55.189 YvetteRuiz: But who’s the unknown still, though? Yeah, I’m looking at the unknown.
129 00:13:55.190 ⇒ 00:14:00.440 Amber Lin: the ones that we… we added tags for, remember last time we added.
130 00:14:00.440 ⇒ 00:14:01.280 JanieceGarcia: Yeah, we did.
131 00:14:01.280 ⇒ 00:14:11.799 Amber Lin: but we didn’t add the emails. So Andy only knows about their emails, so just need to… just need to add their emails here, and then we’ll be good.
132 00:14:12.120 ⇒ 00:14:15.299 YvetteRuiz: So, like, on the report that I have from last week.
133 00:14:15.850 ⇒ 00:14:17.270 YvetteRuiz: have amenity.
134 00:14:18.010 ⇒ 00:14:26.140 YvetteRuiz: who’s unknown, which she’s a brand new employee, but I need to tag her, so where do I go… how do I make sure that those get tagged?
135 00:14:26.140 ⇒ 00:14:28.119 Amber Lin: Yeah, let me add…
136 00:14:28.620 ⇒ 00:14:37.590 Amber Lin: make sure that you have access here. So this is just a spreadsheet that we’ve always been using. Let me send this in our Zoom chat.
137 00:14:37.590 ⇒ 00:14:50.430 YvetteRuiz: Ryan and Chrissy, who are lead in line, they’re in here. Then I got Derek, who is a CSR in Pest Heaven, CSR Mechanical. I don’t know how they were missed, though. Jerica, Jessica’s a new line.
138 00:14:50.430 ⇒ 00:15:04.770 Amber Lin: I think we didn’t have emails for them. Okay, you can always just add the new person down here, you can add last name, first name, department, role, if you want to add any notes, and then their emails.
139 00:15:05.020 ⇒ 00:15:07.850 YvetteRuiz: This is the… where am I… where am I finding this right here?
140 00:15:07.850 ⇒ 00:15:13.700 Amber Lin: This is called ABC Home Employees, so this is the second… second tab.
141 00:15:14.140 ⇒ 00:15:15.940 JanieceGarcia: What’s the sheet titled, though?
142 00:15:15.940 ⇒ 00:15:19.080 Amber Lin: I sent it in the Zoom chat, would you be able to see it?
143 00:15:19.900 ⇒ 00:15:25.800 Amber Lin: Let me also send this to our… Our chat.
144 00:15:25.800 ⇒ 00:15:27.310 YvetteRuiz: chat, or Google Chat.
145 00:15:27.310 ⇒ 00:15:28.630 Amber Lin: Yeah, I won’t do that.
146 00:15:29.020 ⇒ 00:15:31.790 JanieceGarcia: I’m gonna say that’s probably easier for us.
147 00:15:32.270 ⇒ 00:15:35.289 YvetteRuiz: Yeah, because I can’t see it on this chat on this.
148 00:15:35.900 ⇒ 00:15:37.130 JanieceGarcia: Don’t see it either.
149 00:15:37.130 ⇒ 00:15:38.010 Amber Lin: Yeah, I just said…
150 00:15:38.010 ⇒ 00:15:40.240 YvetteRuiz: I got… we just got it on the other one. Well, I just…
151 00:15:40.690 ⇒ 00:15:41.350 JanieceGarcia: Yep.
152 00:15:41.350 ⇒ 00:15:42.140 YvetteRuiz: Okay.
153 00:15:42.820 ⇒ 00:15:51.519 YvetteRuiz: Okay, so what I’m understanding, if I click on here, and I go to the employee home, the ABC employee…
154 00:15:51.630 ⇒ 00:15:58.589 YvetteRuiz: I just need to make sure that the employees are here along with their email and role, and the report will come up accurate.
155 00:15:59.170 ⇒ 00:16:07.530 Amber Lin: Yeah, let me confirm that, but if you add it, and it doesn’t comment, tag us, and we’ll make sure that it goes… it gets updated.
156 00:16:08.830 ⇒ 00:16:15.319 YvetteRuiz: Okay, well, I’m gonna go through this sheet right here and make sure everyone’s on there. And then I need to… I’m working currently…
157 00:16:16.150 ⇒ 00:16:24.839 YvetteRuiz: on revising a lot of stuff for our onboarding, because I need to make onboarding part of Andy. Andy part of our onboarding.
