Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2026-02-19 Meeting participants: JanieceGarcia, read.ai meeting notes, Matt’s Notetaker (Otter.ai), Yvette’s Notetaker (Otter.ai), YvetteRuiz, Pranav Narahari, Amber Lin
WEBVTT
1 00:07:04.580 ⇒ 00:07:06.939 YvetteRuiz: Hey, can you… can you print…
2 00:07:07.480 ⇒ 00:07:08.040 JanieceGarcia: fam.
3 00:07:08.350 ⇒ 00:07:15.910 YvetteRuiz: I’m not having… I’m not able to print. I’m gonna email you what I need. Can you print it for me? It’s pretty confidential. Can you just run and grab it?
4 00:07:15.910 ⇒ 00:07:16.560 JanieceGarcia: I will.
5 00:07:17.460 ⇒ 00:07:19.829 YvetteRuiz: Hold on, let me save everything.
6 00:07:30.380 ⇒ 00:07:33.729 YvetteRuiz: I want something sweet. Thank you for my food.
7 00:07:33.950 ⇒ 00:07:36.069 JanieceGarcia: You’re welcome, you want something sweet now?
8 00:07:38.070 ⇒ 00:07:41.850 JanieceGarcia: Hmm, I wonder if I still have a Bueno bar. I have a Bueno bar?
9 00:07:41.850 ⇒ 00:07:46.429 YvetteRuiz: I’ll go buy me… I’ll go… I’ll go get something out of that machine in the second.
10 00:07:47.080 ⇒ 00:07:54.680 JanieceGarcia: The only reason I carry Bueno Bars is because that’s the only thing that Jameson will eat that’s not candy that I can get him to…
11 00:07:56.950 ⇒ 00:07:58.210 YvetteRuiz: But I do not.
12 00:07:58.210 ⇒ 00:07:59.670 JanieceGarcia: I do not have one.
13 00:07:59.960 ⇒ 00:08:06.010 YvetteRuiz: Oh gosh, I’m… Why is it doing that?
14 00:08:09.330 ⇒ 00:08:11.380 YvetteRuiz: Alone.
15 00:08:11.660 ⇒ 00:08:14.390 JanieceGarcia: Oh, Sam’s not gonna be in this, Utom won’t be in it…
16 00:08:14.390 ⇒ 00:08:16.389 YvetteRuiz: Yeah, I was looking at that.
17 00:08:16.390 ⇒ 00:08:18.219 JanieceGarcia: Matt, of course, you won’t.
18 00:08:18.220 ⇒ 00:08:18.980 YvetteRuiz: Month.
19 00:08:20.470 ⇒ 00:08:21.099 JanieceGarcia: I wonder if…
20 00:08:21.390 ⇒ 00:08:22.720 YvetteRuiz: Probably nobody.
21 00:08:22.720 ⇒ 00:08:25.270 JanieceGarcia: Yeah, is it nobody again today?
22 00:08:25.890 ⇒ 00:08:30.770 YvetteRuiz: If so, that’s cool, I’ll just get my next meeting going so I can get on the road.
23 00:08:30.770 ⇒ 00:08:32.789 JanieceGarcia: Get on the road.
24 00:08:34.080 ⇒ 00:08:36.270 YvetteRuiz: Let me see if this does it. Hold on, Janiece.
25 00:08:37.240 ⇒ 00:08:39.869 YvetteRuiz: Nope. Okay, so no. Nope.
26 00:08:40.289 ⇒ 00:08:41.330 YvetteRuiz: Fine.
27 00:08:41.559 ⇒ 00:08:45.309 YvetteRuiz: Fine, fine, fine. I better just not print later.
28 00:08:47.880 ⇒ 00:08:50.690 YvetteRuiz: Maybe Steven, that’s gonna be here either?
29 00:08:51.880 ⇒ 00:08:52.880 JanieceGarcia: I don’t know.
30 00:08:55.680 ⇒ 00:08:56.890 YvetteRuiz: Round…
31 00:08:57.130 ⇒ 00:08:58.120 Amber Lin: Hi!
32 00:08:58.120 ⇒ 00:09:03.899 YvetteRuiz: Let me go check the printer real quick, make sure nothing printed before I send it to you, Denise. Okay.
33 00:09:03.900 ⇒ 00:09:04.430 JanieceGarcia: Okay.
34 00:09:11.310 ⇒ 00:09:12.409 Amber Lin: How was the week?
35 00:09:14.030 ⇒ 00:09:16.700 JanieceGarcia: It’s good! It’s been really good.
36 00:09:16.700 ⇒ 00:09:17.740 Amber Lin: Monday off?
37 00:09:18.220 ⇒ 00:09:20.760 Amber Lin: No, I only took, I took…
38 00:09:20.760 ⇒ 00:09:24.580 JanieceGarcia: day off because my son was in a, like, a quinceanera.
39 00:09:24.950 ⇒ 00:09:27.290 Amber Lin: Oh, exciting!
40 00:09:27.290 ⇒ 00:09:30.099 JanieceGarcia: Yes, it was… it was really cute. No, Yvette?
41 00:09:30.640 ⇒ 00:09:33.219 YvetteRuiz: I won’t be in the meeting today, got it.
42 00:09:33.440 ⇒ 00:09:34.390 YvetteRuiz: Steven.
43 00:09:34.660 ⇒ 00:09:35.820 Amber Lin: Okay.
44 00:09:35.820 ⇒ 00:09:37.210 JanieceGarcia: Okay, well, this’ll be a.
45 00:09:37.210 ⇒ 00:09:38.340 YvetteRuiz: So it’s us.
46 00:09:38.340 ⇒ 00:09:41.089 Amber Lin: Yeah, we’ll have a quick one, we’ll have a discussion.
47 00:09:42.680 ⇒ 00:09:43.690 JanieceGarcia: Hi, Pranav!
48 00:09:43.690 ⇒ 00:09:45.399 Pranav Narahari: How’s it going? How’s it going?
49 00:09:47.390 ⇒ 00:09:48.760 YvetteRuiz: Hello. Yep.
50 00:09:49.130 ⇒ 00:09:51.730 YvetteRuiz: You too.
51 00:09:52.010 ⇒ 00:09:54.220 Pranav Narahari: Amber, is everybody here? Or.
52 00:09:54.220 ⇒ 00:10:03.840 Amber Lin: Yes, we’re missing quite a few folks. I know CMS not coming. I know Sam is off today and tomorrow, so he won’t be here either.
