Meeting Title: Feedback System Training Session Date: 2025-08-20 Meeting participants: read.ai meeting notes, TaraCook, Amber Lin, ShannonMartinez, JanieceGarcia
WEBVTT
1 00:01:51.760 ⇒ 00:01:53.180 ShannonMartinez: Oh, well….
2 00:01:54.230 ⇒ 00:01:55.320 Amber Lin: Hi there!
3 00:01:55.520 ⇒ 00:01:59.319 TaraCook: Well, hi, I feel like I just saw you, beautiful peoples.
4 00:01:59.670 ⇒ 00:02:00.870 JanieceGarcia: I’m tired!
5 00:02:01.010 ⇒ 00:02:09.030 TaraCook: I’m telling you, I don’t know if it’s the lighting with Zoom, but I’m liking my profile while I’m much better in this….
6 00:02:09.490 ⇒ 00:02:15.800 ShannonMartinez: I’m so vain. I’m like, this is… looks a lot better than the meats we just came out of.
7 00:02:16.180 ⇒ 00:02:17.670 TaraCook: You look beautiful anyway.
8 00:02:17.960 ⇒ 00:02:19.489 ShannonMartinez: I love y’all.
9 00:02:21.370 ⇒ 00:02:41.159 Amber Lin: You guys are so cute. I just want… I think today would be a pretty quick session. I want to talk about the feedback system that I think all of… I think both Janice and Tara should have access to, and then we can talk about if there’s any feedback we need to address, and then any concerns you guys have.
10 00:02:41.730 ⇒ 00:02:43.659 ShannonMartinez: Are we talking mechanical or pests?
11 00:02:44.490 ⇒ 00:02:57.910 Amber Lin: I think both, because Tara can update the mechanical feedback, and then you guys can do the pests, so just want to make sure all of us know how to use the system.
12 00:02:58.630 ⇒ 00:02:59.430 JanieceGarcia: I do not.
13 00:03:00.340 ⇒ 00:03:04.249 JanieceGarcia: Okay, that’s what I was gonna ask. Attara, do you know how to update the central doc?
14 00:03:04.450 ⇒ 00:03:12.289 TaraCook: I do not, that’s why I wanted to… I chatted in earlier this week, asking when we were going to meet, because your girl needs help.
15 00:03:13.350 ⇒ 00:03:13.900 JanieceGarcia: Okay.
16 00:03:15.600 ⇒ 00:03:21.520 TaraCook: But I want to give the right answer, so, like, and the whole Lanier thing, I don’t know, that’s why… yes, school me.
17 00:03:21.520 ⇒ 00:03:38.550 JanieceGarcia: That’s fine. So, with that, Amber, because I’m even, you know, and I know I’ve added you on some of our tickets, because I feel like even though I’ve updated the central doc, things are still not coming through. So, is there an actual format
18 00:03:39.720 ⇒ 00:03:42.819 JanieceGarcia: For us to put in for the central dock.
19 00:03:43.070 ⇒ 00:03:46.770 JanieceGarcia: To be able to make sure things are coming in properly.
20 00:03:46.960 ⇒ 00:03:47.590 Amber Lin: You know….
21 00:03:47.590 ⇒ 00:03:48.389 ShannonMartinez: Also, add the template.
22 00:03:48.390 ⇒ 00:03:49.270 Amber Lin: samples?
23 00:03:49.670 ⇒ 00:03:56.370 Amber Lin: Can you give me a few examples of the ones that’s, the updates are not coming through?
24 00:03:57.280 ⇒ 00:04:03.560 JanieceGarcia: Okay, let me see what I’ve… assigned… To you!
25 00:04:19.050 ⇒ 00:04:23.600 JanieceGarcia: So I did one, I have from 6 days ago.
26 00:04:23.770 ⇒ 00:04:29.549 JanieceGarcia: I added you and Casey. It’s the one all the way down at the bottom.
27 00:04:29.730 ⇒ 00:04:35.569 JanieceGarcia: That one I added in for residential and commercial. That’s a new one.
28 00:04:36.450 ⇒ 00:04:38.540 Amber Lin: What number is the ticket?
29 00:04:38.710 ⇒ 00:04:39.350 Amber Lin: We’re hilarious.
30 00:04:39.800 ⇒ 00:04:40.590 Amber Lin: Hi, bro.
31 00:04:40.590 ⇒ 00:04:41.680 JanieceGarcia: 633?
32 00:04:42.380 ⇒ 00:04:44.470 Amber Lin: 633….
33 00:04:44.990 ⇒ 00:04:49.299 JanieceGarcia: And then if the ones that are done, how can I make them disappear off my inbox?
34 00:04:49.550 ⇒ 00:04:58.930 Amber Lin: … Let me share… actually, let me share a screen here. So… …
35 00:04:59.350 ⇒ 00:05:04.909 Amber Lin: Quickly, Tara, for you as well, so when feedback comes in, it goes here.
36 00:05:05.730 ⇒ 00:05:08.499 Amber Lin: And then here is, like, our…
37 00:05:08.770 ⇒ 00:05:19.610 Amber Lin: place where we assign different things. So, for instance, this I will assign to Tar, and then change the status to To Do, and then once that’s done, it goes into…
38 00:05:20.220 ⇒ 00:05:28.319 Amber Lin: our current cycle, so what we’re doing right now. And I think these ones, it says they’re in, say.
39 00:05:28.740 ⇒ 00:05:36.430 Amber Lin: They’re in the internal review status. If you want it to be done, you can change it to done, and I think
40 00:05:36.590 ⇒ 00:05:44.390 Amber Lin: Why it’s still showing up in either your issues or your inbox could be that
41 00:05:44.750 ⇒ 00:05:55.110 Amber Lin: But… Right now, you can either select show all completed issues, Or select to show none.
