Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2026-01-29 Meeting participants: JanieceGarcia, read.ai meeting notes, Yvette’s Notetaker (Otter.ai), Matt’s Notetaker (Otter.ai), YvetteRuiz, Samuel Roberts, Amber Lin
WEBVTT
1 00:01:10.310 ⇒ 00:01:10.980 JanieceGarcia: What’s up?
2 00:01:11.190 ⇒ 00:01:12.070 JanieceGarcia: No, not yet.
3 00:01:15.180 ⇒ 00:01:16.030 JanieceGarcia: Bunting?
4 00:01:59.470 ⇒ 00:02:00.160 JanieceGarcia: Yep.
5 00:02:02.410 ⇒ 00:02:11.220 JanieceGarcia: Because that’s… yeah, that’s crazy. I mean, if it’s supposed to… Yeah, which… What?
6 00:02:19.080 ⇒ 00:02:20.030 JanieceGarcia: This one?
7 00:02:29.010 ⇒ 00:02:30.260 JanieceGarcia: Let’s say in it.
8 00:02:33.190 ⇒ 00:02:35.410 JanieceGarcia: Property management? No.
9 00:02:36.770 ⇒ 00:02:40.120 JanieceGarcia: God, because we can’t do anything until… That.
10 00:02:40.430 ⇒ 00:02:42.709 JanieceGarcia: That’s all gets covered, yep.
11 00:02:44.000 ⇒ 00:02:44.990 JanieceGarcia: Yep, yep, yep.
12 00:02:45.660 ⇒ 00:02:46.890 JanieceGarcia: Thank you.
13 00:03:08.300 ⇒ 00:03:09.240 YvetteRuiz: Darn it.
14 00:03:11.300 ⇒ 00:03:13.410 YvetteRuiz: Can you? Oh, there it is, then.
15 00:03:13.600 ⇒ 00:03:15.370 YvetteRuiz: Not doing it, hang on.
16 00:03:15.920 ⇒ 00:03:17.339 YvetteRuiz: There we go.
17 00:03:17.340 ⇒ 00:03:18.060 Samuel Roberts: Mmm.
18 00:03:18.060 ⇒ 00:03:18.829 JanieceGarcia: I hear you.
19 00:03:18.830 ⇒ 00:03:19.749 YvetteRuiz: Can you hear me?
20 00:03:23.450 ⇒ 00:03:28.219 Samuel Roberts: I always have issues with my setup. Every time I try to get on, something else is going wrong.
21 00:03:28.580 ⇒ 00:03:36.139 YvetteRuiz: I know… well, I’m not in my office, I’m in another office, so I’m trying to figure out what’s going on. Let’s see, I see myself.
22 00:03:37.230 ⇒ 00:03:41.850 YvetteRuiz: Let’s see… Okay, so let’s start here.
23 00:03:45.240 ⇒ 00:03:45.930 YvetteRuiz: Nope.
24 00:03:52.170 ⇒ 00:03:53.489 JanieceGarcia: Need to double check on that.
25 00:04:50.190 ⇒ 00:04:51.240 YvetteRuiz: Okay, I’m back.
26 00:04:54.880 ⇒ 00:04:56.239 YvetteRuiz: There we go.
27 00:04:56.750 ⇒ 00:04:57.840 JanieceGarcia: Hello!
28 00:04:58.190 ⇒ 00:04:59.190 YvetteRuiz: Hi!
29 00:05:00.180 ⇒ 00:05:05.109 YvetteRuiz: So, I think this may be the group, right? Just us, because Utum’s here.
30 00:05:05.970 ⇒ 00:05:08.190 YvetteRuiz: And meeting with everybody else.
31 00:05:09.160 ⇒ 00:05:10.400 JanieceGarcia: So we’re the cool people.
32 00:05:10.400 ⇒ 00:05:11.700 YvetteRuiz: Yes.
33 00:05:15.360 ⇒ 00:05:16.780 YvetteRuiz: How’s it going, guys?
34 00:05:18.390 ⇒ 00:05:20.919 Amber Lin: Pretty good. Busy week.
35 00:05:22.320 ⇒ 00:05:24.619 YvetteRuiz: Yes, I know.
36 00:05:25.240 ⇒ 00:05:30.420 JanieceGarcia: It’s been good. I did my first huge add to the, the UI.
37 00:05:30.420 ⇒ 00:05:32.759 Samuel Roberts: Oh, awesome! Oh, great.
38 00:05:33.870 ⇒ 00:05:34.700 YvetteRuiz: Yeah.
39 00:05:36.470 ⇒ 00:05:38.930 JanieceGarcia: I was like, I’m doing this one, I’m gonna see how this goes.