53 00:10:05.780 ⇒ 00:10:08.750 YvetteRuiz: Doki? Well, we can get started!
54 00:10:08.750 ⇒ 00:10:09.590 JanieceGarcia: Thank you.
55 00:10:10.560 ⇒ 00:10:11.550 Amber Lin: Ugh…
56 00:10:11.810 ⇒ 00:10:12.720 YvetteRuiz: Any suggestion?
57 00:10:13.600 ⇒ 00:10:15.110 Amber Lin: Let’s go here.
58 00:10:17.630 ⇒ 00:10:30.399 Amber Lin: Let’s start with the usage. I checked the usage, and hence why I asked if people went off on Monday. I’m looking at the numbers, and it is half of what we’re usually at. I’m just very confused.
59 00:10:30.400 ⇒ 00:10:37.779 Amber Lin: Of how come it dropped so much this week? Would you guys know why, or what was happening this past week?
60 00:10:37.960 ⇒ 00:10:43.830 Amber Lin: Or if we should talk to people and see why they haven’t been using Andy?
61 00:10:44.050 ⇒ 00:10:45.770 YvetteRuiz: Well, I mean…
62 00:10:46.030 ⇒ 00:10:55.180 YvetteRuiz: on Friday’s meeting, I’ll be full transparent, I really didn’t feel like the engagement was there. It looked like some of them were kind of, should we use it, should we not?
63 00:10:55.560 ⇒ 00:11:10.710 YvetteRuiz: You know, because it’s still not providing some stuff, which I met with Janiece yesterday, and I, you know, her and I had a really, a deep conversation regarding,
64 00:11:11.810 ⇒ 00:11:21.599 YvetteRuiz: I need her… her and myself to really step in here and really start identifying, because I updated her in our meeting on Friday, Amber, in…
65 00:11:21.970 ⇒ 00:11:40.259 YvetteRuiz: you know, really identifying the roles on who’s responsible for what. So when a ticket’s not… when a ticket’s submitted, you know what I mean? Is the problem on our end, or is it Brainforges needs to update something? And if it is on our end, are our people… do they know what they’re supposed to be doing? You know what I mean? And I walked them again through the example.
66 00:11:40.720 ⇒ 00:11:50.529 YvetteRuiz: pricing, right? And I know that we’re still waiting on you guys to give us the data, like, hey, this is everything that’s redundant, you know, or give us back, you know, what you guys are,
67 00:11:50.920 ⇒ 00:11:54.680 YvetteRuiz: What’s the word that I’m looking for?
68 00:11:55.180 ⇒ 00:11:58.400 YvetteRuiz: Scrubbing, to share that with us.
69 00:11:59.320 ⇒ 00:12:00.890 YvetteRuiz: But, you know what I mean?
70 00:12:00.920 ⇒ 00:12:16.399 YvetteRuiz: I feel like, okay, so if it is on our end, what are we doing to fix the problem? You know, what is it specifically? And if we’ve already checked our documents saying, okay, well, the reason Andy’s giving us 3 different answers, or not answering all, one, because it’s not there, one, because it’s in multiple places.
71 00:12:16.400 ⇒ 00:12:22.990 YvetteRuiz: How do we go in there and clean it up? And then if there’s anything that we need to tag you in, brain forge in, then we need to start doing that.
72 00:12:23.000 ⇒ 00:12:33.840 YvetteRuiz: But Friday, I kind of just felt like everyone was kind of leaving, and so I still kind of feel like we’re not… I feel like everyone still doesn’t feel confident on
73 00:12:35.080 ⇒ 00:12:38.410 YvetteRuiz: moving forward, so that’s why I told Janice
74 00:12:38.600 ⇒ 00:12:50.079 YvetteRuiz: okay, we’re… we’re gonna have to step in, and I’m gonna need you. I said, and I would start with one person only, and that… probably that one person is gonna be Rayanne, because mechanical… the mechanical department
75 00:12:50.170 ⇒ 00:13:13.599 YvetteRuiz: not dispatch, the mechanical department, Marianne has been the most engaged they have, and you heard her. I mean, she spoke up, letting you know everything that she found, all the feedback they were getting and everything, so going through those exercises that she was kind of sharing with us, like, this is… this is what they’re seeing, this is what they’re not, so that’s just my feedback, that I feel like that’s probably why a lot just kind of went down.
76 00:13:13.600 ⇒ 00:13:15.040 YvetteRuiz: I did also…
77 00:13:15.220 ⇒ 00:13:16.020 Amber Lin: Okay.
78 00:13:16.020 ⇒ 00:13:22.450 YvetteRuiz: have my one-on-ones today with my leaders, and I did some deep dives,
79 00:13:23.420 ⇒ 00:13:27.589 YvetteRuiz: On, my top agents that have a high hold count.
80 00:13:27.680 ⇒ 00:13:43.079 YvetteRuiz: And a lot of them are our new people, right? But there are some people in there, I mean, some agents that have some extremely high, high counts, and hours tied to that. And so, I’ll utilize Pest, and I’m like, I run the report, and I’m just like.
81 00:13:43.080 ⇒ 00:14:00.819 YvetteRuiz: I… and so when I shared it with the leader, I’m just like, this is what we need to look into. And what we found is, the agents are still waiting for someone to answer their question. They’re still waiting… they’re still… not Andy, they’re going to… a leader to answer their question. I’m like.
82 00:14:01.340 ⇒ 00:14:05.320 YvetteRuiz: So why aren’t we utilizing Andy? And I don’t know if it’s a…
83 00:14:05.490 ⇒ 00:14:17.129 YvetteRuiz: they’re not giving me the answers, I still don’t feel confident, so there’s still a lot of gaps, too, that we’ve got to kind of bridge as well. Bridge. Which I’m hoping that the transcripts are also going to give me another layer of insight as well.
84 00:14:19.150 ⇒ 00:14:22.719 Amber Lin: Yeah, because last time we talked.
85 00:14:22.750 ⇒ 00:14:37.130 Amber Lin: I… we went through the main categories of questions asked, and it was mainly the zip codes that people… half of the questions came from zip codes, and we’re almost done with reconciliating that. We knew that some assignments were missing.
86 00:14:37.130 ⇒ 00:14:47.429 Amber Lin: But this week, we’ve already gone through lawn, we’ve gone through home improvement, we’ve gone through residential pest technicians, and we’re looking… we’re testing the commercial pest technicians.