42 00:05:56.490 ⇒ 00:06:01.060 Amber Lin: Janiece, are you looking at your issues in… in your….
43 00:06:01.060 ⇒ 00:06:02.949 JanieceGarcia: I’m looking at my inbox.
44 00:06:03.130 ⇒ 00:06:13.699 Amber Lin: I see. I think the inbox is just, like, messages, so I don’t think it will… it’s not going to go away, but here’s another way that you can track your…
45 00:06:13.820 ⇒ 00:06:24.970 Amber Lin: tickets as well, so under inbox is my issue, so this is everything that was assigned to me, and I use that to track if I’ve completed them.
46 00:06:30.230 ⇒ 00:06:30.770 JanieceGarcia: Hmm.
47 00:06:31.370 ⇒ 00:06:43.219 Amber Lin: I can also record a video, to walk everyone through that, but I want to address the feedback that you were talking about first.
48 00:06:43.750 ⇒ 00:06:45.069 Amber Lin: Is it this one?
49 00:06:49.510 ⇒ 00:06:51.659 JanieceGarcia: But like that, that’s in the central dock now.
50 00:06:52.510 ⇒ 00:06:53.030 Amber Lin: Okay.
51 00:06:53.030 ⇒ 00:06:58.110 JanieceGarcia: I just wanted to make more sense, but that’s in the central doc, so how do I make that come out?
52 00:06:59.420 ⇒ 00:07:00.130 Amber Lin: Okay.
53 00:07:00.340 ⇒ 00:07:00.820 JanieceGarcia: Properly.
54 00:07:00.820 ⇒ 00:07:04.390 Amber Lin: … Oh, questionancing.
55 00:07:07.660 ⇒ 00:07:08.340 Amber Lin: Let’s see…
56 00:07:15.160 ⇒ 00:07:26.430 Amber Lin: I think problems like this, if we tested it and it still doesn’t show up, you can assign it to me or assign it to Casey. Is this… Okay, so that one’s coming up, yeah.
57 00:07:26.690 ⇒ 00:07:27.550 Amber Lin: Okay.
58 00:07:28.420 ⇒ 00:07:29.330 Amber Lin: Sounds good.
59 00:07:29.330 ⇒ 00:07:31.039 JanieceGarcia: So I’m gonna do done.
60 00:07:32.090 ⇒ 00:07:36.870 Amber Lin: Do we need to inform? We should inform the people who asked it.
61 00:07:37.750 ⇒ 00:07:49.550 Amber Lin: Okay, I can change it to internal review, and then if we can send that message to the people that things has been changed, then we… I think we can close it.
62 00:07:50.270 ⇒ 00:07:55.269 Amber Lin: We can send it in the CSR… feedback channel.
63 00:07:55.270 ⇒ 00:07:56.490 JanieceGarcia: feedback channel.
64 00:07:58.190 ⇒ 00:07:59.030 Amber Lin: Yep.
65 00:07:59.440 ⇒ 00:08:15.809 Amber Lin: So… and yes, Janice, if there’s anything else that you added it to the central doc, feel free to take a screenshot of what’s in the central doc, so that when we go test it, we know what we should… what we should look for, and then you can assign it to me or assign it to Casey.
66 00:08:16.030 ⇒ 00:08:17.319 Amber Lin: So you can click on….
67 00:08:17.320 ⇒ 00:08:22.999 JanieceGarcia: Okay, so if I am just adding you guys and not officially assigning it to you guys.
68 00:08:23.260 ⇒ 00:08:27.610 JanieceGarcia: Because I do see, like, there’s some in there that I’ve added.
69 00:08:27.730 ⇒ 00:08:32.350 JanieceGarcia: And… there’s nothing else that’s being done, so if I’m not.
70 00:08:32.350 ⇒ 00:08:32.750 Amber Lin: Hmm.
71 00:08:32.750 ⇒ 00:08:33.840 JanieceGarcia: changing that.
72 00:08:34.580 ⇒ 00:08:37.479 Amber Lin: I think it’s because there’s so many…
73 00:08:37.480 ⇒ 00:08:58.419 Amber Lin: right here, and Casey gets a lot of different tasks and notifications. I also get a lot of them sometimes, they could just get lost in the messages, but if you were to assign it to us, every day we all look at the tasks that we need to do here, and then we do those updates, because you can tell my inbox is just…
74 00:08:58.420 ⇒ 00:09:07.100 Amber Lin: a lot… a lot of things. So every time someone changes the status, I get an update here, and it tends to get overwhelmed.
75 00:09:10.960 ⇒ 00:09:22.849 Amber Lin: So you can always, once you’re sure, okay, it’s in the central doc, then it’s not your problem, then just change it to me, or change it to Casey, and then we can help you from there.
76 00:09:23.060 ⇒ 00:09:23.630 JanieceGarcia: M.
77 00:09:25.680 ⇒ 00:09:30.489 Amber Lin: Yeah, I’m Okay, I want to walk you guys through… yeah, go ahead.
78 00:09:30.490 ⇒ 00:09:31.520 JanieceGarcia: No, no, no, go ahead.
79 00:09:32.310 ⇒ 00:09:51.359 Amber Lin: Since all you’re here, I want to walk you through how to use this system and how to triage tasks, because sometimes I worry… I always worry that, okay, the tasks are going to sit there for too long. I wanted to at least assign someone to it as soon as possible. I want to make sure everybody here
80 00:09:51.360 ⇒ 00:09:55.780 Amber Lin: knows how to triage and assign, so…
81 00:09:56.210 ⇒ 00:10:08.709 Amber Lin: For instance, let’s look at this feedback here. We see that it’s from mechanical, so I would assign this to Tara. So I would search here for Tara.
