Meeting Title: Feedback Triage and Training Check-in Date: 2025-09-03 Meeting participants: JanieceGarcia, read.ai meeting notes, ShannonMartinez, Amber Lin
WEBVTT
1 00:05:24.170 ⇒ 00:05:25.479 ShannonMartinez: Are we doing pests?
2 00:05:29.370 ⇒ 00:05:45.440 JanieceGarcia: I think we’re gonna be able to go over… Amber, you can correct me, but, we already had everybody in that session that was mechanical overflow, and they’re the only ones that had, Andy, so we already had that session with them, and they… everybody else just got access today, so we…
3 00:05:45.440 ⇒ 00:05:46.150 Amber Lin: Yeah.
4 00:05:46.150 ⇒ 00:05:48.550 JanieceGarcia: Couldn’t do a session today.
5 00:05:48.550 ⇒ 00:06:03.239 Amber Lin: Yeah, I talked to Yvette earlier, and she was okay with that, so I think we’re good today. We just added all the mechanical, and then a few people from Home Improvement, so probably that’s who we’re gonna meet with next week, just to make sure they’re on board, but I think this week we’re good. We’re good.
6 00:06:03.980 ⇒ 00:06:04.750 ShannonMartinez: Okay.
7 00:06:04.940 ⇒ 00:06:06.730 ShannonMartinez: I would appreciate the extra time.
8 00:06:07.180 ⇒ 00:06:11.820 ShannonMartinez: I’m coming back from the 3-day weekend, and then having been off yesterday, so I’m like…
9 00:06:11.820 ⇒ 00:06:13.129 Amber Lin: Oh, that sounds awesome.
10 00:06:13.350 ⇒ 00:06:14.439 Amber Lin: Oh, it’s.
11 00:06:14.440 ⇒ 00:06:25.389 ShannonMartinez: But I’ve gotten… I’ve gotten down, you’d be so proud, like, despite the sunburn on my face, been able to power through, and I swear, I feel like a reptile on my nose.
12 00:06:25.390 ⇒ 00:06:34.909 Amber Lin: Oh, well, yesterday, I entered my first meeting in the morning, I opened my camera, I was like, oh no, I look like Rudolph, and I turned the camera off, because this is… just this patch was all red.
13 00:06:35.860 ⇒ 00:06:37.950 Amber Lin: I’m in the mountains right now.
14 00:06:37.950 ⇒ 00:06:39.200 ShannonMartinez: Oh, you are?
15 00:06:39.200 ⇒ 00:06:41.180 Amber Lin: Yeah, do you want to see? Let me…
16 00:06:41.180 ⇒ 00:06:45.489 ShannonMartinez: Yes, I do. Yeah, I just feel very scaly, I feel like a lizard.
17 00:06:46.270 ⇒ 00:06:47.440 Amber Lin: I’m here.
18 00:06:47.610 ⇒ 00:06:49.200 ShannonMartinez: Gorge!
19 00:06:49.200 ⇒ 00:06:50.180 Amber Lin: I’m in…
20 00:06:50.180 ⇒ 00:06:51.589 ShannonMartinez: Oh, I see!
21 00:06:51.590 ⇒ 00:06:56.810 Amber Lin: Lake Arrowhead, though, I do not see the lake from my… from this Airbnb, so…
22 00:06:56.810 ⇒ 00:06:57.490 ShannonMartinez: Yeah.
23 00:06:57.490 ⇒ 00:07:00.300 Amber Lin: I… I was peeling off my skin.
24 00:07:00.520 ⇒ 00:07:01.000 ShannonMartinez: Not a…
25 00:07:01.000 ⇒ 00:07:01.500 Amber Lin: because I.
26 00:07:01.500 ⇒ 00:07:04.409 ShannonMartinez: Not a bad, office view, for sure.
27 00:07:05.390 ⇒ 00:07:06.190 ShannonMartinez: Yeah.
28 00:07:07.150 ⇒ 00:07:07.900 ShannonMartinez: Very cool.
29 00:07:07.900 ⇒ 00:07:17.360 Amber Lin: I think today I just wanted to check in on how things are. I triaged everything on the feedback, so, that should be clear. We can talk about…
30 00:07:17.360 ⇒ 00:07:31.140 Amber Lin: Oh, never mind, new things came in. So, there’s more things we need to triage, and then after that, we can go through the current existing feedback, make sure that we’re aware of all of them, and I think that will be edited for today.
31 00:07:31.790 ⇒ 00:07:32.820 ShannonMartinez: Okay, okay.
32 00:07:33.200 ⇒ 00:07:34.810 Amber Lin: Yeah, well, cool beans.
33 00:07:36.770 ⇒ 00:07:37.520 Amber Lin: Mmm…
34 00:07:38.080 ⇒ 00:07:46.780 Amber Lin: So right here. And always, you guys can feel free to triage these as well. I think this is from 3 hours ago.
35 00:07:46.780 ⇒ 00:07:50.749 ShannonMartinez: That would be all Johnny’s. I don’t have access to that, so…
36 00:07:50.750 ⇒ 00:07:51.660 Amber Lin: Yes.
37 00:07:51.660 ⇒ 00:07:55.220 JanieceGarcia: I can definitely triage them,
38 00:07:55.350 ⇒ 00:07:59.530 JanieceGarcia: Yeah. I’ve been training. All last week was full of training.
39 00:07:59.650 ⇒ 00:08:04.680 JanieceGarcia: And then coming back… It’s been…
40 00:08:04.680 ⇒ 00:08:05.880 ShannonMartinez: full swing.
41 00:08:06.250 ⇒ 00:08:07.440 Amber Lin: Yeah, fully.
42 00:08:07.540 ⇒ 00:08:08.759 JanieceGarcia: So, I have not had…
43 00:08:08.760 ⇒ 00:08:12.840 Amber Lin: Add Brenda… I’ll add Brenda to our…
44 00:08:13.130 ⇒ 00:08:15.510 Amber Lin: to this. I think… oh, we need to train.
45 00:08:15.510 ⇒ 00:08:20.770 JanieceGarcia: But I need to… Yes, I need to work with Brenda, so I wouldn’t.
46 00:08:22.790 ⇒ 00:08:25.589 Amber Lin: I’ll add her there, so that.