87 00:14:47.430 ⇒ 00:14:52.929 Amber Lin: So I would say if that’s the area of questions they’re asking, that’s…
88 00:14:53.050 ⇒ 00:15:07.969 Amber Lin: I would say mainly on us to fix. I think we’re making big progress in fixing that. But what I’m not sure of, and what we realized last meeting, that I’m glad we talked about, is I don’t think they know
89 00:15:07.970 ⇒ 00:15:22.859 Amber Lin: when they get a triage ticket, that they’re supposed to update it in the central doc. I think… I think they’re like, oh, I see this ticket, you assign it to me, fine, I look at it, I always send it to Amber, and I was like, I… I don’t know what it does.
90 00:15:24.120 ⇒ 00:15:25.640 JanieceGarcia: So, I am gonna…
91 00:15:25.640 ⇒ 00:15:33.409 YvetteRuiz: We talked about that, too, Janiece and I, because we went through a scenario like that with one person and Janiece kind of questioned, okay.
92 00:15:33.670 ⇒ 00:15:41.329 YvetteRuiz: Did you go check the central doc? Is it all… you know what I mean? So that’s, again, another layer that we need to… but go ahead, Janiece, I know you want to speak to that.
93 00:15:41.330 ⇒ 00:15:56.600 JanieceGarcia: No, I was gonna say, I actually went through… I always try to go through the tickets right before this meeting, too, so I can give you a little bit more of an update on where we stand on the triage tickets, and I see that… and Rayanne is definitely going to be the first person that I work with.
94 00:15:56.600 ⇒ 00:16:02.519 JanieceGarcia: And that is because she’s so hands-on with Andy, she’s doing everything. Mechanical is pushing it hard.
95 00:16:02.520 ⇒ 00:16:03.020 Amber Lin: Hmm.
96 00:16:03.020 ⇒ 00:16:21.749 JanieceGarcia: she keeps Yvette and I in the loop, her, as well as her leader, Tara. They’re… they’re on top of it. And I even see in the triage tickets, even though that I have not personally walked her through, I’m assuming Tara already has, because she’s knowing exactly what to do, and she’s even notating it
97 00:16:22.020 ⇒ 00:16:23.469 JanieceGarcia: Added to the central dock.
98 00:16:23.670 ⇒ 00:16:35.350 JanieceGarcia: she’s not making those tickets as done, but if it’s something that needed to be added, she’s putting in there. If it’s something that, hey, Casey, this was in a central doc, and she’s putting her screenshot. So she’s doing…
99 00:16:35.890 ⇒ 00:16:48.150 JanieceGarcia: the actual steps, the necessary steps to take, for her triage tickets, but I… I mean, mechanical is truly, besides mechanical and pest, really, they’re the only ones that we see in
100 00:16:48.470 ⇒ 00:17:06.409 JanieceGarcia: the triage tickets. Everybody else, we don’t… we don’t, and that’s gonna be… okay, because the one that Yvette was talking about, me asking, well, did you look into the central dock? Is it actually in there? Are you doing this? Was the home improvement side. And there was nothing that was going on. They were just seeing it, and then they would leave it.
101 00:17:07.270 ⇒ 00:17:07.890 Amber Lin: Hmm.
102 00:17:08.060 ⇒ 00:17:12.440 JanieceGarcia: So, it’s gonna take, you know, that time, but it also is going to…
103 00:17:12.839 ⇒ 00:17:26.460 JanieceGarcia: be even more crucial for us to really make sure, are we getting what we need on how to line up the central doc, how to format it, how to make, you know, all of that stuff connect.
104 00:17:26.700 ⇒ 00:17:31.499 JanieceGarcia: So it really does come out. And that’s… that’s gonna be my next main question, is…
105 00:17:31.620 ⇒ 00:17:33.190 JanieceGarcia: Are we going to get that?
106 00:17:33.190 ⇒ 00:17:53.110 YvetteRuiz: Yeah, that’s what we need from you guys, like, we need the guidance, you know what I mean? Because once we do all our checks and balances, and again, I want her… Janiece to do that exercise, okay? Andy didn’t give me the answer to that, okay? We do all our part, you know what I mean? Okay, why didn’t it… why… we identified it, we have it in the central doc, we re-looked at everything.
107 00:17:53.110 ⇒ 00:17:54.729 YvetteRuiz: Still, same thing.
108 00:17:54.730 ⇒ 00:18:08.280 YvetteRuiz: what happens after that? We go to you, how do we fix that? How do we know that we’re going… and so that’s what Janiece is talking about. What’s the format, or is it the format, or is it something else? So that’s going to be the layer that we’re going to depend on you guys for, help on.
109 00:18:09.270 ⇒ 00:18:11.120 Amber Lin: Yeah,
110 00:18:11.130 ⇒ 00:18:30.390 Amber Lin: I know this is… this has been always the thing that… that we talk about, is, okay, are the trainers doing that, and what’s next, and how… how are they going to know what to put in? And I think there’s two-fold of how things get put into the central doxa that comes up, is
111 00:18:30.390 ⇒ 00:18:43.089 Amber Lin: One, it needs to be in there, like, something that answers the question needs to be in it, and then two is the formatting that you guys were asking about, of how do we format it correctly, how do we make sure it comes up?
112 00:18:43.390 ⇒ 00:18:55.460 Amber Lin: And I think when we… me and Janiece was testing it, it was a lot of, let’s board it this way and try, and then let’s board it that way and try. And then, so one, there’s a lot of trial and error, and two.
113 00:18:55.730 ⇒ 00:19:07.810 Amber Lin: I do think after the whole reorganization of, let’s put all the pricings in here, let’s take it out of the examples, let’s don’t have an outdated example.
114 00:19:07.810 ⇒ 00:19:20.759 Amber Lin: in the SOPs, I think that helped a lot, and sometimes we use AI as well. We let it break up the sentence to say, hey, please make this more clear, and ask me if you have any questions.
115 00:19:20.780 ⇒ 00:19:29.490 Amber Lin: Because we realize, because we’re so familiar with the content, we would write a blurb that makes sense to us, but might not make sense to someone new.
116 00:19:32.860 ⇒ 00:19:37.099 YvetteRuiz: Oh my gosh, I just lost my train of thought. Oh, gosh.
