Meeting Title: Billing and Coverage Master Sheet Planning Date: 2025-06-30 Meeting participants: read.ai meeting notes, Amber Lin, JanieceGarcia, ShannonMartinez
WEBVTT
1 00:01:08.010 ⇒ 00:01:09.040 JanieceGarcia: Hi amber.
2 00:01:10.910 ⇒ 00:01:12.170 Amber Lin: Hello!
3 00:01:12.170 ⇒ 00:01:12.929 JanieceGarcia: How are you?
4 00:01:15.674 ⇒ 00:01:22.980 Amber Lin: I am good. My, my Internet is really, really bad. So I might need to turn my video off.
5 00:01:23.210 ⇒ 00:01:25.340 JanieceGarcia: For this session.
6 00:01:25.810 ⇒ 00:01:26.400 JanieceGarcia: Okay.
7 00:01:30.930 ⇒ 00:01:32.880 Amber Lin: Will Shannon be joining us today.
8 00:01:33.170 ⇒ 00:01:35.120 JanieceGarcia: As far as I know. Yes.
9 00:01:35.980 ⇒ 00:01:36.620 Amber Lin: Okay.
10 00:01:37.210 ⇒ 00:01:52.570 Amber Lin: So today, I let me go over the agenda we have. I talked to Yvette earlier this morning. I showed her the cancellation flows that we’re working on. She says she wants to work on work on that.
11 00:01:53.100 ⇒ 00:02:00.910 Amber Lin: She’s gonna work on that, and we can work on the other ones. So I wanted to see if we can work on billing
12 00:02:01.250 ⇒ 00:02:02.859 Amber Lin: in this section.
13 00:02:04.510 ⇒ 00:02:06.859 JanieceGarcia: Let me go ahead and pull it up. Here.
14 00:02:15.210 ⇒ 00:02:16.060 Amber Lin: Don’t!
15 00:02:24.340 ⇒ 00:02:25.190 JanieceGarcia: It’s loading.
16 00:02:27.600 ⇒ 00:02:29.309 JanieceGarcia: Okay. I got mine, pulled up.
17 00:02:30.810 ⇒ 00:02:41.600 Amber Lin: Awesome. So Yvette sent me something related to Billing earlier. She sent me your presentation, and I think also a list.
18 00:02:42.570 ⇒ 00:02:55.150 Amber Lin: Oh, I don’t think she sent that yet, but there was a list of things that the Csr should cover and the what they should escalate. So I wanted to include that in our central doc, and
19 00:02:55.450 ⇒ 00:03:01.370 Amber Lin: also add to specific procedures and add scripts to each of the steps.
20 00:03:01.780 ⇒ 00:03:02.390 JanieceGarcia: Okay.
21 00:03:03.430 ⇒ 00:03:06.120 Amber Lin: Yeah, let’s see.
22 00:03:06.450 ⇒ 00:03:09.310 Amber Lin: So I’m gonna open up.
23 00:03:09.310 ⇒ 00:03:10.759 JanieceGarcia: Thanks. Thank you.
24 00:03:11.129 ⇒ 00:03:23.690 Amber Lin: Of course I should have done that sooner. I didn’t know. I think you guys sent it, but I think I overlooked it. So my bad. Okay, I I’m looking at the presentation.
25 00:03:24.320 ⇒ 00:03:31.100 Amber Lin: Okay, let me cover. Let me copy over all the text.
26 00:03:31.600 ⇒ 00:03:39.310 Amber Lin: First, st and then we can look at it together.
27 00:03:40.200 ⇒ 00:03:44.380 Amber Lin: So which document are you on right now?
28 00:03:45.020 ⇒ 00:03:46.639 JanieceGarcia: Right now I’m on the central.
29 00:03:47.380 ⇒ 00:03:52.919 Amber Lin: Okay, I sent a new document in in our chat together.
30 00:03:53.330 ⇒ 00:04:04.289 Amber Lin: So it’s called work in Progress central Doc sections. Because I don’t. I know we’re working on a lot of things right now. I will copy over all the progress by the end of this session. I just want it to be
31 00:04:04.480 ⇒ 00:04:05.960 Amber Lin: a bit clearer.
32 00:04:07.740 ⇒ 00:04:10.870 JanieceGarcia: You sent it in what chat.
33 00:04:11.621 ⇒ 00:04:14.030 Amber Lin: The chat we have with Yvette and Shannon.
34 00:04:20.189 ⇒ 00:04:22.240 ShannonMartinez: Oh, yeah. Cancel templates.
35 00:04:22.760 ⇒ 00:04:25.990 JanieceGarcia: Yep, that’s the cancellation flows.
36 00:04:27.430 ⇒ 00:04:28.700 Amber Lin: Oh, there! There’s.
37 00:04:28.700 ⇒ 00:04:30.999 JanieceGarcia: So tab under it. Okay.
38 00:04:31.000 ⇒ 00:04:32.929 Amber Lin: Yeah, I’m on the 3rd tab.
39 00:04:33.150 ⇒ 00:04:34.010 Amber Lin: Yes.
40 00:04:34.650 ⇒ 00:04:35.480 JanieceGarcia: The IP really.
41 00:04:35.950 ⇒ 00:04:42.179 Amber Lin: Yes, I just copied over your presentation. And
42 00:04:45.020 ⇒ 00:05:05.120 Amber Lin: just gonna say, what can I see us or handle? Do you know if you have the list that Yvette has. I saw that she had an email that she was sending over with some billing leadership. I wasn’t sure if you had that list, if you can. I think that will make this make the section this section a lot faster.
43 00:05:05.590 ⇒ 00:05:12.169 JanieceGarcia: Hi, I think what I guess exactly which one.
44 00:05:12.775 ⇒ 00:05:20.809 Amber Lin: I think there was an email of, okay. The Csrs handled this and then bullet points under that, and then another one.
45 00:05:21.280 ⇒ 00:05:31.639 Amber Lin: Says, send these to this email, and then a few bullet points under that. And there was a few other sections in that email. I don’t know if you have access to that. I can ask her.
46 00:05:32.040 ⇒ 00:05:34.429 JanieceGarcia: No hold on one second, I actually think we do.
47 00:05:38.340 ⇒ 00:05:39.670 JanieceGarcia: Oh.
48 00:05:43.770 ⇒ 00:05:45.800 JanieceGarcia: well, no, that’s that one.
49 00:05:46.460 ⇒ 00:05:47.070 Amber Lin: Oh!
50 00:05:47.650 ⇒ 00:05:48.560 JanieceGarcia: Hold on!
51 00:05:49.750 ⇒ 00:05:50.460 JanieceGarcia: I.
52 00:06:08.250 ⇒ 00:06:18.780 ShannonMartinez: Not to switch gears too much. But I realized that one of the the last thing that I just put input on feedback on for Andy was. That’s it’s invalid. I put the wrong zip code.
53 00:06:20.270 ⇒ 00:06:20.970 JanieceGarcia: -Oh.
54 00:06:23.710 ⇒ 00:06:24.859 ShannonMartinez: So it’s not Andy. It’s me.
55 00:06:25.705 ⇒ 00:06:26.550 Amber Lin: Sorry!
56 00:06:27.020 ⇒ 00:06:30.850 Amber Lin: Oh, oh, extra!
57 00:06:30.850 ⇒ 00:06:33.190 JanieceGarcia: Sure. No, it’s not one.
58 00:06:43.560 ⇒ 00:06:44.790 JanieceGarcia: I guess I don’t.
59 00:06:46.650 ⇒ 00:06:47.480 Amber Lin: That’s okay.
60 00:06:50.840 ⇒ 00:06:54.529 JanieceGarcia: Cause. I see the one that she had sent us showing I mean I the sop.
61 00:06:55.220 ⇒ 00:07:01.070 JanieceGarcia: Do you have the sops? And those have the list of what we, what we have.
62 00:07:02.162 ⇒ 00:07:06.670 Amber Lin: I don’t think so. I only have access to the presentation that you made.
63 00:07:07.020 ⇒ 00:07:08.150 JanieceGarcia: Okay, hold on.
64 00:07:08.600 ⇒ 00:07:10.169 JanieceGarcia: Let me go ahead and download
65 00:07:10.550 ⇒ 00:07:13.510 JanieceGarcia: these. And then i’ll send them to you.
66 00:07:54.180 ⇒ 00:07:55.349 ShannonMartinez: Is there anything I can do?
67 00:07:57.700 ⇒ 00:07:58.479 JanieceGarcia: Why is that?
68 00:07:59.710 ⇒ 00:08:03.870 JanieceGarcia: Pull up an email. Yeah, okay.
69 00:08:04.000 ⇒ 00:08:05.520 JanieceGarcia: I send them to you. Amber.
70 00:08:05.770 ⇒ 00:08:06.990 Amber Lin: Okay. Awesome.
71 00:08:06.990 ⇒ 00:08:10.669 JanieceGarcia: I’ll send it to the so patient for billing. What we have already.
72 00:08:10.890 ⇒ 00:08:11.460 ShannonMartinez: Oh!
73 00:08:11.720 ⇒ 00:08:14.309 Amber Lin: Okay, let me go check.
74 00:08:17.080 ⇒ 00:08:20.310 ShannonMartinez: The issue that I have is not following.
75 00:08:20.430 ⇒ 00:08:28.340 ShannonMartinez: not with following the sop. It’s that as much as we practice, we preach practice. It doesn’t always come back that way
76 00:08:28.810 ⇒ 00:08:30.500 ShannonMartinez: from them.
77 00:08:31.480 ⇒ 00:08:32.360 ShannonMartinez: I get a lot of.
78 00:08:32.360 ⇒ 00:08:32.780 Amber Lin: And.
79 00:08:32.789 ⇒ 00:08:33.579 ShannonMartinez: Which has nothing to do.
80 00:08:33.580 ⇒ 00:08:34.760 ShannonMartinez: Terms of billing, of course,
81 00:08:46.529 ⇒ 00:08:53.329 Amber Lin: okay, so is that I got the one called steps to apply payment.
82 00:08:54.219 ⇒ 00:08:56.639 Amber Lin: Okay, I got that one.
83 00:08:57.309 ⇒ 00:09:00.649 Amber Lin: So there’s 1 called Steps to apply payment.
84 00:09:03.270 ⇒ 00:09:05.940 JanieceGarcia: No. The 2 that I just sent you
85 00:09:06.150 ⇒ 00:09:10.183 JanieceGarcia: is they’re word documents. And it is
86 00:09:12.160 ⇒ 00:09:18.119 JanieceGarcia: billing, email, billing escalation process and follow up billing escalation process.