40 00:05:38.930 ⇒ 00:05:39.650 YvetteRuiz: I’m out.
41 00:05:39.650 ⇒ 00:05:40.639 Samuel Roberts: How was it?
42 00:05:41.010 ⇒ 00:05:42.890 JanieceGarcia: Very simple, very easy.
43 00:05:43.220 ⇒ 00:05:44.340 Samuel Roberts: Oh, okay, good.
44 00:05:44.340 ⇒ 00:05:45.290 JanieceGarcia: Loved it. I mean, it was…
45 00:05:45.290 ⇒ 00:05:46.679 YvetteRuiz: Like, it would be.
46 00:05:46.860 ⇒ 00:05:51.500 JanieceGarcia: It’s… it’s very simple, it’s almost, you know, dummy-proof, but…
47 00:05:52.560 ⇒ 00:05:54.149 JanieceGarcia: I could still mess it up.
48 00:05:55.960 ⇒ 00:06:00.899 JanieceGarcia: But I had to add, RGB, because he’s not on the inspectors, he’s not anywhere.
49 00:06:01.080 ⇒ 00:06:07.560 JanieceGarcia: So… So if you asked anything about RGV, Nothing came up.
50 00:06:07.930 ⇒ 00:06:13.110 JanieceGarcia: So I went ahead and I added all his zip codes to him, and put him in there, so…
51 00:06:13.490 ⇒ 00:06:17.199 JanieceGarcia: And then I tested it, I asked, and it worked.
52 00:06:17.440 ⇒ 00:06:18.340 YvetteRuiz: Worked.
53 00:06:18.340 ⇒ 00:06:19.000 Samuel Roberts: autistic.
54 00:06:19.000 ⇒ 00:06:24.220 YvetteRuiz: Hey, really quick question, guys. So, I, you know, I know we were talking about
55 00:06:24.530 ⇒ 00:06:28.099 YvetteRuiz: You guys may have seen, I know Casey responded about the…
56 00:06:28.180 ⇒ 00:06:39.570 YvetteRuiz: the way we’re asking and the information’s still not coming up correctly. Amber, I know you responded, I have not responded to you as well. But yesterday when I met with Tim, I checked in with him.
57 00:06:39.570 ⇒ 00:06:53.419 YvetteRuiz: to make sure that he’s already giving you guys everything that you guys needed with the platform or anything. I saw he sent an email to Utam. Was that anything that we’re waiting for him on what we’re currently working on with the new platform?
58 00:06:57.800 ⇒ 00:07:01.880 Samuel Roberts: I believe we’re all set now. I believe Casey was able to get it up and running today.
59 00:07:01.980 ⇒ 00:07:04.050 Samuel Roberts: To test it out, so I believe…
60 00:07:05.170 ⇒ 00:07:09.000 Samuel Roberts: As far as I know, there were no hiccups there, all the access was good.
61 00:07:10.170 ⇒ 00:07:18.769 Samuel Roberts: you know, I believe Casey thought that, and then tried it, and was able to actually do it. I haven’t been able to review the deployment yet, but I’m pretty sure everything was good, so…
62 00:07:18.960 ⇒ 00:07:19.840 YvetteRuiz: Okay, okay.
63 00:07:19.840 ⇒ 00:07:21.100 Samuel Roberts: I think we’re good there, so…
64 00:07:21.100 ⇒ 00:07:21.820 YvetteRuiz: Okay.
65 00:07:24.870 ⇒ 00:07:26.470 Amber Lin: Cool. So what do we got on?
66 00:07:27.620 ⇒ 00:07:28.210 Samuel Roberts: Yeah.
67 00:07:28.730 ⇒ 00:07:37.350 Amber Lin: Yeah, I think today… let me pull up my slides… Let’s see…
68 00:07:38.420 ⇒ 00:07:42.479 Amber Lin: I think the main topic I wanted to talk about today was about
69 00:07:42.560 ⇒ 00:07:49.049 Amber Lin: One about the zip codes. Where that’s at, I think there’s some…
70 00:07:49.050 ⇒ 00:08:05.639 Amber Lin: efforts… we talked about it internally, and we looked at all the triage tickets, and we want to talk about that with you guys. And then, two, I’ll talk a little bit about the department stuff, because I know we’re meeting with everybody tomorrow, so I want to give you two
71 00:08:05.710 ⇒ 00:08:12.919 Amber Lin: Sort of understanding where we’re at before we talk to the trainer, so you can also prepare what narrative you’re gonna take.
72 00:08:13.290 ⇒ 00:08:21.050 Amber Lin: So… I think I’m gonna start with… Let’s see…
73 00:08:25.210 ⇒ 00:08:31.150 YvetteRuiz: Amber, when you say talk to everybody tomorrow, everyone on ABC team, or everyone on y’all’s team, or what is that?
