Meeting Title: Brainforge x Andy Feedback Session Date: 2025-08-13 Meeting participants: read.ai meeting notes, JanieceGarcia, Samantha Hirtle, Amber Lin, Jericha Ramos, DP
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1 00:00:13.690 ⇒ 00:00:18.379 JanieceGarcia: I’m… I’m… I know, I’m like, I don’t…
2 00:00:24.040 ⇒ 00:00:29.940 JanieceGarcia: But it’d be good, like, if vendors come in, could she hand out your card for a vendor? Like, if they’re wanting…
3 00:00:34.680 ⇒ 00:00:36.240 JanieceGarcia: And then we have to find you.
4 00:00:36.350 ⇒ 00:00:37.220 JanieceGarcia: Yeah.
5 00:00:40.190 ⇒ 00:00:44.500 JanieceGarcia: Yeah, I mean, and that’s… Yeah?
6 00:00:47.220 ⇒ 00:00:53.200 JanieceGarcia: I mean, I don’t think we need one as big as, like, 8 or 9, but you know how they have, like, the tall ones where you could do, like, 4?
7 00:00:53.930 ⇒ 00:00:55.150 JanieceGarcia: And just do that.
8 00:01:03.310 ⇒ 00:01:04.590 JanieceGarcia: Hi, Sam.
9 00:01:04.590 ⇒ 00:01:09.330 Samantha Hirtle: No, okay, that, like, confused me. I was like, Zoom? I was like, what are these extra buttons?
10 00:01:09.480 ⇒ 00:01:10.540 Samantha Hirtle: I was like, oh goodness
11 00:01:10.650 ⇒ 00:01:14.370 Samantha Hirtle: Let me… I’m gonna see if I can help her, because she’s gonna be in with us.
12 00:01:14.370 ⇒ 00:01:14.960 JanieceGarcia: Okay.
13 00:02:23.610 ⇒ 00:02:25.610 JanieceGarcia: I forgot to add Tiffany, Amber.
14 00:02:25.870 ⇒ 00:02:29.229 Amber Lin: Oh, Let’s go and add her.
15 00:02:29.830 ⇒ 00:02:34.300 Amber Lin: But I… I… Do you think…
16 00:02:35.710 ⇒ 00:02:39.189 Amber Lin: Did Tiffany join one of our sessions before, or…?
17 00:02:40.400 ⇒ 00:02:41.450 Amber Lin: Oh, I see.
18 00:02:41.880 ⇒ 00:02:47.550 Amber Lin: Okay. So we’ll see if she can join. If that… if she can join, it’d be great, but if not, like, she already knows what’s going on.
19 00:02:47.550 ⇒ 00:02:48.759 JanieceGarcia: I was already on one, yeah.
20 00:02:49.000 ⇒ 00:02:49.820 Amber Lin: Careful.
21 00:02:50.620 ⇒ 00:02:55.190 JanieceGarcia: Dana, we can’t see you, and then Ms. Jericho, we can’t see you either.
22 00:02:57.310 ⇒ 00:02:58.690 Samantha Hirtle: It should… oh.
23 00:02:58.690 ⇒ 00:02:59.920 JanieceGarcia: There we go.
24 00:03:00.330 ⇒ 00:03:00.760 Amber Lin: Yep.
25 00:03:00.760 ⇒ 00:03:02.250 JanieceGarcia: Hi, guys!
26 00:03:03.130 ⇒ 00:03:04.190 Samantha Hirtle: Hello! G’day.
27 00:03:04.190 ⇒ 00:03:05.790 JanieceGarcia: How’s everybody doing today?
28 00:03:07.120 ⇒ 00:03:08.260 Samantha Hirtle: Hump day.
29 00:03:08.260 ⇒ 00:03:12.410 JanieceGarcia: Pretty good. Good. Ms. Dana?
30 00:03:12.530 ⇒ 00:03:13.630 DP: Hello?
31 00:03:14.130 ⇒ 00:03:15.450 JanieceGarcia: How are you doing today?
32 00:03:16.320 ⇒ 00:03:19.100 DP: I’m alive, yay, and it’s Wednesday!
33 00:03:19.310 ⇒ 00:03:23.559 JanieceGarcia: Yes, awesome, awesome. So, …
34 00:03:24.130 ⇒ 00:03:43.160 JanieceGarcia: Amber is with Brainforge, and I know you ladies have probably heard a lot about Andy, and what Andy can do. Dana, you actually, I believe, get to use Andy already, is that correct?
35 00:03:44.780 ⇒ 00:03:46.879 DP: You cut out there briefly.
36 00:03:46.880 ⇒ 00:03:47.200 JanieceGarcia: -Oh.
37 00:03:47.200 ⇒ 00:03:49.640 DP: She said she’s with Brainforge and….
38 00:03:50.060 ⇒ 00:03:57.530 JanieceGarcia: She’s… her team is helping build Andy, helping us in building Andy. But you get to use Andy, don’t you?
39 00:03:57.720 ⇒ 00:03:59.430 JanieceGarcia: You have access to Andy?
40 00:04:00.490 ⇒ 00:04:02.680 DP: Yeah, I don’t prefer using it, though.
41 00:04:04.440 ⇒ 00:04:06.189 JanieceGarcia: You don’t prefer to use it?
42 00:04:06.890 ⇒ 00:04:07.400 DP: No.
43 00:04:07.590 ⇒ 00:04:08.290 JanieceGarcia: Why not?
44 00:04:09.400 ⇒ 00:04:13.200 DP: Because in my opinion, whenever… the few times I have used it.
45 00:04:13.430 ⇒ 00:04:18.480 DP: it is missing critical information, like, for one time, one time, you know, I asked it, hey.
46 00:04:18.610 ⇒ 00:04:22.230 DP: Is this type of housing considered commercial or residential?
47 00:04:22.410 ⇒ 00:04:37.900 DP: And it just gives me some generic answer. You know, like, something… I forget what it said exactly, I’d have to go back and find out. But it, you know, it didn’t give me a clear answer. Is this type of housing commercial? You know, do I need to send this over to the commercial department, or does it stay with us?
48 00:04:38.070 ⇒ 00:04:41.820 DP: Another time that I remember, I asked it.
49 00:04:42.140 ⇒ 00:04:48.939 DP: you know, do we do wasps? And it says, yeah, it’s part of pest control, but it doesn’t clarify, hey.
50 00:04:49.280 ⇒ 00:04:55.840 DP: we do, you know, we can take care of WASP, but these are a separate charge, you know, because I think somebody got back to me and told me.
51 00:04:55.980 ⇒ 00:04:57.090 DP: …
52 00:04:57.840 ⇒ 00:05:15.419 DP: like, a one-time… it has to be, like, a separate one time for WAS… WAS treatments, and it’s, like, you know, I think $195, or it wound up being. So I had to call a customer back, explain to her, get her a quote over at in-house, so it was a little bit of a frustrating process, so I don’t like Andy. It’s better to speak to people where they actually get the context.
53 00:05:17.610 ⇒ 00:05:25.240 JanieceGarcia: Okay, so with the… With the questions, you’ve only used it twice, then?
54 00:05:25.830 ⇒ 00:05:28.199 DP: No, I used it a couple of times.
55 00:05:28.300 ⇒ 00:05:29.520 DP: …
56 00:05:29.650 ⇒ 00:05:44.889 DP: I think the very first time Melissa told me about it, I, you know, I tried doing a few test questions, just because, you know, she was encouraging me to use it, of course. And that particular day, you know, I asked, I think, a long question, then she clarified, okay, it’s only for pest control, at least.
57 00:05:44.890 ⇒ 00:05:45.250 JanieceGarcia: Right.
58 00:05:45.250 ⇒ 00:05:46.270 DP: current time.
59 00:05:47.090 ⇒ 00:05:53.509 DP: And so I tried asking a pest control question, and it just gives me some communication errors, wouldn’t let me submit feedback, stuff like that.
60 00:05:53.960 ⇒ 00:05:56.950 DP: … I forget what else….
61 00:05:56.950 ⇒ 00:05:57.900 JanieceGarcia: very beginning.
62 00:05:58.870 ⇒ 00:06:01.160 DP: When we were still building and testing?
63 00:06:02.420 ⇒ 00:06:05.920 DP: I don’t know. It’s been a while.
64 00:06:06.780 ⇒ 00:06:16.310 DP: Because I think Mel told me at some point about it, and I didn’t use it for a while, and then she encouraged me to use it again, and I think that was at that point that I asked it, but I don’t know for certain.
65 00:06:16.650 ⇒ 00:06:17.300 JanieceGarcia: Okay.
66 00:06:24.880 ⇒ 00:06:25.860 JanieceGarcia: Okay.
67 00:06:26.680 ⇒ 00:06:29.580 JanieceGarcia: I’m taking notes down, Amber, for us.