47 00:08:25.590 ⇒ 00:08:26.950 JanieceGarcia: And then I will…
48 00:08:26.950 ⇒ 00:08:30.890 Amber Lin: It gets assigned, but we probably still need to…
49 00:08:43.020 ⇒ 00:08:51.080 Amber Lin: Yep, let me see if I can add… Anything There…
50 00:08:51.300 ⇒ 00:08:54.690 Amber Lin: I know I had, like, a training document.
51 00:08:55.380 ⇒ 00:08:59.410 Amber Lin: Oh… This one.
52 00:09:00.330 ⇒ 00:09:02.390 Amber Lin: Using the…
53 00:09:16.570 ⇒ 00:09:20.499 Amber Lin: I’ll just take a few quick screenshots so I think it’ll be easier.
54 00:09:21.020 ⇒ 00:09:25.410 Amber Lin: And…
55 00:09:29.120 ⇒ 00:09:30.620 Amber Lin: Riage…
56 00:09:34.950 ⇒ 00:09:36.600 Amber Lin: I’ll… I’ll create this.
57 00:09:36.890 ⇒ 00:09:39.299 Amber Lin: Guide in a bit.
58 00:09:39.960 ⇒ 00:09:41.760 Amber Lin: I’ll just remember that.
59 00:09:42.090 ⇒ 00:09:49.090 Amber Lin: Okay, this one I’ll assign to Brenda… To-do…
60 00:09:56.130 ⇒ 00:10:03.400 Amber Lin: And then… So… on her…
61 00:10:09.210 ⇒ 00:10:13.770 Amber Lin: Don’t use… Okay, this is for us.
62 00:10:17.690 ⇒ 00:10:33.220 ShannonMartinez: just, and that’s not… this is off-topic, but we’re getting transaction IDs for stuff that’s coming to pass that should… is intended for HVAC and lawn, so I got it over to data to kind of source out that pathway, just be looking for those.
63 00:10:35.620 ⇒ 00:10:37.390 JanieceGarcia: Okay, you mean through Andy?
64 00:10:37.610 ⇒ 00:10:38.620 JanieceGarcia: Or what?
65 00:10:38.620 ⇒ 00:10:40.939 ShannonMartinez: No, no, no, it’s off-topic through reception.
66 00:10:43.370 ⇒ 00:10:47.120 JanieceGarcia: Oh, okay. Oh, you could send those to me, because I could pull the calls and…
67 00:10:47.800 ⇒ 00:10:53.650 ShannonMartinez: I did. Well, I got with data first, just to confirm, because sometimes it’s agent to agent.
68 00:10:57.100 ⇒ 00:10:57.710 ShannonMartinez: You know.
69 00:10:57.710 ⇒ 00:11:00.179 JanieceGarcia: We… we had mistransfers.
70 00:11:01.860 ⇒ 00:11:04.330 ShannonMartinez: I mean, you only get, like, what, 10,000 calls a day?
71 00:11:09.930 ⇒ 00:11:17.940 Amber Lin: I mean… I think this is… This is an alias… thing.
72 00:11:18.990 ⇒ 00:11:24.030 Amber Lin: Because that pulled it… pulled it up correctly, right? That… Andy gave the correct response.
73 00:11:25.870 ⇒ 00:11:27.729 JanieceGarcia: I’m looking. Which one is that one?
74 00:11:28.230 ⇒ 00:11:29.440 Amber Lin: On my screen.
75 00:11:37.950 ⇒ 00:11:42.170 Amber Lin: Yeah, I think this is correct. It is just how it was asked.
76 00:11:44.890 ⇒ 00:11:50.900 Amber Lin: I’ll say… Hello, and I’ll assign to Casey.
77 00:11:54.180 ⇒ 00:11:54.860 Amber Lin: I don’t…
78 00:11:54.860 ⇒ 00:11:59.689 JanieceGarcia: I wonder, though, why did it give him the, I’m sorry, but it gave you the correct.
79 00:11:59.690 ⇒ 00:12:06.860 Amber Lin: Cause I changed his… I assume it was this problem, the estimator, so I just changed it to inspector, and it showed me.
80 00:12:07.460 ⇒ 00:12:08.480 JanieceGarcia: Gotcha.
81 00:12:08.480 ⇒ 00:12:16.999 Amber Lin: Yeah, so I can try his words, but maybe because I or… because Sandy does have memory, so if I already asked Inspector, it might not give me the…
82 00:12:17.420 ⇒ 00:12:18.860 Amber Lin: The same response that.
83 00:12:18.860 ⇒ 00:12:20.360 JanieceGarcia: Well, let… what if I try?
84 00:12:20.360 ⇒ 00:12:23.480 Amber Lin: Yeah, it didn’t, so it’s just a wording issue.
85 00:12:24.240 ⇒ 00:12:29.329 JanieceGarcia: So, how do we get… I mean, is… isn’t that something, though, that we’d be able to…
86 00:12:29.820 ⇒ 00:12:32.809 Amber Lin: Yeah, not something that we can equate,
87 00:12:32.810 ⇒ 00:12:33.150 JanieceGarcia: Okay.
88 00:12:33.150 ⇒ 00:12:35.820 Amber Lin: I thought we did it in the past, but I think we did…
89 00:12:35.820 ⇒ 00:12:36.270 JanieceGarcia: Yeah, we did.
90 00:12:36.270 ⇒ 00:12:39.150 Amber Lin: Estimates. We didn’t do estimator.
91 00:12:39.720 ⇒ 00:12:40.700 Amber Lin: So…
92 00:12:41.020 ⇒ 00:12:49.309 Amber Lin: I think when it comes to these, it’s very specific, in how you spell it, so I’ll just ask Casey what we.
93 00:12:49.310 ⇒ 00:12:51.619 ShannonMartinez: Estimator, inspector…
94 00:12:52.860 ⇒ 00:12:55.229 JanieceGarcia: Estimator, inspector, estimates.
95 00:12:55.530 ⇒ 00:12:58.080 ShannonMartinez: Yeah. Designer. Proposal.
96 00:12:58.370 ⇒ 00:13:00.050 JanieceGarcia: proposal.