74 00:08:31.150 ⇒ 00:08:35.649 Amber Lin: Oh, that’s the Andy discussion that we have, so that’s with all the trainers.
75 00:08:35.650 ⇒ 00:08:37.030 YvetteRuiz: Oh, with our…
76 00:08:37.030 ⇒ 00:08:39.779 JanieceGarcia: Oh my gosh, do I not have you on that invite either, Evan?
77 00:08:39.789 ⇒ 00:08:42.614 YvetteRuiz: No, you do not, because I only have tomorrow.
78 00:08:44.690 ⇒ 00:08:46.190 JanieceGarcia: Oh…
79 00:08:46.190 ⇒ 00:08:47.720 Amber Lin: Well, I’ll go that I asked.
80 00:08:47.890 ⇒ 00:08:52.210 YvetteRuiz: Yes, because I was just like, I thought I had a good day tomorrow.
81 00:08:52.210 ⇒ 00:08:52.769 Amber Lin: Oh my god.
82 00:08:52.770 ⇒ 00:08:54.999 YvetteRuiz: I’m not saying it’s bad, but, like… Now it’s a.
83 00:08:55.000 ⇒ 00:08:57.170 Samuel Roberts: Great day tomorrow, yeah.
84 00:08:58.180 ⇒ 00:09:04.179 YvetteRuiz: And I was like, okay, I have no meetings, I have nothing, I mean, I can play catch-up tomorrow.
85 00:09:04.180 ⇒ 00:09:07.029 JanieceGarcia: I know we, we have a discussion.
86 00:09:08.370 ⇒ 00:09:09.940 JanieceGarcia: We got our ketchup.
87 00:09:13.180 ⇒ 00:09:13.930 Amber Lin: Okay.
88 00:09:14.160 ⇒ 00:09:19.330 Amber Lin: I wanna talk about the… the zip codes.
89 00:09:19.440 ⇒ 00:09:23.279 Amber Lin: And then all the different… and then we’ll talk about the.
90 00:09:23.280 ⇒ 00:09:25.040 YvetteRuiz: Amber, you’re cutting in and out.
91 00:09:25.040 ⇒ 00:09:25.390 Amber Lin: Oh.
92 00:09:25.390 ⇒ 00:09:25.930 YvetteRuiz: B.
93 00:09:26.330 ⇒ 00:09:45.640 Amber Lin: I think I’m opening too many applications. I’ll… I’ll stop sharing screen, I’ll just talk. We looked at all the triage tickets from everybody, and I know you and Steven, I think on Tuesday you sent, oh, we tested this, some things are not correct, some things are giving,
94 00:09:45.940 ⇒ 00:10:05.650 Amber Lin: different answers. So, I think the reasons why things get wrong, there’s… We summarized, it down to, I think, around two main categories of reasons. So, one, which is on us, is, okay, some… sometimes the…
95 00:10:06.190 ⇒ 00:10:13.159 Amber Lin: Andy doesn’t interpret the words correctly. It doesn’t say it wants… like, a…
96 00:10:13.260 ⇒ 00:10:24.390 Amber Lin: a previous example that we fixed is estimator versus inspector. And now I think the new example is some… for lawn, because there’s different
97 00:10:24.500 ⇒ 00:10:43.379 Amber Lin: people, there’s lawn, there’s inspectors, technicians, and crews. That’s why sometimes it also gets confused there, so that’s something we can control. We’ll work with you guys to find the different aliases. We’ve been able to add most of them, but there’s always new stuff that comes in that, because
98 00:10:43.440 ⇒ 00:10:45.910 Amber Lin: like, AI is different than…
99 00:10:46.110 ⇒ 00:11:04.379 Amber Lin: when we enter, like, one for one, it’s still generative, so we need to give it instructions on how to think about, the different ways people talk. So that’s the first reason, and that was the main reason that Stephen’s questions didn’t come up, because for Lawn, it just, like, it just asked for cruise.
100 00:11:04.380 ⇒ 00:11:09.330 Amber Lin: But the second reason is why I brought Sam here today is,
101 00:11:09.340 ⇒ 00:11:23.579 Amber Lin: keeping the DB updated, I think that Janiece is doing a great job. I don’t think it’s fair for Janice to do everything and then monitor all the different departments’ spreadsheets, because then
102 00:11:23.810 ⇒ 00:11:43.049 Amber Lin: the service managers would tell the leaders, they tell Tara, hey, I want to update this, Tara updates that, and then Tara needs to remember to tell Janice that, hey, I updated this, and Janice needs to remember to go into the DB and then do that, and, like, it often takes a long time, and
103 00:11:43.060 ⇒ 00:11:55.149 Amber Lin: Right now, the only way we know is CSRs will ask a question, Andy will get it wrong, and then we’ll go update it. So I… I don’t think that’s the best way, or the, like, the…
104 00:11:55.240 ⇒ 00:12:02.520 Amber Lin: most error-prone way to go, and I think it also damages people’s trust in Andy. So I wanted to…
105 00:12:02.790 ⇒ 00:12:09.839 Amber Lin: talk and discuss, like, how we want to keep it updated, how we can, take.