117 00:19:37.840 ⇒ 00:19:46.390 JanieceGarcia: Well, I was gonna ask, too, on that, Amber, because that’s part of, like, what you guys are scrubbing and finding out.
118 00:19:46.610 ⇒ 00:19:51.280 JanieceGarcia: Is the reorganization and the formatting and the new data, right?
119 00:19:52.130 ⇒ 00:19:53.549 JanieceGarcia: I mean, that’s still happening.
120 00:19:53.550 ⇒ 00:20:07.340 Amber Lin: Yeah, yeah, I actually just met with the team this week. We decided on somewhat of a structure to start with, and we actually wanted to confirm that
121 00:20:07.440 ⇒ 00:20:13.809 Amber Lin: with you guys, and also let AI look through the documents and see what… what they think.
122 00:20:13.940 ⇒ 00:20:17.500 Amber Lin: Let me… Share screen.
123 00:20:18.060 ⇒ 00:20:21.520 Amber Lin: So… We were thinking of…
124 00:20:21.710 ⇒ 00:20:34.189 Amber Lin: So this is kind of what we have in the test document of the SOPs are here, and then the service specifics of what it is, what it covers.
125 00:20:34.260 ⇒ 00:20:46.880 Amber Lin: pricing, timing, personnel, etc. is down here. And then we have a section of, something that’s shared, such as billing, cancellations, etc. And I think
126 00:20:47.090 ⇒ 00:21:03.479 Amber Lin: Other than the pest doc, the other docs, like, we tried really hard to follow this format, but without the trainers or someone to look at each individual dock, it’s really hard to extract the information from there and break it up this way.
127 00:21:03.800 ⇒ 00:21:08.460 Amber Lin: So… Like, we… what we’ll… what we’ll do…
128 00:21:08.690 ⇒ 00:21:11.139 Amber Lin: Now, is we’re gonna run this…
129 00:21:11.530 ⇒ 00:21:17.659 Amber Lin: Run this through AI, and run this through the different docs to confirm the best structure.
130 00:21:17.880 ⇒ 00:21:30.559 Amber Lin: And then we’ll take, I think, the PES doc or the mechanical dock to tag every section that exists now where, as where it should belong.
131 00:21:30.770 ⇒ 00:21:33.739 Amber Lin: And lastly, I think after that.
132 00:21:33.920 ⇒ 00:21:36.980 Amber Lin: We’ll meet with the trainers to confirm, hey, is this…
133 00:21:37.050 ⇒ 00:21:53.950 Amber Lin: Is this the right tagging? Is this the right categories? And once they confirm, we’re gonna have AI rewrite the document to see where things should belong, and then test with Andy to say, hey, does this improve the responses, or is it missing something? So that’s our plan.
134 00:21:55.160 ⇒ 00:21:57.479 YvetteRuiz: Do you know what the timeline is on that, Amber?
135 00:21:57.770 ⇒ 00:22:01.580 Amber Lin: So my goal is to have…
136 00:22:01.750 ⇒ 00:22:20.050 Amber Lin: The tagging and stuff done by at least next Friday, so we would confirm with all the trainers, and if the tagging is correct, then the week after that, we’ll be looking at testing with Andy of if this new document makes sense.
137 00:22:21.540 ⇒ 00:22:25.950 YvetteRuiz: So, question. So, don’t we have enough
138 00:22:26.230 ⇒ 00:22:29.239 YvetteRuiz: data today, and Janiece, I don’t… I mean, I don’t know, like…
139 00:22:29.590 ⇒ 00:22:43.879 YvetteRuiz: Okay, so I hear, like, on some of these meetings, like, we’re getting… we ask Andy, we’re getting all these different answers, right? That’s sometimes a topic, like, I asked it like this, and it gave me the answer, I asked it like that, it didn’t give me the answer, and all that.
140 00:22:44.190 ⇒ 00:22:49.450 YvetteRuiz: Couldn’t you start working on those scenarios right there and start looking up?
141 00:22:49.770 ⇒ 00:22:53.109 YvetteRuiz: Our data… our database to go in there and see, okay.
142 00:22:53.220 ⇒ 00:22:57.910 YvetteRuiz: Is it in there? What format? Can’t we start at least testing at that level?
143 00:22:58.740 ⇒ 00:23:13.280 Amber Lin: I believe that’s what we’re doing for the triage tickets, so for the individual questions of, oh, this piece of information is kind of scattered, and it gives different answers, that’s what we’ll do with the triage questions. With the formatting.
144 00:23:13.280 ⇒ 00:23:24.200 Amber Lin: It’s more of a one big overhaul to see if it needs structural changes, and if it does help Andy to understand the overall document.
145 00:23:24.220 ⇒ 00:23:32.330 Amber Lin: Versus, say, individual wordings, making sure that There’s less, conflicting information.
146 00:23:32.330 ⇒ 00:23:37.500 YvetteRuiz: Yeah, but the triage, and again, I was just… I just… this is just my… for my sanity.
147 00:23:37.960 ⇒ 00:23:41.040 YvetteRuiz: That’s us that should be doing that, right?
148 00:23:41.490 ⇒ 00:23:43.949 YvetteRuiz: When we’re seeing those different…
149 00:23:44.310 ⇒ 00:23:51.090 YvetteRuiz: answers and everything, you know, that it’s giving us. Like, let’s say it gives us one answer here, one gives us…
150 00:23:51.270 ⇒ 00:23:56.399 YvetteRuiz: Should it… are we the ones that are looking at? Shouldn’t it be us looking at that in our database?
151 00:23:57.140 ⇒ 00:23:59.570 Amber Lin: I see. So when you see something like that.
152 00:24:00.010 ⇒ 00:24:12.369 Amber Lin: Please look in the central doc to see, hey, is there something that answers this correctly in the central doc? If so, then please send it to us. Like, take a screenshot of what is in, and then let us know.
153 00:24:12.370 ⇒ 00:24:12.860 YvetteRuiz: Okay.
154 00:24:12.860 ⇒ 00:24:15.169 Amber Lin: We won’t know what the right answer is, like, that’s.
155 00:24:15.170 ⇒ 00:24:19.650 YvetteRuiz: Yeah. And, but, Janiece, so… but are you seeing that happening?
156 00:24:20.350 ⇒ 00:24:28.130 JanieceGarcia: So… I am, and sometimes it is in their multiple spots, which, at that point, we’re able to adjust.
