Meeting Title: Commercial Andi | Kickoff Placeholder Date: 2025-10-22 Meeting participants: read.ai meeting notes, HaleyCoggan, Amber Lin, AndreaSamarripa, YvetteRuiz
WEBVTT
1 00:01:48.920 ⇒ 00:01:49.980 Amber Lin: Hi there!
2 00:01:50.580 ⇒ 00:01:52.410 HaleyCoggan: Hi! Can you hear me?
3 00:01:52.410 ⇒ 00:01:53.400 Amber Lin: I can hear you.
4 00:01:53.400 ⇒ 00:01:56.380 HaleyCoggan: Oh, okay. That’s weird, my headset’s connected, but…
5 00:01:56.590 ⇒ 00:02:00.140 HaleyCoggan: It’s, like, laying out loud on my finger. That’s it.
6 00:02:00.910 ⇒ 00:02:02.579 Amber Lin: Do you know if that’s gonna be here?
7 00:02:03.840 ⇒ 00:02:09.500 HaleyCoggan: I don’t know if that is. I think it might just be Andrew and I. Let me see.
8 00:02:11.400 ⇒ 00:02:15.800 Amber Lin: Let’s just wait 2 minutes, and then if she doesn’t show up, we’ll get started.
9 00:02:16.390 ⇒ 00:02:17.060 HaleyCoggan: Okay.
10 00:02:20.010 ⇒ 00:02:22.120 Amber Lin: I don’t think I’ve met your gods before.
11 00:02:23.370 ⇒ 00:02:24.330 HaleyCoggan: I mean, before in October.
12 00:02:24.330 ⇒ 00:02:26.140 Amber Lin: Oh, I see, I see.
13 00:02:27.860 ⇒ 00:02:31.299 HaleyCoggan: I’m in Austin, but yeah. Oh, there, there she is.
14 00:02:31.300 ⇒ 00:02:32.229 Amber Lin: Hi, Yvette!
15 00:02:32.250 ⇒ 00:02:33.350 YvetteRuiz: Bye!
16 00:02:33.990 ⇒ 00:02:35.559 YvetteRuiz: How are you guys?
17 00:02:36.020 ⇒ 00:02:37.110 Amber Lin: I’m doing well.
18 00:02:37.820 ⇒ 00:02:41.235 YvetteRuiz: Good
19 00:02:42.510 ⇒ 00:02:45.100 YvetteRuiz: All right, Amber, you’re gonna kick us off? Yeah.
20 00:02:45.760 ⇒ 00:02:48.660 YvetteRuiz: to kick it off. Did you meet everybody already?
21 00:02:49.090 ⇒ 00:02:53.589 Amber Lin: Well, I met Andrea before, haven’t met Haley yet.
22 00:02:53.900 ⇒ 00:02:56.699 YvetteRuiz: Okay, that’s Haley! Haley.
23 00:02:56.700 ⇒ 00:02:58.179 HaleyCoggan: I see you with it.
24 00:02:58.180 ⇒ 00:03:09.840 YvetteRuiz: Haley’s our lead in the commercial department, and she does a lot of… well, most of the training on the commercial piece of it, on the commercial side of it. On the commercial side of it. You’ll be working a lot with both of them.
25 00:03:10.890 ⇒ 00:03:28.740 Amber Lin: Awesome. My name is Amber. I am the project manager from Brainforge, which developed Andy. And so, today, the goal is to, one, help you, walk you through the process of what’s going to happen as we add Andy. We’ve done it for…
26 00:03:28.760 ⇒ 00:03:44.550 Amber Lin: all of the departments and residential so far, so the process is pretty clear, and we’ll be in touch, like, very constantly in Google Chat. So, and then, I do want to go through the documents that you sent me. I got that folder, and
27 00:03:44.730 ⇒ 00:04:03.499 Amber Lin: I created a list of all the documents, and I know from creating, say, the central doc for Andy, for the other departments that some of the documents might not be needed because they’re internal notes, or that they might be outdated, so I do want to go through to make sure that we have the right information.
28 00:04:03.590 ⇒ 00:04:05.060 Amber Lin: In the dock.
29 00:04:05.970 ⇒ 00:04:08.620 Amber Lin: That sounds good, the two main agendas.
30 00:04:09.230 ⇒ 00:04:09.800 AndreaSamarripa: Yes.
31 00:04:10.220 ⇒ 00:04:16.119 Amber Lin: Okay, awesome. So, let me share screen, and this is the…
32 00:04:16.709 ⇒ 00:04:22.880 Amber Lin: outlines what’s gonna happen. I’ll share this doc… With you guys.
33 00:04:23.340 ⇒ 00:04:24.390 Amber Lin: And…
34 00:04:27.070 ⇒ 00:04:35.439 Amber Lin: So, first off is the items that I need from you guys. So, I already got the commercial folder, that’s awesome. Awesome.
35 00:04:35.610 ⇒ 00:04:52.850 Amber Lin: And then I would need the emails of everyone in commercial. The reason I need that is, because there’s residential and commercial, and everybody uses the same Andy, we need to route the people to the right questions, or the right, section of their
36 00:04:53.030 ⇒ 00:05:05.099 Amber Lin: of the information so that, with the same question, the answer for residential and commercial might be different. So it’s very important that we actually have their emails, and then we know, okay, this person asking is from commercial.
37 00:05:06.280 ⇒ 00:05:09.950 Amber Lin: So, if I can get a list of that, that’ll be great.
38 00:05:11.450 ⇒ 00:05:18.840 AndreaSamarripa: Is that gonna affect the ones that we have overflowing for the residential pest side, or…
39 00:05:19.240 ⇒ 00:05:19.780 AndreaSamarripa: Like, will they.
40 00:05:19.780 ⇒ 00:05:20.169 Amber Lin: be able to…
41 00:05:20.170 ⇒ 00:05:21.230 AndreaSamarripa: get both?
42 00:05:21.290 ⇒ 00:05:32.170 Amber Lin: Perfect question. So that’s why I also, would love to have, people that’s overflow, and if you can mark which department they’re from, in the residential
43 00:05:32.390 ⇒ 00:05:39.199 Amber Lin: In the residential part, and that we can route, so they can get access to both those departments.
44 00:05:39.200 ⇒ 00:05:39.980 AndreaSamarripa: Okay.
45 00:05:39.980 ⇒ 00:05:40.500 Amber Lin: Yeah.
46 00:05:45.400 ⇒ 00:05:46.470 Amber Lin: So…
47 00:05:47.040 ⇒ 00:05:54.689 Amber Lin: The next step, after you share this document, is that we are going to create a central doc.
48 00:05:54.830 ⇒ 00:06:02.019 Amber Lin: So, let’s see, have you guys seen the Pest Central Dock before?
49 00:06:02.930 ⇒ 00:06:04.020 HaleyCoggan: I haven’t.
50 00:06:04.280 ⇒ 00:06:04.750 AndreaSamarripa: I’ve…
51 00:06:04.750 ⇒ 00:06:11.389 Amber Lin: I briefly glanced at it. Gotcha, let me share this with you. I do think the pest one is our most…
52 00:06:11.520 ⇒ 00:06:16.609 Amber Lin: polished one, because we worked on this for the longest time. So…
53 00:06:17.370 ⇒ 00:06:28.679 Amber Lin: This is a combination of all the documents we’ve had in PEST from all the different folders, combined into one Google Doc.
54 00:06:28.970 ⇒ 00:06:35.019 Amber Lin: The benefit, most immediately, is that you can search for something. So you can search…
55 00:06:35.150 ⇒ 00:06:39.919 Amber Lin: Cancellations, and then we’ll… and then you can go to the right parts.
56 00:06:40.280 ⇒ 00:06:51.089 Amber Lin: In the document, so it makes searching a lot easier. And how we make this is that we take the original document that we have.