97 00:13:01.280 ⇒ 00:13:01.930 Amber Lin: So let’s…
98 00:13:01.930 ⇒ 00:13:03.320 JanieceGarcia: Comfort Advisor.
99 00:13:03.730 ⇒ 00:13:04.500 ShannonMartinez: Yeah.
100 00:13:04.840 ⇒ 00:13:12.430 Amber Lin: Comfort? Wow. Comfort… Inspector…
101 00:13:15.480 ⇒ 00:13:17.819 Amber Lin: Is that also equals designer?
102 00:13:19.040 ⇒ 00:13:21.510 JanieceGarcia: No, designer is gonna be, like, your landscapers.
103 00:13:24.640 ⇒ 00:13:29.399 Amber Lin: Is landscape designer a tech or an inspector? I think we got that question, too.
104 00:13:29.700 ⇒ 00:13:30.850 ShannonMartinez: Inspector.
105 00:13:30.850 ⇒ 00:13:31.770 JanieceGarcia: Inspector.
106 00:13:32.430 ⇒ 00:13:33.750 ShannonMartinez: an arborist.
107 00:13:35.250 ⇒ 00:13:38.610 Amber Lin: Yeah, I think we got that, and Andy thought it was a tech.
108 00:13:41.860 ⇒ 00:13:46.469 Amber Lin: Estimate… estimator…
109 00:13:59.810 ⇒ 00:14:03.160 ShannonMartinez: I’m not gonna be able to have, Kiba.
110 00:14:03.390 ⇒ 00:14:06.650 ShannonMartinez: preset the pending termite checks until Thursday or Friday.
111 00:14:09.480 ⇒ 00:14:11.030 ShannonMartinez: Cuts our service level.
112 00:14:13.150 ⇒ 00:14:23.430 Amber Lin: Where in… I think now we’ll run into more and more of these problems, is where in which central doc has this information.
113 00:14:24.320 ⇒ 00:14:26.490 Amber Lin: of,
114 00:14:26.700 ⇒ 00:14:41.250 Amber Lin: who does these things? I do want to… I think once we complete all the departments, our next task will be combining, combining the central docs, perhaps, at least for, say, billing or account.
115 00:14:41.250 ⇒ 00:14:42.480 JanieceGarcia: Oh, absolutely.
116 00:14:42.690 ⇒ 00:14:50.700 Amber Lin: So that Andy can… even if someone’s only from PEST, they can answer these… or say from long, because they have less documents.
117 00:14:50.810 ⇒ 00:14:51.599 Amber Lin: Cool, but…
118 00:14:51.600 ⇒ 00:14:52.400 JanieceGarcia: Cleaning.
119 00:14:52.400 ⇒ 00:14:53.760 Amber Lin: Where this is.
120 00:14:53.760 ⇒ 00:15:00.139 JanieceGarcia: Cleaning, that’s, like, solar panel cleaning, think of it as a window, so that’s gonna be window department.
121 00:15:00.370 ⇒ 00:15:03.180 Amber Lin: Yeah, that’s… Home improvement. Right?
122 00:15:03.960 ⇒ 00:15:11.170 Amber Lin: Let me try, solar, solar panel.
123 00:15:11.510 ⇒ 00:15:13.440 Amber Lin: That’s creating an account.
124 00:15:16.390 ⇒ 00:15:24.500 Amber Lin: Okay… We don’t specifically say we do this service.
125 00:15:26.260 ⇒ 00:15:33.480 Amber Lin: Like, I think we have it listed, but I don’t think we have an explicit, say, coverage list, like what we have for pests.
126 00:15:33.640 ⇒ 00:15:34.590 Amber Lin: Here.
127 00:15:36.460 ⇒ 00:15:43.650 Amber Lin: Yeah, I’m just gonna add one… Master coverage list.
128 00:15:44.020 ⇒ 00:15:54.320 Amber Lin: Under window… Lovers… Solar panels… Solar panel cleanings?
129 00:16:00.730 ⇒ 00:16:02.369 ShannonMartinez: Although, tricky, we do do them.
130 00:16:24.130 ⇒ 00:16:24.740 Amber Lin: Huh.
131 00:16:25.250 ⇒ 00:16:26.980 Amber Lin: That’s home…
132 00:16:32.120 ⇒ 00:16:39.100 Amber Lin: Okay, let’s see… If it… Covers it.
133 00:16:44.520 ⇒ 00:16:48.409 Amber Lin: I don’t know how frequently the updates is done.
134 00:16:48.780 ⇒ 00:16:52.930 Amber Lin: Okay, it’s not… I’m gonna ask… .
135 00:16:54.720 ⇒ 00:17:03.979 ShannonMartinez: How often… so, are… so is Pest Admin letting, Mariah know when Skills and Zips needs to be updated?
136 00:17:04.640 ⇒ 00:17:11.379 ShannonMartinez: with the… Termination or changing of technicians and servicers?
137 00:17:12.720 ⇒ 00:17:15.609 JanieceGarcia: Oh, probably not. I have my huddle tomorrow.
138 00:17:15.619 ⇒ 00:17:16.709 ShannonMartinez: Can you.
139 00:17:16.710 ⇒ 00:17:17.089 JanieceGarcia: I’m.
140 00:17:17.099 ⇒ 00:17:26.389 ShannonMartinez: tell them. Normally, she’s in the know because of the service managers, but just so that way we streamline those communications.
141 00:17:27.289 ⇒ 00:17:32.509 JanieceGarcia: Yeah. Because Andy will not spit out the right answers if we’re not updating them properly.
142 00:17:32.700 ⇒ 00:17:34.839 JanieceGarcia: True. True, true, true. I didn’t even think about that.
143 00:17:34.840 ⇒ 00:17:41.699 Amber Lin: Oh, Janice, I also got your email on the inspectors. I’m gonna update that today.
144 00:17:42.180 ⇒ 00:17:50.490 Amber Lin: If… if the team hasn’t updated it yet. About found checks… Okay…
145 00:17:50.660 ⇒ 00:18:04.019 Amber Lin: Oh, by the way, we also added these, so you remember sometimes it just says test? Now it’s updated so that if it just says… if it’s one word input, Andy will grab the history.