106 00:12:09.840 ⇒ 00:12:10.350 YvetteRuiz: I was…
107 00:12:10.350 ⇒ 00:12:14.010 Amber Lin: Out of the loop and have someone help her as well.
108 00:12:14.260 ⇒ 00:12:15.720 JanieceGarcia: I have a question, though.
109 00:12:15.720 ⇒ 00:12:16.210 Amber Lin: Because…
110 00:12:16.610 ⇒ 00:12:19.870 YvetteRuiz: I don’t know if you’re gonna say… ask saying the same thing as I am, but go ahead.
111 00:12:19.870 ⇒ 00:12:25.180 JanieceGarcia: You might, because it’s not updates that are happening right now.
112 00:12:25.350 ⇒ 00:12:32.529 JanieceGarcia: what we’ve still been seeing, and I even brought this up to Casey whenever I met with Casey last week, was…
113 00:12:32.940 ⇒ 00:12:41.199 JanieceGarcia: the tabs, all of the inspectors and all of the zip codes, they weren’t put into the database, so everything is still not there.
114 00:12:41.820 ⇒ 00:12:42.270 Amber Lin: Mmm.
115 00:12:42.270 ⇒ 00:12:54.860 JanieceGarcia: And that’s where the questions are. It’s not necessarily updates that are happening, because the updates, the only updates that truly have happened does come through me, and I do update those, because I have to update the backend sheets.
116 00:12:56.720 ⇒ 00:13:09.800 YvetteRuiz: Into the train, yeah, they don’t… that’s what I was gonna say, because I remember you saying that there was stuff that wasn’t still updated, so that wasn’t the issue, that wasn’t on Janiece. And on top of that, everything funnels up to myself and Janiece. It doesn’t go to…
117 00:13:09.950 ⇒ 00:13:14.010 YvetteRuiz: Tara, and then it directly comes up here, so there is no…
118 00:13:14.360 ⇒ 00:13:18.510 YvetteRuiz: I mean, we could add as many other people, it still follows one flow.
119 00:13:18.910 ⇒ 00:13:22.669 Amber Lin: Yeah, okay. So then it’s…
120 00:13:22.840 ⇒ 00:13:29.799 Amber Lin: for departments, there were things that’s lost, when we were adding it. Okay, so…
121 00:13:30.050 ⇒ 00:13:48.649 Amber Lin: Because when we went to the triage tickets, some of them say, hey, this person has left, or this person has been switched, and I don’t think a lot of that was captured. And when things are missing, hey, I don’t find this person as often, either because Andy didn’t interpret the questions right, or it was just not there.
122 00:13:48.660 ⇒ 00:13:55.870 Amber Lin: Sometimes when we search the DB, it is there, but that’s part of the work I want to do with the departments.
123 00:13:55.870 ⇒ 00:14:09.520 Amber Lin: Is… especially with the DBs, we found it very, very confusing of, like, people ask questions certain ways, and there’s different feels, and things are interpreted differently, so I think it got lost in translation, because
124 00:14:09.520 ⇒ 00:14:17.020 Amber Lin: adding a single sheet sometimes took, like, months, and then we forgot which one we added. So…
125 00:14:17.510 ⇒ 00:14:30.749 Amber Lin: I talked to Casey, and I think, we think we need to book a lot more meetings with the departments. I think PEST is mostly good. Let me actually show you the department checklist.
126 00:14:30.950 ⇒ 00:14:41.120 Amber Lin: I was working on… So… So for each department, we were looking at, okay, how is there…
127 00:14:41.310 ⇒ 00:14:49.070 Amber Lin: all their zip codes, techs, inspectors, or if they have other stuff. How is their central dock?
128 00:14:49.210 ⇒ 00:14:59.319 Amber Lin: Are they… is everything in there, which I think most of it are, but is it formatted correctly? Is there duplicate information?
129 00:14:59.780 ⇒ 00:15:08.140 Amber Lin: And is it… is it easy to navigate or section properly for AI to read? Which I think, like.
130 00:15:08.690 ⇒ 00:15:25.710 Amber Lin: It’s mostly… we checked all the formatting, but I think there’s just a lot of duplicate info, and we haven’t had a thorough, like, tutorial of, hey, like, you should organize it in this way. The only department we’ve done it for is for PEST.