57 00:06:51.090 ⇒ 00:07:08.739 Amber Lin: We clean it up, and then we add it to here with different headers, and that lets us make this document with clickable tables of contents. So you can see on the top, there’s… the first one’s, okay, how do we schedule things? So this is the…
58 00:07:08.760 ⇒ 00:07:21.500 Amber Lin: common SOPs of how do we do things. And then there’s specific ones of, okay, for pests, these are these specific services that might have different durations, service codes, and…
59 00:07:21.550 ⇒ 00:07:32.200 Amber Lin: How to do them. So we have that for, the specific categories, and for commercial, that’s gonna be, oh, commercial lawn, commercial pets, and how that is done.
60 00:07:33.110 ⇒ 00:07:36.840 Amber Lin: And then we have sections of,
61 00:07:36.940 ⇒ 00:07:53.039 Amber Lin: Say, the call center process and admin, which is mostly common across the board, across the company, and there’s, like, the cancellation flows, and how do you manage an account, how do you deal with billing, and then payment issues.
62 00:07:53.690 ⇒ 00:07:58.040 Amber Lin: And lastly, we have the service information, which is…
63 00:07:58.120 ⇒ 00:08:17.590 Amber Lin: what this service is, frequently asked questions, which doesn’t relate to how to do things, but is what is it, because customers sometimes ask for that. So that’s overall how we organize, the documents, and I’ve got
64 00:08:17.760 ⇒ 00:08:21.629 Amber Lin: this already, and I made the list
65 00:08:21.810 ⇒ 00:08:26.810 Amber Lin: To add, and for instance, Let me show…
66 00:08:26.810 ⇒ 00:08:29.640 YvetteRuiz: This is on the commercial, this is the commercial drive.
67 00:08:29.640 ⇒ 00:08:31.609 Amber Lin: Yeah, this is the commercial drive.
68 00:08:32.240 ⇒ 00:08:38.750 Amber Lin: Yeah, and for instance, this is what we did for mechanical. So we listed out everything
69 00:08:39.000 ⇒ 00:08:45.160 Amber Lin: And we added them one by one and made sure, okay, this is added, that’s… these are duplicates.
70 00:08:45.370 ⇒ 00:08:50.280 Amber Lin: These are quizzes, so we didn’t need to add them.
71 00:08:50.690 ⇒ 00:09:04.379 Amber Lin: And some of them are folders or team meeting notes, so we didn’t need to add them. So that would be the second part that I would love to go through today with you guys to confirm, okay, which documents are important.
72 00:09:05.230 ⇒ 00:09:10.540 Amber Lin: And also, in terms of communication, I’ll create a group chat
73 00:09:10.630 ⇒ 00:09:25.869 Amber Lin: With both of you, and you can feel free to add leaders in your team as well, so that it will be a lot faster than email, and you can Slack, you can send me images and problems that you run across, and I think that will be a lot faster.
74 00:09:27.000 ⇒ 00:09:29.649 Amber Lin: I’m gonna pause here to see if there’s any questions.
75 00:09:31.470 ⇒ 00:09:44.550 AndreaSamarripa: No, not yet. I have a question. Haley and I have our own drive that we share, and we have our quizzes and stuff in there. Do you need access to that one as well?
76 00:09:45.960 ⇒ 00:09:49.499 Amber Lin: What’s the difference between that drive and the one you shared with me?
77 00:09:49.750 ⇒ 00:10:01.539 AndreaSamarripa: The one I shared with you is specific to what everybody on our team does, like, specific to lawn scheduling, pest scheduling, all of those. The one that Haley and I share, it’s more of…
78 00:10:01.850 ⇒ 00:10:09.400 AndreaSamarripa: Like, how reports that we pull, quizzes when we do, like, overflow training, sign-offs.
79 00:10:09.400 ⇒ 00:10:12.480 Amber Lin: So those are more, like, team management…
80 00:10:12.480 ⇒ 00:10:24.030 YvetteRuiz: Yeah, that’s smart. What we want in here is strictly the SOPs, like the how-tos, you know what I mean? The questions that our agents are going to ask, and they need information for.
81 00:10:24.030 ⇒ 00:10:33.910 YvetteRuiz: So, like, any data that we’re gonna have to… they’re gonna have to search to get answers, or frequently asked questions, all that stuff, that’s what we want specifically in here.
82 00:10:33.910 ⇒ 00:10:46.600 YvetteRuiz: Like, that’s what, like, when Amber went through, the mechanical ones, like, they had quizzes, that’s stuff, like, they keep track for training purposes and stuff. This is just the questions that we go to to ask Andy for answers.
83 00:10:46.980 ⇒ 00:10:48.349 AndreaSamarripa: Okay, perfect, thank you.
84 00:10:49.030 ⇒ 00:11:04.240 Amber Lin: And mostly this… the audience for the central doc, and audience for Andy, for now at least, is the CSR. So, if the trainers have questions, and sometimes there’s information you might not want the CSRs to access.
85 00:11:04.240 ⇒ 00:11:17.109 Amber Lin: or you don’t want to confuse them, so we want… we just want to keep this really simple, and this is helping the CSRs work with the customers. So that’s, that’s the scope of this document.
86 00:11:17.240 ⇒ 00:11:27.469 Amber Lin: In the future, we can always expand to, okay, how do we manage teams? How do we do these quizzes? So that would be something different that we can work on in the future.
87 00:11:31.340 ⇒ 00:11:32.250 Amber Lin: Okay.
88 00:11:32.860 ⇒ 00:11:41.640 Amber Lin: Any questions before we go into these? I think for the next part, Yvette, you can…
89 00:11:41.930 ⇒ 00:11:57.400 Amber Lin: might not be super important, so if you have… if you have other stuff, feel free to hop, or just stay on and then listen in, because we’re just going to confirm these documents. So, what is this? Do we need it, and should we add it?
90 00:12:00.180 ⇒ 00:12:01.040 Amber Lin: Okay.
91 00:12:02.270 ⇒ 00:12:03.449 Amber Lin: Let’s get started.
92 00:12:06.440 ⇒ 00:12:17.280 Amber Lin: So, these are the folders that I see, and I think off the bat, I’m… I’m thinking that the team huddles don’t need to get added.
93 00:12:17.630 ⇒ 00:12:18.180 AndreaSamarripa: No.
94 00:12:18.180 ⇒ 00:12:20.620 HaleyCoggan: No. Okay, so I will…
95 00:12:21.100 ⇒ 00:12:28.490 Amber Lin: Okay, so I’ll say plotter is… Let me add one…
96 00:12:30.720 ⇒ 00:12:31.410 HaleyCoggan: Excuse me.
97 00:12:31.890 ⇒ 00:12:32.870 Amber Lin: Skip.
98 00:12:36.270 ⇒ 00:12:44.609 Amber Lin: So, I’m gonna say… Skip, and then… Team huddles, also.
99 00:12:44.820 ⇒ 00:12:45.610 Amber Lin: Skip.
100 00:12:46.430 ⇒ 00:12:49.609 Amber Lin: So, I’ll go down here and…
101 00:12:49.990 ⇒ 00:12:51.940 Amber Lin: Get rid of the plotter part.
102 00:12:54.680 ⇒ 00:12:55.470 Amber Lin: Okay.
103 00:13:00.900 ⇒ 00:13:04.810 HaleyCoggan: Probably Saturday schedule, too, we don’t need the Nandy.
104 00:13:04.810 ⇒ 00:13:06.110 Amber Lin: Okay.
105 00:13:06.370 ⇒ 00:13:07.820 Amber Lin: Let’s skip that.
106 00:13:08.450 ⇒ 00:13:12.360 Amber Lin: Repeat that as well.
107 00:13:15.110 ⇒ 00:13:18.780 Amber Lin: Okay, so let’s start in building.
108 00:13:19.410 ⇒ 00:13:20.190 Amber Lin: Here.
109 00:13:25.250 ⇒ 00:13:29.969 Amber Lin: I’m assuming all these would be added.