68 00:06:33.320 ⇒ 00:06:39.689 Amber Lin: Sounds good. Denise, I’ll let you lead the first part. I just need to finish up a few documents. I’ll be back in a sec.
69 00:06:39.990 ⇒ 00:06:44.560 JanieceGarcia: No, that’s completely fine, as long as you and I Have time.
70 00:06:44.890 ⇒ 00:06:45.600 Amber Lin: Of course.
71 00:06:46.390 ⇒ 00:06:52.859 JanieceGarcia: Alright, ladies, so we brought you guys in for this working session. Dana, you…
72 00:06:53.040 ⇒ 00:07:13.249 JanieceGarcia: our pest overflow. Pest right now is going to be the only department at the moment that has access to ANDI. There is a testing phase for the mechanical side, but there… with that testing phase, there’s only a couple agents that are actually in that from the mechanical and dispatch, departments.
73 00:07:13.250 ⇒ 00:07:15.829 JanieceGarcia: And, of course, their managers, Tara and Cass.
74 00:07:15.830 ⇒ 00:07:16.580 JanieceGarcia: Right?
75 00:07:16.580 ⇒ 00:07:21.900 JanieceGarcia: So, for the most part, everything right now is just pests.
76 00:07:22.040 ⇒ 00:07:27.590 JanieceGarcia: However, We are growing, we are building, now, lawn.
77 00:07:27.740 ⇒ 00:07:29.240 Samantha Hirtle: And home improvement.
78 00:07:29.240 ⇒ 00:07:46.490 JanieceGarcia: And so, Sam, that’s why we brought you guys in, is because, one, Jerika is being able to monitor you, and with you being Lawn, and we’re fixing to get this rolling, this ball rolling, we want to really show that Andy
79 00:07:46.490 ⇒ 00:07:54.909 JanieceGarcia: is gonna be your go-to, so you’re not pulling up all those million documents and stuff that you guys have, right? So…
80 00:07:55.080 ⇒ 00:08:08.959 JanieceGarcia: what I’m gonna do is I’m going to show you my screen, I’m gonna share my screen, I’m gonna show you Andy, and then I’m gonna show you all the different ways that you can communicate with Andy, because Andy is the…
81 00:08:09.180 ⇒ 00:08:32.539 JanieceGarcia: it… Andy’s gonna be the one that we go to, and that we’re gonna be like, yes, this is where you’re gonna ask the questions, this is where you’re going to make sure that you’re, feeding feedback, so if you’re not seeing something, you’re giving that feedback, your, oh, by the ways are in there, save tactics are in there, I mean, everything is definitely going to be right there at your fingertips.
82 00:08:32.880 ⇒ 00:08:35.740 JanieceGarcia: We’ve come a long way.
83 00:08:36.049 ⇒ 00:08:54.849 JanieceGarcia: I’ve been able to work with Amber and Brainforge for many months now, pretty much this entire year, and getting it to where it is. Now, is Andy perfect? Absolutely not, you guys. But Andy cannot learn and cannot grow without us feeding
84 00:08:54.910 ⇒ 00:09:10.299 JanieceGarcia: the information to them, right? So, it’s like Bobby always says, we’re not growing, or we’re dying if we’re not growing. It’s the same thing for Andy, okay? So, all of those documents, we are working really, really hard to get everything in there. Now.
85 00:09:10.830 ⇒ 00:09:18.610 JanieceGarcia: With that being said, though, can we have every single situation or question in Andy?
86 00:09:18.780 ⇒ 00:09:34.990 JanieceGarcia: No. There’s no way. You guys know, being CSRs, being in the lines of businesses that we’re in, knowing all the different services that’s provided, all the different types of questions that come in, there is not a way to be able to get every single little thing in there.
87 00:09:35.130 ⇒ 00:09:45.139 JanieceGarcia: But can we get the gist of it? Can we get most of it? Absolutely. Can we keep building and keep growing? Yes, for sure. But that’s not going to happen if you guys don’t use it.
88 00:09:46.820 ⇒ 00:10:04.030 JanieceGarcia: So, with that, and Dana, because you are overflow for pests, and you do know pests, that’s why we also brought you in here, is we wanted to get your feedback, but it sounds like you used it a couple times, but then you quit because you just prefer not to. And we…
89 00:10:04.400 ⇒ 00:10:11.799 JanieceGarcia: this is where we’re going. Like, all of the sheets that you guys do use, those are fixing to be gone.
90 00:10:12.010 ⇒ 00:10:19.249 JanieceGarcia: Like, all of those sheets, we have in a central document, and Andy is going to be your source of knowledge.
91 00:10:19.440 ⇒ 00:10:29.540 JanieceGarcia: It will. We are still, like I said, we’re still building him. So, going back to what you said, Dana, our wasp covered.
92 00:10:31.280 ⇒ 00:10:34.180 JanieceGarcia: under pest control.
93 00:10:35.740 ⇒ 00:10:41.670 JanieceGarcia: You type in your question as you’re speaking to the customer, and guys, this literally takes seconds.
94 00:10:41.960 ⇒ 00:10:46.620 JanieceGarcia: Brain Forge, Amber and her team has really gone
95 00:10:47.900 ⇒ 00:10:55.360 JanieceGarcia: working day in, day out to get our time of answers from Andy to be very short, because your average handle time
96 00:10:56.240 ⇒ 00:10:59.210 JanieceGarcia: is affected by that, right? So…
97 00:10:59.390 ⇒ 00:11:16.789 JanieceGarcia: When you think about going in and saying, okay, well, I’m gonna go to this document, and I’m gonna go here, and I’m gonna search here, and I’m gonna look at here, and you have all this dead air, this dead space, you have hold time, this is where Andy comes into play, where you can pull it up, it’s in your chat, you’re typing in a question, and it feeds you the information while you’re speaking to the customer.
98 00:11:17.130 ⇒ 00:11:22.689 JanieceGarcia: Right? So it helps you guys out, and it gives a better experience for the customer as well.
99 00:11:22.930 ⇒ 00:11:37.979 JanieceGarcia: So with that, yes, wasps are covered under the General Pest Control Service, but only for nests located on the first story eve, for second-story wasp, a rodent technician, equipped with a 28-foot ladder, and there’s a one-time charge of $85 for this service.
100 00:11:39.210 ⇒ 00:11:46.099 JanieceGarcia: So I’m not sure where you got your information from as well, Dana, but this is the correct information.
101 00:11:46.700 ⇒ 00:11:54.899 JanieceGarcia: It definitely is. We’ve worked on that information, we’ve gone through… because WASP questions come up all the time.
102 00:11:55.270 ⇒ 00:12:09.400 JanieceGarcia: And it wasn’t perfect at first, it was just saying, yeah, they’re covered. Well, second story E’s are not covered, out in the yard is not covered, you know, there’s different things that come into play. So, we have made sure to put all of that information in here.
103 00:12:09.460 ⇒ 00:12:17.239 JanieceGarcia: Now, if the feedback, whenever you have the answer from Andy, you have a thumbs up, a thumbs down, and you have a bullseye.
104 00:12:17.810 ⇒ 00:12:20.389 JanieceGarcia: So, the thumbs up is gonna say, yes.
105 00:12:21.040 ⇒ 00:12:25.579 JanieceGarcia: Great, you gave me the information that I need, and I was able to feed that to the customer.
106 00:12:25.760 ⇒ 00:12:40.500 JanieceGarcia: Now, if you say, our wasp, cover, or actually… what… What if a customer
107 00:12:42.200 ⇒ 00:12:46.429 JanieceGarcia: Is calling in for an apartment.
108 00:12:48.070 ⇒ 00:12:49.060 JanieceGarcia: Complex.
109 00:12:51.250 ⇒ 00:12:54.640 JanieceGarcia: Would this be… Residential.
110 00:12:57.140 ⇒ 00:12:58.219 Samantha Hirtle: That’s a good question.
111 00:12:58.820 ⇒ 00:13:10.590 JanieceGarcia: And that’s something that comes up all the time, right? So we know multifamily homes, it’s not going to be something that is covered under residential. It’s going to tell you it’s considered commercial property.
112 00:13:10.710 ⇒ 00:13:16.149 JanieceGarcia: residential, but where we don’t have Andy completely…
113 00:13:16.730 ⇒ 00:13:23.849 JanieceGarcia: Smart enough for this is knowing that anything that is 3 or more, so triplexes.
114 00:13:24.230 ⇒ 00:13:43.420 JanieceGarcia: you have your quads, you have condos, you have, you know, apartment complexes. Those things, there’s a couple more questions that we need to ask. So we are working and cleaning this up. So we can say thumbs down, and we can say, customer is having
115 00:13:43.620 ⇒ 00:13:47.180 JanieceGarcia: To pay for their move out.
116 00:13:49.660 ⇒ 00:13:52.680 JanieceGarcia: This is in the release.