146 00:18:04.190 ⇒ 00:18:05.229 Amber Lin: So, like this.
147 00:18:05.230 ⇒ 00:18:06.430 ShannonMartinez: Perfect, okay, okay.
148 00:18:06.890 ⇒ 00:18:09.970 Amber Lin: So this is about emails about found checks.
149 00:18:11.910 ⇒ 00:18:14.399 JanieceGarcia: I assume this is something that…
150 00:18:16.120 ⇒ 00:18:16.959 Amber Lin: We don’t have…
151 00:18:16.960 ⇒ 00:18:20.529 JanieceGarcia: Where do we send an email about phone checks? We just got that.
152 00:18:21.530 ⇒ 00:18:23.310 JanieceGarcia: But that’s not gonna be…
153 00:18:24.420 ⇒ 00:18:26.080 Amber Lin: That’s not in the central dock.
154 00:18:27.940 ⇒ 00:18:30.610 JanieceGarcia: unchecked, is she talking about what just happened?
155 00:18:30.610 ⇒ 00:18:33.309 ShannonMartinez: Situational. Yeah, she… it’s…
156 00:18:33.660 ⇒ 00:18:41.409 ShannonMartinez: There’s not a billing process, because we just found that there was an internal issue, so he’s not gonna have that. It’s an invalid question.
157 00:18:43.090 ⇒ 00:18:50.720 JanieceGarcia: Thank you, Shannon. I was trying to figure out, how do I say that, because it’s not going to be something that happens all the time, so we don’t want to update with the process.
158 00:18:51.710 ⇒ 00:18:52.330 ShannonMartinez: Oh, right.
159 00:18:52.890 ⇒ 00:18:53.879 JanieceGarcia: Who knows when that’s gonna happen?
160 00:18:53.880 ⇒ 00:19:00.979 ShannonMartinez: I mean, but we could refer back to any missing payments, and that part is part of the central doc, so it should reference… That is…
161 00:19:01.340 ⇒ 00:19:09.819 Amber Lin: It should reference a standard process, not that we have to reinvent the wheel for this circumstance itself, but when there’s a missing payment, it should.
162 00:19:10.150 ⇒ 00:19:13.219 ShannonMartinez: It should refer back to that billing process.
163 00:19:13.370 ⇒ 00:19:17.450 Amber Lin: Okay. Does found checks always equal to missed payments?
164 00:19:18.630 ⇒ 00:19:21.479 Amber Lin: I think Andy doesn’t understand what…
165 00:19:21.480 ⇒ 00:19:29.290 JanieceGarcia: That’s why I’m… that’s why I’m thinking… I understand what Shannon’s saying, but if she had asked, if she goes and asks about missing payments…
166 00:19:29.400 ⇒ 00:19:34.900 JanieceGarcia: Like, how do we process the missing payments? I hate that there’s a line in y’all’s faces. There we go.
167 00:19:34.900 ⇒ 00:19:35.920 ShannonMartinez: Where?
168 00:19:37.110 ⇒ 00:19:38.530 JanieceGarcia: Because I never met up there.
169 00:19:38.530 ⇒ 00:19:39.450 ShannonMartinez: those.
170 00:19:39.450 ⇒ 00:19:44.249 JanieceGarcia: No, I hate, like, the block that said this is being recorded, I never hit open.
171 00:19:44.250 ⇒ 00:19:44.640 ShannonMartinez: Oh.
172 00:19:44.640 ⇒ 00:19:45.260 JanieceGarcia: So it was just…
173 00:19:45.260 ⇒ 00:19:45.630 Amber Lin: sitting with me.
174 00:19:45.630 ⇒ 00:19:49.099 ShannonMartinez: as I’m trying to look at you guys.
175 00:19:49.380 ⇒ 00:19:52.450 JanieceGarcia: If she… I think if she would have gone back and asked.
176 00:19:52.620 ⇒ 00:19:58.470 JanieceGarcia: how do we process a missing payment, or how do we handle a missing payment? Then I can see that.
177 00:19:58.970 ⇒ 00:20:03.920 JanieceGarcia: But with this specific question, this is in regards to what we’re dealing with right now.
178 00:20:05.550 ⇒ 00:20:06.650 ShannonMartinez: So it’s… it’s…
179 00:20:06.890 ⇒ 00:20:08.950 JanieceGarcia: Definitely circumstantial.
180 00:20:09.380 ⇒ 00:20:14.899 Amber Lin: Okay, should we add just one line in Central Doc, or should we just cross this as canceled?
181 00:20:18.040 ⇒ 00:20:30.780 ShannonMartinez: Isn’t there something… I can’t remember how the process goes, I just know what it is. But, like, what we have verbatim on wording, doesn’t it say lost or missing?
182 00:20:32.120 ⇒ 00:20:33.779 JanieceGarcia: I think it’s just missing payments.
183 00:20:36.430 ⇒ 00:20:41.460 JanieceGarcia: But, remember, though, Trisana is working on all of the billing stuff right now.
184 00:20:43.940 ⇒ 00:20:45.200 JanieceGarcia: So that’s being updated.
185 00:20:45.720 ⇒ 00:20:46.639 JanieceGarcia: at the moment.
186 00:20:47.190 ⇒ 00:20:48.780 Amber Lin: So that could change.
187 00:20:49.780 ⇒ 00:20:52.560 Amber Lin: Yeah, we have missing payments procedure here.
188 00:20:53.140 ⇒ 00:20:55.420 Amber Lin: Yeah, and it’s just missing payments, it’s not…
189 00:20:55.640 ⇒ 00:20:57.450 JanieceGarcia: lost payments.
190 00:20:58.880 ⇒ 00:21:00.330 Amber Lin: Gotcha.
191 00:21:01.030 ⇒ 00:21:09.599 Amber Lin: Okay. I’ll assign it to you if you think that this can be canceled, or if you want to tell her, you can just close this.
192 00:21:09.870 ⇒ 00:21:12.390 Amber Lin: I’ll just assign it to you so you know what it is.
193 00:21:13.100 ⇒ 00:21:24.200 Amber Lin: For Sonya’s, I think the last one we need to triage is Sonya’s… Comment here…
194 00:21:26.270 ⇒ 00:21:32.589 Amber Lin: I think she’s okay with this, or it’s just… maybe… is this just not good enough?