110 00:13:30.610 ⇒ 00:13:36.390 Amber Lin: Let’s see… Okay.
111 00:13:37.280 ⇒ 00:13:39.680 Amber Lin: These are all SOPs.
112 00:13:40.110 ⇒ 00:13:43.610 Amber Lin: Let’s check. This one is a spreadsheet.
113 00:13:43.860 ⇒ 00:13:48.139 Amber Lin: How do we… Use this spreadsheet, and…
114 00:13:48.780 ⇒ 00:13:52.879 Amber Lin: Is this something we would also like to add?
115 00:13:53.630 ⇒ 00:14:02.079 HaleyCoggan: So this tells our team who to reach out to for what, so I think that we should add this, and if we need to make it more clear, then…
116 00:14:02.080 ⇒ 00:14:02.860 Amber Lin: Okay.
117 00:14:11.750 ⇒ 00:14:12.710 Amber Lin: Art?
118 00:14:13.000 ⇒ 00:14:18.110 YvetteRuiz: Quick, quick question, Haley, who maintains that sheet when there’s changes? Is it you, or both of you guys?
119 00:14:18.110 ⇒ 00:14:26.919 HaleyCoggan: Trisona. Trisona has that sheet, and I reached out to her for that, because what I had was kind of what I just was making up. Well, not making up, but just what I…
120 00:14:26.920 ⇒ 00:14:27.550 YvetteRuiz: Yeah.
121 00:14:27.550 ⇒ 00:14:28.280 HaleyCoggan: the way.
122 00:14:28.560 ⇒ 00:14:28.960 YvetteRuiz: Okay.
123 00:14:28.960 ⇒ 00:14:30.449 HaleyCoggan: Yeah, just persona does.
124 00:14:30.450 ⇒ 00:14:36.830 YvetteRuiz: Okay, I just want to make sure that we know who the owner is, and that it’s kept updated, because, I mean, that’s the stuff that’s going to be in Andy.
125 00:14:36.830 ⇒ 00:14:38.700 HaleyCoggan: Important. Right, yeah.
126 00:14:40.260 ⇒ 00:14:45.400 Amber Lin: Great. So, next one, we have two of the same title.
127 00:14:45.510 ⇒ 00:14:50.400 Amber Lin: Are we going to add one or both of them?
128 00:14:50.750 ⇒ 00:14:52.190 Amber Lin: I think this is a training.
129 00:14:52.190 ⇒ 00:14:57.059 HaleyCoggan: One may just be a copy…
130 00:14:57.060 ⇒ 00:14:58.760 Amber Lin: Got it.
131 00:14:59.850 ⇒ 00:15:03.919 Amber Lin: in text anywhere, or is this… I think they’re both the same.
132 00:15:04.630 ⇒ 00:15:06.380 AndreaSamarripa: Yeah, they’re… they’re the same.
133 00:15:08.040 ⇒ 00:15:15.319 HaleyCoggan: This one we probably can just keep for our personal use, because this is used for training more, and we have SOPs on every single thing.
134 00:15:15.320 ⇒ 00:15:17.509 Amber Lin: Gotcha, okay, that will be, that will be…
135 00:15:17.510 ⇒ 00:15:18.030 HaleyCoggan: Awesome.
136 00:15:18.030 ⇒ 00:15:23.760 Amber Lin: So… PowerPoint… Oh.
137 00:15:26.650 ⇒ 00:15:33.720 Amber Lin: So I’ll say… Skip… have…
138 00:15:40.380 ⇒ 00:15:41.680 Amber Lin: of the…
139 00:15:42.690 ⇒ 00:15:52.880 Amber Lin: I don’t have access to these. Are these still used? And if so, I would need access to them to add them to the central dock.
140 00:15:53.800 ⇒ 00:15:57.200 HaleyCoggan: I think because somebody else owns it, let me see…
141 00:15:57.200 ⇒ 00:16:02.839 Amber Lin: So the email building escalation process and follow-up building escalation process.
142 00:16:03.650 ⇒ 00:16:07.029 HaleyCoggan: I don’t have access to that either, so I’m not sure who we should.
143 00:16:07.030 ⇒ 00:16:09.959 Amber Lin: Okay, so I assume people are not using it, if you.
144 00:16:09.960 ⇒ 00:16:10.610 HaleyCoggan: Right.
145 00:16:10.610 ⇒ 00:16:11.769 Amber Lin: access to that, okay.
146 00:16:12.770 ⇒ 00:16:18.080 Amber Lin: Let me say… no access… skip for now.
147 00:16:22.360 ⇒ 00:16:23.040 Amber Lin: Okay.
148 00:16:23.810 ⇒ 00:16:27.809 Amber Lin: Invoice installments… okay, what about this one?
149 00:16:28.410 ⇒ 00:16:30.290 Amber Lin: Portal accounts.
150 00:16:32.640 ⇒ 00:16:34.550 Amber Lin: What… how do we use this?
151 00:16:35.560 ⇒ 00:16:44.080 AndreaSamarripa: I’m sorry, can we go back really quickly? I do have access to the email billing escalation process, and it is a SOP.
152 00:16:44.510 ⇒ 00:16:45.280 Amber Lin: Great.
153 00:16:47.650 ⇒ 00:16:50.920 AndreaSamarripa: Do I send that one to the Brain Forge, or…
154 00:16:50.920 ⇒ 00:16:55.910 Amber Lin: Yeah, the Brainforge email would be awesome. If you have access to the other one, let me know as well.
155 00:16:56.310 ⇒ 00:16:57.030 AndreaSamarripa: Okay.
156 00:17:00.230 ⇒ 00:17:02.829 Amber Lin: Back to this one.
157 00:17:03.370 ⇒ 00:17:07.639 Amber Lin: What are the portal accounts used for? And it seems.
158 00:17:07.640 ⇒ 00:17:07.990 HaleyCoggan: Dude!
159 00:17:07.990 ⇒ 00:17:08.619 Amber Lin: Good.
160 00:17:09.359 ⇒ 00:17:16.119 HaleyCoggan: Yeah, this one we can probably skip over. This was just internal use to know what accounts, but…
161 00:17:16.359 ⇒ 00:17:21.719 HaleyCoggan: And our agents can see that on Evolve if their portal counts as necessary.
162 00:17:22.780 ⇒ 00:17:25.519 YvetteRuiz: They can. Haley now, they’ll know, right, because her flag.
163 00:17:25.520 ⇒ 00:17:26.270 HaleyCoggan: Okay.
164 00:17:26.270 ⇒ 00:17:26.579 YvetteRuiz: Alright.
165 00:17:26.589 ⇒ 00:17:28.179 HaleyCoggan: Yeah.
166 00:17:28.500 ⇒ 00:17:38.369 Amber Lin: Awesome, I got access to both of these then. So I will say to add… great. And then…
167 00:17:38.580 ⇒ 00:17:45.230 Amber Lin: Also, this W-9 certificate insurance, is that something we need to add, or is that more private information?
168 00:17:45.230 ⇒ 00:17:49.949 HaleyCoggan: We don’t need to add it because it expires anyways, so I think that was it.
169 00:17:50.380 ⇒ 00:17:51.489 HaleyCoggan: We don’t.
170 00:17:51.490 ⇒ 00:17:59.780 Amber Lin: Gotcha. Expired. Great. Okay, one folder down. Let’s go to the next one. So, this is call lists.
171 00:18:00.310 ⇒ 00:18:04.899 Amber Lin: There’s two on the top here that’s spreadsheets.
172 00:18:05.670 ⇒ 00:18:06.500 Amber Lin: We don’t need those.
173 00:18:07.180 ⇒ 00:18:07.550 Amber Lin: Okay.
174 00:18:07.550 ⇒ 00:18:08.460 HaleyCoggan: Yeah.