117 00:13:53.690 ⇒ 00:14:05.550 JanieceGarcia: And then we submit that information, it goes back to a system, a ticketing system, where we are able to now pull that up, and now we can go in and say, oh, you know what?
118 00:14:06.080 ⇒ 00:14:07.190 JanieceGarcia: Janice?
119 00:14:07.510 ⇒ 00:14:23.359 JanieceGarcia: this information’s not correct. Andy’s sending me this. This information’s not correct. We need it to go ahead and be, implemented into the central doc. We’ll get that done. Once that’s done, we’re going to go back and…
120 00:14:23.720 ⇒ 00:14:27.970 JanieceGarcia: Show you… Let me see….
121 00:14:27.970 ⇒ 00:14:33.210 Amber Lin: I put the… I put the ticket that Joseph created in our chat, so….
122 00:14:33.210 ⇒ 00:14:33.980 JanieceGarcia: Did you?
123 00:14:34.260 ⇒ 00:14:51.509 Amber Lin: Yeah, so if you guys see that, that’s something that we’ll see internally, and then we assign to whoever needs to update it, and then once we do update it, we will… oh, Justine, it’s in our Zoom chat. Once we do update it, it’s gonna update to whoever requested the info…
124 00:14:51.700 ⇒ 00:14:55.219 Amber Lin: The information and say, hey, your request has been updated.
125 00:14:55.350 ⇒ 00:14:57.749 Amber Lin: And that’s how we improve Andy.
126 00:14:58.850 ⇒ 00:15:12.810 JanieceGarcia: I was going to show them the feedback that we… that I do go in, and this is something that I can send to them. So I’ll… I’ll… once it’s all done, I’ll re-ask your question and send what Andy’s response is.
127 00:15:12.850 ⇒ 00:15:22.080 JanieceGarcia: From there, so that way you guys do see. We are truly working on this. You guys are being heard. We are getting these updated and changed. …
128 00:15:22.260 ⇒ 00:15:41.590 JanieceGarcia: you know, and it’s taking us a moment, because there’s a lot of feedback that’s coming through, because again, he’s still so brand new that we’re still having a lot of build going on, right? But it’s, again, it’s very, very important that you guys are using Andy, and you’re going in and giving us all the feedback that you can.
129 00:15:42.020 ⇒ 00:15:47.389 JanieceGarcia: So another one… The inspectors are good, Amber?
130 00:15:50.200 ⇒ 00:15:58.809 Amber Lin: All the feedback that has came in has been fixed, so the new ones coming in, are feedback that we haven’t seen before.
131 00:15:59.130 ⇒ 00:15:59.680 JanieceGarcia: Okay.
132 00:16:02.960 ⇒ 00:16:15.049 JanieceGarcia: So, say, you go ahead, you enter your question, it is great feedback, or it is giving the correct answers, so you’re like, yay, good feedback, but
133 00:16:15.150 ⇒ 00:16:18.030 JanieceGarcia: You aren’t sure about the… oh, by the waves.
134 00:16:18.480 ⇒ 00:16:26.350 JanieceGarcia: Maybe you’re needing to, have some help in regards to the, oh, by the ways. That little bullseye down here?
135 00:16:26.600 ⇒ 00:16:33.009 JanieceGarcia: Guys, that’s gonna be your oh-by-the-way button. You push that, and it’s going to push you the ones that are power offers right now.
136 00:16:33.990 ⇒ 00:16:41.769 JanieceGarcia: So, if you’re not sure what is a huge power offer for you, then we’re gonna make sure that we feed you that information.
137 00:16:43.300 ⇒ 00:16:44.250 JanieceGarcia: Okay.
138 00:16:44.670 ⇒ 00:16:52.720 JanieceGarcia: Any questions, or comments, or Sam, have you noticed anything? Have you seen anything?
139 00:16:52.720 ⇒ 00:17:03.510 Samantha Hirtle: I really like that one. I really like the, pushing the obey, by the way, because you’re right, sometimes I do the, you know, the QA at the beginning, but by the time it’s middle, I’m just like…
140 00:17:03.860 ⇒ 00:17:10.879 Samantha Hirtle: Okay, because I usually do tree, but I always try and do it with another one, so that’s pretty good. I really like that one. …
141 00:17:11.369 ⇒ 00:17:15.369 Samantha Hirtle: Really, as far as that, I mean, I don’t really see too many lawn aspects.
142 00:17:15.619 ⇒ 00:17:19.049 Samantha Hirtle: But the sprinkler, that was a good one. …
143 00:17:20.770 ⇒ 00:17:23.309 Samantha Hirtle: But I don’t know how best would do it.
144 00:17:23.859 ⇒ 00:17:37.919 JanieceGarcia: So, give me… well, I know there’s a question right now, and I’m not sure… I don’t know if we have all the information in here, but we’ll try it. What if a customer calls in…
145 00:17:38.209 ⇒ 00:17:44.249 JanieceGarcia: Because a tech… Damaged… property.
146 00:17:51.749 ⇒ 00:17:59.419 JanieceGarcia: And Amber, I don’t know if you can… well, my one that I did submit feedback, I kind of did that for our notes.
147 00:17:59.799 ⇒ 00:18:01.409 Amber Lin: ….
148 00:18:02.860 ⇒ 00:18:11.620 JanieceGarcia: So, if a customer calls in for… because a technician damaged their property, show empathy, gather information, escalate to billing.
149 00:18:11.890 ⇒ 00:18:18.679 JanieceGarcia: Notify the service manager, of course, document the incident, and then follow the rest of our company protocols.
150 00:18:18.790 ⇒ 00:18:31.059 JanieceGarcia: Which, of course, we need to see, okay, what department we’re getting it out to. However, when you escalate it to the correct manager, service manager, they’re going to be the ones that are contacting. Like, if it’s irrigation, hey.
151 00:18:31.190 ⇒ 00:18:42.819 JanieceGarcia: pest control, they crushed an irrigation system head, then they’re going to be the ones that contact Lawn to go ahead and get that out there. It won’t be us as CSRs, right?
152 00:18:43.170 ⇒ 00:18:44.299 Samantha Hirtle: Yep, that’s correct.
153 00:18:44.740 ⇒ 00:18:48.759 JanieceGarcia: So, but it does, it gives you all of these. Do whatever.
154 00:18:48.760 ⇒ 00:19:03.579 Amber Lin: And also a point, so there’s two things usually feedback comes in from. One is that we don’t have the right content, something’s wrong or missing. So that’s something that Janiece will take over and update our existing central doc.
155 00:19:03.580 ⇒ 00:19:12.729 Amber Lin: But if the formatting’s not correct, so if the formatting’s too general, or if it’s too long, too short, that’s something that our team can help fix, so…
156 00:19:12.730 ⇒ 00:19:20.760 Amber Lin: we are responsible for converting the document into this response. So if the conversion went wrong there, then,
157 00:19:20.790 ⇒ 00:19:24.119 Amber Lin: Send the feedback in, and that’s something our team will handle.
158 00:19:24.210 ⇒ 00:19:31.899 Amber Lin: So, just any sort of feedback, if you don’t like the formatting, don’t like the wording, send it in, and then we’ll see what we can do about it.
159 00:19:35.090 ⇒ 00:19:37.450 JanieceGarcia: I said reservice instead of refund.
160 00:19:40.360 ⇒ 00:19:45.279 Samantha Hirtle: I was about to say, I was like, dang, there’s a template for reservice? I’ve completely missed that.
161 00:19:45.560 ⇒ 00:19:56.640 JanieceGarcia: Well, I’ll show you something that’s cool that you guys would be able to use, you know, across the board. Like, things like this, this is what I want you guys to see, too, because we are putting all the templates in there for y’all.
162 00:19:56.820 ⇒ 00:20:12.780 JanieceGarcia: So that way, you know, you can have… may have did whichever, created your own, but guys, these are gonna be here literally for you. And once you guys start using them, we will actually pull calls
163 00:20:12.780 ⇒ 00:20:17.740 JanieceGarcia: during different sessions with myself and Amber, we’ll pull these calls and we’ll say, okay.
164 00:20:17.910 ⇒ 00:20:35.100 JanieceGarcia: you may have said, no, there’s no reason I needed to use Andy, but actually there could have been a reason you needed to use Andy. And so that’s where the usage… it’s gonna be very, very important that every little thing, you can talk to him just like you would a person.
165 00:20:36.810 ⇒ 00:20:41.570 JanieceGarcia: Let’s see, what is the process?
166 00:20:42.030 ⇒ 00:20:45.690 JanieceGarcia: for scheduling… I’ll hold.
167 00:20:45.970 ⇒ 00:20:48.070 JanieceGarcia: Y’all know how big I am on that.
168 00:20:48.450 ⇒ 00:20:51.809 JanieceGarcia: Making sure that we’re using hold.
169 00:20:51.940 ⇒ 00:20:59.569 JanieceGarcia: And not actual service order names, because that will create programs. So you have it all here for you.