157 00:24:28.440 ⇒ 00:24:37.130 JanieceGarcia: But even, like, Rayne had a couple mechanical on there that I actually made sure, because she tagged
158 00:24:37.130 ⇒ 00:24:48.540 JanieceGarcia: Casey in the message, but she didn’t actually assign it to Casey. So I went in and I assigned those to Casey, but even on those two, it wasn’t multiple spots. It was just…
159 00:24:48.790 ⇒ 00:25:03.679 YvetteRuiz: Just one spot, okay. So what did we find with that? And I guess that’s what I’m trying to get to. So, we have enough data, I feel, like we’ve submitted, I’m just trying to figure out, okay, what’s been the outcome? Has it been fixed? Like, in a scenario like that?
160 00:25:03.780 ⇒ 00:25:04.340 JanieceGarcia: Casey?
161 00:25:04.340 ⇒ 00:25:04.730 YvetteRuiz: You know?
162 00:25:04.730 ⇒ 00:25:05.679 JanieceGarcia: come back and…
163 00:25:05.860 ⇒ 00:25:17.800 JanieceGarcia: whenever Casey has those, he does go in and fix it and figure out, okay, what’s causing that, and then he’ll send us a screenshot of him testing it, and say, okay, now you guys test it. And then at that point, it does come out correct.
164 00:25:17.800 ⇒ 00:25:18.869 YvetteRuiz: Okay, so do we…
165 00:25:18.870 ⇒ 00:25:19.240 JanieceGarcia: No.
166 00:25:19.240 ⇒ 00:25:30.690 YvetteRuiz: how… do we know how much of that percentage has already been corrected? You know what I mean? I guess that’s what I’m just trying to gauge, you know what I mean? Like, where… where… where are the gaps?
167 00:25:32.740 ⇒ 00:25:35.039 JanieceGarcia: I would still say, I mean.
168 00:25:35.240 ⇒ 00:25:40.799 JanieceGarcia: For the most part, I’m still seeing it’s more of new things that are not in there.
169 00:25:41.330 ⇒ 00:25:41.730 YvetteRuiz: noon.
170 00:25:41.730 ⇒ 00:25:46.509 JanieceGarcia: new. Like, even, okay, for example…
171 00:25:47.830 ⇒ 00:25:52.430 JanieceGarcia: Let me get to… just regular inbox. So…
172 00:25:57.310 ⇒ 00:26:01.450 JanieceGarcia: Okay, see, Casey’s already done several of them that I sent to him.
173 00:26:04.420 ⇒ 00:26:12.810 YvetteRuiz: But that was you sending them to them after you went back and checked everything, right? So somewhere, somehow, there was a delay from our people internally.
174 00:26:12.810 ⇒ 00:26:16.670 JanieceGarcia: And I think that is where it’s not… it wasn’t being assigned.
175 00:26:16.890 ⇒ 00:26:18.940 JanieceGarcia: to the correct person. They’re just…
176 00:26:19.200 ⇒ 00:26:22.060 JanieceGarcia: Doing the notes, and not actually assigning it.
177 00:26:22.060 ⇒ 00:26:40.980 YvetteRuiz: So that’s, again, going back in training, this is why this exercise is going to be critical. Like, you’ve got to go in there and you’ve got to sit with them and make sure that they’re closing the loop full circle. Because if not, we’re going to continue having this conversation over and over and go nowhere. So, I just want to make sure that we’re on our end doing our part, so then that way.
178 00:26:40.980 ⇒ 00:26:42.610 YvetteRuiz: We could properly…
179 00:26:42.790 ⇒ 00:26:57.640 YvetteRuiz: give the feedback to Amber and the team, but I just… I just need to make sure that we are closing the loops on our end, so that’s what we… I want to make sure that we’re, we’re just gonna stick with the game plan on that end, and walk right through them. Okay.
180 00:26:57.790 ⇒ 00:26:58.440 JanieceGarcia: Yes, ma’am.
181 00:27:00.330 ⇒ 00:27:16.869 Amber Lin: Okay. And if you need me on those calls, or if you want me to write… we can write up a guide for, hey, this is what you do, this is what you put in a ticket. I think we had one of those guides before. Would that be helpful for the trainers to know what to do?
182 00:27:17.750 ⇒ 00:27:28.489 YvetteRuiz: I mean, I think that… like, I’ve always thought, like, the recordings that you’ve done, Amber, all of them just kind of walking through, I always think that those are helpful.
183 00:27:28.850 ⇒ 00:27:39.830 Amber Lin: Okay, okay, yeah, I can do that, because I didn’t know there was this confusion before, but I’m glad we figured that out, and let’s solve that and see if it helps.
184 00:27:40.780 ⇒ 00:27:41.290 Amber Lin: Okay.
185 00:27:41.290 ⇒ 00:27:41.760 YvetteRuiz: Yeah.
186 00:27:41.760 ⇒ 00:27:44.840 Amber Lin: I’ll send a recording and guide to the trainers.
187 00:27:45.410 ⇒ 00:27:50.269 JanieceGarcia: Okay. And I am, I mean, I’m definitely gonna start sitting with them and working with them.
188 00:27:51.760 ⇒ 00:27:54.540 YvetteRuiz: And I’m not in it intimately like that.
189 00:27:54.540 ⇒ 00:27:55.020 JanieceGarcia: Yeah.
190 00:27:55.020 ⇒ 00:28:11.619 YvetteRuiz: I, you know, and I also had sent something in the chat, and this may be a no because of the direction we’re going with the zip codes, but we had an instance, because Steven came to me again, he’s like, Yvette, we continue to put leads on Daryl, who’s a commercial inspector, not residential.
191 00:28:11.890 ⇒ 00:28:28.180 YvetteRuiz: And, of course, you know, you go and you search Andy, and Andy does give the commercial Daryl, not the residential Daryl. And so, I put in one of the Brainforge chat saying, can we ask the probing question? Is this residential, or is this commercial? I would…
192 00:28:28.200 ⇒ 00:28:37.169 JanieceGarcia: Can we start building some… does it make sense to build something like that, or is this new format that we’re going with the zip code going to fix that problem?
193 00:28:38.760 ⇒ 00:28:45.240 Amber Lin: So you’re saying the problem is that this person switched from residential to commercial and didn’t come up?
194 00:28:45.240 ⇒ 00:28:46.720 YvetteRuiz: No, we have two Daryls.