158 00:16:25.260 ⇒ 00:16:33.759 YvetteRuiz: sure, okay, that they get added to Andy, whatever other roles, things that they need to be connected to, so then that way they… we don’t miss them.
159 00:16:35.720 ⇒ 00:16:36.859 Amber Lin: Gotcha. Okay.
160 00:16:37.560 ⇒ 00:16:39.500 Amber Lin: Anything I can help there.
161 00:16:40.340 ⇒ 00:16:42.600 YvetteRuiz: Questions?
162 00:16:43.050 ⇒ 00:16:53.150 YvetteRuiz: No, I mean, I think I got what I want. I want it on there, so… Cool. If you can just send me the use… you’re gonna look at the usage report, right, for last week, and get that program, and then send me the one for last week?
163 00:16:53.440 ⇒ 00:16:53.869 Amber Lin: I mean, not the…
164 00:16:53.870 ⇒ 00:16:56.270 YvetteRuiz: usage, I’m sorry, the questions asked.
165 00:16:56.270 ⇒ 00:16:58.560 Amber Lin: Yeah, I think I just ran the report.
166 00:16:58.560 ⇒ 00:16:59.190 YvetteRuiz: Oh, you did?
167 00:16:59.190 ⇒ 00:17:01.109 Amber Lin: Got it. Let me make sure.
168 00:17:01.380 ⇒ 00:17:07.479 YvetteRuiz: Because it also, yeah, it also sends to me, so I got that. Okay, I got it right here. Okay, cool. Yeah.
169 00:17:07.480 ⇒ 00:17:11.069 Amber Lin: Check open in browser. This is just for the last week.
170 00:17:11.420 ⇒ 00:17:24.069 Amber Lin: Great. Is there… There’s also other stuff I can do. I can help you maybe tag their… department?
171 00:17:24.490 ⇒ 00:17:26.300 Amber Lin: Yes, would that be helpful?
172 00:17:26.300 ⇒ 00:17:36.320 YvetteRuiz: Yes, the department is what I want, because what I want to be able to do is I want to be able to sort it and say, okay, mechanical, this was their usage, and then their… every agent, and whatever their usage.
173 00:17:36.320 ⇒ 00:17:40.929 Amber Lin: Gotcha. Okay, let me… let me do that. So…
174 00:17:41.840 ⇒ 00:17:49.460 YvetteRuiz: Because then that’s… that’ll help the team go in there and say, okay, Janiece, you’re not on here, why not?
175 00:17:49.890 ⇒ 00:18:02.590 YvetteRuiz: going on? Why aren’t you using it? We’ve identified, with the data that I’ve shown, they’ve gone to certain people, and they’ve said, oh, this is a problem. And then, of course, they walk through with it, and then they find out where the gaps are.
176 00:18:04.860 ⇒ 00:18:09.310 Amber Lin: Cool, so… Let me do…
177 00:18:13.730 ⇒ 00:18:19.280 Amber Lin: Let’s see… So, I’ll just make it into, I think, a…
178 00:18:20.320 ⇒ 00:18:36.299 Amber Lin: Let me share screen. So, would you like the person’s name that asked it to, or is this good to start? So, I have the department, the questions asked, the output. What I can also do is add in the…
179 00:18:36.470 ⇒ 00:18:38.299 Amber Lin: The username.
180 00:18:38.890 ⇒ 00:18:39.980 Amber Lin: Right here.
181 00:18:40.300 ⇒ 00:18:41.609 Amber Lin: I can say this is the.
182 00:18:41.610 ⇒ 00:18:41.980 YvetteRuiz: Okay.
183 00:18:43.150 ⇒ 00:18:47.369 YvetteRuiz: Yeah, that’d be… that’d be super helpful. Yeah.
184 00:18:47.690 ⇒ 00:18:51.649 Amber Lin: Awesome. Okay, so let me go ahead and go update.
185 00:18:54.310 ⇒ 00:18:56.150 Amber Lin: Update that report.
186 00:18:57.030 ⇒ 00:18:57.800 Amber Lin: Cool.