170 00:21:01.530 ⇒ 00:21:02.569 Samantha Hirtle: That’s pretty cool.
171 00:21:03.200 ⇒ 00:21:09.889 JanieceGarcia: Like, every little thing. How do I take a payment?
172 00:21:12.770 ⇒ 00:21:26.580 JanieceGarcia: You can even go in, reward points. I know that’s a struggle for some. Not saying that it is for you guys, but that is a struggle for some. So, how do I use…
173 00:21:27.000 ⇒ 00:21:30.279 JanieceGarcia: Customers… Reward points.
174 00:21:30.740 ⇒ 00:21:32.619 JanieceGarcia: For their payment.
175 00:21:33.780 ⇒ 00:21:40.020 JanieceGarcia: Because, you know, the one thing that so many people miss is putting in that, …
176 00:21:40.920 ⇒ 00:21:43.430 JanieceGarcia: What is it on the billing side?
177 00:21:45.510 ⇒ 00:21:46.530 JanieceGarcia: Reference.
178 00:21:47.300 ⇒ 00:21:49.039 JanieceGarcia: The reference information?
179 00:21:49.740 ⇒ 00:21:52.009 JanieceGarcia: It’s going to remind you.
180 00:21:53.010 ⇒ 00:21:58.880 JanieceGarcia: Let’s see… key and reference that includes the number of points used, what they’re for, and your initials.
181 00:22:00.520 ⇒ 00:22:06.859 JanieceGarcia: So, it’s giving you all those little bitty, small details that you guys really…
182 00:22:07.460 ⇒ 00:22:15.739 JanieceGarcia: need to have as help for remembering, because those small little details, we don’t always remember all of them. It’s harder.
183 00:22:17.280 ⇒ 00:22:28.549 JanieceGarcia: So, with, Sam, with you having Jerica actually monitor you, and you seeing a little bit of Andy, and knowing what Andy is, and knowing that lawn is being built
184 00:22:28.550 ⇒ 00:22:38.619 JanieceGarcia: as we speak, so in the next couple weeks, you guys will probably be able to start testing what is something that you would look for in regards to Andy? What do you think could help you a lot?
185 00:22:38.970 ⇒ 00:22:42.160 Samantha Hirtle: I guess right now is…
186 00:22:42.950 ⇒ 00:22:51.890 Samantha Hirtle: services, like, because it also depends on… like, right now, we’re in the heat, so everything’s kind of overgrown. I’ve been getting a lot of, hey, do you do…
187 00:22:51.890 ⇒ 00:23:11.769 Samantha Hirtle: de-thatching, which is something we don’t do. Or, hey, do you… what’s the difference? Like, do we go out and cut the poison ivy, or do we treat it? And, like, earlier, I even had to look that up, because I remember before, we just cut it back, but then it changed, and now we’re treating it. So earlier, I even had to actually look up on the guidelines, and I was like, okay, we do treat it. So, you know, just to make sure. So just, like.
188 00:23:12.130 ⇒ 00:23:15.959 Samantha Hirtle: Little things about that, like, you know, in lawn, there’s a thin line between
189 00:23:16.250 ⇒ 00:23:29.299 Samantha Hirtle: sending this person out for landscaping, or sending this, you know, universal inspector out. So, just, like, little things about that that you completely forget until a customer asks you. Until you need it. Until, yeah, and then you’re just like.
190 00:23:29.560 ⇒ 00:23:31.870 JanieceGarcia: Let me check.
191 00:23:35.490 ⇒ 00:23:37.969 JanieceGarcia: So, okay, okay, perfect.
192 00:23:41.490 ⇒ 00:23:44.090 JanieceGarcia: So, and do’s and don’ts, and…
193 00:23:44.220 ⇒ 00:23:52.210 JanieceGarcia: Those would be very helpful for you, which is good. Let me show you… should I show them the central doc, Amber?
194 00:23:52.970 ⇒ 00:23:54.030 Amber Lin: Yeah, totally.
195 00:23:55.460 ⇒ 00:23:58.040 JanieceGarcia: I gotta figure out where I have it. Hold on.
196 00:24:01.790 ⇒ 00:24:04.840 JanieceGarcia: Let’s do this, and I’ll just pull it up.
197 00:24:07.470 ⇒ 00:24:08.970 JanieceGarcia: Can you all see my screen?
198 00:24:09.470 ⇒ 00:24:10.210 Samantha Hirtle: Yes, ma’am.
199 00:24:10.210 ⇒ 00:24:11.259 JanieceGarcia: The drive? Okay.
200 00:24:14.670 ⇒ 00:24:15.690 JanieceGarcia: So…
201 00:24:16.150 ⇒ 00:24:24.309 JanieceGarcia: This is what we, are having, and BrainForge actually goes in and puts all of our documents in here.
202 00:24:24.310 ⇒ 00:24:39.700 JanieceGarcia: So it’s not like they’re going to be completely lost from you guys, but of course we don’t want you to focus on this, we want you to still use Andy, right? But there may be… there may be times where it’s like, I know there’s… that information is in the central doc, but you’re…
203 00:24:39.870 ⇒ 00:24:58.489 JanieceGarcia: you’re not getting that information from Andy, so you can go in here and you can still look. And so, Amber has done an amazing job in regards to how do you separate it to make sense for us, right? So, she puts it in as scheduling, you have your processes, you have the different types.
204 00:24:58.630 ⇒ 00:25:13.260 JanieceGarcia: And then, of course, you have your billing, escalation, and then service information. So, in this case, we would have, you know, what’s covered. So… with those….
205 00:25:13.880 ⇒ 00:25:16.500 Amber Lin: This club is at the very top, so necessarily.
206 00:25:16.500 ⇒ 00:25:17.339 JanieceGarcia: Is it at the Red Hot?
207 00:25:17.340 ⇒ 00:25:20.259 Amber Lin: Ask, yeah, so I put it on the very top.
208 00:25:21.040 ⇒ 00:25:25.179 Amber Lin: … Yeah, the third link, the third line.
209 00:25:25.970 ⇒ 00:25:27.010 JanieceGarcia: This one?
210 00:25:27.360 ⇒ 00:25:28.959 JanieceGarcia: Master coverage sheet.
211 00:25:29.290 ⇒ 00:25:40.399 JanieceGarcia: See? I’m still learning how to handle this central doc. I usually CTRL-F, but you can see what we do not treat, what’s covered under rodent.
212 00:25:40.550 ⇒ 00:25:57.940 JanieceGarcia: you have your pest control, and then it even goes into, you know, what’s special? What are things that we could cover, but maybe one time? So there’s different breakdowns for everything, and what do you need to do? Does it need to be a field inspector? I mean, all those little…
213 00:25:57.940 ⇒ 00:26:02.389 JanieceGarcia: Do’s and don’ts, or who do we send, is going to be in there.
214 00:26:02.920 ⇒ 00:26:16.329 JanieceGarcia: So, you know, like, your scheduling guidelines, and I’ll show you that, too, before we only have a couple more minutes with you guys, but, with the guidelines, you know, who does aeration in the 7-8
215 00:26:16.550 ⇒ 00:26:18.990 JanieceGarcia: 49. 78749.
216 00:26:19.160 ⇒ 00:26:27.790 JanieceGarcia: that will be in there, and it’ll actually pull up and show you, just like the inspector did, whenever I was asking
217 00:26:28.340 ⇒ 00:26:34.400 JanieceGarcia: up here… who’s a residential inspector? It does the same thing. So you can put.
218 00:26:34.400 ⇒ 00:26:34.970 Amber Lin: Yeah.
219 00:26:34.970 ⇒ 00:26:37.010 JanieceGarcia: Who is… Go ahead.
220 00:26:37.010 ⇒ 00:26:56.769 Amber Lin: Right now, we have 3 spreadsheets integrated, so number one is inspectors, number 2 are the technicians, and the last one is service areas by zip code. So, you can ask, do we service this zip code for this service? Annie will tell you yes or no.
221 00:26:56.890 ⇒ 00:27:12.360 Amber Lin: who is the inspector we should send out? Andy will give you a name. Who is the tech that services this? Andy will also give you a name. So, that’s the… I think that’s the core three questions that people need to ask when we’re scheduling or answering customers.
222 00:27:13.600 ⇒ 00:27:15.900 JanieceGarcia: Especially for new customers.
223 00:27:16.700 ⇒ 00:27:18.199 JanieceGarcia: Taking it step by step.
224 00:27:19.100 ⇒ 00:27:32.229 Samantha Hirtle: Yeah, that’s cool, because sometimes, like, in different areas, I wouldn’t even know where they are, or I’ve never done that area, and I have to go find that sheet, do the, you know, zip code, and then have to scroll down to see if we even do their area, so that’s really cool.
225 00:27:33.920 ⇒ 00:27:35.279 JanieceGarcia: Awesome, awesome.