131 00:15:25.770 ⇒ 00:15:44.889 Amber Lin: The Pest Central dog is very… is very clearly sectioned, there’s no duplicates, we know everything where it is, so we also, through this, we avoid adding duplicate stuff. So, we haven’t been able to do that with other departments, and I think it just needs to happen to get it over
132 00:15:45.370 ⇒ 00:15:47.270 Amber Lin: To a better level.
133 00:15:47.400 ⇒ 00:16:01.960 Amber Lin: So, with that, I think another area we were looking at is, okay, are people updating the central docs, frequently, or are… is the zip code, database getting updated as well?
134 00:16:02.460 ⇒ 00:16:07.080 Amber Lin: So, I think, here.
135 00:16:07.320 ⇒ 00:16:25.089 Amber Lin: So, we were checking when the Central Docs was last updated. So for commercial, I think with the holidays, people have kind of forgot to update it, and for commercial, for example, it was about a month ago, and I think same for…
136 00:16:25.290 ⇒ 00:16:30.040 Amber Lin: Perhaps same for lawn, it was also about,
137 00:16:30.470 ⇒ 00:16:37.620 Amber Lin: a month ago, when they last updated Essential Doc, so I think we just need to meet again and tell them, hey.
138 00:16:37.740 ⇒ 00:16:42.249 Amber Lin: This is how you should do it, it’s not as hard, so you can…
139 00:16:42.470 ⇒ 00:16:44.680 Amber Lin: And I can start updating that.
140 00:16:44.780 ⇒ 00:16:48.010 Amber Lin: Let’s see…
141 00:16:48.380 ⇒ 00:17:02.890 Amber Lin: And I’ll also talk to them about, okay, how do you organize the central docks? Because, some of the issues that came from lawn, or when we talked to Patricia, was that, hey, it’s giving lawn mowing answers from lawn care.
142 00:17:03.470 ⇒ 00:17:05.099 Amber Lin: And they’re not the same thing.
143 00:17:05.319 ⇒ 00:17:11.069 Amber Lin: So, we went… we looked at it, and it was because there was a lawn mowing section.
144 00:17:11.270 ⇒ 00:17:14.330 Amber Lin: under lawn care. And so.
145 00:17:14.650 ⇒ 00:17:34.560 Amber Lin: like, Andy saw that and was like, oh, okay, it sounds like the same service, so it got really confused. So that’s the type of audit we need to do, like, hey, are we really organizing it correctly, or are we just dumping information into the dock? And if we don’t organize this correctly, it’s gonna be…
146 00:17:36.170 ⇒ 00:17:45.780 Amber Lin: I think what we call it in the AI world is garbage in, garbage out. If we don’t organize this correctly, it will not come out as we want to.
147 00:17:45.990 ⇒ 00:17:47.480 YvetteRuiz: So, I have a question there.
148 00:17:48.430 ⇒ 00:18:05.579 YvetteRuiz: When we did all the onboarding for every department, my assumption, shame on me, and… was that you were going to do the same thing that we did with PEST, just go in there and clean everything out, get all the redundant stuff, do exactly that we did with each and every…
149 00:18:06.190 ⇒ 00:18:09.239 YvetteRuiz: I guess that didn’t happen, because…
150 00:18:09.240 ⇒ 00:18:28.379 YvetteRuiz: it looks like we don’t have it the way we have pests. I thought we were going to mimic everything with every department, because they don’t… they didn’t know, I mean, to go and put that in the order that it needed to be, unless maybe that was… we were supposed to go in there and help them get it all lined up like that.
151 00:18:28.720 ⇒ 00:18:42.740 JanieceGarcia: But that was my… and that was my assumption, too, is that we had… the reason why you were meeting with them was to get all the information like you did with PES, to go ahead and lay it all out, because the formatting was correct, and we were just going to basically do a copy and paste, just put…
152 00:18:43.540 ⇒ 00:18:47.289 JanieceGarcia: that team’s stuff, so that… That’s what I understood as well, too.
153 00:18:47.290 ⇒ 00:19:04.459 Amber Lin: When we met with them, we did get all the information that we needed, and we did put it in the order that we had. With pests, what we had as an extra step was to go through these and clean it one by one. We removed a lot of redundancies.
154 00:19:04.470 ⇒ 00:19:14.509 Amber Lin: And that just required a lot of additional meetings, and I think we were adding departments quite quickly, and we didn’t meet… like, me and Janiece met
155 00:19:14.550 ⇒ 00:19:19.759 Amber Lin: Two or three times a week, one hour each, to go through each and very one of these.