195 00:28:47.080 ⇒ 00:28:59.610 YvetteRuiz: We have a… in San Antonio, we have two Darrells in San Antonio. We have a Daryl Gentry, and we have a Daryl Shopper. Daryl Gentry is a commercial inspector, so he gives the estimates for commercial work.
196 00:28:59.700 ⇒ 00:29:07.190 YvetteRuiz: Daryl Shopper is a residential inspector, so he gives all the residential estimates. Two different roles.
197 00:29:07.340 ⇒ 00:29:08.260 YvetteRuiz: Okay, so…
198 00:29:08.260 ⇒ 00:29:09.890 Amber Lin: When’s the question asked?
199 00:29:09.890 ⇒ 00:29:18.409 YvetteRuiz: So, who does… just randomly, who does… who does termite service? Who does a termite estimate in the 7… 78209?
200 00:29:19.470 ⇒ 00:29:21.390 YvetteRuiz: And they put Dara Gentry.
201 00:29:23.130 ⇒ 00:29:26.129 Amber Lin: Who’s the commercial? It didn’t even acknowledge.
202 00:29:26.570 ⇒ 00:29:35.879 YvetteRuiz: shopper. It gave Daryl Gentry. And so, part of my question was, do we need to put the probing questions that go
203 00:29:36.030 ⇒ 00:29:40.659 YvetteRuiz: through Andy, asking… Is this commercial? Is this residential?
204 00:29:42.100 ⇒ 00:29:43.930 YvetteRuiz: We can provide the right guy.
205 00:29:44.280 ⇒ 00:29:45.329 JanieceGarcia: And with that.
206 00:29:45.330 ⇒ 00:29:49.419 YvetteRuiz: And I did put a thumbs down, I sent the ticket and everything, Denise, I don’t know if you saw it.
207 00:29:49.420 ⇒ 00:29:52.260 JanieceGarcia: I did, and I’ve already, that’s something that…
208 00:29:52.480 ⇒ 00:29:58.279 JanieceGarcia: It’s already been worked on, and we’ve been working on this one, because this is not a new thing.
209 00:29:58.280 ⇒ 00:30:14.860 JanieceGarcia: Amber, with the Daryl Gentry, it’s something that I’m constantly sending, and it’s Yvette, it’s myself, it’s Steven, it’s regular agents, because we keep finding that they’re still putting Daryl Gentry, and Casey has even stated.
210 00:30:14.860 ⇒ 00:30:22.879 JanieceGarcia: Well, in our database, he was residential, but we have stated before, multiple times, Daryl Gentry is commercial.
211 00:30:23.140 ⇒ 00:30:25.220 JanieceGarcia: He’s a commercial inspector.
212 00:30:25.590 ⇒ 00:30:31.559 JanieceGarcia: And I thought we’ve had that updated, but it still is coming up, and that’s… You know, that’s…
213 00:30:31.950 ⇒ 00:30:36.919 JanieceGarcia: Causing these problems, because we’re sending out a… or we’re trying to send out a commercial inspector
214 00:30:37.060 ⇒ 00:30:47.849 JanieceGarcia: when he can’t bid for residential, you know, he can under certain circumstances, and that’s gonna be drywood termites, and that’s gonna be bedbugs. But that, again, is going to be
215 00:30:48.010 ⇒ 00:30:49.180 JanieceGarcia: Very small.
216 00:30:50.100 ⇒ 00:30:55.679 JanieceGarcia: Compared to every day asking, who does termite or who does residential?
217 00:30:55.680 ⇒ 00:31:07.639 YvetteRuiz: You hit another, you hit another key point. This is why I’m asking, and please, if I’m not being clear, feel free to correct me, or ask more questions, right? But you said, Denise.
218 00:31:07.660 ⇒ 00:31:23.619 YvetteRuiz: because I saw this also on the testing that I did, he does drywood termite, okay? That could be residential, that could be commercial, okay? That could be confusing, right? So, one of the questions was, was who does termites estimates in the 78209?
219 00:31:23.620 ⇒ 00:31:28.110 YvetteRuiz: well, they brought up drywood termites, okay? But that’s why I’m asking.
220 00:31:28.370 ⇒ 00:31:37.149 YvetteRuiz: does… do we need to implement probing questions when we ask Andy, you know what I mean? So, maybe if we say, who does…
221 00:31:37.360 ⇒ 00:31:46.269 YvetteRuiz: And who does the estimates in the 78209 for termites? Maybe the probing question that Andy has to come back and say, what type of termite?
222 00:31:46.270 ⇒ 00:31:59.289 YvetteRuiz: what type of prop… what type of property is this? Is this residential? Is this commercial? And then it really starts diving deep, so then that way it provides… I don’t know if we gotta go that granular, or is this…
223 00:31:59.390 ⇒ 00:32:04.029 YvetteRuiz: this new tool that we’re putting together, is this gonna solve it? Does that make sense?
224 00:32:04.030 ⇒ 00:32:11.719 Amber Lin: Yeah, it makes sense to me. I do think probing questions is a must. I know we only did it, back then for attributes, but then.
225 00:32:11.720 ⇒ 00:32:12.150 YvetteRuiz: We can…
226 00:32:12.150 ⇒ 00:32:31.230 Amber Lin: totally expanded for zip code questions as well. However, I do want to point out, like, whatever that will come up, the granularity that we’re able to answer with will be the granularity of the service names of the zip codes that we receive from the spreadsheets.
227 00:32:31.230 ⇒ 00:32:38.490 Amber Lin: So, as long as, say, for termite, it’s tagged as… the name is, say, drywood termite versus
228 00:32:38.490 ⇒ 00:32:51.799 Amber Lin: say regular termite. If it’s tagged or named that way, we will be able to ask about that difference. But if we didn’t name it separately, then we wouldn’t be able to answer it in that way, so…
229 00:32:51.930 ⇒ 00:32:58.820 Amber Lin: We will be answered in the way that whatever this spreadsheet has specified.
230 00:32:59.060 ⇒ 00:33:11.239 YvetteRuiz: Gotcha, gotcha. So, I don’t know what that… and I’m sorry, but how does it, Janiece, show up today? Because, I mean, it even got me thinking more, I just… maybe I just… I’m gonna tell him, I’m gonna take…
231 00:33:11.240 ⇒ 00:33:22.449 YvetteRuiz: I’m gonna take pause on my position as a director and go work as the… the anti-tester here first, yeah, the anti-tester here, because that gets me thinking, like,
232 00:33:22.500 ⇒ 00:33:42.059 YvetteRuiz: Okay, maybe we gotta go in there and put subterranean termites, drywood termites, for most in termites. I mean, I don’t know if we gotta get that granular, but, I mean, because most of the time, Formosan termites, subterranean termites have to be, you know what I mean? I just… I don’t know if those are the causes, and I… and amber, you heard Patricia.