226 00:27:35.670 ⇒ 00:27:43.609 JanieceGarcia: So, Dana, with seeing it work and knowing that this information is in there, Now, what are your thoughts?
227 00:27:45.130 ⇒ 00:27:50.069 DP: They’re still the same as before, … Because honestly, with me.
228 00:27:50.250 ⇒ 00:28:00.040 DP: I’ve looked up stuff in documents for so long, that’s just where I’m comfortable at, because one, I know what I’m looking for, although they don’t always stay updated, so sometimes that’s an issue with documents.
229 00:28:00.040 ⇒ 00:28:00.770 JanieceGarcia: Problem.
230 00:28:01.280 ⇒ 00:28:11.490 DP: Yeah, because, you know, somebody makes one document, but then the manager has this document, you know, it’s all that. But for me, what gets me is just, like, again, the wash thing.
231 00:28:11.700 ⇒ 00:28:17.579 DP: And I don’t know, I don’t remember the phrasing of it. So, you know, it could have been partly that, I don’t know.
232 00:28:17.880 ⇒ 00:28:23.709 DP: But it was like, whatever the case was, whatever this type of wasp was, it was not covered.
233 00:28:23.960 ⇒ 00:28:41.679 DP: Even though I’d asked the question, or they covered Andy, and it said, yeah, sure. But, one of the pest supervisors, or Melissa, somebody got back with me and said that wasn’t the case, we had to give them a separate quote, because it was, like, yellow jackets, or something, I don’t know what it was that wasn’t covered in a general pest control.
234 00:28:41.740 ⇒ 00:28:48.329 DP: Even though it was, like, a one-story house, so it’s like, that context needs to be in there for me, because for me, I want the details.
235 00:28:48.560 ⇒ 00:29:04.679 DP: if I say, hey, our wafts a covered pest control service, and it says, yes, but these are the exceptions where we have to have an inspector out there, that’s what I want to see. I want to, you know, because especially when you’re trying to do the phrasing of the question, you know, you can’t always phrase it, like.
236 00:29:05.100 ⇒ 00:29:17.379 DP: you know, one way so that Andy understands, you know, because you’re just gonna type in. Because Andy’s not a person, it’s still just some little algorithmic… algorithmic learning robot, basically. It’s not gonna, you know, get the question for you.
237 00:29:17.380 ⇒ 00:29:17.730 JanieceGarcia: AI.
238 00:29:17.730 ⇒ 00:29:29.120 DP: Every time, yeah. But that’s what I need. I need details in every question. You know, I need it thorough, I need it expanded upon. That would make me happy.
239 00:29:29.120 ⇒ 00:29:42.909 Amber Lin: Yeah, I hear it. I think that’s something that, if the details already exist in a document, then I can ask my team to say, hey, format this so that we have all the details you need. I think that’s very helpful to hear what people would like to see.
240 00:29:43.600 ⇒ 00:29:46.669 JanieceGarcia: Yeah, because even looking at the central document….
241 00:29:46.670 ⇒ 00:29:54.979 DP: if there’s anything separate, like, for example, if some… and sorry, my part of the Zoom call kind of, like, for some reason, it keeps kind of randomly pausing, and then it goes back to normal.
242 00:29:54.980 ⇒ 00:29:55.850 JanieceGarcia: You’re good.
243 00:29:55.850 ⇒ 00:29:56.680 DP: …
244 00:29:57.310 ⇒ 00:30:07.889 DP: But yeah, it’s like, you know, if you ask, is flea and tick a covered service? Well, yeah, they’re covered for flea and tick if they have the plus flea and tick with the pest control, or, you know, like a one-year flea annual, but…
245 00:30:08.190 ⇒ 00:30:19.149 DP: Otherwise, it’s a separate charge. You’re like, that’s the kind of wording I would want to see, because especially if you’re new, like, if you’re a brand new CSR, I could see that being an issue, where, like, somebody has regular pest control, but they don’t know to check.
246 00:30:19.410 ⇒ 00:30:24.759 DP: Let me click in that program and see, is it pest control with flea and tick attributes and everything else?
247 00:30:25.120 ⇒ 00:30:35.640 DP: So, you know, that might be a good thing to put in there, too. You know, like, hey, did you click the program and check. But also, you know, just, like, all the details with every question. I know some might get too long, you might want to, like.
248 00:30:36.210 ⇒ 00:30:42.329 DP: We might need to separate it or parse it out somehow, but more details, all the better, especially with pest control.
249 00:30:43.860 ⇒ 00:30:44.480 JanieceGarcia: Yeah.
250 00:30:44.710 ⇒ 00:30:45.600 DP: True.
251 00:30:45.630 ⇒ 00:30:46.659 JanieceGarcia: I understand.
252 00:30:46.740 ⇒ 00:31:10.379 JanieceGarcia: For sure, and I definitely get that, like, with the wasp question, and I know that’s something that we worked on for quite some time, because it was what wasp are covered? You know, ground wasps are not covered, they’re going to be a one-time, then you have your regular wasp, but then you have yellow jackets, and that’s completely different. And then you have your cicada killers, you know.
253 00:31:10.380 ⇒ 00:31:26.360 JanieceGarcia: Those things are not covered, but we do treat for them, but they’re going to be done as a one-time. So, we have gone through, and we’ve… we’ve done some of those, so I would like to ask if you could go back, just play with it, ask questions, and give us feedback.
254 00:31:26.400 ⇒ 00:31:33.139 JanieceGarcia: Because again, we’re not gonna know that information, we’re not gonna have that unless you’re giving the feedback.
255 00:31:33.640 ⇒ 00:31:45.089 DP: Well, I did ask it one question while we were talking, going through, like, do we do 4 or 6 p.m. for the arrival? Which I’ve been told we don’t right now, so I submitted that feedback. But yeah, I think they told me that earlier in the…
256 00:31:45.700 ⇒ 00:32:05.010 DP: Well, no, I was told earlier in the summer we don’t do the 4 to 6 p.m. right now because of the heat. Like, the latest I was told was 3 to 5, but that might just be because it’s for initial pest control services. I don’t know if they do that for the regular, pest control maintenance, so that might be another important point to clarify. Like, initials? No. Regular pest control maintenance? Yes.
257 00:32:05.010 ⇒ 00:32:07.710 JanieceGarcia: Yeah, good point, for sure.
258 00:32:07.910 ⇒ 00:32:10.499 JanieceGarcia: And thank you for giving that feedback.
259 00:32:11.050 ⇒ 00:32:11.860 DP: Beat.
260 00:32:11.860 ⇒ 00:32:28.110 JanieceGarcia: But awesome, guys. Alright, well, I thank you so much. I know Amber appreciates this, and all your guys’ feedback. Jerica, you are coming in at a very exciting time, so… love it. Ready to see you guys get to play with it a little bit more.
261 00:32:28.430 ⇒ 00:32:37.899 DP: I do have a quick question. When is it starting with, … well, actually, probably two questions. When is it starting with the lawn, and… because I know y’all talked.
262 00:32:37.900 ⇒ 00:32:48.649 JanieceGarcia: We’re just getting those started, basically, but is that going to be available soon for Lawn and mechanics? We… we will definitely let you guys know. We’ll keep you updated on timelines and stuff, but yeah.
263 00:32:48.650 ⇒ 00:32:54.110 Amber Lin: Yeah, so you just saw the central dock for pests. We’re creating that for lawn.
264 00:32:54.110 ⇒ 00:33:15.140 Amber Lin: once we create it, we’ll need people to test it to tell us, hey, we don’t have that info in the talk, here’s what we need to add. So, the testing probably would start in, I would say, 2 weeks, and then the full rollout, because I don’t want people to use a broken product, the full rollout will probably be a bit later, but…
265 00:33:15.170 ⇒ 00:33:18.640 Amber Lin: I don’t know who’s gonna be the people testing it yet.
266 00:33:18.640 ⇒ 00:33:19.350 JanieceGarcia: Yeah.
267 00:33:19.350 ⇒ 00:33:19.950 DP: Okay.
268 00:33:20.290 ⇒ 00:33:25.110 Samantha Hirtle: That’s a good timing, because fall’s coming up, composting, aeration Right?
269 00:33:25.610 ⇒ 00:33:26.830 Samantha Hirtle: Oh my goodness.
270 00:33:28.920 ⇒ 00:33:31.310 JanieceGarcia: But… alright, guys.
271 00:33:31.600 ⇒ 00:33:34.909 DP: Real quick, my other… yeah, my other questions. …
272 00:33:35.250 ⇒ 00:33:40.430 DP: So one thing I did want to ask, because I asked this as well, are yellowjackets coming to pest control?
273 00:33:40.770 ⇒ 00:33:51.440 DP: its first reply was, is this from pest, or welcome team, or home improvement, or lawn? Is that supposed to be normal? Because you already clarified pest control, but it goes over every department.