87 00:09:18.120 ⇒ 00:09:19.150 Amber Lin: Hmm!
88 00:09:19.670 ⇒ 00:09:20.770 Amber Lin: I see.
89 00:09:21.923 ⇒ 00:09:24.090 Amber Lin: Oh, you sent it to
90 00:09:24.210 ⇒ 00:09:27.099 Amber Lin: my chat. Okay, I see. I see.
91 00:09:31.580 ⇒ 00:09:32.590 Amber Lin: Great.
92 00:09:33.450 ⇒ 00:09:34.780 Amber Lin: Oh.
93 00:09:39.010 ⇒ 00:09:44.250 Amber Lin: I mean, how would you guys want to structure this billing section.
94 00:09:45.140 ⇒ 00:09:56.180 Amber Lin: Can you give me just a brief overview on how you think it should be structured so that I can go back? I can set a structure. I can use AI to give any
95 00:09:56.420 ⇒ 00:10:04.989 Amber Lin: initial initial parts, and then we can look at it together to review. We don’t have to write this document in this moment.
96 00:10:06.080 ⇒ 00:10:08.980 JanieceGarcia: I mean, I definitely think you know.
97 00:10:09.760 ⇒ 00:10:20.950 JanieceGarcia: like what I was, my feedback on them was, maybe it’s a little too vague. Because there is that process on what we need to follow. But maybe it’s not clear enough.
98 00:10:21.579 ⇒ 00:10:26.170 JanieceGarcia: So like the follow up, it’s gonna open up over here, move it
99 00:10:26.340 ⇒ 00:10:30.770 JanieceGarcia: so like the follow up. One. It shows.
100 00:10:30.920 ⇒ 00:10:39.969 JanieceGarcia: Make sure that you’re letting the customer know that you’re going to gather the information needed, and the billing department will be responding once the research is complete via email.
101 00:10:40.941 ⇒ 00:10:56.450 JanieceGarcia: so and then it goes into verify the email address on file, gather information from your customer, meaning and that’s where we maybe we are too vague. We need to gather how they made payment, you know, but it does depend, because
102 00:10:56.840 ⇒ 00:10:59.568 JanieceGarcia: if we’re needing to
103 00:11:01.950 ⇒ 00:11:14.720 JanieceGarcia: You know, look for a missing payment. That’s pretty much gonna be what we’re looking at, because when it comes to merging accounts or linking them. They’re not doing that, anyway. Upper management is doing that.
104 00:11:15.358 ⇒ 00:11:29.831 ShannonMartinez: So maybe we do it. How we did with the follow up templates and we say specifically, like categorize it and then have it be a template like that with like a 1, 2, 3, 4, and then we can specify like refund.
105 00:11:30.310 ⇒ 00:11:30.820 Amber Lin: Okay.
106 00:11:30.820 ⇒ 00:11:32.189 ShannonMartinez: Track down a payment.
107 00:11:32.997 ⇒ 00:11:43.720 ShannonMartinez: I’m just trying to think of all of the variable updating billing program or renewals or something like that. Maybe we just kind of do it like that.
108 00:11:44.190 ⇒ 00:12:04.049 JanieceGarcia: Yeah, like a step by step on on exactly what it is, because it shows as it does show, what the purpose of the call is, it doesn’t necessarily tell you. Okay? Well, if you’re having to link accounts you need to get with your manager. If you’re having to merge accounts, get with your manager if you need to update billing address or billing information.
109 00:12:04.390 ⇒ 00:12:19.160 JanieceGarcia: What is that? Because updating a credit card, we have that already. You know, we do have the sop for that, and a step by step discounts or coupons. Again, we have how to apply discounts. So
110 00:12:19.660 ⇒ 00:12:25.310 JanieceGarcia: I think it’s just more more. On what
111 00:12:26.590 ⇒ 00:12:30.249 JanieceGarcia: like Shannon said, what the, what the actual
112 00:12:30.420 ⇒ 00:12:34.899 JanieceGarcia: category is, or what the call purpose is, and then a 1, 2, 3 on that.
113 00:12:35.210 ⇒ 00:12:51.119 Amber Lin: I see. So I think, based on what you said. I’m gonna break it down to a few sections. 1st is things that the Csr can directly handle from end to end, and for each of them to have step by step.
114 00:12:51.490 ⇒ 00:13:01.129 Amber Lin: processes with scripts for each each one of them, and then for those to send to Billing Department also to have scripts
115 00:13:01.250 ⇒ 00:13:05.430 Amber Lin: to, so that they they know what to collect
116 00:13:07.330 ⇒ 00:13:10.230 Amber Lin: and how to send to billing.
117 00:13:10.360 ⇒ 00:13:16.782 Amber Lin: So have specific instructions for that. For each of the each of the categories.
118 00:13:19.890 ⇒ 00:13:21.290 JanieceGarcia: And then.
119 00:13:21.470 ⇒ 00:13:29.449 Amber Lin: When when we talk about sending it to the billing department, I guess that’s a single procedure, and then we’ll just make sure that it’s very specific.
120 00:13:30.140 ⇒ 00:13:31.989 JanieceGarcia: Right. And that’s where.
121 00:13:31.990 ⇒ 00:13:32.840 Amber Lin: Follow.
122 00:13:32.840 ⇒ 00:13:38.709 JanieceGarcia: Yes, and that’s where you know when it comes to sending it, whether it’s a email or a follow up, it’s the same template. And that’s the template.
123 00:13:38.710 ⇒ 00:13:39.030 Amber Lin: But that’s.
124 00:13:39.030 ⇒ 00:13:40.470 JanieceGarcia: Already in the sop.
125 00:13:40.787 ⇒ 00:13:54.459 Amber Lin: Okay, awesome. I guess I’ll take, I’ll take what yvette will send me, I take what you sent me and I’ll make a 1st draft, and then next meeting we can look at it together. I just wanna confirm it with you.
126 00:13:56.600 ⇒ 00:14:11.460 Amber Lin: so that’s the 1st item. I think the next item, you know, last time we talked about the feedback sheet, and there were so many questions about, is this covered? Is that covered? And I wanted us to make a master coverage sheet.
127 00:14:11.910 ⇒ 00:14:12.290 JanieceGarcia: Okay.
128 00:14:12.290 ⇒ 00:14:28.250 Amber Lin: Do you guys have an idea of how to approach it? I initially just started to list off all the different rodents and pests that’s covered. But then I realized, different services have different coverages. So I wanted to ask you guys how you think that she can be structured or that.
129 00:14:28.250 ⇒ 00:14:28.639 JanieceGarcia: That’s good.
130 00:14:28.640 ⇒ 00:14:29.490 Amber Lin: Structured.
131 00:14:29.840 ⇒ 00:14:31.510 JanieceGarcia: Well, truthfully, I mean
132 00:14:31.860 ⇒ 00:14:47.859 JanieceGarcia: rodent. It’s our rodent coverage. Whether it’s a rodent annual. It’s an Rmp. You know, or rodent standalone that’s that’s like an plus rmp or or an Rmp stand up, standalone. Those are all gonna cover the same thing.
133 00:14:48.050 ⇒ 00:14:48.990 Amber Lin: Oh, okay.
134 00:14:48.990 ⇒ 00:14:56.040 JanieceGarcia: When you get into like rodent baiting, that’s specific to one target pest.
135 00:14:56.040 ⇒ 00:14:58.550 ShannonMartinez: Like one time trappings. But, Jenny, that’s right.
136 00:14:58.610 ⇒ 00:15:13.050 ShannonMartinez: Rodent covers all species rodent and wildlife. And so that’s why it’s presented that way, because rodent can be roof rats, or it can be squirrels or raccoons like it. It encompasses all of the things. I don’t think we have
137 00:15:13.050 ⇒ 00:15:13.380 ShannonMartinez: okay
138 00:15:13.380 ⇒ 00:15:22.680 ShannonMartinez: granular on that part. But where it is very specific is in the pest control services, like, right now, we’re getting a lot.
139 00:15:23.130 ⇒ 00:15:34.399 ShannonMartinez: and I asked Andy today, and he did verify German roaches because we just had a ce, so people are like tuned into, okay, well, what kind of roach do they think it is, is it American roach, or is it a?
140 00:15:34.970 ⇒ 00:15:41.580 ShannonMartinez: And so those things kind of prompt questions. But German roaches are very common.
141 00:15:41.580 ⇒ 00:16:07.160 ShannonMartinez: like American roaches. So I think that when I’m we have a roaches tab in there, and it’s linked to actually just the old Ce that we just all did to as a team. Alan just kind of revised it a little bit. So it does link it into there, I think, where we do have to get a little bit more granular. And just what we’re just kind of add is on the pest coverage sheet, and that’s already built in there. I just would like to see
142 00:16:07.160 ⇒ 00:16:17.569 ShannonMartinez: German roaches, or just put all all species of roaches on there and then, you know, leave it to the specialists in the field that have the licensing
143 00:16:17.880 ⇒ 00:16:20.079 ShannonMartinez: to be able to identify, you know.
144 00:16:20.080 ⇒ 00:16:35.220 Amber Lin: Yeah, that’s what I wanted to do with you guys is to for each of the main categories we have rodent wildlife. And then we have pests, and we have our termite. So so for each of these 3, I want us to just list out all the
145 00:16:35.220 ⇒ 00:16:53.720 Amber Lin: different species that’s covered or excluded. We can also note any specific services. But to just have that running list. We don’t have to go into detail on any of them, just to have that list will really help any answer the questions, okay, is this covered? And they can. We can just refer to this sheet of say, Okay, yes, it’s covered.
146 00:16:54.030 ⇒ 00:16:59.930 JanieceGarcia: Right. And I think that’s a good idea, just because, too, when it comes to like even link
147 00:16:59.930 ⇒ 00:17:05.149 JanieceGarcia: bugs, people will call in and saying, I say, I have yeah, or snails, I have.
148 00:17:05.150 ⇒ 00:17:05.570 Amber Lin: A huge.
149 00:17:05.579 ⇒ 00:17:13.289 JanieceGarcia: Abundant abundance of ladybugs or of snails. And it’s like, Okay, but they’re not harmful, you know, but they don’t like
150 00:17:14.129 ⇒ 00:17:25.349 JanieceGarcia: a lot of them, or the snails will leave little greasy marks on the side of their home, and they don’t want to see that, you know. So just different things like that. They just need to know. Is it covered, or is it not.
151 00:17:25.667 ⇒ 00:17:43.459 Amber Lin: I see, okay, I just wanted to get the structure from you guys, once, I have that i’ll take whatever is in the Central Doc, and take whatever is in the spreadsheet, and I’ll do a first.st I’ll let my team do a 1st draft, and then next time we can confirm it together.