233 00:33:42.060 ⇒ 00:33:55.310 YvetteRuiz: And the top thing that agents are asking are the zip code stuff, and she just… she pretty much said, you know, should I tell my agents to stop using it until we get the zip code things fixed, which we have asked before, so I’m just…
234 00:33:55.580 ⇒ 00:33:58.590 YvetteRuiz: I don’t know, I’m kind of at a loss right now with that.
235 00:33:59.350 ⇒ 00:34:07.910 JanieceGarcia: And I will say, with the database, and that’s what… that’s why I don’t understand how this is, because if you ask…
236 00:34:09.020 ⇒ 00:34:19.709 JanieceGarcia: if it’s set up for Daryl as a commercial, because I just asked the same exact question and still gave me Daryl Gentry, so it’s not being corrected, it’s not being fixed on this end.
237 00:34:19.900 ⇒ 00:34:21.520 YvetteRuiz: Why didn’t you ask it, Janiece?
238 00:34:21.520 ⇒ 00:34:23.169 JanieceGarcia: Your exact same question.
239 00:34:23.179 ⇒ 00:34:26.880 YvetteRuiz: It does termite, and the 78209.
240 00:34:26.880 ⇒ 00:34:34.749 JanieceGarcia: And it’s still bringing up Daryl Gentry, but why… before, it was bringing up, you have… because you have a group.
241 00:34:35.219 ⇒ 00:34:39.990 JanieceGarcia: And we’ve talked about the groups of the inspectors that are covering
242 00:34:40.260 ⇒ 00:34:54.549 JanieceGarcia: the zip codes, because it’s not just one inspector that covers all the zip codes anyway, it doesn’t matter where you’re at. It’s multiple inspectors that we can look at. So it’s not even giving the list anymore as, like, what it was supposed to.
243 00:34:58.170 ⇒ 00:34:59.260 YvetteRuiz: Wow, okay.
244 00:34:59.260 ⇒ 00:35:03.070 Amber Lin: Let me go check… let me go check in the database, then.
245 00:35:03.380 ⇒ 00:35:03.990 Amber Lin: Mmm…
246 00:35:03.990 ⇒ 00:35:07.079 JanieceGarcia: I mean, and you can even see, look, I’ll share my screen really quick.
247 00:35:07.080 ⇒ 00:35:08.280 YvetteRuiz: But.
248 00:35:08.960 ⇒ 00:35:13.770 JanieceGarcia: So, here I shared… I asked the same question.
249 00:35:14.410 ⇒ 00:35:15.170 JanieceGarcia: Okay?
250 00:35:15.280 ⇒ 00:35:21.260 JanieceGarcia: But then… I want to… This is the triage ticket.
251 00:35:21.880 ⇒ 00:35:33.440 JanieceGarcia: that we’re… I’ve been working with Casey on, and even this one, since it says drywood term money on gerald Gentry only, and is under the SA res sheet, should redis…
252 00:35:34.610 ⇒ 00:35:36.190 JanieceGarcia: Disregard this sheet.
253 00:35:36.400 ⇒ 00:35:43.589 JanieceGarcia: But even here… You have PC Termite, and you have these guys.
254 00:35:43.590 ⇒ 00:35:44.620 YvetteRuiz: Yeah.
255 00:35:47.550 ⇒ 00:35:50.200 JanieceGarcia: And you have Bed Bug for Daryl.
256 00:35:50.860 ⇒ 00:35:53.140 JanieceGarcia: Or for dry wood termite.
257 00:35:56.030 ⇒ 00:35:57.809 JanieceGarcia: So, I don’t know…
258 00:36:00.030 ⇒ 00:36:03.460 Amber Lin: Didn’t it say drywood term? I don’t…
259 00:36:04.040 ⇒ 00:36:04.860 JanieceGarcia: It doesn’t exist.
260 00:36:04.860 ⇒ 00:36:05.980 Amber Lin: treatment only.
261 00:36:06.220 ⇒ 00:36:08.110 JanieceGarcia: It says, dry wood termite.
262 00:36:11.140 ⇒ 00:36:14.600 Amber Lin: What was the question asking? Was it just regular termite?
263 00:36:14.840 ⇒ 00:36:18.579 JanieceGarcia: It’s asking… The inspector… who?
264 00:36:18.850 ⇒ 00:36:22.820 JanieceGarcia: Who does termite estimate in 78209?
265 00:36:26.750 ⇒ 00:36:28.950 JanieceGarcia: And you have termite here.
266 00:36:29.060 ⇒ 00:36:34.529 JanieceGarcia: under PC, Why is it not bringing up all of these guys?
267 00:36:40.400 ⇒ 00:36:50.409 Amber Lin: Let me see… I’ll have to go in a database and check for you, like, right now, I can’t see what’s in the database, so I can’t give you a direct answer, but that could be…
268 00:36:50.620 ⇒ 00:36:56.740 Amber Lin: one, it could be that we didn’t enter it, which I don’t think. Yeah, there we go. So let’s go…
269 00:36:57.090 ⇒ 00:36:58.819 Amber Lin: Look at our gentry.
270 00:36:59.500 ⇒ 00:37:00.380 JanieceGarcia: Drywood.
271 00:37:01.710 ⇒ 00:37:03.500 Amber Lin: So he’s only under drywood.
272 00:37:04.320 ⇒ 00:37:05.789 JanieceGarcia: So why is it…
273 00:37:05.790 ⇒ 00:37:09.559 Amber Lin: What about that zip code, specifically?
274 00:37:12.300 ⇒ 00:37:14.340 Amber Lin: That’s not Daryl Gentry.
275 00:37:15.610 ⇒ 00:37:16.380 Amber Lin: Okay.
276 00:37:16.380 ⇒ 00:37:18.550 JanieceGarcia: And see, he even has commercial.
277 00:37:23.710 ⇒ 00:37:29.120 Amber Lin: Okay. If you remove his name, what happens? So if you do that, and then service…
278 00:37:29.390 ⇒ 00:37:33.159 Amber Lin: Or underservice type, say, termite, what would that happen?