175 00:18:08.970 ⇒ 00:18:14.529 Amber Lin: So, let’s see… Billing call list.
176 00:18:15.430 ⇒ 00:18:16.190 Amber Lin: Skip.
177 00:18:21.110 ⇒ 00:18:23.180 Amber Lin: This one.
178 00:18:23.460 ⇒ 00:18:27.320 AndreaSamarripa: Really, any of those docs?
179 00:18:27.750 ⇒ 00:18:33.000 AndreaSamarripa: Until you… or the Google Sheets, until you get to call this procedure, we don’t need any of those.
180 00:18:33.000 ⇒ 00:18:37.229 Amber Lin: Okay, awesome. So, I will go ahead…
181 00:18:37.970 ⇒ 00:18:44.940 Amber Lin: Do that, call this procedure, we’ll add… Clarification…
182 00:18:45.380 ⇒ 00:18:49.450 Amber Lin: Okay, we’ll add that. What’s this?
183 00:18:51.990 ⇒ 00:18:53.630 HaleyCoggan: We don’t need to add that either.
184 00:18:53.630 ⇒ 00:18:54.270 Amber Lin: Okay.
185 00:18:55.390 ⇒ 00:18:58.720 Amber Lin: Skip, and then this is a duplicate.
186 00:18:59.180 ⇒ 00:19:02.230 Amber Lin: December… I assume the last two we also skip.
187 00:19:03.380 ⇒ 00:19:03.990 HaleyCoggan: Right.
188 00:19:03.990 ⇒ 00:19:05.779 Amber Lin: Okay, okay, perfect.
189 00:19:06.520 ⇒ 00:19:10.940 Amber Lin: Next one, and then we’re going to commercial sales.
190 00:19:13.230 ⇒ 00:19:14.290 Amber Lin: Right.
191 00:19:14.760 ⇒ 00:19:17.730 Amber Lin: I think we should add the cheat notes, right?
192 00:19:17.730 ⇒ 00:19:19.540 AndreaSamarripa: Yeah, let me get you access.
193 00:19:19.780 ⇒ 00:19:20.510 Amber Lin: Great.
194 00:19:21.550 ⇒ 00:19:31.880 Amber Lin: User guy, official tracker… Holes, initials, re-service, all request access there.
195 00:19:32.140 ⇒ 00:19:34.779 Amber Lin: Okay, I think we can add all of these.
196 00:19:43.960 ⇒ 00:19:45.010 Amber Lin: nose.
197 00:19:49.110 ⇒ 00:19:53.530 Amber Lin: holds initial reservice… Needs accent.
198 00:19:56.190 ⇒ 00:19:57.299 AndreaSamarripa: Sharing that one now.
199 00:19:57.500 ⇒ 00:19:58.730 Amber Lin: Okay, awesome.
200 00:20:03.930 ⇒ 00:20:09.180 Amber Lin: Great. I got… Just missing cheat notes.
201 00:20:10.100 ⇒ 00:20:10.990 AndreaSamarripa: Okay.
202 00:20:18.840 ⇒ 00:20:24.539 Amber Lin: And then for… Alright, so this is for home improvement.
203 00:20:27.410 ⇒ 00:20:30.880 Amber Lin: Call Flow Home Improvement Handyman Projects.
204 00:20:31.300 ⇒ 00:20:33.700 Amber Lin: I would.
205 00:20:34.500 ⇒ 00:20:36.210 Amber Lin: Need access.
206 00:20:37.710 ⇒ 00:20:40.790 Amber Lin: I’ll go back and confirm these once I…
207 00:20:40.900 ⇒ 00:20:45.350 Amber Lin: Once I get access. So I requested on the call flow one.
208 00:20:45.540 ⇒ 00:20:50.489 Amber Lin: What are these… I think they’re duplicates of one sheet.
209 00:20:50.490 ⇒ 00:20:56.119 HaleyCoggan: I think one… yeah, but we do need one, because it tells us the services that are covered.
210 00:20:56.120 ⇒ 00:21:01.320 Amber Lin: Yeah, this seems like a copy of the residential one. This is not.
211 00:21:01.320 ⇒ 00:21:02.010 HaleyCoggan: Oh, okay.
212 00:21:02.010 ⇒ 00:21:06.749 Amber Lin: from residential, right? We can… we’ll go ahead and add that, because we need it here, too.
213 00:21:07.570 ⇒ 00:21:08.190 HaleyCoggan: Okay.
214 00:21:08.190 ⇒ 00:21:11.240 Amber Lin: Okay, so I’ll take a note,
215 00:21:20.120 ⇒ 00:21:24.780 Amber Lin: Commercial call list… This one.
216 00:21:26.110 ⇒ 00:21:26.650 Amber Lin: Woodproof.
217 00:21:26.650 ⇒ 00:21:27.820 HaleyCoggan: This one, that’s true.
218 00:21:27.820 ⇒ 00:21:31.139 AndreaSamarripa: continued education. We won’t need it for Andy.
219 00:21:31.140 ⇒ 00:21:31.900 Amber Lin: Okay.
220 00:21:32.750 ⇒ 00:21:33.580 Amber Lin: Great.
221 00:21:36.690 ⇒ 00:21:42.649 Amber Lin: Handing me an estimate, emergency service scheduling, Okay, for the quick guide…
222 00:21:44.130 ⇒ 00:21:46.930 Amber Lin: Oh, okay, I’ll request access here.
223 00:21:48.250 ⇒ 00:21:49.600 Amber Lin: Quick guide…
224 00:21:58.370 ⇒ 00:22:10.160 Amber Lin: Home improvement scheduling… flow chart… New agreements… Are these the same?
225 00:22:10.560 ⇒ 00:22:13.049 AndreaSamarripa: Yes, they’re duplicated.
226 00:22:13.390 ⇒ 00:22:14.970 Amber Lin: I’ll just add one of them.
227 00:22:15.800 ⇒ 00:22:20.830 Amber Lin: Full department scheduling requests access.
228 00:22:20.830 ⇒ 00:22:21.710 HaleyCoggan: Access.
229 00:22:26.030 ⇒ 00:22:29.600 Amber Lin: Pool repair, pull routes and zips.
230 00:22:43.750 ⇒ 00:22:48.350 Amber Lin: And then… Not that the CE we don’t need.
231 00:22:48.650 ⇒ 00:22:51.340 Amber Lin: What about this one?
232 00:22:51.770 ⇒ 00:22:53.530 HaleyCoggan: Yes, would you be okay.
233 00:22:53.530 ⇒ 00:22:57.020 Amber Lin: Gotcha I’ll say I don’t have access.
234 00:23:01.320 ⇒ 00:23:06.669 AndreaSamarripa: So I just shared the pool route areas and zips, and one of those is a duplicate.
235 00:23:07.100 ⇒ 00:23:07.970 Amber Lin: Great.
236 00:23:08.350 ⇒ 00:23:13.200 AndreaSamarripa: School department scheduling, I don’t own it, so I’ve requested access, too. Okay.
237 00:23:13.200 ⇒ 00:23:14.760 Amber Lin: Sounds good.
238 00:23:15.020 ⇒ 00:23:16.830 Amber Lin: Let’s see what this is.
239 00:23:17.020 ⇒ 00:23:25.410 Amber Lin: Oh, okay, so we will… just for the technicians, we’ll add this to our zip code database.
240 00:23:26.020 ⇒ 00:23:37.600 YvetteRuiz: On, like, the… on me, I guess on, like, the pool stuff, the handyman stuff, is that just kind of narrowing to the residential, or is it tweaked more towards commercial?
241 00:23:38.360 ⇒ 00:23:42.989 HaleyCoggan: Not the zip code sheet, they’re the same as the residential. Okay.
242 00:23:44.000 ⇒ 00:23:45.079 HaleyCoggan: Oh, go ahead.