152 00:17:43.770 ⇒ 00:17:44.110 JanieceGarcia: Okay.
153 00:17:44.110 ⇒ 00:17:44.790 JanieceGarcia: Okay. Okay.
154 00:17:45.110 ⇒ 00:17:47.770 Amber Lin: Okay, cool. Let me let me write that down.
155 00:17:51.700 ⇒ 00:17:53.150 Amber Lin: Okay, so and.
156 00:17:53.150 ⇒ 00:17:58.749 ShannonMartinez: But when you get to a good point I wanted to kind of touch on the cancellation, Doc, that you put in earlier.
157 00:17:59.740 ⇒ 00:18:01.110 JanieceGarcia: That’s working on that.
158 00:18:01.110 ⇒ 00:18:10.820 Amber Lin: Give give us says she wants to work on that, so I’ll just let her do a 1st pass, and I bet we’ll look at it together once she feels when she feels good about it.
159 00:18:10.820 ⇒ 00:18:11.390 ShannonMartinez: Yeah.
160 00:18:11.590 ⇒ 00:18:15.608 Amber Lin: But I include it in there, so we can all like have a chance to look at it together.
161 00:18:17.856 ⇒ 00:18:20.120 Amber Lin: That’s the 1st one.
162 00:18:20.688 ⇒ 00:18:39.990 Amber Lin: Oh, the second thing I wanted us to look at 3rd thing actually is, you know, in the Central Doc there’s a section called team onboarding. I want to split that up into the different sections, because there’s a lot of valuable information, and it’ll be so much easier for Andy if we put it in
163 00:18:40.130 ⇒ 00:18:42.280 Amber Lin: the sections. They need to be.
164 00:18:43.690 ⇒ 00:18:46.969 JanieceGarcia: The team onboarding. Is that gonna be? Is that our.
165 00:18:47.390 ⇒ 00:18:51.670 Amber Lin: It’s it’s probably you guys, presentations and past
166 00:18:51.780 ⇒ 00:18:55.510 Amber Lin: past notes. It’s like, it’s like.
167 00:18:55.510 ⇒ 00:18:57.439 JanieceGarcia: I wonder if that needs to even be in there.
168 00:18:57.630 ⇒ 00:19:14.779 Amber Lin: It’s like high points, like birds and bats. Yes, if it’s a residential structure, I think there’s helpful instructions in there, so I want to break it up, and then use the information in there to incorporate it formally into the into our other documentation.
169 00:19:19.820 ⇒ 00:19:21.030 ShannonMartinez: Far as a.
170 00:19:22.150 ⇒ 00:19:26.629 JanieceGarcia: Nice. It is a high point. So I’m kind of surprised that it’s called team onboarding.
171 00:19:28.501 ⇒ 00:19:34.469 Amber Lin: Are you guys? Good. With that? Can we split each of these up into the other sections?
172 00:19:35.180 ⇒ 00:19:36.369 JanieceGarcia: Okay, absolutely, I would.
173 00:19:36.370 ⇒ 00:19:37.380 JanieceGarcia: I am definitely.
174 00:19:37.380 ⇒ 00:19:44.969 Amber Lin: Awesome. Okay? Where would birds and birds and best is under rodents or wildlife, proceed like scheduling procedures.
175 00:19:46.710 ⇒ 00:19:47.770 JanieceGarcia: Say that one more time.
176 00:19:48.310 ⇒ 00:19:57.589 Amber Lin: I’m just looking at the 1st point of birds and bats that is, for like scheduling for these items, right? So I’m gonna move that up to scheduling.
177 00:19:57.900 ⇒ 00:19:58.650 JanieceGarcia: Yes.
178 00:19:58.650 ⇒ 00:19:58.980 Amber Lin: Okay.
179 00:19:58.980 ⇒ 00:20:00.029 JanieceGarcia: And under rodent.
180 00:20:00.470 ⇒ 00:20:06.930 Amber Lin: Oh, okay, under rodent great.
181 00:20:08.630 ⇒ 00:20:19.239 Amber Lin: And and then for annual customers, what is this? This is like general scheduling right.
182 00:20:19.770 ⇒ 00:20:21.790 JanieceGarcia: This is all rodent.
183 00:20:22.330 ⇒ 00:20:22.859 Amber Lin: All right.
184 00:20:22.860 ⇒ 00:20:23.740 JanieceGarcia: Or termite
185 00:20:24.180 ⇒ 00:20:30.170 Amber Lin: Oh, okay, smoke test is is a smoke test termite or a rodent.
186 00:20:30.170 ⇒ 00:20:36.602 JanieceGarcia: Wrote in as well, and I’m glad that’s in here because it actually come up. We had a technician call it in Saturday, and it’s like
187 00:20:36.850 ⇒ 00:20:44.109 Amber Lin: Oh, okay, so on. Demand service is that also wrote in, or is that just separate.
188 00:20:44.830 ⇒ 00:20:47.569 JanieceGarcia: That is separate. That’s actually pest control.
189 00:20:47.993 ⇒ 00:20:50.110 Amber Lin: I thought so. I remembered.
190 00:20:50.350 ⇒ 00:20:51.089 Amber Lin: Case, yeah.
191 00:20:51.090 ⇒ 00:20:52.939 JanieceGarcia: I think we’ve done a lot of work on the.
192 00:20:53.390 ⇒ 00:21:01.900 Amber Lin: Yeah, it’s just in different places. So once we put them together, we’ll probably realize we already did more than we thought we did
193 00:21:02.510 ⇒ 00:21:04.909 Amber Lin: so on demand service.
194 00:21:06.795 ⇒ 00:21:08.080 Amber Lin: Poison.
195 00:21:08.480 ⇒ 00:21:10.719 Amber Lin: Okay, that’s pet poisoning.
196 00:21:11.000 ⇒ 00:21:12.580 Amber Lin: Pest id.
197 00:21:13.380 ⇒ 00:21:15.459 Amber Lin: What is the pest id for?
198 00:21:16.100 ⇒ 00:21:18.669 ShannonMartinez: It’s internal that shouldn’t go to our customers.
199 00:21:20.480 ⇒ 00:21:21.990 JanieceGarcia: Nope, it should not.
200 00:21:21.990 ⇒ 00:21:25.590 ShannonMartinez: That’s a internal procedure. Yes.
201 00:21:25.590 ⇒ 00:21:25.920 JanieceGarcia: Okay.
202 00:21:25.920 ⇒ 00:21:26.659 Amber Lin: Right? Okay.
203 00:21:26.660 ⇒ 00:21:30.880 JanieceGarcia: And the poison protocol. Actually, you can take that out because we revamped that, and it has.
204 00:21:30.880 ⇒ 00:21:36.570 Amber Lin: Yeah, yeah, we. I remember, we have it down at the at the bottom.
205 00:21:37.430 ⇒ 00:21:45.399 Amber Lin: So backline and follow-ups, where does that go?
206 00:21:45.810 ⇒ 00:21:48.429 JanieceGarcia: We actually have a.
207 00:21:48.690 ⇒ 00:21:49.480 Amber Lin: You once wear that.
208 00:21:49.480 ⇒ 00:21:50.160 JanieceGarcia: At.
209 00:21:50.160 ⇒ 00:21:50.520 Amber Lin: Okay.
210 00:21:50.520 ⇒ 00:21:54.170 JanieceGarcia: On that. And I wanna make sure I wanna make sure that one’s in here. Hold on.
211 00:21:54.170 ⇒ 00:21:57.930 Amber Lin: I I’m not sure what follow up it’s for, though I know we have a and we have
212 00:21:57.930 ⇒ 00:22:02.169 Amber Lin: have follow ups for, and we do have same paint, cancellations.
213 00:22:02.520 ⇒ 00:22:08.479 JanieceGarcia: It’s for this portion is actually for our technicians. How.
214 00:22:08.480 ⇒ 00:22:08.840 Amber Lin: Hard.
215 00:22:08.840 ⇒ 00:22:10.709 JanieceGarcia: Technicians should be handling.
216 00:22:10.710 ⇒ 00:22:12.570 Amber Lin: Okay, so that wouldn’t be.
217 00:22:12.570 ⇒ 00:22:19.670 ShannonMartinez: Hey? And mark when bk and mark before they left
218 00:22:19.960 ⇒ 00:22:28.190 ShannonMartinez: they redid it, and they it. We have one that’s an office one, and one’s a tech one. I noticed the one that you sent this morning kind of looked like it was a tech one.
219 00:22:28.560 ⇒ 00:22:29.679 JanieceGarcia: Yeah, it’s the tech one
220 00:22:31.360 ⇒ 00:22:32.100 Amber Lin: Hmm.
221 00:22:32.860 ⇒ 00:22:36.560 ShannonMartinez: But we have one for office, 2.
222 00:22:41.260 ⇒ 00:22:44.989 JanieceGarcia: Oh, and the one that we have in there for the text. See, I wonder if we should have.
223 00:22:45.190 ⇒ 00:22:47.140 ShannonMartinez: A tech section.
224 00:22:49.130 ⇒ 00:22:52.052 Amber Lin: And maybe put the smoke test and.
225 00:22:52.470 ⇒ 00:22:52.790 JanieceGarcia: Sure.
226 00:22:53.121 ⇒ 00:22:54.780 JanieceGarcia: Versus back line in there.
227 00:22:54.960 ⇒ 00:22:56.240 ShannonMartinez: Yeah, I can. I mean.
228 00:22:56.240 ⇒ 00:22:56.620 JanieceGarcia: And.
229 00:22:56.620 ⇒ 00:22:57.000 Amber Lin: I mean.
230 00:22:57.000 ⇒ 00:22:57.380 JanieceGarcia: Okay.
231 00:22:57.380 ⇒ 00:23:05.190 Amber Lin: In that probably should be all in the service information. Right? So I’ll I’ll add a tab for
232 00:23:07.690 ⇒ 00:23:11.270 Amber Lin: for the text. Let me note that down.
233 00:23:11.460 ⇒ 00:23:19.149 ShannonMartinez: Would you see? I’m gonna put in our all of us should?
234 00:23:20.758 ⇒ 00:23:23.870 ShannonMartinez: Asked Andy, for this just now.
235 00:23:24.660 ⇒ 00:23:30.619 ShannonMartinez: This is dated 2022. I don’t know that this because I thought we made it 25 all the way across the board.
236 00:23:30.810 ⇒ 00:23:35.059 ShannonMartinez: This one says 30 for pest services on employee discounts.