279 00:37:41.880 ⇒ 00:37:43.730 Amber Lin: Hmm, okay, I’m gonna take a.
280 00:37:43.730 ⇒ 00:37:46.100 JanieceGarcia: What about… Oh, go ahead.
281 00:37:46.700 ⇒ 00:37:47.320 Amber Lin: Yeah.
282 00:37:48.730 ⇒ 00:37:51.790 Amber Lin: Tell me when you’re done, because I want to switch the role to inspector.
283 00:37:51.820 ⇒ 00:37:52.700 JanieceGarcia: Let’s see…
284 00:37:57.490 ⇒ 00:37:59.060 JanieceGarcia: Let’s see if we erase this…
285 00:38:07.630 ⇒ 00:38:10.620 JanieceGarcia: So you don’t even have the other guys listed at all.
286 00:38:13.390 ⇒ 00:38:15.790 JanieceGarcia: For termite. You only have them for pests.
287 00:38:18.120 ⇒ 00:38:19.050 JanieceGarcia: Lawn…
288 00:38:19.050 ⇒ 00:38:20.140 Amber Lin: Let’s see…
289 00:38:20.380 ⇒ 00:38:23.830 JanieceGarcia: So they’re not even in here for everything that they should be in here for.
290 00:38:24.950 ⇒ 00:38:27.500 YvetteRuiz: Why they’re not giving them the options.
291 00:38:28.160 ⇒ 00:38:30.359 YvetteRuiz: But how many more are like that?
292 00:38:33.370 ⇒ 00:38:34.500 JanieceGarcia: Worries me.
293 00:38:42.820 ⇒ 00:38:46.719 YvetteRuiz: Yes, I’m sorry, I’m trying to wrap up my meeting.
294 00:38:47.260 ⇒ 00:38:48.539 JanieceGarcia: Not, I mean, they’re…
295 00:38:48.540 ⇒ 00:38:52.969 YvetteRuiz: Yeah, yeah, I’ll… In a minute. Okay, yes. Okay, thank you.
296 00:38:53.350 ⇒ 00:38:54.730 JanieceGarcia: They’re not in here with everything.
297 00:38:55.500 ⇒ 00:38:59.259 YvetteRuiz: Janiece, I’m gonna have to jump out, because I gotta jump in this meeting.
298 00:38:59.620 ⇒ 00:39:00.240 JanieceGarcia: That’s fine.
299 00:39:00.240 ⇒ 00:39:08.009 YvetteRuiz: But I do feel like we need to… we really need to work to resolve all this, because I think that’s kind of what’s discouraging right now.
300 00:39:08.300 ⇒ 00:39:08.960 JanieceGarcia: Nope.
301 00:39:09.120 ⇒ 00:39:17.520 YvetteRuiz: I mean, we’re… obviously, we have our work to do on our end, but because, I mean, and you guys saw it, the data shows that’s the most searched
302 00:39:17.830 ⇒ 00:39:26.680 YvetteRuiz: the most asked question is the zip codes and the estimates and who covers what area, and if it’s not providing that, they’re not gonna… you know what I mean? They’re gonna stray away from it.
303 00:39:29.020 ⇒ 00:39:30.790 YvetteRuiz: Can you print that stuff for me, Janiece?
304 00:39:30.880 ⇒ 00:39:31.590 JanieceGarcia: Go.
305 00:39:33.800 ⇒ 00:39:39.040 YvetteRuiz: I gotta jump off, guys, but thank you. Amber, are we gonna be meeting on Monday?
306 00:39:39.930 ⇒ 00:39:42.330 Amber Lin: I will. I was off on Monday.
307 00:39:43.170 ⇒ 00:39:46.419 YvetteRuiz: Gotcha. Okay, alright, well then we’ll talk on Monday then.
308 00:39:46.420 ⇒ 00:39:47.330 Amber Lin: Sounds good.
309 00:39:48.200 ⇒ 00:39:49.609 YvetteRuiz: Okay, bye-bye!
310 00:39:49.610 ⇒ 00:39:50.280 Amber Lin: Right?
311 00:39:54.060 ⇒ 00:39:56.199 Amber Lin: Denise, anything else that you can find?
312 00:39:57.630 ⇒ 00:40:00.459 JanieceGarcia: No, ma’am, not right now.
313 00:40:02.040 ⇒ 00:40:14.049 Amber Lin: Gotcha, I think let’s… I’m gonna grab a meeting time with Casey to go over that to see, because he said he was able to add the long stuff, so I don’t know why it’s not showing up in his Go database.
314 00:40:14.050 ⇒ 00:40:14.660 JanieceGarcia: Yes.
315 00:40:14.810 ⇒ 00:40:20.849 Amber Lin: If you can find extra questions that’s related to that, please send it to me, and I’ll go and kind of confirm with him.
316 00:40:20.850 ⇒ 00:40:27.410 JanieceGarcia: And I’m kind of… I mean, I’m kind of worried, because I don’t want to say not to go based off of this sheet, but…
317 00:40:27.830 ⇒ 00:40:30.620 JanieceGarcia: I mean, that is our, our base sheet.
318 00:40:30.960 ⇒ 00:40:45.939 JanieceGarcia: And he has Daryl in there for the bed bug and the drywood termites, but he’s dissing everyone else that’s listed for all the pest control, mosquito, regular termite, you know, lawn care, lawn mowing, holiday lights, all of that.
319 00:40:46.040 ⇒ 00:40:47.140 Amber Lin: I see, okay.
320 00:40:47.140 ⇒ 00:40:54.849 JanieceGarcia: I don’t… I can’t have them missed, because those are our main guys for the San Antonio area for residential, you know what I mean?
321 00:40:54.850 ⇒ 00:41:03.750 Amber Lin: Gotcha. Okay. Please send me if there’s extra tickets like that. I’m gonna grab a time with Casey to go over the assignments.
322 00:41:04.110 ⇒ 00:41:04.760 JanieceGarcia: Okay.
323 00:41:04.890 ⇒ 00:41:06.620 JanieceGarcia: Thank you so much, thank you.
324 00:41:06.620 ⇒ 00:41:08.179 Amber Lin: Yeah, thank you for…
325 00:41:08.880 ⇒ 00:41:10.590 JanieceGarcia: Alright, bye, bye for now.
326 00:41:10.780 ⇒ 00:41:11.530 Pranav Narahari: Thanks, guys.