243 00:23:45.730 ⇒ 00:23:50.759 YvetteRuiz: Oh, no, no, I was just gonna say, like, the other scheduling, the… the how-tos and the SOPs…
244 00:23:51.830 ⇒ 00:23:58.809 HaleyCoggan: Yeah, but yeah, this one is same with residential, it mirrors the same thing for handyman Pool, but .
245 00:23:59.050 ⇒ 00:23:59.930 Amber Lin: Oh…
246 00:23:59.930 ⇒ 00:24:02.589 HaleyCoggan: Because not everyone’s overflow for…
247 00:24:02.590 ⇒ 00:24:09.270 Amber Lin: Yeah, and also, we only have pool inspectors. We recently added long technicians, but we don’t have…
248 00:24:09.610 ⇒ 00:24:12.110 Amber Lin: Pool technicians, so we need to add that regardless.
249 00:24:13.110 ⇒ 00:24:13.730 Amber Lin: Yeah.
250 00:24:13.730 ⇒ 00:24:15.879 YvetteRuiz: Yeah, because that would be a universal tool.
251 00:24:17.180 ⇒ 00:24:20.640 Amber Lin: Home Improvement Schedule Quick Guide.
252 00:24:21.590 ⇒ 00:24:22.829 YvetteRuiz: There we go.
253 00:24:23.020 ⇒ 00:24:24.060 Amber Lin: this one.
254 00:24:30.100 ⇒ 00:24:41.620 HaleyCoggan: This one is kind of repeated throughout the SOPs. We probably don’t need this one. There’s already a flow chart in here, and SOPs for each of those traits.
255 00:24:42.500 ⇒ 00:24:44.410 Amber Lin: Okay.
256 00:24:52.830 ⇒ 00:24:54.489 Amber Lin: And then call flow…
257 00:25:00.320 ⇒ 00:25:11.750 Amber Lin: Great. And then for these images, we will copy it over, but Andy won’t pick up what’s in the images or in tables, Andy only picks up the text.
258 00:25:11.750 ⇒ 00:25:21.549 Amber Lin: So, if there’s anything super important in the images, we can always rephrase that in the text, and we can keep the images there, because it’s a nice visual guidance, but
259 00:25:21.550 ⇒ 00:25:24.769 Amber Lin: The AI just picks up less,
260 00:25:26.360 ⇒ 00:25:30.469 Amber Lin: If there’s images. Sorry, it just does not pick up images or tables.
261 00:25:31.630 ⇒ 00:25:43.419 HaleyCoggan: So, the escalate… so the home and pool escalation flowchart, it is more visual. Do we need to rewrite that in two, like… let me look and see.
262 00:25:43.960 ⇒ 00:25:45.129 Amber Lin: So, like, some of this…
263 00:25:45.130 ⇒ 00:25:47.409 HaleyCoggan: This is… this is Brenda’s…
264 00:25:47.530 ⇒ 00:25:50.570 AndreaSamarripa: She… has she already done it, Yvette?
265 00:25:51.860 ⇒ 00:25:58.370 YvetteRuiz: They’ve already incorporated all their home improvement stuff has already put all their… I don’t know how this came out, Amber, on their end.
266 00:25:59.210 ⇒ 00:26:00.980 YvetteRuiz: I think, because it’s the same thing.
267 00:26:00.980 ⇒ 00:26:08.579 Amber Lin: Yeah, I think we just converted it to text, because it’s… it could be, say, this is a bullet point, and these are 3 bullet points under that.
268 00:26:08.580 ⇒ 00:26:15.019 HaleyCoggan: But, like, if you click on that orange box, the big one, which says offer reservice, that’s not text.
269 00:26:15.300 ⇒ 00:26:16.160 HaleyCoggan: Or does it copy?
270 00:26:16.160 ⇒ 00:26:17.780 Amber Lin: It’s imperative.
271 00:26:17.890 ⇒ 00:26:22.540 Amber Lin: We can do image conversion to text, that’s not a problem, it’s just we need.
272 00:26:22.540 ⇒ 00:26:23.300 HaleyCoggan: Okay, gotcha.
273 00:26:23.300 ⇒ 00:26:27.640 Amber Lin: We need to know that, oh, this is the image, so we actually do that. I’ll take a note here.
274 00:26:27.960 ⇒ 00:26:47.560 YvetteRuiz: Yeah, and what you guys want to remember is what’s easy, right? Like, what’s the step-by-step? And that’s kind of what we want to try to get to. Again, once we create your central doc, your one source of truth, they can click in there and go into more depth and see all that stuff, but what you want from Andy is just the quick answers that they need. Right.
275 00:26:47.560 ⇒ 00:26:48.030 AndreaSamarripa: Okay.
276 00:26:48.030 ⇒ 00:26:49.350 Amber Lin: Okay.
277 00:26:50.780 ⇒ 00:26:54.769 YvetteRuiz: And that was my question earlier, was, like, on the home improvement.
278 00:26:55.470 ⇒ 00:27:04.709 YvetteRuiz: I don’t think that there’s anything, and maybe there is, tailored specifically to commercial. Is it just the same documents that they use, or it’s a little bit different?
279 00:27:04.710 ⇒ 00:27:05.430 AndreaSamarripa: Kinda?
280 00:27:05.430 ⇒ 00:27:05.910 HaleyCoggan: It is true.
281 00:27:05.910 ⇒ 00:27:13.649 AndreaSamarripa: But the window cleaning, the only difference is we use lifts for large jobs, and there’s… there’s a process for that.
282 00:27:14.410 ⇒ 00:27:22.580 HaleyCoggan: And pool, we use the commercial service code, which is also listed for scheduling commercial Jobs. Repairs.
283 00:27:22.580 ⇒ 00:27:23.230 Amber Lin: Mmm.
284 00:27:24.620 ⇒ 00:27:27.330 AndreaSamarripa: But essentially, everything else is the same.
285 00:27:27.510 ⇒ 00:27:28.380 YvetteRuiz: Yeah.
286 00:27:28.380 ⇒ 00:27:45.560 Amber Lin: Gotcha. I mean, we can create them separately for now, because even within residential, there’s a lot of stuff that is very similar, like how they… with the account management, sometimes with the billing stuff, they’re all the same, so we do want to
287 00:27:45.560 ⇒ 00:27:50.400 Amber Lin: Aim to combine everything after we do have every one. And then when we…
288 00:27:50.510 ⇒ 00:27:55.189 Amber Lin: do the combination, we can combine stuff that’s the same in residential and commercial.
289 00:27:55.350 ⇒ 00:27:55.680 AndreaSamarripa: Okay.
290 00:27:55.680 ⇒ 00:27:58.589 Amber Lin: I think we can just add everything now, because,
291 00:27:59.080 ⇒ 00:28:02.010 Amber Lin: the main goal is that I want this to be…
292 00:28:02.740 ⇒ 00:28:15.040 Amber Lin: as familiar as possible to the CSRs, so we’ll try to keep the original wording if possible, and then in the future, once they get used to this new central dog, we can change over.
293 00:28:15.450 ⇒ 00:28:20.169 AndreaSamarripa: Okay, can I ask, on the central dock, once we get everything in place, like.
294 00:28:20.790 ⇒ 00:28:27.360 AndreaSamarripa: Do Haley and I still keep ownership, and we can make edits on our sheets that we have in there?
295 00:28:27.600 ⇒ 00:28:33.570 Amber Lin: Yeah, totally. So right now… our process with Andy.
296 00:28:33.720 ⇒ 00:28:39.630 Amber Lin: is that, so people… we chat with Andy, and then we submit.
297 00:28:39.630 ⇒ 00:28:40.930 YvetteRuiz: Feedback.
298 00:28:41.010 ⇒ 00:28:42.240 Amber Lin: To Andy?