237 00:23:37.010 ⇒ 00:23:39.879 JanieceGarcia: I think it depends. It actually depends on what it is.
238 00:23:40.070 ⇒ 00:23:41.210 JanieceGarcia: It’s not the same.
239 00:23:42.850 ⇒ 00:23:49.280 JanieceGarcia: I’m not sure, though, I think, for the past stuff. This is possibly right, but I don’t.
240 00:23:49.380 ⇒ 00:23:51.089 JanieceGarcia: I’m not a hundred percent sure.
241 00:23:56.369 ⇒ 00:24:00.539 Amber Lin: Send it in the chat. I’ll take a look at it if if it’s something I can help with.
242 00:24:02.279 ⇒ 00:24:11.620 Amber Lin: I now we have the cheat notes. So for those are those notes who are taking those notes. And who are these notes getting sent to.
243 00:24:12.710 ⇒ 00:24:15.040 ShannonMartinez: Technicians are sending those to the office.
244 00:24:15.240 ⇒ 00:24:16.730 Amber Lin: Oh, okay.
245 00:24:16.880 ⇒ 00:24:18.100 JanieceGarcia: Wait for don’t.
246 00:24:18.100 ⇒ 00:24:20.959 ShannonMartinez: Really? Oh, notes, yeah, or follow ups.
247 00:24:21.170 ⇒ 00:24:24.020 JanieceGarcia: She knows going is
248 00:24:24.240 ⇒ 00:24:31.899 JanieceGarcia: Kiva had created that a long time ago. But it’s good to have it has all of our templates for our notes like what needs.
249 00:24:31.900 ⇒ 00:24:32.410 Amber Lin: Awesome.
250 00:24:32.410 ⇒ 00:24:46.610 JanieceGarcia: That in our e in each of our notes, and what needs to be put in there? So these are really good templates. Now. All of it doesn’t need to be in there. But what I see that’s in there already is great templates.
251 00:24:46.950 ⇒ 00:24:56.259 Amber Lin: Yeah, I wanna know what? So Csrs are taking these notes. Who are they sending it to? Or where are they taking these notes in.
252 00:24:56.260 ⇒ 00:25:15.380 JanieceGarcia: So if they’re creating an order, a service order depending on what this is. So if they’re creating an estimate, they can use that template, and that’s what they need to put in there. If they’re creating a pest control initial. This is what needs to go in there. So it’s it’s their templates on knowing what needs to go into each service, order.
253 00:25:15.910 ⇒ 00:25:20.639 Amber Lin: Okay, awesome. So I’ll move all of that into the
254 00:25:23.640 ⇒ 00:25:25.449 Amber Lin: The service order section.
255 00:25:25.450 ⇒ 00:25:31.289 JanieceGarcia: Temp templates. Yeah, that’s exactly what they are. They’re service order templates. It’s not actual notes.
256 00:25:31.900 ⇒ 00:25:34.589 JanieceGarcia: The notes for the service order. It’s the instructions.
257 00:25:35.469 ⇒ 00:25:36.350 Amber Lin: Awesome.
258 00:25:36.660 ⇒ 00:25:39.090 Amber Lin: Okay, that’s really helpful.
259 00:25:39.250 ⇒ 00:25:41.220 Amber Lin: And then
260 00:25:46.490 ⇒ 00:25:48.010 Amber Lin: so.
261 00:25:51.830 ⇒ 00:25:55.170 JanieceGarcia: Oh, we are here!
262 00:26:07.610 ⇒ 00:26:12.580 Amber Lin: And then I guess the last part we have there is
263 00:26:13.717 ⇒ 00:26:18.640 Amber Lin: the new hire breakdown. Where would I put that?
264 00:26:20.780 ⇒ 00:26:23.190 Amber Lin: Is that something that needs to be in here.
265 00:26:23.520 ⇒ 00:26:26.499 ShannonMartinez: We talked about the admin kind of stuff
266 00:26:27.073 ⇒ 00:26:33.079 ShannonMartinez: cause we do have things, but also the people who aren’t supposed to do it just won’t.
267 00:26:33.200 ⇒ 00:26:34.470 ShannonMartinez: And so.
268 00:26:36.330 ⇒ 00:26:36.780 Amber Lin: Hmm.
269 00:26:36.780 ⇒ 00:26:41.199 JanieceGarcia: But that’s also for us as hiring managers, and what we’re supposed to do.
270 00:26:41.600 ⇒ 00:26:43.450 ShannonMartinez: Oh, I was thinking, felt.
271 00:26:43.890 ⇒ 00:26:45.629 JanieceGarcia: No, no, no, this is.
272 00:26:45.630 ⇒ 00:26:50.270 ShannonMartinez: Because I’m like, that’s like a that’s a whole process.
273 00:26:50.940 ⇒ 00:26:57.734 JanieceGarcia: Yeah, no, this is because if you looked at it, what’d you do with it? Amber sounds like I just saw it.
274 00:26:59.670 ⇒ 00:27:01.559 Amber Lin: And now I don’t see it. Hold on.
275 00:27:01.570 ⇒ 00:27:04.670 JanieceGarcia: Which one the new hire.
276 00:27:04.670 ⇒ 00:27:06.859 Amber Lin: Is the new hire breakdown.
277 00:27:07.050 ⇒ 00:27:11.349 Amber Lin: Yeah, I think this is for a supervisor.
278 00:27:11.350 ⇒ 00:27:11.730 ShannonMartinez: Even.
279 00:27:11.730 ⇒ 00:27:12.679 Amber Lin: You guys actually.
280 00:27:12.680 ⇒ 00:27:13.250 ShannonMartinez: And so.
281 00:27:13.250 ⇒ 00:27:14.849 Amber Lin: Did we include it here.
282 00:27:15.490 ⇒ 00:27:16.120 ShannonMartinez: No.
283 00:27:16.120 ⇒ 00:27:24.079 JanieceGarcia: No, we need to take that out, because that’s even before we did our whole and inner university. So this isn’t even know.
284 00:27:24.660 ⇒ 00:27:26.540 Amber Lin: Okay. I’ll delete that.
285 00:27:26.730 ⇒ 00:27:27.440 JanieceGarcia: Yep.
286 00:27:27.440 ⇒ 00:27:31.140 Amber Lin: Alright. Now, this document is shorter.
287 00:27:36.570 ⇒ 00:27:42.970 Amber Lin: Okay, that’s awesome. Okay, checking that off my list.
288 00:27:44.440 ⇒ 00:27:48.100 Amber Lin: So I’m gonna say that one’s done.
289 00:27:49.900 ⇒ 00:27:52.470 Amber Lin: Let me look at the other sections.
290 00:27:53.848 ⇒ 00:27:58.740 Amber Lin: I’m thinking, for the structure for scheduling.
291 00:27:59.360 ⇒ 00:28:19.289 Amber Lin: So that would be the 1st section 1st section in a Central doc. So I want to do the structure as follows, so I’ll start start off with key scheduling terms, like defining what attribute means defining what service order includes. That includes like estimates, holds
292 00:28:19.420 ⇒ 00:28:21.249 Amber Lin: and production orders.
293 00:28:21.550 ⇒ 00:28:34.209 Amber Lin: And then I’ll have a section for key processes and pre key procedures so like, how do you schedule estimate? Or how do you schedule a production order? And then next, we’ll have specific
294 00:28:34.500 ⇒ 00:28:58.229 Amber Lin: service. Scheduling information. So for rodent what are the durations? What are the prices? What are the service codes so to have information broken down for each? Each area? I think that will make navigation a lot easier. So if you’re good with that breakdown I’ll ask I’ll ask the team to
295 00:28:58.500 ⇒ 00:28:59.100 Amber Lin: to do it.
296 00:28:59.100 ⇒ 00:29:01.790 JanieceGarcia: That way. I think that’s a great breakdown.
297 00:29:02.020 ⇒ 00:29:07.010 ShannonMartinez: Yeah, it is. And then, I know that we’re gonna find some holes like today. We did a
298 00:29:07.270 ⇒ 00:29:10.679 ShannonMartinez: trigger one time. There’s nothing in the scheduling guidelines about it.
299 00:29:14.150 ⇒ 00:29:14.670 Amber Lin: Hmm.
300 00:29:14.680 ⇒ 00:29:23.169 ShannonMartinez: I just have that as a back pocket thing, because, the scheduling guide for durations is on the skills and zip sheet that tells us.
301 00:29:23.170 ⇒ 00:29:24.029 Amber Lin: Just the service area.
302 00:29:24.030 ⇒ 00:29:25.350 ShannonMartinez: Barriers per tech.
303 00:29:25.821 ⇒ 00:29:32.110 ShannonMartinez: And it’s that 1st tab that kind of says like, if it’s gonna be this much, it should be this long amount of time.
304 00:29:32.640 ⇒ 00:29:33.739 ShannonMartinez: On the schedule.
305 00:29:34.215 ⇒ 00:29:42.680 ShannonMartinez: Let me put that on my that document that we were using, Jenny. So we’re meeting with each other. I’m gonna stick it on there.
306 00:29:43.340 ⇒ 00:29:43.980 JanieceGarcia: Okay.
307 00:29:44.800 ⇒ 00:29:45.190 ShannonMartinez: Thank you.
308 00:29:45.190 ⇒ 00:29:48.110 JanieceGarcia: Like Trigger one times. What’s different about that?
309 00:29:48.550 ⇒ 00:29:51.720 JanieceGarcia: It would be the. It would be the hour and a half, wouldn’t it?
310 00:29:51.870 ⇒ 00:29:53.409 JanieceGarcia: Just like a flea and tick.
311 00:29:53.950 ⇒ 00:29:57.549 ShannonMartinez: No, ma’am, it was a 7, 50 for 8,000 square feet.
312 00:29:58.670 ⇒ 00:30:00.729 ShannonMartinez: and an on an acre and a half of land.
313 00:30:03.020 ⇒ 00:30:05.137 JanieceGarcia: So probably needed some more time.
314 00:30:06.210 ⇒ 00:30:12.149 ShannonMartinez: It’s like that for termite as well, though it doesn’t break it down like it does for rodent. And
315 00:30:12.340 ⇒ 00:30:17.660 ShannonMartinez: we we’re seeing that. This.
316 00:30:23.600 ⇒ 00:30:25.979 ShannonMartinez: I think we called it training, Doc.
317 00:30:26.190 ⇒ 00:30:27.380 ShannonMartinez: We didn’t.
318 00:30:46.080 ⇒ 00:30:54.690 Amber Lin: Okay? So I can go to the skills and zips sheet to find the information about durations right?