195 00:21:33.940 ⇒ 00:21:36.420 Amber Lin: Payments applied to incorrect account.
196 00:21:46.230 ⇒ 00:21:50.259 ShannonMartinez: I noticed one second. Hey guys, can y’all grab those calls that are holding in queue?
197 00:21:55.360 ⇒ 00:21:58.660 ShannonMartinez: Hey, can y’all jump in and grab those calls that are holding?
198 00:21:58.910 ⇒ 00:22:00.189 ShannonMartinez: Thank you so much.
199 00:22:00.670 ⇒ 00:22:03.110 ShannonMartinez: Sonia’s with, Amy, right?
200 00:22:06.890 ⇒ 00:22:10.329 JanieceGarcia: Payment was applied on incorrect account. What is the next step?
201 00:22:18.500 ⇒ 00:22:19.129 Amber Lin: Don’t know if we have.
202 00:22:19.130 ⇒ 00:22:19.840 JanieceGarcia: Thank you.
203 00:22:22.180 ⇒ 00:22:24.599 JanieceGarcia: Wait until I can meet with you. Okay, good.
204 00:22:26.850 ⇒ 00:22:32.930 JanieceGarcia: And if we can… As soon as I get here tomorrow morning, Brenda?
205 00:22:33.090 ⇒ 00:22:35.159 JanieceGarcia: Can I meet with you tomorrow morning on…
206 00:22:37.210 ⇒ 00:22:39.230 JanieceGarcia: Right away as soon as they get here in the morning?
207 00:22:39.640 ⇒ 00:22:47.569 JanieceGarcia: Show it to you. I’ll be from home, but yeah. Oh, you will? I’m on PTO, but I’ll be… Oh, I don’t want… no, I’m not doing that.
208 00:22:47.920 ⇒ 00:22:48.760 JanieceGarcia: No, I’ll be…
209 00:22:55.630 ⇒ 00:22:58.379 JanieceGarcia: So we have to be… I’ll be here…
210 00:23:01.890 ⇒ 00:23:03.530 JanieceGarcia: I log in at 6.30, but…
211 00:23:04.140 ⇒ 00:23:06.450 JanieceGarcia: I won’t be… Yeah, he’ll die.
212 00:23:06.600 ⇒ 00:23:10.890 JanieceGarcia: I’ll be trying to get here anyway. Okay, well, just let me know when you get here. Okay.
213 00:23:12.950 ⇒ 00:23:16.610 JanieceGarcia: Payment wasn’t blind. Navigate the billing tab, check them.
214 00:23:17.500 ⇒ 00:23:28.919 JanieceGarcia: Choose the invoice or hold the payments, enter the payment or dollar amount quick. So this is how to apply the actual payment, but it doesn’t tell you in regards to if it was applied
215 00:23:29.270 ⇒ 00:23:31.299 JanieceGarcia: To the incorrect account.
216 00:23:31.600 ⇒ 00:23:36.290 JanieceGarcia: But… Hold on…
217 00:23:36.620 ⇒ 00:23:41.140 ShannonMartinez: On Tiffany’s, that one goes back to, Services by Zip.
218 00:23:43.330 ⇒ 00:23:46.549 Amber Lin: Yeah, right now, I’m sending a comment. We don’t…
219 00:23:46.670 ⇒ 00:24:04.680 Amber Lin: recognize the names, we only recognize by zip codes. This should be changed when we get the zip codes database, because that will have zips, the name of the town, the quadrant, the city, so once we have that, it will be fixed, but right now.
220 00:24:05.300 ⇒ 00:24:09.200 Amber Lin: they will need to provide the zips, which I think the customers usually do.
221 00:24:10.870 ⇒ 00:24:12.710 Amber Lin: So, let’s see…
222 00:24:13.630 ⇒ 00:24:18.380 JanieceGarcia: the… And when you think of missing payment.
223 00:24:20.990 ⇒ 00:24:26.959 JanieceGarcia: I mean, the missing payment, that’s where you’re going to email branches and let them know, hey, this was…
224 00:24:27.190 ⇒ 00:24:30.129 JanieceGarcia: Applied no record on the account of said payment.
225 00:24:31.280 ⇒ 00:24:47.949 ShannonMartinez: Well, and I’m, you know, I’m backtracking, right? I went from 441 to 250 emails today, and one of the ones that I backtracked on this specific scenario is supposed to be in a follow-up to Tina Vetteau, and she responded back, you know.
226 00:24:48.110 ⇒ 00:24:52.279 ShannonMartinez: This just applies to the situation. Great question for clarity.
227 00:24:54.620 ⇒ 00:24:56.590 JanieceGarcia: Yeah, that does apply.
228 00:24:57.170 ⇒ 00:25:03.460 JanieceGarcia: If it’s a missing payment or a payment that’s on the wrong account, We should be following…
229 00:25:03.970 ⇒ 00:25:07.300 ShannonMartinez: The billing protocol that we have for the missing payments.
230 00:25:09.850 ⇒ 00:25:13.769 ShannonMartinez: It should blanket everything, honestly, except for these particular…
231 00:25:13.980 ⇒ 00:25:20.079 JanieceGarcia: Which is what we have in the central doc, but it didn’t give her that information. It gave her how to apply a payment.
232 00:25:25.870 ⇒ 00:25:33.600 Amber Lin: I guess I’ll send this. Is every CSR in the CSR update feedback loop, or is that just past CSRs?
233 00:25:33.790 ⇒ 00:25:34.630 JanieceGarcia: Pest.
234 00:25:34.990 ⇒ 00:25:36.969 Amber Lin: Should we make one?
235 00:25:36.970 ⇒ 00:25:41.390 ShannonMartinez: Actually, those 3 agents aren’t past agents.
236 00:25:43.390 ⇒ 00:25:45.400 JanieceGarcia: No, but they’re overflow, so they’re in there.
237 00:25:46.050 ⇒ 00:25:47.749 ShannonMartinez: Brian doesn’t overflow.
238 00:25:48.860 ⇒ 00:25:52.940 JanieceGarcia: Oh, we put leadline in there for the reason.