299 00:28:42.290 ⇒ 00:29:02.169 Amber Lin: And then the feedback goes into our ticketing system, which is very much like Evolve, and if it’s something that’s missing in the central doc, we assign it to the trainers on the team, and if it’s something that’s on our end, so if it’s in the central doc but not showing up, it’s assigned to us, and then
300 00:29:02.170 ⇒ 00:29:07.339 Amber Lin: you guys will be responsible for updating the central dot, because I think it…
301 00:29:07.750 ⇒ 00:29:20.160 Amber Lin: Because we can’t determine what’s the right wording, and you guys have the experience. So that’s how we divide work, is that we’ll help fix the system problems, and you guys can help fix the content in there.
302 00:29:20.510 ⇒ 00:29:21.730 AndreaSamarripa: Okay, thank you.
303 00:29:21.730 ⇒ 00:29:36.309 Amber Lin: Yeah, and I know eventually we do want to move everybody to the central dock, so the goal is that all these documents eventually will be archived, and people will go off of the central dock as the only document.
304 00:29:36.690 ⇒ 00:29:37.270 AndreaSamarripa: Okay.
305 00:29:39.740 ⇒ 00:29:49.879 Amber Lin: I don’t know if we’ll get through everything today, I know we’re almost at time. Do you guys have time, to extend this decision, or do you want to book another one?
306 00:29:51.850 ⇒ 00:29:57.800 YvetteRuiz: I have a 1030, but I’ll let the ladies answer, because they’re going to be able to give you a little more on this, Amber.
307 00:29:58.480 ⇒ 00:29:58.940 AndreaSamarripa: I’m free.
308 00:29:58.940 ⇒ 00:29:59.400 HaleyCoggan: Damn.
309 00:29:59.740 ⇒ 00:30:00.590 AndreaSamarripa: Good September.
310 00:30:00.590 ⇒ 00:30:02.320 HaleyCoggan: We can too, yeah, it’s fine.
311 00:30:02.320 ⇒ 00:30:09.819 Amber Lin: Okay, Yvette, feel free to hop, and then we can keep you posted, and we’re just going through documents, so no big deal.
312 00:30:10.980 ⇒ 00:30:12.789 YvetteRuiz: Yeah, alrighty, thanks guys!
313 00:30:12.790 ⇒ 00:30:13.540 AndreaSamarripa: Thank you, Eva.
314 00:30:13.540 ⇒ 00:30:14.180 YvetteRuiz: Bye.
315 00:30:15.780 ⇒ 00:30:16.830 Amber Lin: Alright.
316 00:30:17.330 ⇒ 00:30:21.510 Amber Lin: okay, these are good.
317 00:30:22.630 ⇒ 00:30:29.350 Amber Lin: Oh, and then we have… Half the…
318 00:30:30.990 ⇒ 00:30:38.259 Amber Lin: different PowerPoints. I remember when I did the lawn documents, These were…
319 00:30:38.620 ⇒ 00:30:42.850 Amber Lin: These were already added, so I assume these were from residential?
320 00:30:43.020 ⇒ 00:30:54.610 HaleyCoggan: Right, yeah. The only difference here is our guidelines are specific to… the spreadsheet is, for commercial.
321 00:30:55.540 ⇒ 00:30:56.640 Amber Lin: I see.
322 00:30:58.530 ⇒ 00:31:03.310 HaleyCoggan: Well, actually, not everything. The commercial irrigation is different.
323 00:31:03.500 ⇒ 00:31:04.600 HaleyCoggan: as well.
324 00:31:07.640 ⇒ 00:31:10.060 HaleyCoggan: irrigation trackers.
325 00:31:10.060 ⇒ 00:31:16.869 Amber Lin: Let’s see. Okay, let’s just go through this, then. For this holiday light procedures, do we need to add it?
326 00:31:17.950 ⇒ 00:31:21.750 HaleyCoggan: Let me just see… I believe so, but I need to watch.
327 00:31:21.750 ⇒ 00:31:22.420 Amber Lin: Okay.
328 00:31:22.890 ⇒ 00:31:26.339 Amber Lin: I’ll request access on these two…
329 00:31:27.040 ⇒ 00:31:32.450 Amber Lin: And then for the PowerPoint, so Holiday Lights 2023, I assume we can skip that?
330 00:31:32.590 ⇒ 00:31:37.110 HaleyCoggan: Okay, yeah, we can skip that, and then we do need the holiday light procedures.
331 00:31:37.270 ⇒ 00:31:39.020 Amber Lin: Okay, great, sounds good.
332 00:31:39.950 ⇒ 00:31:45.079 Amber Lin: Holiday lights for installations, also need access.
333 00:31:46.120 ⇒ 00:31:49.710 Amber Lin: Holiday Lights Training. Do we need this one?
334 00:31:49.710 ⇒ 00:31:50.280 HaleyCoggan: noticed.
335 00:31:50.620 ⇒ 00:31:53.890 HaleyCoggan: No, we can skip that one, and the irrigation.
336 00:31:53.890 ⇒ 00:31:54.400 Amber Lin: Okay.
337 00:31:56.330 ⇒ 00:32:02.069 Amber Lin: Irrigation tracker. What’s the difference between the dock and the spreadsheet?
338 00:32:02.280 ⇒ 00:32:03.690 Amber Lin: Oh, this is how to use…
339 00:32:03.690 ⇒ 00:32:11.119 AndreaSamarripa: Yeah, one is a… one is a SOP, and one is an actual trade. This one, I don’t think you need it. It’s not pertinent to Andy.
340 00:32:11.120 ⇒ 00:32:12.540 Amber Lin: Okay, great.
341 00:32:13.090 ⇒ 00:32:14.540 AndreaSamarripa: So…
342 00:32:20.910 ⇒ 00:32:23.210 Amber Lin: Landscape pictures.
343 00:32:24.650 ⇒ 00:32:28.659 HaleyCoggan: Well, since they won’t convert to Andy, there’s no…
344 00:32:31.350 ⇒ 00:32:36.000 Amber Lin: Mmm… Landscape questions…
345 00:32:36.620 ⇒ 00:32:37.640 HaleyCoggan: Yes.
346 00:32:39.970 ⇒ 00:32:42.960 Amber Lin: Long care maintenance, I’ll request access.
347 00:32:44.850 ⇒ 00:32:47.210 Amber Lin: On sheet notes…
348 00:32:52.130 ⇒ 00:32:54.749 Amber Lin: long commercial guidelines.
349 00:32:56.710 ⇒ 00:32:59.900 Amber Lin: Oh, so this is… Huh.
350 00:33:00.230 ⇒ 00:33:01.590 Amber Lin: Okay.
351 00:33:01.700 ⇒ 00:33:03.540 Amber Lin: Is this different from…
352 00:33:03.720 ⇒ 00:33:05.990 HaleyCoggan: It is, because it’s specific to.
353 00:33:05.990 ⇒ 00:33:06.910 AndreaSamarripa: Commercial.
354 00:33:07.030 ⇒ 00:33:14.669 Amber Lin: Oh, okay, and would we need to add these people These are all technicians, right?
355 00:33:15.140 ⇒ 00:33:17.719 HaleyCoggan: Correct, yeah, it has these signed zip codes, and…
356 00:33:17.720 ⇒ 00:33:18.980 Amber Lin: Oh, okay.
357 00:33:20.430 ⇒ 00:33:23.030 Amber Lin: Commercial guidelines…
358 00:33:39.530 ⇒ 00:33:40.510 Amber Lin: Alright.
359 00:33:40.770 ⇒ 00:33:44.990 Amber Lin: I think for the tree CE, we don’t need it.
360 00:33:45.670 ⇒ 00:33:47.409 HaleyCoggan: No, we can skip that one.
361 00:33:47.410 ⇒ 00:33:48.120 Amber Lin: Okay.
362 00:33:48.460 ⇒ 00:33:51.620 Amber Lin: What about the tree training PowerPoint?
363 00:33:52.170 ⇒ 00:33:53.910 HaleyCoggan: No, we can skip that one, too.