82 00:10:10.220 ⇒ 00:10:15.360 Amber Lin: And then I will look at the feedback, …
83 00:10:16.460 ⇒ 00:10:21.119 Amber Lin: And I think on that, we need to check if this is in the central dock.
84 00:10:21.390 ⇒ 00:10:28.700 Amber Lin: Usually I would… in this case, I would still assign it to Tara, and if Tara finds that this is in the central dock.
85 00:10:28.700 ⇒ 00:10:53.329 Amber Lin: then you can change the assignee to me or to Casey, and then we’ll go make sure that Andy is relaying that information correctly, but I think we should check if it’s in the central doc first, so we know what we should expect. And after I do that, we can assign a priority. Some of the issues are very urgent, because it affects a lot of people. Some of them can’t wait.
86 00:10:53.490 ⇒ 00:11:02.729 Amber Lin: say, for a few days. So, depending on that, we can assign the priorities. So, it seems like this is correct, but, …
87 00:11:03.400 ⇒ 00:11:14.330 Amber Lin: It needs two specialists, so I would say that this is medium priority. I saw an issue before, it’s similar to this. I’m gonna change this to… to-do.
88 00:11:15.140 ⇒ 00:11:18.770 Amber Lin: And then you’ll be able to see…
89 00:11:20.350 ⇒ 00:11:26.439 Amber Lin: this issue here. Tara, are you able to log in to Linear?
90 00:11:28.190 ⇒ 00:11:40.940 TaraCook: Yes, I do have it pulled up. I am there with you now. I have it pulled up, but I also have the central dock located, so that was part of my question, too, so…
91 00:11:41.320 ⇒ 00:11:43.449 TaraCook: The information is in the central dog.
92 00:11:43.740 ⇒ 00:11:44.609 Amber Lin: I….
93 00:11:44.610 ⇒ 00:11:47.669 TaraCook: I have access to it. I can go in there and…
94 00:11:47.920 ⇒ 00:12:00.210 TaraCook: just edit away, and we’ll be good, and then I’ll let you guys know that I’ve updated the central doc, and it’s good to go. Janice is shaking her head, nodding her head, ferociously, yes. Okay.
95 00:12:00.210 ⇒ 00:12:19.409 JanieceGarcia: what I can do is I can go ahead and, set, even if it’s, like, 30 minutes, or an hour, and work with you in regards to the central doc. The biggest thing and, like, something that I do is when I go and I edit the central doc and I update it, I go back and ask that same exact question.
96 00:12:19.410 ⇒ 00:12:20.600 TaraCook: To make sure that it….
97 00:12:20.650 ⇒ 00:12:25.030 JanieceGarcia: it’s going through. Some things do.
98 00:12:25.140 ⇒ 00:12:31.229 JanieceGarcia: Some things are pretty funny in regards to how you enter it in the Central Doc, so it just depends.
99 00:12:31.830 ⇒ 00:12:32.859 TaraCook: That’s good to know.
100 00:12:32.860 ⇒ 00:12:37.560 JanieceGarcia: That’s where I… I would like us to get to where it’s an actual…
101 00:12:37.690 ⇒ 00:12:42.340 JanieceGarcia: Certain type of formula or form that we are putting in there.
102 00:12:42.850 ⇒ 00:12:47.979 TaraCook: And then we just let it be known in our Andy chat that I’ve updated the central doc.
103 00:12:48.880 ⇒ 00:12:51.140 TaraCook: I’m sorry, y’all. Yes?
104 00:12:52.520 ⇒ 00:13:16.400 Amber Lin: you can… you can send… you can put a screenshot in the comments, you can… if it’s… if Andy’s still not responding with the right information, you can always leave it here and assign it to us, and then we’ll go take care of it. Usually, after you update the central doc, it takes about 5 minutes at max, for Andy to notice the difference and then update his knowledge system.
105 00:13:16.560 ⇒ 00:13:25.299 Amber Lin: So, if it doesn’t update after that, please let us know, and we’ll make sure to make it, make it work, because that’s very important.
106 00:13:25.990 ⇒ 00:13:34.900 Amber Lin: So, for instance, here, … So that’s… where would that be in the central dock?
107 00:13:41.440 ⇒ 00:13:49.579 TaraCook: So, I did a search of how to schedule scheduling AMP, and it looks like there is a…
108 00:13:51.280 ⇒ 00:13:55.509 TaraCook: It’s missing, that SOP is… or how to schedule… is this it?
109 00:13:55.660 ⇒ 00:13:57.239 Amber Lin: Oh, no, no, no, this is it.
110 00:13:57.570 ⇒ 00:13:58.580 Amber Lin: Okay.
111 00:13:59.870 ⇒ 00:14:04.290 TaraCook: It is, it just didn’t have the 4 or more.
112 00:14:04.290 ⇒ 00:14:19.849 Amber Lin: Yeah, let’s… let’s include it there. Where would we add it? So, we know that it should be two technicians for 4 or more systems. Where in here would we do that? So, after the date?
113 00:14:20.210 ⇒ 00:14:22.379 Amber Lin: Or after the time window?
114 00:14:23.340 ⇒ 00:14:26.469 TaraCook: You should honestly be ready to do that as you’re….
115 00:14:27.990 ⇒ 00:14:28.590 Amber Lin: Here?
116 00:14:29.790 ⇒ 00:14:38.969 TaraCook: I’m selecting… No, I would actually do it, like, 2.3.
117 00:14:39.630 ⇒ 00:14:41.040 TaraCook: Up higher, -
118 00:14:41.680 ⇒ 00:14:44.829 TaraCook: Because depending… you’re going to look at the program and see how many.