187 00:19:00.550 ⇒ 00:19:01.470 YvetteRuiz: Okay…
188 00:19:03.100 ⇒ 00:19:16.350 YvetteRuiz: My other question that I have, Amber, is, so thank you, for taking the time for tomorrow to attend our meeting. So, I will… again, you can… you just need to… I’ll just have you in there for 30 minutes, but I’m trying to
189 00:19:16.350 ⇒ 00:19:23.990 YvetteRuiz: be mindful of everyone’s time, because I have a couple of topics that I’m going to go through tomorrow. But cancellation is going to be a big focus, because
190 00:19:24.590 ⇒ 00:19:34.619 YvetteRuiz: we… we do good when, again, just like everything, we do good when, okay, we’re hot, everyone’s on it, and then everyone dips right back down and stuff, and knowing, like, what I’m trying to tell my team is.
191 00:19:34.660 ⇒ 00:19:48.239 YvetteRuiz: because I met with pretty much everybody last week, you know, thinking about goals for next year, what are going to be our big KPI focuses, right? Beyond just the agent scorecard, this is overall, right? So…
192 00:19:48.510 ⇒ 00:20:03.729 YvetteRuiz: we started early this year really deep diving into our cancellations, you know, when we started working with Andy, if you recall, like, okay, what are some of the save tactics that we can go in there and utilize Andy for? And so, what I found is…
193 00:20:04.000 ⇒ 00:20:10.130 YvetteRuiz: A lot of the teams are not utilizing the data that we’re giving them. I’m talking about more as far as, like.
194 00:20:10.800 ⇒ 00:20:17.620 YvetteRuiz: how many cancellations that each other agents have, the phone calls that are tied to it, all that information, right? So…
195 00:20:18.420 ⇒ 00:20:19.470 YvetteRuiz: what…
196 00:20:19.520 ⇒ 00:20:35.999 YvetteRuiz: I started asking is more questions, okay, how are you… how are you using the data? How are you training? What are you learning? What are you hearing? Type of thing. So when I started asking those questions, they started now rebuilding stuff. So they’re like, oh, it’ll be great to go in there and have, like.
197 00:20:36.000 ⇒ 00:20:54.370 YvetteRuiz: It’ll be great to go in there and have solutions, save tactics. I’m like, okay, but that’s what we should have had all along, and that’s what should have been built for Andy, you know what I mean? So, if, like, just like, okay, if they’re moving, what should be the moving? What should be the questions that we’re asking for the move? And I feel like we have…
198 00:20:54.370 ⇒ 00:20:56.130 YvetteRuiz: some of that in Andy.
199 00:20:56.580 ⇒ 00:21:02.259 YvetteRuiz: But I want to identify what’s universal and what’s particular for that department.
200 00:21:03.410 ⇒ 00:21:08.500 YvetteRuiz: So, we can put all that finally into Andy, and we’re not, you know what I mean? We, we…
201 00:21:08.500 ⇒ 00:21:27.089 YvetteRuiz: because what I don’t want, Amber, is like, I don’t need the excuse, like, they don’t have the tool. That’s on us. We need to be able to provide it, and Andy’s a tool that we’re investing, so we need to make sure that we input all that information properly that’s very easy for a CSR to be able to have it, to use it for a safe tactic. So if someone is moving.
202 00:21:27.130 ⇒ 00:21:29.579 YvetteRuiz: What are the questions that I should be asking?
203 00:21:30.770 ⇒ 00:21:46.670 YvetteRuiz: And so, what I need your help is, Amber, is, like, giving us helpful ways of kind of laying all that out, what you need from us, right? So, like, if it’s moved, is it universal? If it’s… it’s too expensive, what are the safe tactics for it, right? If it’s,
204 00:21:46.950 ⇒ 00:22:01.480 YvetteRuiz: Yeah, I don’t… I just don’t need it anymore, right? Because you get a lot of those, and I could tell you what our top cancellations are. It’s moved, it’s contract completed, that means that if I have a customer that’s saying that they don’t want it anymore, they’re either not seeing any value in it.
205 00:22:01.870 ⇒ 00:22:06.370 YvetteRuiz: Or, you know what I mean? They’re just kind of… we’re just letting them kind of walk out the door, so…
206 00:22:07.500 ⇒ 00:22:11.529 YvetteRuiz: I need to be able to go in there and finally built as a script.