156 00:19:20.950 ⇒ 00:19:35.559 Amber Lin: I think we had a miscommunication there, because I… I believe I thought the, like, Janice, you would be working with them, or I would help them with the instructions. But I think at that point, I didn’t have the time to meet with
157 00:19:35.590 ⇒ 00:19:47.210 Amber Lin: everybody on the trainer’s team to organize their documents. So I think that’s something that we can start doing now, and I can help give them instructions of, hey,
158 00:19:47.550 ⇒ 00:19:53.989 Amber Lin: like, when things come up, this is how you would work through the documentation, but I would say that
159 00:19:54.340 ⇒ 00:20:10.499 Amber Lin: like, my… my time is also limited on how I can meet with each and very one specific person on each and every single document. I can provide them examples, I can walk through maybe 5 or 10 of them, but I don’t think I can go through
160 00:20:10.580 ⇒ 00:20:14.889 Amber Lin: all of it like I went through with Pez. I… I helped…
161 00:20:15.300 ⇒ 00:20:23.670 Amber Lin: read and rewrite most of the test documents, I don’t think I would be able to do that for every department, so I wouldn’t…
162 00:20:23.670 ⇒ 00:20:48.160 YvetteRuiz: And so, yeah, and that’s fine, but this is kind of what… when I met with you early on, when we met on Monday, is like, I gotta know where every division is at right now. Like, that was the whole thing. I mean, is everybody… is everybody up to par? I mean, is everybody updated? That’s why I made the suggestion to bring you into the meeting, because it would just be very easy to have everybody that’s the key players in there. You can go through these examples, like.
163 00:20:48.160 ⇒ 00:20:59.029 YvetteRuiz: hey, this is what I’m needing specifically. That way, they all get the same message, they all walk out with the same action items. You don’t have to personally be there with each and every one of them. So…
164 00:20:59.030 ⇒ 00:21:24.019 YvetteRuiz: I mean, if we gotta do that, that’s kind of why I wanted to bring everybody together to say, okay, where are we today with all our documents? So, if tomorrow’s the day, or… and maybe it’s my leaders that need to come in here, not the trainers, but, I mean, I’ll put in whoever needs to do that, but I just feel like maybe we have one meeting with them, we walk through exactly what we need them to do, and we can use PEST as the example, and then we leave with their action items. If they have any questions, then they can ask
165 00:21:24.020 ⇒ 00:21:27.319 YvetteRuiz: us, but I think that’s the better formula. That’s just me.
166 00:21:27.670 ⇒ 00:21:37.649 Amber Lin: Awesome, I think that’s the way to go. I think that gives tomorrow a better, we’ll have a structure where we want to go through tomorrow. I’ll walk them through, hey, this is…
167 00:21:37.650 ⇒ 00:21:48.200 Amber Lin: Where we’re at with the central docks. Some departments have less central dock issues. I think lawns facing less of them, home improvement has slightly less
168 00:21:48.250 ⇒ 00:21:55.309 Amber Lin: Central dock issues, mechanical is the one with the most, because there is the most complicated and longest.
169 00:21:55.410 ⇒ 00:22:03.050 Amber Lin: So, I’ll probably… Walk them through some examples, and…
170 00:22:03.530 ⇒ 00:22:06.410 Amber Lin: Yeah, I think it… Let’s see…
171 00:22:06.560 ⇒ 00:22:12.710 Amber Lin: I will see how it goes. We might still need personal sessions, and… .
172 00:22:12.900 ⇒ 00:22:37.289 YvetteRuiz: And that’s fine, I think, but for me, it makes it better, because then I want to make sure that everybody gets the same message, because I feel like if we’re meeting with everybody individually, I don’t know what conversations… again, my assumption was that we were going to do this, but again, shame on me, now I want to be very clear moving forward, because then it’s easy for me to go back and hold accountability and say, okay, no, we were in that meeting, this was the assignment, here’s the timeline, are we good? Do you have any questions?
173 00:22:39.370 ⇒ 00:22:42.790 Amber Lin: Cool, sounds good. Yeah, and I’ll also…
174 00:22:42.790 ⇒ 00:22:45.380 YvetteRuiz: Why don’t you try to do that tomorrow, Amber? I’m so sorry.
175 00:22:45.380 ⇒ 00:22:59.630 Amber Lin: I would like to do that tomorrow, as soon as possible, because I don’t want to… like, updating will take a lot of time, and ideally, I would like to book checkpoints of, say, in two weeks, I want to see
176 00:22:59.690 ⇒ 00:23:09.160 Amber Lin: The basic structure organized, and then in another month, like, having, this section sorted out and having duplicates removed.