239 00:25:52.940 ⇒ 00:25:54.089 ShannonMartinez: And welcome.
240 00:25:54.600 ⇒ 00:25:56.040 ShannonMartinez: Damon’s in there.
241 00:25:56.270 ⇒ 00:25:56.930 JanieceGarcia: Yes.
242 00:26:00.050 ⇒ 00:26:01.180 ShannonMartinez: So…
243 00:26:01.180 ⇒ 00:26:01.790 JanieceGarcia: just…
244 00:26:01.790 ⇒ 00:26:03.160 ShannonMartinez: Not just pests.
245 00:26:04.200 ⇒ 00:26:05.860 ShannonMartinez: But, I mean…
246 00:26:28.980 ⇒ 00:26:31.709 Amber Lin: Okay, sounds good, I’m gonna load this one.
247 00:26:31.710 ⇒ 00:26:33.000 ShannonMartinez: Let me keep going.
248 00:26:34.500 ⇒ 00:26:39.940 Amber Lin: Okay, yeah, that should be all the feedback for now.
249 00:26:40.140 ⇒ 00:26:43.149 JanieceGarcia: So none of the triage was sent to me today.
250 00:26:43.420 ⇒ 00:26:47.280 Amber Lin: I’m gonna go by project…
251 00:26:47.280 ⇒ 00:26:48.569 ShannonMartinez: She’s like, let me go back.
252 00:26:48.570 ⇒ 00:26:49.160 Amber Lin: Shit!
253 00:26:49.160 ⇒ 00:26:51.709 ShannonMartinez: No, I mean.
254 00:26:51.710 ⇒ 00:26:54.970 JanieceGarcia: And I do have stuff in there that I need to look at.
255 00:26:55.800 ⇒ 00:26:57.670 JanieceGarcia: Or answer to you guys.
256 00:26:58.690 ⇒ 00:27:07.549 JanieceGarcia: Oh, actually, I sent you answers. These are ones that I sent you guys answers. I added you… I do have a couple in here.
257 00:27:07.710 ⇒ 00:27:08.779 Amber Lin: Hmm.
258 00:27:08.900 ⇒ 00:27:10.900 JanieceGarcia: But I added you back.
259 00:27:14.190 ⇒ 00:27:16.120 JanieceGarcia: Kissing bugs. Yeah.
260 00:27:16.120 ⇒ 00:27:18.800 Amber Lin: Yeah, let me try and see which one.
261 00:27:19.290 ⇒ 00:27:23.399 Amber Lin: So I assigned a few…
262 00:27:23.970 ⇒ 00:27:29.800 Amber Lin: to Sam this morning, I think these should be closed.
263 00:27:30.200 ⇒ 00:27:38.100 Amber Lin: 4… for Tara…
264 00:27:38.890 ⇒ 00:27:44.669 Amber Lin: Yeah, I… I don’t know if she’s… most… I think most of the time she’s adding to the central doc.
265 00:27:45.040 ⇒ 00:27:52.239 Amber Lin: So… I’ll check on these again.
266 00:27:53.320 ⇒ 00:27:55.150 Amber Lin: And then…
267 00:27:59.250 ⇒ 00:28:01.510 Amber Lin: This Thursday…
268 00:28:10.750 ⇒ 00:28:15.939 Amber Lin: Oh, I forgot how to spell improvement. And…
269 00:28:17.180 ⇒ 00:28:21.050 Amber Lin: Yeah, which was the ones that you need my help with, Janice?
270 00:28:21.770 ⇒ 00:28:26.340 JanieceGarcia: The ones I just added… adapted… U.
271 00:28:26.650 ⇒ 00:28:28.080 JanieceGarcia: To respond to you.
272 00:28:28.820 ⇒ 00:28:32.870 Amber Lin: Let me check… My inbox…
273 00:28:32.870 ⇒ 00:28:38.750 JanieceGarcia: It is, because you told me I go to my issues, right? That’s where I should be going?
274 00:28:39.060 ⇒ 00:28:39.775 JanieceGarcia: Yes.
275 00:28:40.920 ⇒ 00:28:50.869 JanieceGarcia: So, the one that I have, from 826, Brian Logston, you were asking me if this looked okay.
276 00:28:51.090 ⇒ 00:28:57.769 JanieceGarcia: And I had said we actually transfer the calls for handyman to in-house handyman.
277 00:28:58.870 ⇒ 00:29:00.980 Amber Lin: I ate.
278 00:29:01.150 ⇒ 00:29:03.879 JanieceGarcia: So, if we could put that, it would be awesome.
279 00:29:04.360 ⇒ 00:29:05.770 Amber Lin: They’re 26.
280 00:29:06.340 ⇒ 00:29:09.250 Amber Lin: Wait, what’s the number again?
281 00:29:15.030 ⇒ 00:29:19.050 JanieceGarcia: Where do I get that? I see triage CSR feedback from Brian.
282 00:29:19.050 ⇒ 00:29:26.050 Amber Lin: Yeah, it’s just the name of the ticket. See, before the name, there’s a section that has…
283 00:29:26.220 ⇒ 00:29:27.740 Amber Lin: The ticket names.
284 00:29:28.420 ⇒ 00:29:30.240 Amber Lin: So that would be there.
285 00:29:31.130 ⇒ 00:29:31.620 Amber Lin: So…
286 00:29:31.620 ⇒ 00:29:35.900 JanieceGarcia: Triage, CSR, feedback from Brian Logston.
287 00:29:36.550 ⇒ 00:29:37.060 JanieceGarcia: And then…
288 00:29:37.060 ⇒ 00:29:38.080 Amber Lin: What day is it?
289 00:29:38.080 ⇒ 00:29:40.520 JanieceGarcia: 826, I think that one. Yeah, that’s it.
290 00:29:40.520 ⇒ 00:29:41.160 Amber Lin: Okay.
291 00:29:43.130 ⇒ 00:29:45.010 ShannonMartinez: Sorry, ladies, one second.
292 00:29:45.010 ⇒ 00:29:45.810 JanieceGarcia: No worries.
293 00:29:45.810 ⇒ 00:29:46.660 Amber Lin: Shay.
294 00:29:56.200 ⇒ 00:29:58.100 Amber Lin: Oh, okay.