207 00:22:11.540 ⇒ 00:22:33.179 YvetteRuiz: That really tells us what the next steps are. And we worked on this, and I know you remember that, Amber, we worked on it early on, but I don’t think that we’re utilizing it the way it needs to be. And what I told my team is, I don’t need you to re-event the wheel. I need us to come together and be consistent and add it into Andy. And… because what they were doing is they were going to… they were going to do a training, they were going to create their own documents, I’m like.
208 00:22:33.180 ⇒ 00:22:34.349 YvetteRuiz: Why are we doing that?
209 00:22:34.350 ⇒ 00:22:38.800 YvetteRuiz: It’s very easy for us to put all that information into Andy. So…
210 00:22:39.000 ⇒ 00:22:43.750 YvetteRuiz: That’s why I wanted you to join us, so then that way you can kind of say, hey guys.
211 00:22:43.750 ⇒ 00:23:00.130 YvetteRuiz: if you guys built y’all’s script, and if moving’s universal, if this is universal, this… what are the questions that we should be asking? What are the questions and what are the answers, right? And then, if they have anything that’s specific to their department, what are those? Does that make sense, what I’m trying to get?
212 00:23:00.130 ⇒ 00:23:00.450 Amber Lin: Yeah.
213 00:23:01.410 ⇒ 00:23:14.950 Amber Lin: Yeah, this is actually exactly the problem that we’re tackling with Janiece, and then the… the stuff that Shannon brought up. This is the… can we have universal stuff that’s… that everybody talks about? Because
214 00:23:15.030 ⇒ 00:23:31.839 Amber Lin: the scheduling, hold using those codes, those are using Evolve, that’s the… that’s the same across everything, because Evolve is the same. And cancellations is also pretty much the same, and that’s the big next step that we want to take here, is, like, can we have things
215 00:23:31.860 ⇒ 00:23:48.699 Amber Lin: in one document, can we have things that’s very similar in one place? Because remember, Denise, when we introduced everyone to Andy, they still have their own stuff, and we just let them be because we want them to use Andy. I think we’re at the step now where maybe we can think about
216 00:23:49.260 ⇒ 00:24:03.389 Amber Lin: for these codes, we can start consolidating everything into one document, and maybe thinking about, hey, can you do this universally? It’s gonna be a big lift. I think starting in cancellations is a good step.
217 00:24:03.610 ⇒ 00:24:09.360 Amber Lin: And then I do want us to also move towards, like, hold for initial, how to schedule this, how to schedule that.
218 00:24:09.400 ⇒ 00:24:26.340 Amber Lin: So, sounds like what you need from me is tomorrow I will, I’ll mainly talk about, hey, this is how Andy would… would work if you were able to put together something that applies everywhere,
219 00:24:26.920 ⇒ 00:24:29.139 Amber Lin: And then I’ll tell them.
220 00:24:29.440 ⇒ 00:24:35.409 Amber Lin: I guess we also need to tell them what defines as this is different for my department, because sometimes.
221 00:24:35.410 ⇒ 00:24:36.800 YvetteRuiz: Exactly, exactly.
222 00:24:36.800 ⇒ 00:24:39.890 Amber Lin: A code. It’s not how to…
223 00:24:39.890 ⇒ 00:24:40.250 YvetteRuiz: Yeah.
224 00:24:40.250 ⇒ 00:24:49.779 Amber Lin: things, it’s just, oh, we use this different code. And sure, like, that could be very easily put in the same document with your department’s different code, just as an example.
225 00:24:49.780 ⇒ 00:25:09.440 YvetteRuiz: And that’s what… that’s exactly the way it should be, because if… I mean, I could go in there and say, okay, they’re wanting to cancel their AMP program. Okay, well, then these are the save tactics, or the values for your AMP, or they’re wanting to cancel their irrigation, you know what I mean? So that would… you can identify those quickly by tagging those service codes.
226 00:25:09.440 ⇒ 00:25:19.910 YvetteRuiz: Versus, you know, everything else is universal, right? It’s… if it’s specific to those things, then we should be able to keep everything pretty aligned, but you’re… you’re right on that.
227 00:25:19.940 ⇒ 00:25:37.320 YvetteRuiz: So, yeah, if we can… that’s kind of what I want you to kind of… I want you to come to the table, because at the end of the day, we’ve got to fix this. Like, we cannot continue going in these different directions and saying, look, I need to lock this down, and this is pretty simple. I feel like we’ve been talking about this way too long, and I need to knock it down.