119 00:14:44.830 ⇒ 00:14:45.300 Amber Lin: systems that.
120 00:14:45.300 ⇒ 00:14:48.559 TaraCook: They have, and then after that, if it… I would say there.
121 00:14:48.820 ⇒ 00:14:51.809 TaraCook: Because after that, if it’s 4… yep.
122 00:14:52.610 ⇒ 00:14:53.580 Amber Lin: Gotcha.
123 00:14:53.580 ⇒ 00:14:54.859 TaraCook: Scheduled as a first dump.
124 00:14:57.470 ⇒ 00:15:00.259 Amber Lin: Schedule as a….
125 00:15:01.180 ⇒ 00:15:02.130 JanieceGarcia: First stop.
126 00:15:02.130 ⇒ 00:15:03.329 TaraCook: First up.
127 00:15:03.330 ⇒ 00:15:04.730 Amber Lin: There’s stop.
128 00:15:05.510 ⇒ 00:15:06.420 Amber Lin: Okay.
129 00:15:06.660 ⇒ 00:15:08.639 TaraCook: But I would also…
130 00:15:09.480 ⇒ 00:15:14.049 TaraCook: If it’s 3 plus systems, it has to be scheduled as a first stop.
131 00:15:15.130 ⇒ 00:15:16.540 TaraCook: That should also be in there.
132 00:15:17.850 ⇒ 00:15:22.640 Amber Lin: So that would be… Included just here.
133 00:15:23.370 ⇒ 00:15:23.880 TaraCook: Yep.
134 00:15:29.820 ⇒ 00:15:34.649 TaraCook: I would put, like, maybe… and if it’s 4 more, it has to be with two technicians.
135 00:15:37.290 ⇒ 00:15:38.730 TaraCook: Kinda, like, flip that.
136 00:15:47.090 ⇒ 00:15:47.840 Amber Lin: happiness.
137 00:15:51.380 ⇒ 00:16:02.519 ShannonMartinez: Guys, I’m gonna bow out gracefully. I am intensely screening, new hire candidates, so I will let y’all go, and I’ll see you later, bye!
138 00:16:02.680 ⇒ 00:16:04.030 TaraCook: Bye! Bye, Shannon!
139 00:16:04.030 ⇒ 00:16:04.700 ShannonMartinez: Bye.
140 00:16:08.040 ⇒ 00:16:15.079 Amber Lin: Okay, I will… do this… And then take a screenshot.
141 00:16:15.620 ⇒ 00:16:19.229 Amber Lin: Put it in here to show that we’ve updated it.
142 00:16:19.600 ⇒ 00:16:23.060 Amber Lin: And then, let’s go test with Andy.
143 00:16:24.100 ⇒ 00:16:27.229 Amber Lin: And then let’s see what…
144 00:16:28.330 ⇒ 00:16:34.850 Amber Lin: If Andy has updated it yet… I was like, what?
145 00:16:38.450 ⇒ 00:16:49.229 Amber Lin: Yeah, cool. Yeah, the team is working on it for these obvious questions that… so it doesn’t clarify these very, very obvious questions. I’ll see.
146 00:16:50.000 ⇒ 00:16:52.609 Amber Lin: Okay, it has not updated yet.
147 00:16:53.530 ⇒ 00:17:00.020 Amber Lin: Okay. Yeah, well, I think the biggest thing is that this is the first part of the tax and finance is related to.
148 00:17:00.150 ⇒ 00:17:05.449 Amber Lin: Alright, since this is already updated in the Central Doc, I will assign this
149 00:17:05.579 ⇒ 00:17:20.560 Amber Lin: To me, so that I can go check maybe 5-10 minutes later to see if it has updated, but this would be how we can update the central doc. Like, if we do update it, we can send an update in the… to the CSRs.
150 00:17:20.560 ⇒ 00:17:25.630 Amber Lin: We can also put an update here in these tickets.
151 00:17:27.589 ⇒ 00:17:38.860 Amber Lin: And I think let’s practice with these, the rest of these. So I think this is Inspector…
152 00:17:39.510 ⇒ 00:17:45.859 Amber Lin: Zip code… So usually I take this…
153 00:17:52.500 ⇒ 00:17:58.230 Amber Lin: And I go to… This spreadsheet.
154 00:18:03.730 ⇒ 00:18:04.890 Amber Lin: Can you use what you think.
155 00:18:05.720 ⇒ 00:18:11.420 Amber Lin: Wait, cool.
156 00:18:12.410 ⇒ 00:18:13.970 Amber Lin: Ruben?
157 00:18:17.770 ⇒ 00:18:18.730 Amber Lin: Oh.
158 00:18:18.950 ⇒ 00:18:21.960 Amber Lin: This responding for commercial.
159 00:18:23.440 ⇒ 00:18:26.550 Amber Lin: But, like, every time we do that as well, the same goddamn.
160 00:18:26.840 ⇒ 00:18:31.769 Amber Lin: Okay, this is an issue I’m gonna assign to Casey.
161 00:18:31.960 ⇒ 00:18:39.809 Amber Lin: I think Andy doesn’t understand…
162 00:18:40.040 ⇒ 00:18:49.719 Amber Lin: universal inspectors, because it just knows what inspectors are in these zip codes. I’m gonna try this.
163 00:18:50.660 ⇒ 00:18:53.979 Amber Lin: And ask God.
164 00:18:54.860 ⇒ 00:18:57.149 Amber Lin: So I’ll assign this to Casey.
165 00:18:57.620 ⇒ 00:19:01.329 Amber Lin: Say it’s to do… I’m gonna say it’s…
166 00:19:01.970 ⇒ 00:19:05.330 Amber Lin: Urgent, because this is, issued there.