274 00:33:52.200 ⇒ 00:34:08.910 Amber Lin: I see. I think it’s because, we route questions by email, so I don’t think we have your email in the system yet, so for people who’s just under pest, it will only give pest questions, but I don’t think we assigned a department to your email yet.
275 00:34:08.909 ⇒ 00:34:18.300 Amber Lin: So that’s why Andy is clarifying, hey, who is this person from what answer we should be giving, but thank you for letting me know. I’ll ask the team to…
276 00:34:18.300 ⇒ 00:34:19.300 Amber Lin: …
277 00:34:19.300 ⇒ 00:34:28.460 Amber Lin: if you can put a feedback on that, and just say, hey, I’m from these departments, I need to see these information, I think that our team can help classify that.
278 00:34:28.980 ⇒ 00:34:30.000 Amber Lin: That would be awesome.
279 00:34:30.000 ⇒ 00:34:30.739 DP: I’m in…
280 00:34:31.100 ⇒ 00:34:35.790 DP: Yeah, I can do that. I’m checking in the welcome team, though, just asking a pest control question.
281 00:34:35.800 ⇒ 00:34:37.050 Amber Lin: ….
282 00:34:37.320 ⇒ 00:34:41.760 DP: how do y’all want that phrased? Because I do overflow for, like, you know, salon at home.
283 00:34:41.760 ⇒ 00:34:46.979 JanieceGarcia: Right now, you should only get pest control stuff. She should only have past amber.
284 00:34:47.130 ⇒ 00:34:58.889 Amber Lin: Yeah, I think… here, just say… just tell… just put in the feedback, what you just told me of you’re from the welcome team, but you overflow to these departments. I’ll ask the team to…
285 00:34:58.890 ⇒ 00:35:08.810 Amber Lin: Exclude the home, lawn, and mechanical for now, because it’s not fully rolled out, but let us know so in the future, we don’t have to ask you again what department you’re from.
286 00:35:09.260 ⇒ 00:35:09.940 DP: Okay.
287 00:35:10.240 ⇒ 00:35:11.649 Amber Lin: Yeah, that’ll be great.
288 00:35:13.210 ⇒ 00:35:17.839 DP: … I had one question, of course it escaped me, so we started going over that one.
289 00:35:20.840 ⇒ 00:35:22.910 DP: … what was it?
290 00:35:24.260 ⇒ 00:35:26.699 DP: Well, if nothing else, I can get with Janiece later and….
291 00:35:26.700 ⇒ 00:35:32.730 JanieceGarcia: That’s fine, you can definitely… you can ask me, send me questions. That’s perfect.
292 00:35:33.630 ⇒ 00:35:34.380 DP: Okay.
293 00:35:34.510 ⇒ 00:35:35.360 DP: Yay.
294 00:35:35.570 ⇒ 00:35:36.240 JanieceGarcia: Okay.
295 00:35:37.440 ⇒ 00:35:41.290 JanieceGarcia: Awesome. Well, thanks, guys. We will see y’all later!
296 00:35:41.570 ⇒ 00:35:42.770 DP: Bye….
297 00:35:43.030 ⇒ 00:35:43.670 JanieceGarcia: Bye!
298 00:35:52.050 ⇒ 00:35:52.760 Amber Lin: Alright.
299 00:35:53.470 ⇒ 00:35:54.690 JanieceGarcia: Hey, Amber.
300 00:35:58.080 ⇒ 00:35:59.300 JanieceGarcia: I think she’s out.
301 00:36:00.110 ⇒ 00:36:01.639 Amber Lin: Yeah, I’m here.
302 00:36:01.640 ⇒ 00:36:02.180 JanieceGarcia: Okay.
303 00:36:02.780 ⇒ 00:36:03.550 Amber Lin: Perfect.
304 00:36:03.830 ⇒ 00:36:09.670 Amber Lin: Let’s go look at the feedback, and then we can assign it to people. That’s what we wanted to look at, right?
305 00:36:09.950 ⇒ 00:36:10.610 JanieceGarcia: Yes.
306 00:36:10.610 ⇒ 00:36:11.820 Amber Lin: Okay, awesome.
307 00:36:12.280 ⇒ 00:36:13.820 JanieceGarcia: Whew! There’s a lot. Yep.
308 00:36:13.820 ⇒ 00:36:24.020 Amber Lin: Yeah, that was a good session. I think from the beginning, she was, like, resistant, but you’re such a good trainer, Janiece, and at the end, they were like, oh, okay, I can’t.
309 00:36:24.020 ⇒ 00:36:25.300 JanieceGarcia: Amusement.
310 00:36:25.300 ⇒ 00:36:25.920 Amber Lin: Wow.
311 00:36:25.920 ⇒ 00:36:30.649 JanieceGarcia: Well, thanks, but I think I have some…
312 00:36:31.160 ⇒ 00:36:37.690 JanieceGarcia: practice still to do. I was… I know, I was kind of like, whoa, okay, this is a total no.
313 00:36:38.680 ⇒ 00:36:39.930 JanieceGarcia: We’re gonna change this mind.
314 00:36:39.930 ⇒ 00:36:44.000 Amber Lin: I don’t know, but… so we got her to send two feedback, like, that….
315 00:36:44.000 ⇒ 00:36:45.110 JanieceGarcia: Good, yeah.
316 00:36:45.110 ⇒ 00:36:49.570 Amber Lin: This is a very quick change. … Okay.
317 00:36:50.020 ⇒ 00:36:51.999 Amber Lin: Well, Casey resolved that.
318 00:36:52.470 ⇒ 00:37:00.619 Amber Lin: So… I’m gonna say… Except… this is done.
319 00:37:01.750 ⇒ 00:37:03.060 Amber Lin: …
320 00:37:06.820 ⇒ 00:37:09.770 Amber Lin: Except… Whoa.
321 00:37:10.300 ⇒ 00:37:12.880 JanieceGarcia: And then, next one….
322 00:37:15.180 ⇒ 00:37:18.550 Amber Lin: Yeah, so I think this one, we…
323 00:37:19.090 ⇒ 00:37:22.340 Amber Lin: Couldn’t find the information for that zip.
324 00:37:24.640 ⇒ 00:37:26.310 JanieceGarcia: 78202?
325 00:37:27.030 ⇒ 00:37:27.880 Amber Lin: Yeah.
326 00:37:38.560 ⇒ 00:37:44.860 Amber Lin: We looked at both the San Antonio sheet and the commercial sheet, I don’t think we have that zip code.
327 00:37:45.290 ⇒ 00:37:46.910 JanieceGarcia: 78202?
328 00:37:46.910 ⇒ 00:37:48.130 Amber Lin: Yeah, actually.
329 00:37:48.130 ⇒ 00:37:48.650 JanieceGarcia: That’s true.
330 00:37:48.650 ⇒ 00:37:49.280 Amber Lin: What’s going on.
331 00:37:49.280 ⇒ 00:37:50.650 JanieceGarcia: There it’s on the east side.
332 00:37:51.450 ⇒ 00:37:54.039 Amber Lin: Do we even service that zip code?
333 00:37:55.250 ⇒ 00:37:55.920 JanieceGarcia: Mom?
334 00:37:56.110 ⇒ 00:37:57.030 JanieceGarcia: Yeah.
335 00:37:58.750 ⇒ 00:38:00.780 JanieceGarcia: Yeah, it’s on there, it’s on the east side.
336 00:38:02.210 ⇒ 00:38:02.820 Amber Lin: Ugh!
337 00:38:03.630 ⇒ 00:38:05.660 Amber Lin: Okay So.
338 00:38:05.660 ⇒ 00:38:07.730 JanieceGarcia: anywhere, it’s green, it’s the.
339 00:38:07.730 ⇒ 00:38:09.580 Amber Lin: Interesting.
340 00:38:09.720 ⇒ 00:38:12.419 JanieceGarcia: And fifth from the right.
341 00:38:13.110 ⇒ 00:38:14.390 JanieceGarcia: Interesting. Popline.
342 00:38:15.340 ⇒ 00:38:16.040 Amber Lin: Okay.
343 00:38:16.380 ⇒ 00:38:17.420 Amber Lin: So….
344 00:38:18.480 ⇒ 00:38:19.410 JanieceGarcia: He’s right.
345 00:38:20.780 ⇒ 00:38:24.859 Amber Lin: So, it should be these 3 people….
346 00:38:24.860 ⇒ 00:38:27.400 JanieceGarcia: Well, for residential, but that’s for commercial.
347 00:38:27.590 ⇒ 00:38:30.299 Amber Lin: Commercial inspector, okay.
348 00:38:32.140 ⇒ 00:38:43.770 JanieceGarcia: Commercial, all commercial, doesn’t matter what zip code… well, yeah, it does, hold on. San Antonio, 78… well, let’s look at the commercial side… 78202?
349 00:38:44.470 ⇒ 00:38:47.759 JanieceGarcia: Ew, it’s not on there!