177 00:23:09.610 ⇒ 00:23:11.339 Amber Lin: Okay. So…
178 00:23:11.760 ⇒ 00:23:26.909 YvetteRuiz: So what I’ll do, because right now the trainers are the only ones, but I want the message to be delivered to their leader, their manager, and the trainer, because their leader needs to be holding them accountable, and they need to know, one, the trainer should be communicating with them, but this meeting right here, I’m gonna call.
179 00:23:26.910 ⇒ 00:23:31.329 Amber Lin: The manager and the trainer, so everybody walks out with the same message.
180 00:23:31.470 ⇒ 00:23:43.969 Amber Lin: Okay, and Janiece, would you be also able to share how you were able to work on the pest docs? Because I think we spend so much time on there, and you have a lot of advice to give them on, like.
181 00:23:44.120 ⇒ 00:23:53.389 Amber Lin: How do you use your knowledge? Who do you ask to perfect those? And when you worked… when you, me, and Shannon worked on the central dock?
182 00:23:54.100 ⇒ 00:24:13.979 JanieceGarcia: I definitely can. I mean, and the formatting, I still don’t know if the formatting is 100%. I mean, the formatting, we’ve got to get that truly laid out, because I even have, and I have one that I sent to Casey, two of them that I sent to Casey today. The information’s in the central doc, but it’s not giving the correct information in Andy.
183 00:24:14.120 ⇒ 00:24:14.770 JanieceGarcia: So…
184 00:24:15.480 ⇒ 00:24:28.200 JanieceGarcia: you know, I am really working on that as well, but the layout and all of that, we’ve got to have the actual format. We need to have the true format, the way it’s supposed to be laid out in the central doc, so we can share that with them.
185 00:24:28.330 ⇒ 00:24:34.460 JanieceGarcia: Because right now, we don’t… I don’t know what we’re supposed to be using on there.
186 00:24:34.930 ⇒ 00:24:37.730 Amber Lin: Yeah. And… Go ahead.
187 00:24:38.760 ⇒ 00:24:40.240 YvetteRuiz: So what is that format?
188 00:24:40.800 ⇒ 00:24:47.179 Amber Lin: The basic ones I can immediately say is having
189 00:24:47.180 ⇒ 00:25:01.730 Amber Lin: The images won’t get loaded, the tables most likely don’t get loaded, but then after those, like, general instructions, then it’s how we word specific things, and I don’t really have a…
190 00:25:01.780 ⇒ 00:25:09.540 Amber Lin: clear answer to that. A lot of it is trial and error. I’ll take the triage ticket, and I’ll have to try several different wordings.
191 00:25:09.600 ⇒ 00:25:19.270 Amber Lin: To get to that answer, so, like, I think… I think it will be still repeat and practice,
192 00:25:19.640 ⇒ 00:25:26.250 Amber Lin: Because, like, it got a lot easier for pests before the other departments. I don’t think…
193 00:25:26.510 ⇒ 00:25:37.369 Amber Lin: it’s been practiced enough, and, like, I also don’t know the exact answer, but, like, because Andy also gets updated, that’s how we test what works.
194 00:25:37.470 ⇒ 00:25:43.589 Amber Lin: And sometimes just putting the information in there is not enough if it’s not clear.
195 00:25:44.220 ⇒ 00:25:47.240 YvetteRuiz: Okay. Well, let’s start off with step one.
196 00:25:47.420 ⇒ 00:25:59.979 YvetteRuiz: is bringing everybody tomorrow together, okay, this is what we need to start happening right now. And then once we get that down, then we can look at the format, okay, we can start testing a little bit more and doing that, so…
197 00:26:00.390 ⇒ 00:26:05.109 YvetteRuiz: At least we all get the same message to start what we need to with the cleanup.
198 00:26:05.750 ⇒ 00:26:07.510 Amber Lin: Cool.
199 00:26:08.260 ⇒ 00:26:15.690 Amber Lin: And going back to the zip codes, because you said every zip code update goes through UNG, so,
200 00:26:16.140 ⇒ 00:26:23.240 Amber Lin: Janice, can I just assume that every update that’s made in the sheets will also get made in the…
201 00:26:23.420 ⇒ 00:26:38.199 Amber Lin: DB? Do you guys think it’s still best for the CSRs to read the DB, or read the spreadsheets, or should we maybe let them also read the database, because then you don’t have to update two of them?
202 00:26:38.660 ⇒ 00:26:44.029 JanieceGarcia: No, I think the sheets right now is still a good backup until we know that everything is truly in there.
203 00:26:45.020 ⇒ 00:27:05.399 YvetteRuiz: Yeah, because that’s the goal, is taking it all completely out, but we don’t have it where it needs to be, so we’re going to have to still have them refer that. Because that’s a conversation Steven and I were having, when this came up originally, when we kept getting some… I asked that same question, should we just continue having them use the data, you know, the spreadsheet until we get this fixed?