167 00:19:07.140 ⇒ 00:19:08.330 Amber Lin: Oh, gosh.
168 00:19:27.860 ⇒ 00:19:33.730 Amber Lin: Okay, so it does give the inspectors for…
169 00:19:35.480 ⇒ 00:19:38.120 Amber Lin: Or these, but I don’t think it…
170 00:19:39.170 ⇒ 00:19:43.659 Amber Lin: I don’t think it understands what universal inspectors are.
171 00:19:45.350 ⇒ 00:19:50.650 Amber Lin: Unavailable. … We’ll take a screenshot.
172 00:19:51.220 ⇒ 00:19:53.560 Amber Lin: Showcase, see what’s going on.
173 00:19:57.310 ⇒ 00:20:04.470 JanieceGarcia: I mean, because that is truly the biggest deal. I mean, our universal inspectors can do lawn…
174 00:20:04.660 ⇒ 00:20:10.320 JanieceGarcia: For residential can do lawn mowing, lawn care, holiday lights.
175 00:20:10.470 ⇒ 00:20:17.569 JanieceGarcia: They’re gonna be able to do window washing, gutter cleaning, power washing, so…
176 00:20:19.310 ⇒ 00:20:25.470 JanieceGarcia: I know you guys have that sheet broken down, into each…
177 00:20:25.680 ⇒ 00:20:29.919 JanieceGarcia: one, but I think that’s where the mix-up is coming.
178 00:20:30.090 ⇒ 00:20:31.290 JanieceGarcia: to play.
179 00:20:32.970 ⇒ 00:20:39.110 JanieceGarcia: And maybe not, because truthfully, like, on that one from yesterday, where, Shannon was asking.
180 00:20:39.220 ⇒ 00:20:52.409 JanieceGarcia: can you please take Mike Matthews or the zip code off of Mike Matthews for… on our inspector sheet? And I’m like, but Andy’s giving the right information, because we have to leave him on the inspector… inspector sheet, because he can bid
181 00:20:52.530 ⇒ 00:20:57.739 JanieceGarcia: Holiday Lights, but he’s not able to do the thrall
182 00:20:57.980 ⇒ 00:21:00.540 JanieceGarcia: zip code or area for pests.
183 00:21:00.540 ⇒ 00:21:01.450 Amber Lin: Control.
184 00:21:02.900 ⇒ 00:21:06.489 JanieceGarcia: So, I don’t know, it’s just one of those conflicting things.
185 00:21:06.490 ⇒ 00:21:11.790 Amber Lin: Yeah, totally. I think a solution to that would be to…
186 00:21:11.870 ⇒ 00:21:31.690 Amber Lin: define what people mean when they say universal inspectors. And I think a problem with… I think it’s just… if we say universal, Andy can return, say, pest inspectors, mosquito, and then lawn, so he’ll just return the specific categories.
187 00:21:31.690 ⇒ 00:21:38.789 Amber Lin: Under the universal inspectors right now, I just think with this wording, Andy doesn’t know what this means.
188 00:21:39.190 ⇒ 00:21:39.960 JanieceGarcia: Yeah, no.
189 00:21:40.280 ⇒ 00:21:40.750 Amber Lin: Yeah.
190 00:21:40.750 ⇒ 00:21:45.260 JanieceGarcia: But you know what? I mean, I even like the fact that he breaks that down, because some people…
191 00:21:45.420 ⇒ 00:21:50.070 JanieceGarcia: We’ll even go in and say, oh, well, Universal Inspector, and think that they can bid
192 00:21:50.480 ⇒ 00:21:56.660 JanieceGarcia: handyman services, I don’t know, I’m just throwing it out there. But, you know, and they can’t… So….
193 00:21:57.950 ⇒ 00:22:00.710 Amber Lin: So, ask CSRs to….
194 00:22:01.000 ⇒ 00:22:05.569 JanieceGarcia: clarify… The specific service needed.
195 00:22:08.360 ⇒ 00:22:15.600 Amber Lin: Okay, gotcha. So that’s assigned to Casey enough. Then, next from Susie, this is from Mechanical.
196 00:22:15.600 ⇒ 00:22:16.090 JanieceGarcia: Yay!
197 00:22:16.090 ⇒ 00:22:16.610 Amber Lin: Hmm.
198 00:22:17.300 ⇒ 00:22:24.159 Amber Lin: So, that’s also something that I think we should update it, so I will assign this to Tara.
199 00:22:24.280 ⇒ 00:22:27.730 Amber Lin: And I’m gonna say this is… To do…
200 00:22:27.840 ⇒ 00:22:33.240 Amber Lin: What would the priority be on this? This is a price mismatch.
201 00:22:33.510 ⇒ 00:22:41.660 TaraCook: I would say, like, honestly, because we have a lot more requests for those lately, I would put it as a high priority.
202 00:22:41.810 ⇒ 00:22:49.560 TaraCook: And I’m going to double check to make sure that filter… but I know that it should be right….
203 00:22:49.760 ⇒ 00:22:55.920 Amber Lin: I’m gonna go to the mechanical central dock here. I’m gonna search for…
204 00:22:56.620 ⇒ 00:23:02.009 Amber Lin: E-R-O… I see. I think it’s….
205 00:23:02.610 ⇒ 00:23:11.170 TaraCook: 170, 72, 236, 94, 20958… I think that was right.
206 00:23:12.550 ⇒ 00:23:19.730 Amber Lin: Okay, let’s see where it got… so this should be… this is the right one.
207 00:23:20.330 ⇒ 00:23:23.730 Amber Lin: So… I think we could do….