319 00:30:54.920 ⇒ 00:31:12.610 JanieceGarcia: You can. Yes, and we also. I did break down durations to a little bit more. So cause I do have durations in there as well. So if you just want to get them all together, the trigger one, that’s what Shannon saying is, it’s it’s something that’s come up. It came up today. But that’s
320 00:31:12.720 ⇒ 00:31:14.649 JanieceGarcia: not something we hear all the time.
321 00:31:15.320 ⇒ 00:31:16.030 Amber Lin: Okay
322 00:31:17.118 ⇒ 00:31:27.209 Amber Lin: alright. Great! I didn’t know it was in there. So let me see if I can flatten this sheet or add it
323 00:31:27.540 ⇒ 00:31:41.489 Amber Lin: to the Central Doc. I’ll make sure it gets in there, because I think this is this is all that we will need is we’ll make sure that whatever’s in this sheet will get added. And as you guys update this
324 00:31:42.610 ⇒ 00:31:47.089 Amber Lin: let us know, and we’ll make sure. The central Doc reflects that as well.
325 00:31:47.300 ⇒ 00:31:48.560 JanieceGarcia: Okay, perfect.
326 00:31:49.500 ⇒ 00:31:55.992 Amber Lin: Oh, all right, let me see if there was other ones.
327 00:31:57.510 ⇒ 00:31:58.770 Amber Lin: Let’s see.
328 00:32:01.140 ⇒ 00:32:02.050 Amber Lin: Turn.
329 00:32:08.960 ⇒ 00:32:14.699 Amber Lin: Oh, I had a question about the service area spreadsheet. So
330 00:32:16.030 ⇒ 00:32:19.319 Amber Lin: when I looked at when I look at it, it’s not.
331 00:32:20.050 ⇒ 00:32:42.849 Amber Lin: It’s broken down. It’s already broken down by, say, bedbug or commercial pest and residential pest termite. Is there a more detailed breakdown than that? Say, when we talk about commercial pests? If it’s covered, then it covers everything from it covers like termite as well or like.
332 00:32:43.100 ⇒ 00:32:46.740 Amber Lin: if it’s if it says residential pest, does it cover?
333 00:32:47.388 ⇒ 00:32:52.410 Amber Lin: What specifically does it cover? I just wanna know how it compares
334 00:32:53.352 ⇒ 00:32:55.959 Amber Lin: to the other sheet that we have.
335 00:32:57.430 ⇒ 00:32:58.599 ShannonMartinez: Do you want to comment?
336 00:32:59.540 ⇒ 00:33:01.550 JanieceGarcia: Say that one more time amber.
337 00:33:02.420 ⇒ 00:33:10.250 Amber Lin: Okay, that was not very clear. Let me let me pull up the other sheet. So it’s I can demonstrate visually.
338 00:33:10.370 ⇒ 00:33:11.520 ShannonMartinez: So.
339 00:33:11.520 ⇒ 00:33:13.050 Amber Lin: I think it would help.
340 00:33:13.210 ⇒ 00:33:30.089 ShannonMartinez: In knowing that the service code goes with the target pest. So the only what distinguishes residential from commercial is the structure and billing not the pest that we’re treating that would still.
341 00:33:30.960 ⇒ 00:33:40.380 JanieceGarcia: Besides, Rodin, because commercial commercial can do hogs. Commercial can do like big animals when we’re wild.
342 00:33:40.380 ⇒ 00:33:47.302 JanieceGarcia: Yeah. True wildlife and residential is just gonna do something that’s smaller than like a cat.
343 00:33:48.694 ⇒ 00:33:57.199 Amber Lin: Okay, okay, let me actually 1st write that down in the master cover sheet. Let me note that this is for residential, and then.
344 00:33:57.200 ⇒ 00:33:57.520 JanieceGarcia: Over.
345 00:33:57.520 ⇒ 00:33:58.490 Amber Lin: One.
346 00:33:59.530 ⇒ 00:34:04.670 Amber Lin: Oh, commercial coverage is different.
347 00:34:05.850 ⇒ 00:34:07.560 Amber Lin: Okay, let me be.
348 00:34:07.880 ⇒ 00:34:15.178 Amber Lin: Let me see if you can share my screen. My Internet is horrible. So let’s see if you guys can actually see.
349 00:34:15.510 ⇒ 00:34:16.169 Amber Lin: yeah. Well, I
350 00:34:16.179 ⇒ 00:34:25.819 Amber Lin: have here. Awesome. So in this service area. Say, let’s just look at pests, right? It only has 3. It says, bedbug, commercial pests, residential pests, and termite.
351 00:34:26.079 ⇒ 00:34:29.405 Amber Lin: When we broke it down here.
352 00:34:30.179 ⇒ 00:34:54.629 Amber Lin: There was a I broke it down very granularly, so I have for residential. I have these things. I know this is the inspector Sheet. I just don’t know if it applies to the service areas as well, and then for commercial pests. I also broke it down like this commercial Wdi, drywood, termite, bed bug, and mosquito estimates, and then we have terminish. And then we have.
353 00:34:54.819 ⇒ 00:35:01.099 Amber Lin: These were come free. I was just wondering, does how does this?
354 00:35:01.439 ⇒ 00:35:04.549 Amber Lin: If I want to map these yes and nos
355 00:35:04.829 ⇒ 00:35:09.369 Amber Lin: to these like, does that work.
356 00:35:11.990 ⇒ 00:35:14.409 JanieceGarcia: You could, since you have it split.
357 00:35:15.600 ⇒ 00:35:20.710 JanieceGarcia: Because we have a separate department for all commercial.
358 00:35:22.601 ⇒ 00:35:30.890 JanieceGarcia: So once we get more of the commercial like, once we get to a point where we’re working with commercial. Then that’s gonna be separate.
359 00:35:31.280 ⇒ 00:35:31.740 Amber Lin: Okay.
360 00:35:31.740 ⇒ 00:35:37.550 JanieceGarcia: To targets, because they do treat a lot different than residential.
361 00:35:38.052 ⇒ 00:35:39.140 Amber Lin: Okay, and then so.
362 00:35:39.140 ⇒ 00:35:43.489 JanieceGarcia: And that’s gonna be in, you know, pretty much all the divisions. But past.
363 00:35:43.490 ⇒ 00:35:44.120 Amber Lin: Stop.
364 00:35:44.120 ⇒ 00:35:46.370 JanieceGarcia: Very different.
365 00:35:46.370 ⇒ 00:35:52.049 Amber Lin: Okay, okay, so let me note that down to separate commercial out of that.
366 00:35:52.420 ⇒ 00:36:01.170 JanieceGarcia: Because commercial is going to have their own inspectors and their own their own technicians for pest.
367 00:36:01.360 ⇒ 00:36:14.779 Amber Lin: Oh, I added it because I when I was looking at the inspector sheet, there was a tab for like commercial inspectors, and sometimes they can also do residential, and that’s why I included it in in the
368 00:36:14.780 ⇒ 00:36:21.060 Amber Lin: happen to get, because they kind of overlap somewhere. But if you’re if you’re.
369 00:36:21.060 ⇒ 00:36:24.669 JanieceGarcia: Side the bedbug side. They will cause they’ll help out.
370 00:36:26.120 ⇒ 00:36:26.980 Amber Lin: And then they.
371 00:36:26.980 ⇒ 00:36:27.420 JanieceGarcia: And.
372 00:36:27.420 ⇒ 00:36:28.510 Amber Lin: Put it down here.
373 00:36:28.510 ⇒ 00:36:32.539 JanieceGarcia: They can overlap like, for example, and I would keep it there for sure. I would definitely.
374 00:36:32.540 ⇒ 00:36:32.960 Amber Lin: Thank you.
375 00:36:32.960 ⇒ 00:36:41.989 JanieceGarcia: There, because, for example, you can have a residential customer that’s calling in saying that they have. They hear birds somewhere
376 00:36:42.100 ⇒ 00:36:45.689 JanieceGarcia: and their chimney okay, but they’re not exactly sure where.
377 00:36:46.090 ⇒ 00:37:00.039 JanieceGarcia: So if it’s just in the chimney, and we’re able to sweep it and get it out great. That’d be residential. But say, it’s created a huge nest. And now we’re needing to get bird spikes involved.
378 00:37:00.490 ⇒ 00:37:09.190 JanieceGarcia: And that’s gonna go to a commercial inspector and commercial is actually going to treat for that, because residential doesn’t handle bird spikes. But commercial does.
379 00:37:10.250 ⇒ 00:37:10.700 JanieceGarcia: So there!
380 00:37:10.700 ⇒ 00:37:11.060 Amber Lin: I see.
381 00:37:11.060 ⇒ 00:37:18.940 JanieceGarcia: Very thin line on certain things. To where they do help out on the residential side.
382 00:37:19.290 ⇒ 00:37:20.439 Amber Lin: I see. Okay.
383 00:37:20.440 ⇒ 00:37:26.819 JanieceGarcia: We’re not. We’re not gonna know that until the residential side gets out there and actually.
384 00:37:27.360 ⇒ 00:37:33.170 JanieceGarcia: Does their evaluation. And then they’re gonna say, Oh, no, this is gonna be commercial. I gotta bring commercial in.
385 00:37:33.410 ⇒ 00:37:35.260 Amber Lin: Okay, okay, understood?
386 00:37:38.710 ⇒ 00:37:41.160 Amber Lin: So huh?
387 00:37:42.550 ⇒ 00:37:50.239 Amber Lin: I guess. My, I’m also trying to understand this. So I guess my 1st question is, so if this says
388 00:37:50.430 ⇒ 00:37:56.830 Amber Lin: no, it doesn’t treat for, say, residential pests, we wouldn’t even send the inspector out right.
389 00:37:57.070 ⇒ 00:37:57.920 ShannonMartinez: Correct.
390 00:37:57.920 ⇒ 00:38:04.479 JanieceGarcia: Correct that because what this is is going to be the structure of the building. So
391 00:38:04.770 ⇒ 00:38:08.179 JanieceGarcia: for that Zip code flat.
392 00:38:08.660 ⇒ 00:38:11.400 JanieceGarcia: We’re we only do commercial buildings.
393 00:38:12.260 ⇒ 00:38:13.239 JanieceGarcia: That’s only coming.
394 00:38:13.240 ⇒ 00:38:14.010 Amber Lin: Huh!
395 00:38:14.620 ⇒ 00:38:17.430 Amber Lin: Residential. We don’t send residential out there at all.
396 00:38:17.630 ⇒ 00:38:21.330 ShannonMartinez: So any services that would be covered in residential would not go.
397 00:38:21.680 ⇒ 00:38:22.460 JanieceGarcia: Right.