350 00:38:47.760 ⇒ 00:38:48.250 Amber Lin: Yeah.
351 00:38:48.250 ⇒ 00:38:52.769 JanieceGarcia: But it’s not on the commercial side, but it’s on the residential. That’s what he’s saying.
352 00:38:52.770 ⇒ 00:38:56.440 Amber Lin: The question was for the commercial inspector.
353 00:38:57.100 ⇒ 00:39:00.189 JanieceGarcia: Now that I see it, I need to find out who does that actual zip code.
354 00:39:00.190 ⇒ 00:39:03.030 Amber Lin: Okay, let me assign to you.
355 00:39:03.210 ⇒ 00:39:03.940 JanieceGarcia: Yep.
356 00:39:03.940 ⇒ 00:39:06.010 Amber Lin: And then… I’ll say to-do.
357 00:39:15.430 ⇒ 00:39:16.210 Amber Lin: Accept.
358 00:39:16.470 ⇒ 00:39:23.420 Amber Lin: And then next from Brenda… Technician.
359 00:39:24.550 ⇒ 00:39:25.550 JanieceGarcia: Rockdale.
360 00:39:33.560 ⇒ 00:39:43.470 Amber Lin: … I think we go by zip codes. I don’t think we go by… area. …
361 00:39:44.980 ⇒ 00:39:48.510 Amber Lin: If she can give a zip code from that area.
362 00:39:48.620 ⇒ 00:39:50.950 Amber Lin: I think we can answer it.
363 00:39:51.590 ⇒ 00:39:52.219 Amber Lin: Oh, my….
364 00:39:52.220 ⇒ 00:39:58.750 JanieceGarcia: No, let me… Let me see if I can pull up that sheet.
365 00:39:58.750 ⇒ 00:40:01.500 Amber Lin: Rocksville, I’ll copy that zip code.
366 00:40:01.500 ⇒ 00:40:03.910 JanieceGarcia: 76567?
367 00:40:26.540 ⇒ 00:40:32.310 JanieceGarcia: Okay, so we do that, so then… Let’s do this…
368 00:40:39.470 ⇒ 00:40:45.950 JanieceGarcia: 4 seconds… 7, 6… Which ones?
369 00:40:45.950 ⇒ 00:40:47.760 Amber Lin: 76567.
370 00:40:50.190 ⇒ 00:40:52.429 JanieceGarcia: We definitely do.
371 00:40:54.990 ⇒ 00:40:59.870 JanieceGarcia: Oh, because everything is in by zip codes, so that’s something….
372 00:41:02.960 ⇒ 00:41:14.240 Amber Lin: Because it’s hard to say, because some… we don’t service… so for a certain area, we may service some zip codes, but not others. So it’s… we do it by, ….
373 00:41:18.150 ⇒ 00:41:19.210 JanieceGarcia: I found it.
374 00:41:19.210 ⇒ 00:41:21.620 Amber Lin: Zip code. Yeah.
375 00:41:22.610 ⇒ 00:41:25.820 Amber Lin: Let me see… Okay.
376 00:41:35.800 ⇒ 00:41:41.769 Amber Lin: Okay, well, if you see my screen, we say that this zip code for area of Rockdale, Texas.
377 00:41:41.970 ⇒ 00:41:50.319 Amber Lin: It’s handled by the Austin branch, and we service bed bug, commercial pest control, and residential pest control, but not for lawn and other stuff.
378 00:41:50.320 ⇒ 00:41:50.970 JanieceGarcia: Right.
379 00:41:51.280 ⇒ 00:41:53.400 Amber Lin: Yeah, and then, what’s the….
380 00:41:54.030 ⇒ 00:41:58.220 JanieceGarcia: And then I even asked for the… I went through and I asked for…
381 00:41:58.360 ⇒ 00:42:02.780 JanieceGarcia: Who was the pest tech for 76567? And it gave them all.
382 00:42:03.590 ⇒ 00:42:06.059 JanieceGarcia: And I matched it to our zip code sheet.
383 00:42:06.790 ⇒ 00:42:07.710 Amber Lin: Yeah.
384 00:42:12.440 ⇒ 00:42:13.160 Amber Lin: Okay.
385 00:42:13.880 ⇒ 00:42:17.269 JanieceGarcia: So I think it was just her asking.
386 00:42:17.270 ⇒ 00:42:23.959 Amber Lin: Yeah, I think we need to let people know that we need to ask by zip code. I think that’s just something we…
387 00:42:24.800 ⇒ 00:42:28.170 Amber Lin: We need to let them know how it works.
388 00:42:29.500 ⇒ 00:42:35.510 Amber Lin: … Can I assign it to you to let them know?
389 00:42:35.510 ⇒ 00:42:36.519 JanieceGarcia: Yeah, I can let Brenda know.
390 00:42:36.520 ⇒ 00:42:37.680 Amber Lin: tablet.
391 00:42:38.160 ⇒ 00:42:42.610 Amber Lin: And I, I think CSR is too. No…
392 00:42:43.960 ⇒ 00:42:47.610 Amber Lin: We should ask by zip code.
393 00:42:49.040 ⇒ 00:42:50.460 Amber Lin: Not area.
394 00:42:50.820 ⇒ 00:42:51.500 Amber Lin: Paint.
395 00:42:53.210 ⇒ 00:42:55.400 Amber Lin: I’ll assign it to you.
396 00:42:57.450 ⇒ 00:42:58.510 Amber Lin: Do…
397 00:43:04.510 ⇒ 00:43:08.709 Amber Lin: Except… That’s from Shannon.
398 00:43:09.420 ⇒ 00:43:11.190 Amber Lin: Need to cancel.
399 00:43:13.260 ⇒ 00:43:15.149 Amber Lin: Gotcha, that’s for us.
400 00:43:30.860 ⇒ 00:43:32.170 Amber Lin: From Shannon.
401 00:43:33.440 ⇒ 00:43:35.500 Amber Lin: attribute… Oh, true.
402 00:43:35.500 ⇒ 00:43:36.789 JanieceGarcia: I thought we had that in there.
403 00:43:37.770 ⇒ 00:43:41.800 Amber Lin: Follow up to billing… Okay.
404 00:43:45.560 ⇒ 00:43:47.230 JanieceGarcia: ….
405 00:43:47.890 ⇒ 00:43:56.730 Amber Lin: Janice, I’ll assign this to you to check. If you’ve realized it’s in the central doc, just change… click on this, and then change it to Casey.
406 00:43:56.730 ⇒ 00:43:57.520 JanieceGarcia: Okay.
407 00:43:57.520 ⇒ 00:43:59.979 Amber Lin: Yeah. So after you check, let us know.
408 00:44:00.740 ⇒ 00:44:01.650 Amber Lin: ….
409 00:44:03.200 ⇒ 00:44:08.079 JanieceGarcia: What if I update and it’s good? How do I get it out of my thingy?
410 00:44:08.730 ⇒ 00:44:12.519 Amber Lin: What do you mean, if it’s… if it’s done, we can say…
411 00:44:12.530 ⇒ 00:44:31.150 Amber Lin: So I usually, I say, if I’m working on it, it’s in progress. If I need someone to respond, say, like, I need to, say if you need to ask sales or managers, you can say your, like, need response, or, like, blocked, or whatever these are, you can just say you’re waiting on someone, and then if it’s…
412 00:44:31.170 ⇒ 00:44:34.839 Amber Lin: like… And then when it’s done, I click done.
413 00:44:34.840 ⇒ 00:44:35.240 JanieceGarcia: Done.
414 00:44:35.240 ⇒ 00:44:43.589 Amber Lin: Or if I want to send it to Yvette to review, or I want to tell the CSRs, hey, this is how it works, I would… I would put a, ….
415 00:44:43.590 ⇒ 00:44:44.100 JanieceGarcia: Internal.
416 00:44:44.100 ⇒ 00:44:49.320 Amber Lin: Yeah, the review status there. So, I’ll send that to you.
417 00:44:50.300 ⇒ 00:44:53.269 Amber Lin: Shannon’s request…
418 00:44:53.970 ⇒ 00:45:01.820 Amber Lin: Pest damage claims. Well, we just saw so many damage claims for home improvement, I don’t think we have one for pests.
419 00:45:02.090 ⇒ 00:45:02.990 JanieceGarcia: That’s funny.
420 00:45:04.150 ⇒ 00:45:10.869 Amber Lin: I probably can copy some of their stuff over and change it specifically for pests.
421 00:45:10.870 ⇒ 00:45:12.990 JanieceGarcia: That’s already what I was thinking.
422 00:45:13.110 ⇒ 00:45:24.759 Amber Lin: Yeah. Like, I was listening to home improvement, and I was like, do you… do we really need separate processes for each one of them? A lot of them, it’s not process, it’s just price, duration.
423 00:45:25.300 ⇒ 00:45:26.139 JanieceGarcia: Yeah, that’s what….