208 00:23:25.190 ⇒ 00:23:27.040 TaraCook: Yeah, all that pricing is right.
209 00:23:27.350 ⇒ 00:23:29.559 Amber Lin: Okay, I’m gonna just move it here.
210 00:23:33.580 ⇒ 00:23:35.940 Amber Lin: I see.
211 00:23:36.300 ⇒ 00:23:45.970 Amber Lin: … Screenshot it here… I don’t know where I got that. 150… Wait.
212 00:23:47.440 ⇒ 00:23:48.350 Amber Lin: Huh?
213 00:23:50.040 ⇒ 00:23:51.939 Amber Lin: Where did it get this bill?
214 00:23:51.940 ⇒ 00:23:59.119 TaraCook: Because that is true, and that is, like, we… if we only deliver the filters, no install, there is a deliver… a 25 delivery fee.
215 00:23:59.390 ⇒ 00:24:00.960 TaraCook: See right there? And, yep.
216 00:24:00.960 ⇒ 00:24:04.240 Amber Lin: Oh… Okay.
217 00:24:04.360 ⇒ 00:24:07.729 Amber Lin: But where did I get these base costs?
218 00:24:12.080 ⇒ 00:24:13.600 TaraCook: I don’t know about that.
219 00:24:14.230 ⇒ 00:24:15.480 Amber Lin: That’s….
220 00:24:15.480 ⇒ 00:24:22.569 TaraCook: That’s old pricing. Yeah, that’s old, but that right there is right. What’s on the central dock, that’s the right pricing.
221 00:24:29.920 ⇒ 00:24:30.680 TaraCook: God bless you!
222 00:24:30.680 ⇒ 00:24:36.980 Amber Lin: I’m wondering if we… if we noted us somewhere else for filters.
223 00:24:37.770 ⇒ 00:24:40.460 Amber Lin: I just don’t know where it came from.
224 00:24:41.840 ⇒ 00:24:47.040 Amber Lin: I think it’s getting… oh my, filter.
225 00:24:50.640 ⇒ 00:24:51.420 Amber Lin: Okay.
226 00:24:52.610 ⇒ 00:25:00.230 Amber Lin: Okay, I’m just gonna say… This is not right. I’m gonna assign this to… Or team.
227 00:25:03.480 ⇒ 00:25:04.780 Amber Lin: Well, I thought it was clever.
228 00:25:10.650 ⇒ 00:25:11.540 Amber Lin: Okay.
229 00:25:18.840 ⇒ 00:25:21.630 Amber Lin: Or… what does it mean for the…
230 00:25:21.810 ⇒ 00:25:25.800 Amber Lin: for the ER, it seems like it’s for different….
231 00:25:27.340 ⇒ 00:25:28.050 JanieceGarcia: Emerging?
232 00:25:28.550 ⇒ 00:25:31.299 JanieceGarcia: VR… oh, I don’t know. That’s mechanical.
233 00:25:33.900 ⇒ 00:25:35.170 Amber Lin: Maybe that’s the warning.
234 00:25:35.170 ⇒ 00:25:47.390 TaraCook: the brand, an ERO, that is the… it’s like the model. An ERO and, yeah, ERO375 and 385, those are the brands, the model, sorry.
235 00:25:56.650 ⇒ 00:25:57.839 Amber Lin: You know, hey, it’s.
236 00:25:57.840 ⇒ 00:25:59.470 TaraCook: Yeah, no, that’s the wrong pricing.
237 00:25:59.470 ⇒ 00:26:06.340 Amber Lin: I don’t know where it’s getting it from. … Alright.
238 00:26:09.130 ⇒ 00:26:12.110 Amber Lin: I’m gonna assign this to Casey.
239 00:26:12.690 ⇒ 00:26:15.499 Amber Lin: I’m gonna turn this… it’s urgent.
240 00:26:15.960 ⇒ 00:26:19.100 Amber Lin: And then let’s look at the next one from Amy.
241 00:26:19.660 ⇒ 00:26:21.790 Amber Lin: Says this is incorrect.
242 00:26:22.540 ⇒ 00:26:25.249 Amber Lin: How do you apply existing credit?
243 00:26:25.800 ⇒ 00:26:32.069 Amber Lin: … I don’t know if the billing info is updated yet. Janice, is this correct?
244 00:26:34.240 ⇒ 00:26:36.320 JanieceGarcia: They’re working on the billing info.
245 00:26:36.320 ⇒ 00:26:39.609 Amber Lin: Hmm, okay, so is this something that we should work on?
246 00:26:39.610 ⇒ 00:26:42.439 JanieceGarcia: How do you apply an existing credit on the account?
247 00:26:44.300 ⇒ 00:26:45.359 Amber Lin: Let me know.
248 00:26:51.250 ⇒ 00:26:53.120 Amber Lin: I can search what’s here.
249 00:26:55.370 ⇒ 00:26:57.630 JanieceGarcia: Look at that one, I wanna see that one.
250 00:26:58.450 ⇒ 00:27:03.310 Amber Lin: Building… … credits?
251 00:27:04.400 ⇒ 00:27:09.690 JanieceGarcia: Because I was actually… I think I was actually looking at something for that… Anyway….
252 00:27:09.690 ⇒ 00:27:10.410 Amber Lin: useful.
253 00:27:11.160 ⇒ 00:27:17.960 JanieceGarcia: Applying payments or credit, so click on the green plus sign, click the payment, enter the amount, choose the payment method.
254 00:27:18.290 ⇒ 00:27:21.890 JanieceGarcia: Must be a credit card or credit on file….
255 00:27:21.890 ⇒ 00:27:22.330 Amber Lin: Oh, bye.