398 00:38:22.460 ⇒ 00:38:25.469 Amber Lin: I see this is okay. So this is associated or no
399 00:38:25.470 ⇒ 00:38:27.919 Amber Lin: res or commercial yes or no.
400 00:38:28.080 ⇒ 00:38:29.180 JanieceGarcia: Based on the structure.
401 00:38:29.180 ⇒ 00:38:30.690 Amber Lin: Oh!
402 00:38:30.690 ⇒ 00:38:32.160 ShannonMartinez: Can with a service
403 00:38:32.160 ⇒ 00:38:37.140 ShannonMartinez: it. So if we can’t service it like we, our trucks don’t go that far out.
404 00:38:37.560 ⇒ 00:38:38.050 Amber Lin: We wouldn’t.
405 00:38:38.050 ⇒ 00:38:40.739 ShannonMartinez: Send an inspector that’s never getting on service.
406 00:38:41.070 ⇒ 00:38:44.000 Amber Lin: Oh, okay, okay. So
407 00:38:44.190 ⇒ 00:39:01.379 Amber Lin: whenever, if I were to also add this to Andy, it will go to this sheet 1st to say, Okay, we’re looking at this Zip code. Let’s see, does it treat for? Let’s determine if this home is residential, commercial. Okay, it’s residential, does it treat? No, then we don’t even look at the inspectors, and we don’t
408 00:39:01.380 ⇒ 00:39:01.750 Amber Lin: correct.
409 00:39:01.750 ⇒ 00:39:03.200 Amber Lin: Get the service. So.
410 00:39:03.200 ⇒ 00:39:03.610 JanieceGarcia: Correct.
411 00:39:03.610 ⇒ 00:39:04.950 Amber Lin: Availability okay.
412 00:39:04.950 ⇒ 00:39:15.549 ShannonMartinez: This quite literally is, is, will we provide service to that area? Will we do bedbug? There? Will we do commercial will we do? Do we do respest.
413 00:39:15.720 ⇒ 00:39:17.590 Amber Lin: Yes or no. Okay.
414 00:39:17.590 ⇒ 00:39:21.208 Amber Lin: So I’m looking for like, say, somebody calls and says,
415 00:39:22.246 ⇒ 00:39:33.349 ShannonMartinez: I live in Harper, Texas, and my Zip code is whatever number that is, 7, 8, 6, 3, 1 then I would as a Csr. Before I even go to build an account.
416 00:39:34.830 ⇒ 00:39:40.139 ShannonMartinez: If they’re wanting pest control, I’m gonna look at this and say, Oh, I’m sorry we don’t currently service that area.
417 00:39:40.620 ⇒ 00:39:40.899 ShannonMartinez: Yep.
418 00:39:41.180 ⇒ 00:39:41.950 Amber Lin: I see it.
419 00:39:41.950 ⇒ 00:39:43.410 ShannonMartinez: And then that’s it, that’s all.
420 00:39:43.940 ⇒ 00:39:46.370 Amber Lin: Is it in our central dog procedures?
421 00:39:49.160 ⇒ 00:39:51.050 Amber Lin: Oh, I don’t know.
422 00:39:51.050 ⇒ 00:39:52.460 JanieceGarcia: New Customers.
423 00:39:52.960 ⇒ 00:39:55.919 Amber Lin: Right. I think we should have a like a.
424 00:39:55.920 ⇒ 00:39:56.469 JanieceGarcia: Creating, an.
425 00:39:56.470 ⇒ 00:39:57.439 Amber Lin: Next to it.
426 00:39:57.440 ⇒ 00:39:58.759 JanieceGarcia: No creating an estimate.
427 00:39:58.760 ⇒ 00:39:59.330 Amber Lin: Okay.
428 00:40:01.070 ⇒ 00:40:05.420 JanieceGarcia: There is a creating an estimate no, that’s creating a hold.
429 00:40:06.590 ⇒ 00:40:10.359 JanieceGarcia: Starting from the get go, as I mentioned.
430 00:40:14.810 ⇒ 00:40:22.599 Amber Lin: I don’t know if we have a creating an estimate procedure. We have estimates scattered across. Oh, here.
431 00:40:22.600 ⇒ 00:40:23.900 JanieceGarcia: Creating an account.
432 00:40:23.900 ⇒ 00:40:24.530 Amber Lin: One.
433 00:40:25.908 ⇒ 00:40:27.760 ShannonMartinez: It’s warm, but it’s not hot.
434 00:40:27.760 ⇒ 00:40:29.349 ShannonMartinez: That’s not what we need.
435 00:40:29.350 ⇒ 00:40:40.360 ShannonMartinez: We’re not. We don’t have listed here on that process. Can you scroll right back up amber scheduling an estimate. Okay, so we need to add them in. We need to add it in there.
436 00:40:40.850 ⇒ 00:40:49.000 Amber Lin: Okay, let me move the like estimates up into the general procedures.
437 00:40:49.420 ⇒ 00:40:59.460 Amber Lin: So that would be alright. Let me write that down that we need.
438 00:40:59.460 ⇒ 00:41:03.110 JanieceGarcia: Scheduling. I have scheduling an estimate click. The estimate.
439 00:41:03.110 ⇒ 00:41:09.783 Amber Lin: Scheduling an estimate. I think we have somewhat similar stuff in there.
440 00:41:11.010 ⇒ 00:41:18.270 Amber Lin: also checking the service area sheet to see what’s covered.
441 00:41:21.300 ⇒ 00:41:27.199 ShannonMartinez: If we service the Zip code in that area. That’s be more along the wordings
442 00:41:30.000 ⇒ 00:41:38.769 ShannonMartinez: through I threw yvette for a wrench, because I added that document because we’re in here, and now she’s asking for clarification on what you originally asked her, because
443 00:41:39.260 ⇒ 00:41:41.049 ShannonMartinez: thing in there that was unrelated.
444 00:41:45.280 ⇒ 00:41:47.450 JanieceGarcia: When creating an account.
445 00:41:49.760 ⇒ 00:41:59.870 ShannonMartinez: Yeah, I think it should be before. I think it’s like entering a customer. I mean it does. It’s not even necessarily tied to just estimate it’s like, should we even create an account.
446 00:41:59.870 ⇒ 00:42:00.290 JanieceGarcia: Creating.
447 00:42:00.290 ⇒ 00:42:00.840 Amber Lin: That’s true.
448 00:42:00.840 ⇒ 00:42:06.649 JanieceGarcia: But I’m wondering I’m wanting to know why this is not in there, because I ha! I knew I had one.
449 00:42:07.180 ⇒ 00:42:09.540 Amber Lin: Create Account.
450 00:42:09.870 ⇒ 00:42:11.720 JanieceGarcia: I’m sending it to you. Amber.
451 00:42:11.720 ⇒ 00:42:12.520 Amber Lin: Account.
452 00:42:12.520 ⇒ 00:42:15.900 JanieceGarcia: I did it to the brain forge as well as your.
453 00:42:15.900 ⇒ 00:42:22.089 Amber Lin: Okay, deal, because I have a whole sop, and it is a breakdown. That would be great.
454 00:42:23.100 ⇒ 00:42:28.210 Amber Lin: is it? Is it here, or is it in the brain? Did you send it to Brain Forge?
455 00:42:28.600 ⇒ 00:42:30.440 JanieceGarcia: I just shared it. I don’t know what.
456 00:42:32.346 ⇒ 00:42:34.440 Amber Lin: Let’s see.
457 00:42:35.140 ⇒ 00:42:37.290 Amber Lin: So maybe it’s in my email.
458 00:42:42.870 ⇒ 00:42:44.029 JanieceGarcia: Oh, wait! Hold on!
459 00:42:45.520 ⇒ 00:42:46.969 JanieceGarcia: Oh! This is.
460 00:42:47.560 ⇒ 00:42:48.720 Amber Lin: Is this old.
461 00:42:49.350 ⇒ 00:42:52.990 JanieceGarcia: No, it’s not that, it’s old, it’s for the wrong one.
462 00:42:55.120 ⇒ 00:42:55.740 Amber Lin: Okay.
463 00:42:56.420 ⇒ 00:42:58.319 JanieceGarcia: I’m gonna keep. I’ll keep looking.
464 00:42:58.770 ⇒ 00:42:59.470 Amber Lin: All right.
465 00:42:59.740 ⇒ 00:43:00.829 Amber Lin: So point, it’s.
466 00:43:00.830 ⇒ 00:43:02.670 ShannonMartinez: Strange that we don’t have that.
467 00:43:02.970 ⇒ 00:43:04.670 ShannonMartinez: I know it’s got to. It’s got to.
468 00:43:04.670 ⇒ 00:43:08.559 ShannonMartinez: maybe somewhere where it says to check for the service area by zip.
469 00:43:10.180 ⇒ 00:43:10.850 JanieceGarcia: I’m very.
470 00:43:10.850 ⇒ 00:43:20.729 Amber Lin: Probably somewhere it probably got lost. I think now that we have a clear structure, it’s easier easier for us to know. Okay, that’s not in there, or it should be. But it’s not there.
471 00:43:23.200 ⇒ 00:43:26.160 JanieceGarcia: How to set up a new account. That’s what it’s called.
472 00:43:26.530 ⇒ 00:43:31.830 Amber Lin: Oh, it’s is it in? Oh, it’s under. It’s under billing.
473 00:43:32.400 ⇒ 00:43:33.510 Amber Lin: Okay.
474 00:43:33.990 ⇒ 00:43:54.420 JanieceGarcia: How to set up a new account. Main screen plus sign new customer. All ant eaters have the ability to speak with the customer in order to provide an estimate or schedule a service, make sure to do a 360 search, to 1st make sure that there is not an account already must have the proper authorization. Is it residential or commercial?
475 00:43:55.120 ⇒ 00:44:02.200 JanieceGarcia: Then, putting in the billing information, the service information, the connect preference in Route notifications branch.
476 00:44:03.200 ⇒ 00:44:07.419 JanieceGarcia: How do they hear about ABC for the source invoice and statements.
477 00:44:08.230 ⇒ 00:44:11.210 Amber Lin: So it doesn’t, is it? Is this somewhere here
478 00:44:12.860 ⇒ 00:44:18.020 Amber Lin: I’m looking at the billing section and like.
479 00:44:18.990 ⇒ 00:44:25.549 ShannonMartinez: Is there any necessarily billing per se? It’s more a customer account set up like Janice is saying.
480 00:44:29.233 ⇒ 00:44:34.039 ShannonMartinez: It’s like, Oh, I was just wondering if we added it here by accident.
481 00:44:34.800 ⇒ 00:44:36.360 ShannonMartinez: Oh, I see what you’re saying.