364 00:33:53.910 ⇒ 00:33:54.430 Amber Lin: Okay.
365 00:33:58.020 ⇒ 00:33:58.950 Amber Lin: Okay, great.
366 00:33:58.950 ⇒ 00:33:59.620 HaleyCoggan: Okay.
367 00:33:59.860 ⇒ 00:34:04.310 Amber Lin: Then to commercial pass. Okay, almost there.
368 00:34:05.230 ⇒ 00:34:06.640 Amber Lin: We have half.
369 00:34:08.590 ⇒ 00:34:15.079 Amber Lin: Check cage… I assume we will skip the video.
370 00:34:15.790 ⇒ 00:34:23.839 Amber Lin: The commercial skills and zips, I would… I think I would need that.
371 00:34:24.780 ⇒ 00:34:28.980 HaleyCoggan: The commercial pest, what’s happening is also outdated, we don’t need that one.
372 00:34:28.980 ⇒ 00:34:30.440 Amber Lin: Oh, okay.
373 00:34:39.400 ⇒ 00:34:43.499 Amber Lin: Do we need this one? This is what we sent to the customer.
374 00:34:47.020 ⇒ 00:34:48.449 AndreaSamarripa: We can…
375 00:34:48.690 ⇒ 00:34:53.899 AndreaSamarripa: Haley, do you wanna… yeah, we can just put that in our shared drive to share with our team when needed.
376 00:34:54.250 ⇒ 00:34:54.650 Amber Lin: Okay.
377 00:34:54.659 ⇒ 00:34:55.319 HaleyCoggan: Okay.
378 00:34:55.989 ⇒ 00:35:02.859 Amber Lin: I can always put a link in the document, but since it’s a PDF, It might be…
379 00:35:03.100 ⇒ 00:35:04.829 Amber Lin: Hard to show up.
380 00:35:14.300 ⇒ 00:35:15.820 Amber Lin: What’s on call?
381 00:35:16.740 ⇒ 00:35:19.269 AndreaSamarripa: That’s internal use.
382 00:35:19.270 ⇒ 00:35:19.760 Amber Lin: Okay.
383 00:35:19.760 ⇒ 00:35:21.960 AndreaSamarripa: Well, do we want to put that in…
384 00:35:22.080 ⇒ 00:35:22.880 AndreaSamarripa: Andy?
385 00:35:22.880 ⇒ 00:35:27.030 HaleyCoggan: I think so, because we update that every…
386 00:35:27.670 ⇒ 00:35:28.939 AndreaSamarripa: Let me get you access.
387 00:35:31.530 ⇒ 00:35:37.810 Amber Lin: Scheduling… Pet site log. I assume we wouldn’t.
388 00:35:38.270 ⇒ 00:35:38.910 Amber Lin: Add that.
389 00:35:38.910 ⇒ 00:35:39.540 HaleyCoggan: That’s something we.
390 00:35:39.540 ⇒ 00:35:40.779 Amber Lin: Sent to clients, right?
391 00:35:40.780 ⇒ 00:35:44.230 AndreaSamarripa: Yeah, can we do it like we did the Notice of Pest Control Treatment?
392 00:35:44.680 ⇒ 00:35:50.350 Amber Lin: Okay, Pdf… Add link.
393 00:35:54.050 ⇒ 00:35:54.840 Amber Lin: Alright.
394 00:35:55.120 ⇒ 00:35:57.069 Amber Lin: On to the next.
395 00:35:59.260 ⇒ 00:36:01.190 Amber Lin: I think we add both of these.
396 00:36:01.430 ⇒ 00:36:02.519 Amber Lin: Yeah. We’ll just add them.
397 00:36:03.130 ⇒ 00:36:06.930 Amber Lin: And then for onboarding… .
398 00:36:06.930 ⇒ 00:36:08.980 HaleyCoggan: Not the tracker.
399 00:36:09.350 ⇒ 00:36:10.050 Amber Lin: Great, okay.
400 00:36:10.050 ⇒ 00:36:12.320 HaleyCoggan: But I think everything else be… yeah.
401 00:36:16.560 ⇒ 00:36:20.039 Amber Lin: Skip on these two.
402 00:36:20.600 ⇒ 00:36:24.020 Amber Lin: Onboarding, email, new commercial group, okay.
403 00:36:25.100 ⇒ 00:36:27.370 Amber Lin: Now, service channel.
404 00:36:30.280 ⇒ 00:36:33.249 HaleyCoggan: Yeah, I think we can add all of these.
405 00:36:35.880 ⇒ 00:36:42.590 Amber Lin: The… new accounts.
406 00:36:43.110 ⇒ 00:36:45.630 Amber Lin: Let’s see, okay, we’ll add all of that.
407 00:36:46.280 ⇒ 00:36:54.760 Amber Lin: And… Skip team huddles… Last one, last folder, Universal.
408 00:36:57.280 ⇒ 00:36:57.920 Amber Lin: Oh.
409 00:36:57.920 ⇒ 00:36:58.740 HaleyCoggan: Oh.
410 00:36:59.580 ⇒ 00:37:04.410 Amber Lin: Do we need this one? I can add… we… I guess I can add it as a PDF.
411 00:37:05.030 ⇒ 00:37:06.860 Amber Lin: Add link.
412 00:37:07.220 ⇒ 00:37:08.280 Amber Lin: PDF.
413 00:37:08.520 ⇒ 00:37:11.529 Amber Lin: Cancellation follow-up, so request access.
414 00:37:12.240 ⇒ 00:37:17.860 Amber Lin: Cancellations, family tree… Commercial PowerPoint.
415 00:37:18.790 ⇒ 00:37:21.030 HaleyCoggan: We can skip that one, that’s training.
416 00:37:21.030 ⇒ 00:37:21.650 AndreaSamarripa: training.
417 00:37:26.490 ⇒ 00:37:31.619 Amber Lin: Deceased customers all request access to
418 00:37:31.770 ⇒ 00:37:34.270 Amber Lin: One of them, and the other one’s a duplicate.
419 00:37:34.780 ⇒ 00:37:36.889 Amber Lin: I think we have it for…
420 00:37:37.460 ⇒ 00:37:39.440 Amber Lin: Are we out of there for pests?
421 00:37:39.900 ⇒ 00:37:49.579 AndreaSamarripa: Yeah, so that is Janiece’s copy from Residential Pest, so I was wondering if that’s why our access was stripped, because I don’t have access to that one anymore either.
422 00:37:51.190 ⇒ 00:37:52.430 Amber Lin: I see.
423 00:37:53.010 ⇒ 00:37:55.869 HaleyCoggan: Owner changes, workflow, and then work.
424 00:37:56.570 ⇒ 00:37:58.010 Amber Lin: Is this…
425 00:37:58.170 ⇒ 00:38:00.580 Amber Lin: Something you want the CSRs to see?
426 00:38:01.230 ⇒ 00:38:04.650 HaleyCoggan: No, and neither do… we don’t need that or the template.
427 00:38:04.840 ⇒ 00:38:09.610 HaleyCoggan: one, because that’s just a training sign-off. I don’t know why that’s in this one.
428 00:38:11.400 ⇒ 00:38:15.120 Amber Lin: I think it’s probably team management related, yeah.
429 00:38:15.330 ⇒ 00:38:18.200 HaleyCoggan: Yeah, we need to move that to audit. Okay.
430 00:38:22.130 ⇒ 00:38:22.980 Amber Lin: Alright.
431 00:38:23.220 ⇒ 00:38:31.269 AndreaSamarripa: So, the phonetic alphabet… I don’t know who… do we need that, Haley? I don’t.
432 00:38:31.270 ⇒ 00:38:32.749 Amber Lin: I don’t think so.
433 00:38:33.030 ⇒ 00:38:34.550 HaleyCoggan: No, you can cheat that.
434 00:38:34.550 ⇒ 00:38:35.430 Amber Lin: Okay.