295 00:30:02.120 ⇒ 00:30:10.510 Amber Lin: So, for that, we will add… Okay, for this… We’ll find it.
296 00:30:11.840 ⇒ 00:30:14.940 Amber Lin: Here, okay, oh, we have 3 minutes left.
297 00:30:15.450 ⇒ 00:30:18.940 Amber Lin: Let’s see… this zip code…
298 00:30:19.780 ⇒ 00:30:26.140 Amber Lin: Alright, so we set this one for… Handyman for residential handyman?
299 00:30:31.660 ⇒ 00:30:32.560 ShannonMartinez: That wasn’t interesting.
300 00:30:32.900 ⇒ 00:30:33.570 ShannonMartinez: one.
301 00:30:33.570 ⇒ 00:30:34.410 JanieceGarcia: Handyman.
302 00:30:34.450 ⇒ 00:30:36.800 Amber Lin: In-house handyman is what it’s called.
303 00:30:37.260 ⇒ 00:30:40.679 Amber Lin: Gotcha. Is there any other zip code that’s also like this?
304 00:30:41.910 ⇒ 00:30:42.600 JanieceGarcia: No.
305 00:30:42.800 ⇒ 00:30:44.980 JanieceGarcia: Not for field. -
306 00:30:45.490 ⇒ 00:30:47.580 JanieceGarcia: Because the handyman stuff…
307 00:30:48.850 ⇒ 00:31:00.619 JanieceGarcia: We transfer to the in-house handyman, and whoever picks it up, they’re the ones that give the estimate, or they decide, hey, somebody needs to go out, and they’re the ones that actually schedule it, so they would not use the
308 00:31:01.120 ⇒ 00:31:01.949 JanieceGarcia: If that makes sense?
309 00:31:01.950 ⇒ 00:31:03.350 Amber Lin: Gotcha, gotcha.
310 00:31:03.910 ⇒ 00:31:06.459 ShannonMartinez: Just asked…
311 00:31:07.060 ⇒ 00:31:11.860 Amber Lin: Checking on that zip code…
312 00:31:11.990 ⇒ 00:31:16.250 Amber Lin: I think Andy’s still up. Oh, no, that’s the wrong chat.
313 00:31:16.380 ⇒ 00:31:24.100 Amber Lin: Duf… I sent it in the home improvement chat, I was like, why is Andy not talking to me?
314 00:31:25.060 ⇒ 00:31:31.710 Amber Lin: Anyways, home, sorry, handyman inspector.
315 00:31:42.660 ⇒ 00:31:48.670 Amber Lin: Hmm. Okay, I’ll wait a bit, and I’ll check it again. I’ll take a screenshot to say it’s updated.
316 00:31:49.940 ⇒ 00:31:52.480 Amber Lin: Alright.
317 00:32:02.430 ⇒ 00:32:03.450 Amber Lin: Alright.
318 00:32:06.030 ⇒ 00:32:08.080 JanieceGarcia: The one on Trenda…
319 00:32:08.640 ⇒ 00:32:18.020 Amber Lin: To add cancellation attributes… I think we want to process there.
320 00:32:19.340 ⇒ 00:32:24.520 Amber Lin: And then, from Shannon, this is Termite…
321 00:32:24.960 ⇒ 00:32:28.269 Amber Lin: maintenance program. Do we need a process for this?
322 00:32:34.650 ⇒ 00:32:37.600 ShannonMartinez: Let me look at it specifically, and it’ll jog my memory.
323 00:32:38.760 ⇒ 00:32:41.630 ShannonMartinez: Yes, okay. So, in the central dock?
324 00:32:43.040 ⇒ 00:32:47.350 ShannonMartinez: Termite Maintenance is the name of the program. Termite Maintenance.
325 00:32:47.640 ⇒ 00:33:01.679 ShannonMartinez: when a customer has activity, so we’re going out there for bait stations, we don’t have a 1, 2, 3, 4 step for that process. That one I combed through on the central dock, and we don’t have anything, so that’s something we have to build.
326 00:33:03.630 ⇒ 00:33:12.919 ShannonMartinez: It’ll be the production ticket, the one hour, has to be a termite licensed, not termite maintenance or service technician, which is different. And then…
327 00:33:13.110 ⇒ 00:33:16.579 ShannonMartinez: So that way we can treat for activity as needed.
328 00:33:17.120 ⇒ 00:33:23.229 JanieceGarcia: Which we have… it’s just going to be a copy and paste, because it’s the same process that we do for… it’s the same exact process.
329 00:33:23.230 ⇒ 00:33:24.100 ShannonMartinez: That we do.
330 00:33:24.100 ⇒ 00:33:34.159 JanieceGarcia: for termite annuals, but we’ll just copy and paste it and say termite productions, which would be any time a customer has termite activity.
331 00:33:34.270 ⇒ 00:33:36.870 ShannonMartinez: Yeah, just without the PR. Yeah, yeah, yeah.
332 00:33:36.870 ⇒ 00:33:39.540 JanieceGarcia: Yeah, just, we’re scheduling it without the PR.
333 00:33:39.540 ⇒ 00:33:40.230 ShannonMartinez: And we’re just.
334 00:33:40.230 ⇒ 00:33:40.850 JanieceGarcia: We’re not gonna put.
335 00:33:40.850 ⇒ 00:33:43.540 ShannonMartinez: The annual cost in there, because it’s just gonna be…
336 00:33:43.540 ⇒ 00:33:47.540 JanieceGarcia: It’s just gonna be a re-service, or… Whichever’s needed.
337 00:33:47.730 ⇒ 00:33:51.289 ShannonMartinez: Cool beans. Alright guys, well, I’m headed into a 3 o’clock meeting!
338 00:33:52.410 ⇒ 00:33:53.110 ShannonMartinez: Okay.
339 00:33:53.610 ⇒ 00:33:54.350 JanieceGarcia: Alright, bye!
340 00:33:54.350 ⇒ 00:33:54.860 ShannonMartinez: Alright, bye.
341 00:33:54.860 ⇒ 00:34:01.780 Amber Lin: I… I think Denise, we have… we just have, like, two, three left. Is Kissing Boats covered? Is that the…
342 00:34:01.780 ⇒ 00:34:06.519 JanieceGarcia: I need to double check on that, because that’ll… we always go… end up going back and forth.