482 00:44:37.390 ⇒ 00:44:39.980 Amber Lin: Oh, oh, well.
483 00:44:39.980 ⇒ 00:44:40.340 JanieceGarcia: Oh!
484 00:44:40.340 ⇒ 00:44:44.730 Amber Lin: When you send me the new thing, I’ll add it in into the right area.
485 00:44:48.120 ⇒ 00:44:52.769 JanieceGarcia: I’m like I knew we had this, but
486 00:44:53.830 ⇒ 00:44:57.199 JanieceGarcia: could always get better on it. I like the other one better, but.
487 00:44:57.200 ⇒ 00:45:12.260 Amber Lin: Okay, alright. Let me see if there’s anything else wanted to tackle I think
488 00:45:12.810 ⇒ 00:45:19.999 Amber Lin: I I was working on this. The escalation flows, and also the call list flows.
489 00:45:22.660 ⇒ 00:45:28.829 Amber Lin: I wanted it to have steps. And I want each step to have the different scripts.
490 00:45:29.544 ⇒ 00:45:32.749 Amber Lin: Do you guys like this format?
491 00:45:33.810 ⇒ 00:45:34.490 JanieceGarcia: I do?
492 00:45:35.810 ⇒ 00:45:42.970 Amber Lin: It’s oh, gosh! It’s a little bit. It’s a little bit confusing. So is there.
493 00:45:42.970 ⇒ 00:45:48.590 JanieceGarcia: Really, though, I mean I I feel like it’s pretty cause we’re always looking for easy, right?
494 00:45:49.450 ⇒ 00:45:51.860 JanieceGarcia: So, especially if we can copy paste.
495 00:45:51.860 ⇒ 00:45:52.360 JanieceGarcia: Hmm.
496 00:45:52.360 ⇒ 00:45:53.020 ShannonMartinez: We’re
497 00:45:53.240 ⇒ 00:46:08.330 ShannonMartinez: that’s the one thing. So I was starting to, you know, prep people for central Doc, right? And they’re like, okay, so then you have to type everything in while you’re on the phone, the customer. It’s the click function that I think makes us so happy because you could just kind of click to it. We’re so.
498 00:46:08.850 ⇒ 00:46:27.650 ShannonMartinez: Seeing all the files on the drive. And so the click function is, gonna be instrumental when you’re doing the control F, and then you’re able to kind of click anything that we can like copy paste, because we’re so used to that in taking what we put in in service order instructions and plugging it into the notes, or taking a template
499 00:46:28.090 ⇒ 00:46:29.170 ShannonMartinez: that into a follow.
500 00:46:30.386 ⇒ 00:46:36.210 ShannonMartinez: The copy, if it can be anything that can be formatted where it’s just a double click control. C.
501 00:46:37.295 ⇒ 00:46:37.730 Amber Lin: Okay.
502 00:46:37.730 ⇒ 00:46:38.450 Amber Lin: Yep, okay.
503 00:46:39.180 ⇒ 00:46:40.000 ShannonMartinez: The second function.
504 00:46:41.040 ⇒ 00:46:41.380 JanieceGarcia: Yeah.
505 00:46:41.380 ⇒ 00:47:00.779 Amber Lin: So this is copy paste, I’ll say like, add, Oh, add copy and paste template sections.
506 00:47:03.350 ⇒ 00:47:04.340 Amber Lin: I think
507 00:47:04.440 ⇒ 00:47:33.529 Amber Lin: I think this is probably good for you guys to review. I’ll do. One last pass of escalation flows and call. List flows, and I will hand it off to you guys to perfect the wording of the scripts. Most of these are either taken from what we originally have or just AI. So we’ll need you guys to help look at the wording, and how people say things, because I think that’s the most important part. But I’ll make sure that all the structures are in place, and then I’ll ping you guys to edit them.
508 00:47:35.040 ⇒ 00:47:35.700 JanieceGarcia: Cool.
509 00:47:35.970 ⇒ 00:47:36.740 Amber Lin: Okay.
510 00:47:37.230 ⇒ 00:47:37.879 JanieceGarcia: Sounds good to me.
511 00:47:37.880 ⇒ 00:47:40.723 Amber Lin: Let’s let me see if there’s anything else
512 00:47:41.850 ⇒ 00:47:47.860 Amber Lin: I was looking also at for most.
513 00:47:47.860 ⇒ 00:47:51.100 JanieceGarcia: She’s going over that tomorrow. The pest bundle stuff she’s going.
514 00:47:51.100 ⇒ 00:47:51.630 Amber Lin: I know.
515 00:47:51.630 ⇒ 00:47:52.480 JanieceGarcia: That tomorrow.
516 00:47:52.660 ⇒ 00:47:58.194 Amber Lin: Okay, okay. So going over that as in like, new bundle stuff or.
517 00:47:58.620 ⇒ 00:48:03.749 JanieceGarcia: Actually handle it, because before we weren’t supposed to be the ones that handled.
518 00:48:03.750 ⇒ 00:48:04.880 Amber Lin: Like certain.
519 00:48:04.880 ⇒ 00:48:08.169 JanieceGarcia: Like charge backs. If the customer was canceling, it was just a
520 00:48:08.980 ⇒ 00:48:12.560 JanieceGarcia: customers canceling, and then we’re sending in the cancellation and.
521 00:48:13.095 ⇒ 00:48:13.470 Amber Lin: Okay.
522 00:48:13.470 ⇒ 00:48:18.060 JanieceGarcia: But there’s more steps now that we have to take. So we’re learning that.
523 00:48:18.060 ⇒ 00:48:18.740 Amber Lin: Okay. Okay.
524 00:48:18.740 ⇒ 00:48:19.180 JanieceGarcia: Tomorrow.
525 00:48:19.607 ⇒ 00:48:22.602 Amber Lin: I’ll hold that off for now then,
526 00:48:26.290 ⇒ 00:48:29.430 Amber Lin: Just quickly looking at the billing part.
527 00:48:30.020 ⇒ 00:48:34.029 Amber Lin: a few of these are still account management parts.
528 00:48:34.802 ⇒ 00:48:36.400 Amber Lin: Probably I’ll just.
529 00:48:36.750 ⇒ 00:48:40.040 Amber Lin: I’ll make a account section.
530 00:48:41.173 ⇒ 00:48:47.069 Amber Lin: For that contract entry, follow up.
531 00:48:47.820 ⇒ 00:48:52.020 ShannonMartinez: You have the time, the templates for the follow up.
532 00:48:55.110 ⇒ 00:48:56.549 ShannonMartinez: I think it would be nice.
533 00:48:57.430 ⇒ 00:48:59.499 ShannonMartinez: Have it here somewhere.
534 00:48:59.770 ⇒ 00:49:01.300 Amber Lin: I see so.
535 00:49:01.300 ⇒ 00:49:04.280 JanieceGarcia: It’s the type reason user.
536 00:49:04.280 ⇒ 00:49:05.160 Amber Lin: I used.
537 00:49:07.222 ⇒ 00:49:12.377 JanieceGarcia: Anytime, anytime a program is needing to be adjusted.
538 00:49:14.480 ⇒ 00:49:32.769 JanieceGarcia: because maybe maybe the customer didn’t have the initial and the month that it was planned to, and yet we had to push it into the next month. Well, we probably need to update their whole program and their billing, because that, you know it’s a month later, so we would have to send contract entry a follow up stating
539 00:49:33.610 ⇒ 00:49:36.029 JanieceGarcia: exactly that customer started later.
540 00:49:36.030 ⇒ 00:49:36.960 ShannonMartinez: Them too soon.
541 00:49:37.310 ⇒ 00:49:38.330 JanieceGarcia: Yeah, it has to do with.
542 00:49:38.330 ⇒ 00:49:40.820 JanieceGarcia: And then that’s their billing yeah, but the.
543 00:49:40.820 ⇒ 00:49:42.110 Amber Lin: Oh!
544 00:49:42.110 ⇒ 00:49:46.520 JanieceGarcia: Fill out where it says, number 5, fill out the form. That is the template right there.
545 00:49:48.610 ⇒ 00:49:49.600 Amber Lin: Oh, I see.
546 00:49:50.160 ⇒ 00:49:55.190 ShannonMartinez: Okay. So it’s it’s a lettered. So that’s why it looks like that. Okay, okay.
547 00:49:55.190 ⇒ 00:49:55.830 JanieceGarcia: Okay.
548 00:49:55.830 ⇒ 00:50:03.050 Amber Lin: I see. So this would be also related to billing. Honestly.
549 00:50:07.360 ⇒ 00:50:08.890 Amber Lin: These are notes.
550 00:50:09.880 ⇒ 00:50:16.989 ShannonMartinez: It’s a it’s a loaded. It’s a loaded answer. It’s just a loaded question with a loaded answer. Because they don’t. It’s not
551 00:50:17.390 ⇒ 00:50:19.739 ShannonMartinez: yes, it has to affect it affects their bill
552 00:50:20.030 ⇒ 00:50:25.530 ShannonMartinez: like invoicing, but it’s also like timeline of ongoing services.
553 00:50:26.735 ⇒ 00:50:32.720 Amber Lin: Okay, let me note that down X service.
554 00:50:32.720 ⇒ 00:50:36.300 ShannonMartinez: So say that I’m on schedule for today.
555 00:50:37.140 ⇒ 00:50:44.399 ShannonMartinez: and my 1st full month would be tomorrow, starting July first.st But I reset and I go to
556 00:50:45.200 ⇒ 00:50:52.269 ShannonMartinez: tomorrow’s date instead. There may be something in there that needs to get pushed out so that way. I don’t get an extra bill.
557 00:50:53.930 ⇒ 00:50:54.989 ShannonMartinez: Entry will do that.
558 00:50:55.640 ⇒ 00:50:56.430 Amber Lin: I see.
559 00:50:56.430 ⇒ 00:50:59.480 ShannonMartinez: Because tomorrow’s the first, st and it marks the beginning of a new month.
560 00:51:00.150 ⇒ 00:51:04.170 Amber Lin: I see pushing dates back so.
561 00:51:04.490 ⇒ 00:51:12.689 ShannonMartinez: The way that an initial is billed is kind of like a 1 time service, and then the monthly installments keep going on and on and on.
562 00:51:12.690 ⇒ 00:51:14.370 Amber Lin: Oh, okay.
563 00:51:14.370 ⇒ 00:51:14.980 JanieceGarcia: Yeah.
564 00:51:15.330 ⇒ 00:51:19.530 ShannonMartinez: So it would. It would affect me getting like built twice.