228 00:25:37.640 ⇒ 00:25:39.010 YvetteRuiz: Cool.
229 00:25:39.010 ⇒ 00:25:44.309 Amber Lin: Sounds good. Do you have a timeline when you want them to complete this?
230 00:25:44.440 ⇒ 00:26:02.790 YvetteRuiz: Yeah, so tomorrow, what I’ll do is I will put that timeline together for them, so then that way they can come back and, we can, we can all agree before you leave the meeting, like, what is going to be the timeline to get all this information locked in. And I know it’s going to be a little bit because of the holidays, so it may be…
231 00:26:02.790 ⇒ 00:26:23.140 YvetteRuiz: rolling into January, which I’m okay, but I don’t want it to go past January. I want to be able to start the year, being able to start testing and utilizing this tool. Because I know right now, because I was testing it the other day, and it was… I know Andy was hallucinating, it was telling me that it was… if it’s a new homeowner, we were going to give free, we were going to give them a free,
232 00:26:23.140 ⇒ 00:26:29.429 YvetteRuiz: their new… their new house for free. I was like, okay, I don’t know where it’s pulling at, but okay.
233 00:26:29.510 ⇒ 00:26:31.810 YvetteRuiz: I like that it’s stinking.
234 00:26:32.780 ⇒ 00:26:42.260 Amber Lin: Cool, sounds good. I’ll… I’ll go clarify with my team today of what we need on that, and then tomorrow we’ll think about that.
235 00:26:43.240 ⇒ 00:26:43.900 YvetteRuiz: Okay.
236 00:26:44.430 ⇒ 00:26:52.839 YvetteRuiz: And then… cancellations, we got that in there. Yeah, and I think… That’s it for now.
237 00:26:52.840 ⇒ 00:26:55.539 Amber Lin: Cool. Okay. That’s quite a lot of stuff, and we’ll…
238 00:26:55.540 ⇒ 00:27:15.140 YvetteRuiz: Yeah, I was like, I have more, but I’m just like, I need to take it in chunks, but I think now that we’ve learned what we’ve learned, and I think everyone’s getting the understanding now of the investment that we are doing here, and the time is needed, is we are going to have to put, like, okay, if we want to go to what you’re talking about, Amber, is, like, these universal things.
239 00:27:15.140 ⇒ 00:27:37.590 YvetteRuiz: We have the core group of the trainers. That means, okay, here’s your homework, we need you to go do the research, and I need it back by this time, and we need to lock it down. I mean, that’s how we’re going to have to hold everybody accountable, because if not, we’re going to continue having these conversations where we don’t close it, and that’s where I’m trying to tell them today, you’re going to be responsible, and you’re going to have to bring it to the table, and we’re going to have to have cut-off times, and then
240 00:27:37.590 ⇒ 00:27:41.760 YvetteRuiz: And then lay it out like that, because that’s the only way we’re going to be able to master these projects.
241 00:27:41.760 ⇒ 00:27:50.040 Amber Lin: Awesome. So I think the milestones would just be… would be cancellations, and then we find another block to consolidate, and then throughout the…
242 00:27:50.170 ⇒ 00:27:58.849 Amber Lin: Hopefully not throughout the year, but it might take, like, at least a quarter or two, and then we’ll have… we’ll aim to have everything consolidated in one place.
243 00:27:59.170 ⇒ 00:28:00.250 YvetteRuiz: Yeah, for sure. Okay.
244 00:28:00.250 ⇒ 00:28:00.850 Amber Lin: Awesome.
245 00:28:01.830 ⇒ 00:28:03.460 YvetteRuiz: Alrighty, well, good meeting.
246 00:28:03.530 ⇒ 00:28:10.520 Amber Lin: Yeah, lovely talking to you guys. I open this… I open my week with this every week, it’s really nice.
247 00:28:10.520 ⇒ 00:28:14.389 YvetteRuiz: Awesome. Well, thank you so much, Amber, for your help.
248 00:28:14.390 ⇒ 00:28:14.820 JanieceGarcia: Yeah.
249 00:28:14.820 ⇒ 00:28:16.270 Amber Lin: Bye!