424 00:45:26.140 ⇒ 00:45:27.170 Amber Lin: Codes.
425 00:45:27.380 ⇒ 00:45:28.349 JanieceGarcia: Right, exactly.
426 00:45:28.350 ⇒ 00:45:28.920 Amber Lin: Oh, that’s why.
427 00:45:28.920 ⇒ 00:45:33.300 JanieceGarcia: I was saying, it’s all the same. It can be laid out exactly the same way as ours is.
428 00:45:33.300 ⇒ 00:45:37.870 Amber Lin: Yeah, it’s okay, we’ll put in the central dock, and they’ll work with them to combine it, but…
429 00:45:38.020 ⇒ 00:45:46.959 Amber Lin: like, it doesn’t affect Andy, Andy will just pull whatever there is, but it’ll be nicer for whoever needs to update it. Right.
430 00:45:47.350 ⇒ 00:45:51.240 Amber Lin: Shannon’s feedback on… okay, that’s…
431 00:45:51.670 ⇒ 00:45:53.379 Amber Lin: It’s the same thing, I would say.
432 00:45:53.380 ⇒ 00:45:54.269 JanieceGarcia: This isn’t….
433 00:45:54.270 ⇒ 00:45:54.890 Amber Lin: Good?
434 00:45:55.700 ⇒ 00:45:59.180 Amber Lin: … from Amy.
435 00:46:01.780 ⇒ 00:46:03.280 Amber Lin: We don’t have that.
436 00:46:06.230 ⇒ 00:46:09.319 JanieceGarcia: That’s a good one, too, because they do ask for that.
437 00:46:09.510 ⇒ 00:46:12.869 JanieceGarcia: But I don’t… I don’t even know if we will have that.
438 00:46:13.420 ⇒ 00:46:14.509 Amber Lin: I’ll have to get that.
439 00:46:14.510 ⇒ 00:46:16.080 JanieceGarcia: I need to get that from….
440 00:46:16.200 ⇒ 00:46:18.359 Amber Lin: Manual. Okay.
441 00:46:18.840 ⇒ 00:46:20.550 Amber Lin: From Lauren.
442 00:46:20.680 ⇒ 00:46:24.130 Amber Lin: Oh, we’re almost done. From Lauren, we have….
443 00:46:25.820 ⇒ 00:46:28.520 JanieceGarcia: The trans vector stuff. Is that all good?
444 00:46:29.430 ⇒ 00:46:34.550 Amber Lin: … The word is… Wait.
445 00:46:35.780 ⇒ 00:46:40.449 Amber Lin: Who… the… for commercial tree inspectors?
446 00:46:49.190 ⇒ 00:46:52.850 Amber Lin: Wait, I’m… I’m trying to understand how I can test.
447 00:46:53.230 ⇒ 00:46:57.650 Amber Lin: Good question. So, if it’s this… Okay.
448 00:46:57.790 ⇒ 00:47:05.209 Amber Lin: commercial tree… let’s verify this, because I think at this point, it’s… we don’t really know what…
449 00:47:06.250 ⇒ 00:47:14.820 Amber Lin: We can only reference the existing sheet, and if it’s different than the existing sheet, we can update it, but if not, we’ll need to see.
450 00:47:15.060 ⇒ 00:47:16.540 Amber Lin: Steve Gray.
451 00:47:17.180 ⇒ 00:47:24.910 JanieceGarcia: And that would sound right, because it’s Bell County. Well, no, Steve Gray is, … Waco.
452 00:47:26.440 ⇒ 00:47:27.120 Amber Lin: Huh.
453 00:47:27.660 ⇒ 00:47:30.270 JanieceGarcia: But let’s, let’s check….
454 00:47:30.530 ⇒ 00:47:31.970 Amber Lin: Let’s check there.
455 00:47:32.350 ⇒ 00:47:33.560 JanieceGarcia: commercial.
456 00:47:33.560 ⇒ 00:47:38.890 Amber Lin: … Oh, not that doc. Right here.
457 00:47:42.050 ⇒ 00:47:43.240 JanieceGarcia: 3rd….
458 00:47:43.860 ⇒ 00:47:45.810 Amber Lin: Oh, feats.
459 00:47:46.260 ⇒ 00:47:47.720 JanieceGarcia: What’s the zip code again?
460 00:47:48.670 ⇒ 00:47:49.759 Amber Lin: That one.
461 00:47:50.580 ⇒ 00:47:54.110 Amber Lin: 766… 5 seconds.
462 00:47:54.610 ⇒ 00:47:55.250 Amber Lin: Yes.
463 00:47:55.490 ⇒ 00:47:57.199 JanieceGarcia: Yeah, bed’s completely blank.
464 00:47:58.220 ⇒ 00:47:59.090 Amber Lin: Yeah.
465 00:47:59.320 ⇒ 00:48:01.530 JanieceGarcia: It is completely blank, I need to double check that.
466 00:48:02.990 ⇒ 00:48:08.700 Amber Lin: Well, we have… That is Waco. Seembraco Residential Pest.
467 00:48:09.160 ⇒ 00:48:10.210 Amber Lin: ….
468 00:48:10.210 ⇒ 00:48:12.900 JanieceGarcia: And I think he’s doing commercial too, but it’s not in there.
469 00:48:14.150 ⇒ 00:48:19.980 Amber Lin: Commercial tree, residential tree, Where’s Commercial Tree?
470 00:48:21.410 ⇒ 00:48:22.569 Amber Lin: Commercial tree.
471 00:48:22.780 ⇒ 00:48:24.999 Amber Lin: We have him for a commercial tree.
472 00:48:25.400 ⇒ 00:48:26.850 Amber Lin: Who else? What do you do?
473 00:48:27.450 ⇒ 00:48:34.479 JanieceGarcia: Oh, no, he… that’s who I was just gonna double-check and make sure, because as far as I know, he’s the only inspector there, and he’s doing all of it.
474 00:48:34.780 ⇒ 00:48:38.530 Amber Lin: Yeah, so that… I would assume it is… Secret.
475 00:48:38.530 ⇒ 00:48:39.560 JanieceGarcia: gray.
476 00:48:39.560 ⇒ 00:48:42.449 Amber Lin: Yeah, so that is correct, actually.
477 00:48:43.590 ⇒ 00:48:51.560 JanieceGarcia: Yep. I just think because they… she didn’t specify who is, but when you specified and asked that.
478 00:48:53.330 ⇒ 00:48:54.800 JanieceGarcia: It was correct.
479 00:48:55.250 ⇒ 00:48:56.000 JanieceGarcia: And Andy.
480 00:48:56.000 ⇒ 00:48:59.550 Amber Lin: Yeah, it says tree, right? It says tree commercial.
481 00:48:59.550 ⇒ 00:49:01.200 JanieceGarcia: Oh, it does. It sure does.
482 00:49:01.200 ⇒ 00:49:04.299 Amber Lin: did say, I think she doesn’t, like, she thinks that…
483 00:49:05.000 ⇒ 00:49:09.500 Amber Lin: It’s not Bell County. I think she doesn’t know this is Waco, a Waco zip code.
484 00:49:10.300 ⇒ 00:49:14.619 JanieceGarcia: Yeah, I don’t know. I’ll get with Lauren. Lauren’s here in this office.
485 00:49:14.620 ⇒ 00:49:17.719 Amber Lin: need to let Lauren know.
486 00:49:18.560 ⇒ 00:49:25.729 Amber Lin: And B’s answer is… Okay, I’ll assign it to you.
487 00:49:26.210 ⇒ 00:49:32.090 Amber Lin: Denise… Correct answer.
488 00:49:32.350 ⇒ 00:49:35.729 JanieceGarcia: And… I do have Yvette that is asking me.
489 00:49:36.380 ⇒ 00:49:46.979 JanieceGarcia: I need to go to her office, but do you want to send… go ahead and send the remaining to me? I can double check and work on them. I do have time this afternoon, too.
490 00:49:46.980 ⇒ 00:49:47.970 Amber Lin: Yeah, okay.
491 00:49:47.970 ⇒ 00:49:49.340 JanieceGarcia: I want to start doing that.
492 00:49:49.650 ⇒ 00:49:50.440 Amber Lin: Of course.
493 00:49:51.540 ⇒ 00:49:52.549 JanieceGarcia: Cool beans. Alright.
494 00:49:52.550 ⇒ 00:49:56.580 Amber Lin: I’ll sign this… I’ll try to sign, if not, I’ll leave the rest to you.
495 00:49:56.580 ⇒ 00:49:57.300 JanieceGarcia: Okay.
496 00:49:57.300 ⇒ 00:49:59.689 Amber Lin: Perfect. Thank you, Amber!
497 00:49:59.920 ⇒ 00:50:01.809 Amber Lin: Thank you so much, it was great. Bye!
498 00:50:01.810 ⇒ 00:50:02.560 JanieceGarcia: Bye.