565 00:51:20.423 ⇒ 00:51:20.830 Amber Lin: I see.
566 00:51:20.830 ⇒ 00:51:23.710 ShannonMartinez: Timeline change outside of a month end.
567 00:51:25.920 ⇒ 00:51:31.140 Amber Lin: Okay, sounds good. Updating the program
568 00:51:32.580 ⇒ 00:51:38.310 Amber Lin: is that similar to this one to contract entry.
569 00:51:38.970 ⇒ 00:51:45.579 Amber Lin: So is there a way we would merge these 2, or do they have to stay separate things.
570 00:51:46.390 ⇒ 00:51:50.769 ShannonMartinez: Please keep them separate. Updating the program is more like on a user level.
571 00:51:51.740 ⇒ 00:52:04.929 ShannonMartinez: On a case by case basis, based on like resets and scheduling. Like, I can update the program. But there are some things that I cannot up update on the program from the contract entry level for the pay installments.
572 00:52:05.480 ⇒ 00:52:13.600 JanieceGarcia: The pay installments is gonna be the only thing that they don’t touch. But like for the updating the program that’s gonna be like what Shannon said. It’s it’s
573 00:52:14.840 ⇒ 00:52:34.610 JanieceGarcia: by a case. It’s per case per program. However, when we’re updating the actual program, that means that they were scheduled for their regular service this month, but they pushed it out into next month. Well, we don’t want to have. If it’s an every other month service we don’t want to have the next service in August.
574 00:52:35.070 ⇒ 00:52:41.579 JanieceGarcia: So we’re gonna go push August into July into September, September into October, you know. So on and so on.
575 00:52:43.920 ⇒ 00:52:44.810 JanieceGarcia: So it falls.
576 00:52:44.810 ⇒ 00:52:45.180 Amber Lin: And.
577 00:52:45.180 ⇒ 00:53:04.170 JanieceGarcia: The every other month, or the quarterly service, but the one, the 1st one where it needs to go to contract entry, that is strictly like, for when an initial is starting a whole month later, or a couple of months later, we need to be letting contract entry note because they cannot start their billing.
578 00:53:04.170 ⇒ 00:53:04.750 Amber Lin: I see.
579 00:53:04.750 ⇒ 00:53:05.230 JanieceGarcia: Soon.
580 00:53:05.230 ⇒ 00:53:11.069 Amber Lin: So the 1st one is for initial contracts, and the second one is for existing programs.
581 00:53:11.070 ⇒ 00:53:13.358 JanieceGarcia: Correct. There you go. Yeah, perfect.
582 00:53:14.300 ⇒ 00:53:16.550 Amber Lin: I see that makes a lot of sense.
583 00:53:16.750 ⇒ 00:53:28.929 Amber Lin: And then I know this one is related to. I was looking at the cancellations procedures. I’ll I think I’ll refer them to tell them to go search for this link. When they’re in that section.
584 00:53:29.855 ⇒ 00:53:34.860 Amber Lin: Linking new customer accounts. Okay, that is.
585 00:53:35.300 ⇒ 00:53:42.289 Amber Lin: that’s something I’ll include in the billing section for handling click to buy
586 00:53:45.240 ⇒ 00:53:48.790 Amber Lin: that’s also related. That’s also in billing, right? This one.
587 00:53:53.480 ⇒ 00:53:58.790 ShannonMartinez: No jinx.
588 00:53:58.790 ⇒ 00:54:01.572 Amber Lin: Where this? Where would this be used?
589 00:54:02.950 ⇒ 00:54:04.554 JanieceGarcia: So with those
590 00:54:05.090 ⇒ 00:54:06.499 ShannonMartinez: Scheduling an initial.
591 00:54:07.190 ⇒ 00:54:09.480 JanieceGarcia: It’s but it’s a click to buy.
592 00:54:09.680 ⇒ 00:54:10.350 ShannonMartinez: Yes.
593 00:54:10.350 ⇒ 00:54:17.589 Amber Lin: So click to buy. And that’s where I need to come up with something. For because this is specific.
594 00:54:17.640 ⇒ 00:54:41.529 JanieceGarcia: To my team. My team is the only one that handles click to buys initially, but if the payment doesn’t go through and the welcome teams trying to schedule the initial or the dispatch team is trying to schedule that service that they requested. Well, if the payment didn’t go through with us. Then they have to call out before it actually gets on schedule. So I need to have a process
595 00:54:42.759 ⇒ 00:54:50.180 JanieceGarcia: and maybe we can use the training deal. But I need to have a process, for if a click to buy, customer calls back.
596 00:54:51.650 ⇒ 00:54:54.960 JanieceGarcia: how does the Csr handle? Because the initial.
597 00:54:54.960 ⇒ 00:54:55.620 ShannonMartinez: One.
598 00:54:56.270 ⇒ 00:55:12.390 JanieceGarcia: Yeah. So the initial contact and communication it’s all done through online. And it’s with my team, my team. Only so they’re the only ones that’s gonna use this. So if somebody actually searches how to handle a click to buy, this is not going to be correct for them.
599 00:55:12.390 ⇒ 00:55:15.709 Amber Lin: Oh, okay, so this is only for
600 00:55:16.281 ⇒ 00:55:20.739 Amber Lin: is your team also. Csrs, should this be in the Csr’s instructions.
601 00:55:22.940 ⇒ 00:55:26.085 JanieceGarcia: They’re they are Csrs first.st Yes.
602 00:55:26.610 ⇒ 00:55:27.420 Amber Lin: Okay?
603 00:55:28.083 ⇒ 00:55:37.290 Amber Lin: So they would. Some of the Csrs would hand. This is for initial, and then we need to create a 1. For whence when.
604 00:55:37.290 ⇒ 00:55:37.630 JanieceGarcia: Wouldn’t.
605 00:55:37.630 ⇒ 00:55:40.369 Amber Lin: Customers call back what we do, what do we do?
606 00:55:40.370 ⇒ 00:55:53.450 JanieceGarcia: Exactly, because if the click to buy customer calls back and they want to cancel it, then you treat it as a regular cancellation. If the click to buy customer calls back because we’ve tried calling them, or they’re wanting to know why we weren’t.
607 00:55:53.450 ⇒ 00:56:11.840 JanieceGarcia: why we didn’t schedule them. It’s got to do with the payment, and we have to collect payment. And then that just goes to make sure. Okay, are you doing your 3 60 on the account. Are you making sure that to actually open up the notes in your date range to to look and see what happened? Because we’re gonna put in there, please collect payment before scheduling.
608 00:56:13.150 ⇒ 00:56:20.930 JanieceGarcia: You know. So if the customer does call back, they should see that. But of course we we need to be very granular. We can’t just be.
609 00:56:20.930 ⇒ 00:56:21.780 Amber Lin: Okay.
610 00:56:21.780 ⇒ 00:56:24.650 JanieceGarcia: You know, vague. So yeah, I need to come up with something.
611 00:56:24.890 ⇒ 00:56:37.370 Amber Lin: Okay, sounds good. I’ll I will add a section to click 2, 5.
612 00:56:38.010 ⇒ 00:56:44.070 Amber Lin: What to do when all that?
613 00:56:44.780 ⇒ 00:56:45.520 Amber Lin: Okay?
614 00:56:46.750 ⇒ 00:56:48.580 Amber Lin: And I will.
615 00:56:48.730 ⇒ 00:56:54.460 Amber Lin: I’ll add these into each of the different sections, so people can copy and paste.
616 00:56:54.840 ⇒ 00:56:55.970 Amber Lin: Oh, that format!
617 00:56:56.640 ⇒ 00:56:58.720 JanieceGarcia: I know I do, too. I think that’s perfect.
618 00:56:59.120 ⇒ 00:57:00.040 Amber Lin: I do?
619 00:57:00.040 ⇒ 00:57:04.490 ShannonMartinez: I just how how it aligns with the number 4, 5.
620 00:57:05.840 ⇒ 00:57:09.229 ShannonMartinez: It. That’s gonna impact the Csrs when they’re copying and pasting it.
621 00:57:09.510 ⇒ 00:57:17.109 JanieceGarcia: Yeah. And and not only that, though, I mean, if you think about it too, Sheena, if we keep the templates and like a bold print.
622 00:57:17.320 ⇒ 00:57:17.950 ShannonMartinez: Yes.
623 00:57:18.280 ⇒ 00:57:20.780 JanieceGarcia: Then they’re gonna learn if I see bold
624 00:57:21.440 ⇒ 00:57:23.820 JanieceGarcia: or large print. It’s going to be a template.
625 00:57:25.600 ⇒ 00:57:29.968 ShannonMartinez: I agree with you. I just think that the the numbers will cause some
626 00:57:30.980 ⇒ 00:57:36.400 Amber Lin: Yeah, I think once I once I copy them over into each of those sections, we won’t have these.
627 00:57:36.400 ⇒ 00:57:38.419 JanieceGarcia: We won’t have the numbers. Yeah.
628 00:57:38.680 ⇒ 00:57:40.080 Amber Lin: So that should be good.
629 00:57:42.640 ⇒ 00:57:44.360 Amber Lin: Okay, that’s
630 00:57:45.310 ⇒ 00:57:58.710 Amber Lin: let’s see, what time is it? Okay, we have 3 min left. I think that was all. I covered a lot of stuff on the agenda. I will. Next time we meet I’ll show we can.
631 00:57:58.960 ⇒ 00:58:12.750 Amber Lin: I’ll ping you guys when the escalation and call list flows are ready for you to edit. I will come up with initial draft for billing and for the coverage master Sheet, and I’ll see what my team can do to
632 00:58:13.416 ⇒ 00:58:17.980 Amber Lin: revamp this section. And I’ll also ping you guys when they’re ready to edit.
633 00:58:18.450 ⇒ 00:58:19.120 JanieceGarcia: Okay.
634 00:58:19.884 ⇒ 00:58:25.720 Amber Lin: And we’ll I’ll wait for Yvette to come back to us on on the promo section.
635 00:58:26.110 ⇒ 00:58:26.720 ShannonMartinez: Okay.
636 00:58:27.820 ⇒ 00:58:28.360 JanieceGarcia: I’m.
637 00:58:29.640 ⇒ 00:58:31.630 Amber Lin: Alright, sounds good.
638 00:58:31.630 ⇒ 00:58:33.939 JanieceGarcia: Cool. Thank you. Amber.
639 00:58:33.940 ⇒ 00:58:35.400 Amber Lin: Thank you.
640 00:58:35.400 ⇒ 00:58:36.100 JanieceGarcia: Bye.
641 00:58:36.360 ⇒ 00:58:37.100 Amber Lin: Bye.