256 00:27:22.330 ⇒ 00:27:27.930 JanieceGarcia: Credit on the account, so… Click the billing… yeah, it’s in there.
257 00:27:29.080 ⇒ 00:27:31.830 JanieceGarcia: So why is it not coming out with the correct…
258 00:27:48.410 ⇒ 00:27:53.540 JanieceGarcia: I don’t understand what she’s asking. I’m almost thinking she’s not too sure. Hold on.
259 00:27:54.550 ⇒ 00:27:56.459 JanieceGarcia: That was Amy, right?
260 00:27:59.150 ⇒ 00:28:02.789 Amber Lin: I mean, maybe these steps are too general?
261 00:28:04.230 ⇒ 00:28:05.070 Amber Lin: Follow me.
262 00:28:06.630 ⇒ 00:28:08.170 JanieceGarcia: I’m not clear enough.
263 00:28:09.390 ⇒ 00:28:10.420 Amber Lin: Yeah.
264 00:28:15.010 ⇒ 00:28:17.220 Amber Lin: Let’s see, …
265 00:28:20.640 ⇒ 00:28:23.699 Amber Lin: I’m gonna have the internal team check…
266 00:28:24.000 ⇒ 00:28:37.900 Amber Lin: If things are mixing, getting mixed up, … Let’s see… Trinity… Aye.
267 00:28:41.060 ⇒ 00:28:47.140 Amber Lin: Is this… Is this wrong?
268 00:28:48.340 ⇒ 00:28:51.829 Amber Lin: I don’t see any backup on the sheet for….
269 00:28:53.550 ⇒ 00:28:55.930 JanieceGarcia: Jonathan Jobert is our….
270 00:28:56.460 ⇒ 00:29:00.190 Amber Lin: Yeah, it seems to be… The only one.
271 00:29:01.680 ⇒ 00:29:08.900 JanieceGarcia: And he’s drywood and bed bug. That’s what I was trying to tell you guys. The fumigation and drywood, it’s the same person.
272 00:29:17.910 ⇒ 00:29:20.230 Amber Lin: So, that would just be Jonathan.
273 00:29:21.260 ⇒ 00:29:24.190 Amber Lin: So there should be no backup, is that…?
274 00:29:24.190 ⇒ 00:29:28.620 JanieceGarcia: I’m double-checking our inspector sheet that we have.
275 00:29:30.640 ⇒ 00:29:32.930 JanieceGarcia: Or… bed bug…
276 00:29:43.900 ⇒ 00:29:47.620 JanieceGarcia: Yeah, I don’t show that there’s any… Backup.
277 00:29:51.550 ⇒ 00:29:53.880 Amber Lin: All assigned to the team.
278 00:29:55.020 ⇒ 00:30:00.000 Amber Lin: JC, introduce… …
279 00:30:03.760 ⇒ 00:30:04.600 Amber Lin: Okay.
280 00:30:05.000 ⇒ 00:30:13.110 Amber Lin: And then from Susie… … okay, we need more info.
281 00:30:13.460 ⇒ 00:30:17.019 Amber Lin: on this, I think she asked about something.
282 00:30:18.730 ⇒ 00:30:21.489 Amber Lin: Hopkins was not doing anything.
283 00:30:25.080 ⇒ 00:30:26.080 Amber Lin: True.
284 00:30:27.600 ⇒ 00:30:33.720 Amber Lin: And lastly, from Tara… Gas inspections…
285 00:30:37.380 ⇒ 00:30:42.579 Amber Lin: Okay, so we do that. Is that in the… Central dog, somewhere.
286 00:30:44.290 ⇒ 00:30:47.700 Amber Lin: For gas inspections.
287 00:30:48.090 ⇒ 00:30:49.949 JanieceGarcia: Sorry, is that in the central doc?
288 00:30:50.240 ⇒ 00:30:56.979 TaraCook: I added it, I added it while we were on this meeting, but hey, you guys, I do have to hop out myself, because we’re getting hit really, really hard right now.
289 00:30:57.190 ⇒ 00:31:06.529 TaraCook: But, I did add this in there, the gas inspection, because I thought whenever RAN sent it in, I never went back in.
290 00:31:06.920 ⇒ 00:31:24.119 TaraCook: updated it. Now that I know how to, I got it. So, going forward, if it does come through, and it needs to be updated, I can update it in real time, and then, we’re good on this going forward. So, yeah, I did update it with the right information, and the four system amp is good to go, too, so we’re good.
291 00:31:24.920 ⇒ 00:31:25.359 JanieceGarcia: Fully insane.
292 00:31:25.360 ⇒ 00:31:25.810 Amber Lin: That’s great.
293 00:31:25.810 ⇒ 00:31:26.580 TaraCook: Bye, ladies!
294 00:31:26.580 ⇒ 00:31:27.630 JanieceGarcia: Thanks, Bye!
295 00:31:27.630 ⇒ 00:31:28.580 Amber Lin: Thank you!
296 00:31:31.700 ⇒ 00:31:32.380 Amber Lin: Sure.
297 00:31:32.770 ⇒ 00:31:36.610 Amber Lin: Okay, Janice, any other questions you want to address?
298 00:31:37.920 ⇒ 00:31:44.690 JanieceGarcia: No, I don’t think so. I’m seeing if I can get some more information for us, from Amy’s…
299 00:31:45.100 ⇒ 00:31:51.019 JanieceGarcia: Question, because it is… it does say in their credits on the account, ….
300 00:31:52.880 ⇒ 00:31:57.530 Amber Lin: I think it might not be as specific as it needs.
301 00:31:57.770 ⇒ 00:31:59.680 Amber Lin: I was just trying.