435 00:38:41.990 ⇒ 00:38:42.800 Amber Lin: Alright.
436 00:38:43.750 ⇒ 00:38:45.240 Amber Lin: Sounds good.
437 00:38:45.690 ⇒ 00:38:46.610 Amber Lin: Great.
438 00:38:47.140 ⇒ 00:38:57.009 Amber Lin: Yeah, that’s everything. Is there anything else, separate spreadsheets, separate notes that you would also like to add, apart from this folder?
439 00:38:57.740 ⇒ 00:39:04.010 Amber Lin: Anything in your… the drive that you guys mentioned, like, anything there you think will be helpful for the CSRs?
440 00:39:04.720 ⇒ 00:39:09.079 HaleyCoggan: I don’t think so, but that torchy’s one we don’t need, I saw.
441 00:39:09.080 ⇒ 00:39:09.910 Amber Lin: Which one?
442 00:39:10.880 ⇒ 00:39:11.630 HaleyCoggan: torches.
443 00:39:11.630 ⇒ 00:39:16.490 AndreaSamarripa: There’s a Torchy power washing sheet, it’s not in a folder, it’s by itself.
444 00:39:17.440 ⇒ 00:39:21.390 HaleyCoggan: Yeah, we don’t need that, because they canceled service needs a while ago.
445 00:39:29.420 ⇒ 00:39:30.250 Amber Lin: Okay.
446 00:39:32.000 ⇒ 00:39:34.340 Amber Lin: That is everything, then.
447 00:39:34.530 ⇒ 00:39:41.660 AndreaSamarripa: On the… can you go back to the onboarding, which… I noticed you needed access to several of the sheets, was there…
448 00:39:43.820 ⇒ 00:39:44.610 AndreaSamarripa: Do you have…
449 00:39:44.610 ⇒ 00:39:50.599 Amber Lin: I think I requested, yeah, so we should have all of them. Let me go back and change that.
450 00:39:54.390 ⇒ 00:39:56.670 Amber Lin: Yeah, I should have…
451 00:40:00.690 ⇒ 00:40:08.440 Amber Lin: Okay, so… Just double check… Access on Cheat Notes.
452 00:40:08.740 ⇒ 00:40:09.940 Amber Lin: We have that.
453 00:40:10.220 ⇒ 00:40:13.340 Amber Lin: Let me see… okay, I have that now.
454 00:40:14.200 ⇒ 00:40:19.330 Amber Lin: Access on full department scheduling…
455 00:40:24.270 ⇒ 00:40:27.840 Amber Lin: Don’t have that yet. I think you also don’t have that.
456 00:40:28.610 ⇒ 00:40:37.300 Amber Lin: So, and then… on lawn… I have that now.
457 00:40:38.330 ⇒ 00:40:39.750 Amber Lin: All the lights.
458 00:40:39.910 ⇒ 00:40:41.219 Amber Lin: Have that as well.
459 00:40:41.330 ⇒ 00:40:42.020 Amber Lin: Great.
460 00:40:42.690 ⇒ 00:40:44.700 Amber Lin: Reinstallations.
461 00:40:56.470 ⇒ 00:40:57.670 Amber Lin: Naturally.
462 00:41:01.300 ⇒ 00:41:03.700 Amber Lin: Oh, there’s so much. So much.
463 00:41:04.510 ⇒ 00:41:12.440 Amber Lin: text, my eyes are going crazy. Notice a pest control treatment. Okay.
464 00:41:12.590 ⇒ 00:41:13.649 Amber Lin: Add that.
465 00:41:14.680 ⇒ 00:41:18.590 Amber Lin: Great, that should be access to everything.
466 00:41:18.990 ⇒ 00:41:24.630 Amber Lin: Cancellation follow-ups… Should be the last one.
467 00:41:25.080 ⇒ 00:41:29.609 Amber Lin: Okay, I don’t have that one yet, so… I’ve requested access there.
468 00:41:30.350 ⇒ 00:41:32.280 Amber Lin: And deceased customers.
469 00:41:32.780 ⇒ 00:41:46.359 Amber Lin: don’t have access. Okay. Yeah, I think I got everything that you guys can grant me access to, the rest is probably owned by someone else, and we have a lot to work with. So, what I’ll do is I will share…
470 00:41:47.010 ⇒ 00:41:54.499 Amber Lin: Here, I’ll create… the Google chat group, so I’ll invite both of you guys to that chat.
471 00:41:54.730 ⇒ 00:41:59.739 Amber Lin: I’ll create a… Central Doc, and sharing that link with you guys.
472 00:42:02.770 ⇒ 00:42:16.959 Amber Lin: And then we confirm this, and I’ll create… I’ll create a central doc with all the documents that you shared, and then we can confirm if they’re correct, and you can go through them to see if you like the format, and then…
473 00:42:17.170 ⇒ 00:42:25.719 Amber Lin: Next up will be the internal testing. So, it’ll be you guys, and then maybe two to three leads from your team that you want to test.
474 00:42:25.720 ⇒ 00:42:37.539 Amber Lin: And that part is where we give a lot of feedback to say, hey, we’re missing these details, it’s not coming up correctly, and then we probably spent a few weeks perfecting those
475 00:42:37.540 ⇒ 00:42:41.289 Amber Lin: Initial feedback, because there’s gonna be a lot of…
476 00:42:41.750 ⇒ 00:42:54.850 Amber Lin: gaps that we didn’t see before, and then after we think, oh, this is pretty good to roll out to everyone, we’ll then add everybody on the commercial team to it, and then at that point, Andy will be considered live.
477 00:42:56.790 ⇒ 00:43:00.050 AndreaSamarripa: So, Haley and I were wanting to go in and
478 00:43:00.170 ⇒ 00:43:03.880 AndreaSamarripa: fine-tune a few of our SOPs,
479 00:43:04.130 ⇒ 00:43:10.030 AndreaSamarripa: make them specific to certain things, we just notify you in the chat once we put those in the drive, or…
480 00:43:10.430 ⇒ 00:43:14.530 Amber Lin: Are you adding new documents or making changes to the documents?
481 00:43:15.500 ⇒ 00:43:17.839 AndreaSamarripa: We will be adding new documents.
482 00:43:18.320 ⇒ 00:43:20.550 Amber Lin: Oh, okay, so let me know…
483 00:43:21.050 ⇒ 00:43:37.810 Amber Lin: maybe send me the links of documents you add, because we’re just going off of the current list that we made. But if you add anything, just send me a message in the Google chat group that I’ll create, and then we can add that to the list as well.
484 00:43:37.970 ⇒ 00:43:38.620 AndreaSamarripa: Okay.
485 00:43:40.290 ⇒ 00:43:44.090 Amber Lin: Yeah, sounds good. I’ll probably meet with you guys…
486 00:43:44.130 ⇒ 00:44:01.479 Amber Lin: maybe next week, once this is, the initial central doc is set up. I’m probably aiming for later next week, because there’s a lot of documents here, it might take a little bit of time, and once, when we meet again, we can answer any questions you have.
487 00:44:03.960 ⇒ 00:44:04.290 Amber Lin: Yep.
488 00:44:04.290 ⇒ 00:44:10.639 AndreaSamarripa: Okay, so Janiece just gave us access to that, billing, follow-up, cancellation.
489 00:44:10.920 ⇒ 00:44:12.250 Amber Lin: Awesome.
490 00:44:15.980 ⇒ 00:44:16.840 Amber Lin: Alright.
491 00:44:18.260 ⇒ 00:44:22.860 Amber Lin: Well, thank you both so much for taking the extra time. This was really helpful.
492 00:44:23.060 ⇒ 00:44:25.199 HaleyCoggan: And I’ll see you guys soon.
493 00:44:26.000 ⇒ 00:44:27.550 HaleyCoggan: Okay, thank you.
494 00:44:27.550 ⇒ 00:44:28.660 Amber Lin: Alright, bye.