204 00:27:05.710 ⇒ 00:27:12.160 YvetteRuiz: because, you know, to your point, what you said earlier, Amber, you don’t want to… you don’t want them to stop…
205 00:27:12.310 ⇒ 00:27:17.999 YvetteRuiz: stop trusting the system, right? Like, we don’t want them to do that, so what should we do?
206 00:27:19.480 ⇒ 00:27:21.150 YvetteRuiz: Until we get this fixed.
207 00:27:23.360 ⇒ 00:27:24.620 Amber Lin: Yeah, makes sense.
208 00:27:24.620 ⇒ 00:27:27.570 YvetteRuiz: I think we keep… We keep both for right now.
209 00:27:27.570 ⇒ 00:27:37.920 Samuel Roberts: I think that makes sense. Yeah, I think eventually we want to consolidate to one source of truth, totally, but until that’s the case. Yeah, I didn’t realize there were things still missing. I thought it was an update kind of thing, but…
210 00:27:38.400 ⇒ 00:27:39.060 JanieceGarcia: -
211 00:27:39.060 ⇒ 00:27:40.260 Samuel Roberts: Okay, if I understand now.
212 00:27:41.250 ⇒ 00:27:46.160 Amber Lin: So, I think, still, tomorrow in the meeting with the trainers, I’ll also…
213 00:27:46.250 ⇒ 00:27:54.230 Amber Lin: have to ask them about the spreadsheets. I think probably Casey would book meetings with them to,
214 00:27:54.300 ⇒ 00:27:59.199 Amber Lin: maybe they will… I’ll give them a little bit of homework to check, hey, can you check if…
215 00:27:59.220 ⇒ 00:28:18.200 Amber Lin: these things are in the DB, or tell me what fields you… what extra fields are missing, or extra fields you want. Because, like, for us to look at it, sometimes things get missed, because it’s not what we look at day-to-day, so I would like their pair of eyes on it as well.
216 00:28:18.790 ⇒ 00:28:19.450 YvetteRuiz: Yeah.
217 00:28:19.490 ⇒ 00:28:25.489 Amber Lin: So, you… Amber, you mentioned earlier, and Janiece, you have the ticket, I mean, I obviously can go in there too, but…
218 00:28:25.490 ⇒ 00:28:41.379 YvetteRuiz: you’re in it more than I am. Amber had mentioned something like, this tech’s not here, this… what was that? Because I’m kind of curious if everything funnels up. I mean, there was breakdown in internal communication that somebody’s not following the process, so…
219 00:28:42.020 ⇒ 00:28:59.870 JanieceGarcia: That was… no, those… there was a ticket for, what’s his name that moved from residential to commercial, which was months ago, but he was still coming up. That was before the database. The database actually made it to where we could switch from residential to commercial, so that’s what we were waiting on that one. So that was the one.
220 00:28:59.870 ⇒ 00:29:05.270 JanieceGarcia: And then, there was a guy that actually left, but that also was months ago.
221 00:29:05.430 ⇒ 00:29:07.730 JanieceGarcia: But we were able to remove him from the database.
222 00:29:07.730 ⇒ 00:29:10.150 YvetteRuiz: Okay, okay, but not rea… okay, so…
223 00:29:10.150 ⇒ 00:29:11.459 JanieceGarcia: He’s not on the sheet. They’re not.
224 00:29:11.460 ⇒ 00:29:15.439 YvetteRuiz: Okay, okay, okay, so then, alright, so then that makes me feel better, that that was…
225 00:29:15.740 ⇒ 00:29:18.360 YvetteRuiz: Okay, because I was thinking, like, anything recent, I’m like, oh…
226 00:29:18.360 ⇒ 00:29:19.140 JanieceGarcia: No.
227 00:29:19.140 ⇒ 00:29:20.490 YvetteRuiz: Okay.
228 00:29:23.890 ⇒ 00:29:34.819 Amber Lin: Cool. So we’ll have that meeting tomorrow. I think they’re meeting in person right now for the Discovery Workstream, so I’ll be hopping over there.
229 00:29:35.620 ⇒ 00:29:36.230 YvetteRuiz: Okay!
230 00:29:37.670 ⇒ 00:29:40.909 YvetteRuiz: Sounds good. Well, I appreciate you guys. Thank you so much.
231 00:29:40.910 ⇒ 00:29:43.830 Amber Lin: Yeah, thank you for the call, and I’ll see you guys tomorrow.
232 00:29:43.830 ⇒ 00:29:45.819 YvetteRuiz: Yes, bye. Alrighty, bye-bye.