302 00:31:59.680 ⇒ 00:32:01.020 JanieceGarcia: No, it’s not.
303 00:32:01.020 ⇒ 00:32:13.750 Amber Lin: Central Doc, yeah. I think sometimes, because I think originally we wanted answers to be more brief, so now Andy sometimes makes… doesn’t return the exact text.
304 00:32:13.890 ⇒ 00:32:18.710 Amber Lin: on the document, so I think I’m gonna ask… …
305 00:32:19.510 ⇒ 00:32:23.800 Amber Lin: Ask the team if we can change things so we return the exact text.
306 00:32:24.940 ⇒ 00:32:27.939 JanieceGarcia: Okay, cause I think what….
307 00:32:27.940 ⇒ 00:32:30.490 Amber Lin: Yeah, cause what, ….
308 00:32:31.740 ⇒ 00:32:37.250 JanieceGarcia: she’s looking for, she was like, well, clicking on payment, there’s not an actual payment.
309 00:32:37.380 ⇒ 00:32:46.829 JanieceGarcia: So, I may end up needing to add … Let me see… payments…
310 00:32:50.350 ⇒ 00:33:06.389 JanieceGarcia: I may need to actually add a deal where it says you would have to click on the invoice, but I thought that put it there. Enter the dollar amount, click on the payment in the… verify the payment amount, choose the payment method.
311 00:33:07.540 ⇒ 00:33:08.559 Amber Lin: Might be alright.
312 00:33:08.700 ⇒ 00:33:10.490 JanieceGarcia: or apply….
313 00:33:11.140 ⇒ 00:33:18.599 Amber Lin: Hmm. Janice, do you want me to assign this to you for now, and once you update it, you can have the team update how we do it? Okay.
314 00:33:18.600 ⇒ 00:33:20.310 JanieceGarcia: Yeah, go ahead and do that, please.
315 00:33:20.310 ⇒ 00:33:21.670 Amber Lin: Right, no.
316 00:33:22.210 ⇒ 00:33:24.189 JanieceGarcia: Yep, go ahead and do that.
317 00:33:24.340 ⇒ 00:33:24.750 Amber Lin: Okay.
318 00:33:24.750 ⇒ 00:33:30.240 JanieceGarcia: as it is, I gotta figure out how… how to actually get… To the credit itself.
319 00:33:30.240 ⇒ 00:33:42.300 Amber Lin: Awesome. I think I have one last question. Remember when we talked about the service managers updating the inspectors? Do we have the Google Sheet that they were using, and I….
320 00:33:42.300 ⇒ 00:33:42.750 JanieceGarcia: So….
321 00:33:42.750 ⇒ 00:33:45.769 Amber Lin: I can see the updates you made to the inspector sheet.
322 00:33:46.080 ⇒ 00:33:50.109 JanieceGarcia: Nobody is… nobody is actually, ….
323 00:33:50.110 ⇒ 00:33:50.760 Amber Lin: How are you using that?
324 00:33:50.760 ⇒ 00:33:52.620 JanieceGarcia: form, like they’re supposed to.
325 00:33:53.150 ⇒ 00:33:53.719 Amber Lin: I see.
326 00:33:53.720 ⇒ 00:33:57.449 JanieceGarcia: So, right now, that’s why I just sent you the emails that I have, because.
327 00:33:57.450 ⇒ 00:33:58.210 Amber Lin: Awesome.
328 00:33:58.340 ⇒ 00:34:04.939 JanieceGarcia: one time that that form’s been used, and that’s when, Yvette was actually with that person and was like.
329 00:34:04.940 ⇒ 00:34:07.490 Amber Lin: No, I hear you. Okay.
330 00:34:07.660 ⇒ 00:34:19.980 JanieceGarcia: We’ll work on… we’ll work on making a form that you can use, or at least something that you can copy and paste the email, and then maybe we can have AI recognize it, because it’s a lot of work for you.
331 00:34:20.010 ⇒ 00:34:23.059 Amber Lin: But do you… I don’t have access to this sheet.
332 00:34:23.190 ⇒ 00:34:24.590 Amber Lin: Yet, though.
333 00:34:25.100 ⇒ 00:34:26.150 Amber Lin: the… the.
334 00:34:26.150 ⇒ 00:34:26.710 JanieceGarcia: the….
335 00:34:26.710 ⇒ 00:34:30.029 Amber Lin: No zones. I don’t have access to the spreadsheet yet.
336 00:34:30.150 ⇒ 00:34:34.160 JanieceGarcia: The new one, what I did is I went and I just updated our regular inspector sheet.
337 00:34:34.750 ⇒ 00:34:35.870 Amber Lin: Oh, okay.
338 00:34:35.870 ⇒ 00:34:44.090 JanieceGarcia: But, I did go in, if you want to double check my work, I did go in the master without formulas, I updated that one.
339 00:34:44.290 ⇒ 00:34:45.949 Amber Lin: Mmm. Okay.
340 00:34:46.120 ⇒ 00:34:49.870 Amber Lin: Let me go check.
341 00:34:51.179 ⇒ 00:34:52.329 Amber Lin: I’m sure I’m back.
342 00:34:53.239 ⇒ 00:34:57.610 Amber Lin: Yeah, I’ll go, I’ll go check it in a bit. Thank you so much.
343 00:34:57.610 ⇒ 00:34:58.140 JanieceGarcia: Okay.
344 00:34:58.570 ⇒ 00:34:59.390 Amber Lin: Alright. Okay.
345 00:34:59.390 ⇒ 00:35:01.039 JanieceGarcia: Perfect. Well, thank you, ma’am!
346 00:35:01.520 ⇒ 00:35:03.419 Amber Lin: Thank you! Bye, Amber!