343 00:34:06.520 ⇒ 00:34:09.800 Amber Lin: Let me send that now. I’ll…
344 00:34:09.989 ⇒ 00:34:14.599 JanieceGarcia: But I’m pretty sure they’re… they are, but it’d be their own, like, one time.
345 00:34:19.250 ⇒ 00:34:20.819 JanieceGarcia: I’m sending that now.
346 00:34:21.639 ⇒ 00:34:22.519 Amber Lin: Alright.
347 00:34:23.859 ⇒ 00:34:25.519 Amber Lin: Sounds good.
348 00:34:26.939 ⇒ 00:34:34.659 Amber Lin: Do we have, like, a… department coverage list, I can add that to…
349 00:34:34.939 ⇒ 00:34:38.699 Amber Lin: Would you have it, have it in the pest.
350 00:34:39.159 ⇒ 00:34:44.419 Amber Lin: 1… And then we can… I just… I can just add here…
351 00:34:44.800 ⇒ 00:34:48.900 JanieceGarcia: What do you mean, department coverage? Because we have what’s covered and what’s not covered.
352 00:34:48.909 ⇒ 00:34:52.189 Amber Lin: Yeah, we have… because this question is about the…
353 00:34:52.299 ⇒ 00:34:56.099 Amber Lin: What is the department that handles water heaters?
354 00:34:56.820 ⇒ 00:35:01.480 JanieceGarcia: That’s gonna end up being connected to, like, our service areas by branch.
355 00:35:02.600 ⇒ 00:35:03.290 Amber Lin: Hmm.
356 00:35:03.290 ⇒ 00:35:05.699 JanieceGarcia: Or, actually, no, we need to break it down.
357 00:35:05.700 ⇒ 00:35:06.220 Amber Lin: Yeah.
358 00:35:06.220 ⇒ 00:35:08.889 JanieceGarcia: We need to break it down to, like, mechanical.
359 00:35:09.800 ⇒ 00:35:20.900 JanieceGarcia: water heaters, HVAC systems, water softeners, appliances…
360 00:35:21.140 ⇒ 00:35:25.510 JanieceGarcia: But that’s where I think if we connect all of our deals.
361 00:35:25.510 ⇒ 00:35:26.879 Amber Lin: Yeah, I agree.
362 00:35:26.880 ⇒ 00:35:31.369 JanieceGarcia: our coverages are gonna come up, because, I mean, we have 23, 24 lines of business.
363 00:35:32.760 ⇒ 00:35:40.200 Amber Lin: Whoa… Be better once we combine the services.
364 00:35:40.950 ⇒ 00:35:50.860 Amber Lin: Combined departments… And the old master department… Coverage… Mute.
365 00:35:51.110 ⇒ 00:35:52.170 Amber Lin: lists.
366 00:35:52.850 ⇒ 00:35:57.910 Amber Lin: Okay, I’m gonna move this to… Choo-choo.
367 00:36:09.860 ⇒ 00:36:10.800 Amber Lin: Okay.
368 00:36:11.230 ⇒ 00:36:12.210 JanieceGarcia: Okay, perfect.
369 00:36:12.210 ⇒ 00:36:13.120 Amber Lin: out.
370 00:36:14.150 ⇒ 00:36:17.550 JanieceGarcia: And I just sent that to ask about the kissing box.
371 00:36:17.740 ⇒ 00:36:19.200 Amber Lin: Okay, awesome.
372 00:36:19.200 ⇒ 00:36:20.599 JanieceGarcia: with that as well.
373 00:36:21.700 ⇒ 00:36:24.090 Amber Lin: Susie, HVAC…
374 00:36:24.940 ⇒ 00:36:38.589 Amber Lin: Okay, this is something we need to check. Alright, I think that covers all the rest. I’m gonna check on Tara’s tickets to just make sure they’re fixed, and then I’ll close them. The other ones, I think these are all…
375 00:36:39.150 ⇒ 00:36:48.650 Amber Lin: Some of these from later last week, and some, like, I think two of these are new. So I’ll… Casey is working on them.
376 00:36:48.990 ⇒ 00:36:50.529 JanieceGarcia: Perfect, perfect. Okay.
377 00:36:50.530 ⇒ 00:36:53.420 Amber Lin: Awesome. Awesome. I know we’re keeping up with them, so that’s…
378 00:36:53.420 ⇒ 00:36:58.869 JanieceGarcia: Great, and we’re updating, and we’re getting things done, so that’s awesome.
379 00:36:58.870 ⇒ 00:37:07.460 Amber Lin: We’re getting less on pests, we’re getting a lot of, oh, add this inspector of that zip code, so I think we’re… pests is doing really well.
380 00:37:07.870 ⇒ 00:37:09.609 JanieceGarcia: Good, awesome.
381 00:37:09.780 ⇒ 00:37:23.969 JanieceGarcia: And then with the… yeah, with the sessions, I know that that was a mix-up, but I was like, no, we… because nobody else has been added, but at least they’re added now so we can start that session, so I do apologize if I definitely.
382 00:37:23.970 ⇒ 00:37:30.969 Amber Lin: No, no, no worries. I asked Yvette earlier, I just don’t think we made a clear decision, so it’s fine.
383 00:37:31.200 ⇒ 00:37:32.279 Amber Lin: No worries.
384 00:37:32.280 ⇒ 00:37:33.140 JanieceGarcia: I thought…
385 00:37:34.060 ⇒ 00:37:47.250 JanieceGarcia: So I’ll go ahead, I will be sending that out, because I think she already has decided who she wants in the session for next week. So I’ll send that invite. Do you want to be in that invite, or not?
386 00:37:47.250 ⇒ 00:37:57.149 Amber Lin: You can add me, I’ll try to be there, if not, like, I’ll try to join, just to say hi. But I’ll meet with you afterwards, regardless.
387 00:37:57.300 ⇒ 00:38:00.340 JanieceGarcia: Okay, perfect, sounds good. Thank you, Amber. Bye.
388 00:38:00.340 ⇒ 00:38:01.430 Amber Lin: Thanks, bye!