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NHT Day 10 01 Intro Comm Facilities

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So, good morning my name is Jim Harron and welcome to our introductory module on using tempo -- Stormy you gave me the wrong script! This is not the introductory module, it's introduction to commercial inspections. Not the -- She gave me the wrong script. I tell you, I just -- Stormy, I thought we were on day 1. We're just starting. No Stormy, this is the last day. This is the introductory to commercial inspections not the introduction module. Oh! Okay, I thought we were starting over with another two weeks. So, I guess I'll just wing it out here. No folks. Stormy and I are going to miss you. We've had a good time working with you in the last couple of weeks. We hope you've learned a little bit, no learned a lot. And um, anyway, so. We're going to start off talking about introduction. So we're going to talk about a -- Let me explain what's going to happen today. So, we're going to do this module introduction, sort of review on some stuff. And them we're going to -- I'm going to actually get to come from behind this desk. And you're going to see that I have legs. Yes, I can move I'm not just bound to this desk. So, we're going to do a virtual inspection with green screen. So I get to play the weather man, you know. Pointing over here. We have a high front coming in from Canada to meet with the -- Anyway. You can also count the number of times I point in the wrong direction. When I mean to point left I have to point right. So, all that gets very confusing. See how many times I mess up, count them it's exciting. And then, you're going to have the great mustachio'd one in here. Mr. Tim Meyers. You haven't had the chance to work with Tim this cycle. But, Tim Meyers will be in here talking about escalation. What happens -- No sweat pants Mathew. No, no, no. I have gray slacks on today. They're gray, but not sweat pants. So, what happens when things don't go right? When you do everything that you're supposed to and things don't go right. That will be with Tim Meyers. Make fun of his cheesy mustache, it is very cheesy. Point that out to him because he likes it when people do that to him. And then finally we'll have your wrap up, your debrief. We'll give you information on taking a survey as well as yoiur final exam. So we have a lot to cover today. Congratulations Brandon, good for you. So, so we have a lot to cover. Okay. Let's look at our objectives for this here module. They include listing the differences between commercial and residential accounts. Describing the approach between reactive and proactive. So when we look at pest control, what's proactive and what's reactive. Then we're going to talk about a zone strategy. Then we're going to go over scope of service. To start off I'd like you to chat in, don't call in, and tell me what is a commercial facility in your mind? What is a commercial facility? John says it could be a hotel. It could be any business says Rob. Place of business. Again, congratulations on that Brandon. It's good when you get those certifications isn't it? So, public place, not a residence, economic endeavors, business for profit, yeah I think those are good explanations here. So this is certainly not an all inclusive list by any stretch of the imagination. But includes hotels & motels, & restaurants, food handling establishments. Grocery stores, office buildings, healthcare facilities, daycare facilities. I would expand daycare to include any school basically. So, daycare facilities certainly, but also any sort of school. So, all of these can be commercial facilities. Now I want you to use your tablet to answer: How are commercial and residential accounts different? Is it the duration of the customer relationships, the magnitude, the professionalism required or the profitability? Looking at our results, well you think it's a little bit of everything. Well, it is everything except the duration of the customer relationship. Now, before I start getting angry chats at me, let me address professionalism. I'll explain that one. I am not in any way shape or form saying, that the residential side of the house or the termite side of the house is any less professional. No, no, no. That's not what I mean, that's not what I'm saying. Bear with me for a minute and I'll explain what I mean by that. But I'm not saying that the termite folks, or the residential side of the house is any less professional than we are. On the commercial end, so don't chat in about that. Okay? Let me explain. All will be made clear just bear with me for a moment. Okay, so now the one that is incorrect, duration of the relationship. We hope that we really have a long relationship with both our residential customers and our commercial customers. So, we're going to chat about this in just a minute. But we want you to be such the expert, such the consultant that they never entertain going anywhere else. We want you to be that resource, we want you to be that go-to person. Okay? That's what we mean. We don't want the resident-- We've had residential customers with us for years, decades. We'd like those types of relationships with our commercial accounts as well. We don't want to be the, well our annual contract is up with you, let's go get bids. No, we want to be that resource that they're so happy with us. Okay. You know, residential accounts and commercial accounts. We may take longer to service a commercial account. There may be more documentation, there may be more complex inspections involved. When we look at some of the differences, the degree of professionalism, the profitability, and then the magnitude. That's the difference in there. So let's see what I mean about the degree of professionalism. I'll explain it to you now, what I mean. Here's -- Remember, when you're dealing with a pest problem in a commercial account, that could mean the difference between that business staying open or not. If you're dealing with a roach problem in a restaurant, the health inspector could shut it down, or they could become known as that restaurant with the roaches. Eew we don't want to eat there that's the restaurant with the roaches. Ooh nasty. No, we're not going to go there, let's go someplace else. So it could have a direct impact on their business and they tend to have less flexibility. If you're dealing with a restaurant that is open for lunch, you can't go in there any time between like 11 and 2 so they may have less flexibility. And the basic tolerance for pests is much lower. You may, in commercial facilities have more stringent dress codes and time requirements and things of that nature. That's what I mean, more professionalism. It's really that it's a stricter environment in which you have to operate. You may be able to use some things in a residential environment, that you could not use in a commercial environment. There's all those types of things. You may have additional safety equipment that you're required to wear. Hard hats and dress codes and things of that nature. Again, not saying that the other sides of the house are any different, less professional rather. But there are some additional requirements that we may have in the commercial end that are not present in the residential or the termite end of it. Now on profitability, when you're servicing a multi branch operation, let's say a Wendy's or a Publix a Gardens or Young. Suppose we have one Wendy's where we really have this ongoing roach problem and we can't get it under control for whatever reason. We're not doing our job or they're not doing their job. That can have a direct impact on the whole relationship, that we would have with that organization. Such as a Wendy's or a Young Brands, a Gardens a Publix or whatever. So the relationship that Rolins may have with the customer is much larger than you may realize. You may only be treating one store but there may be 99 more that we also treat. Basically what I'm saying folks is that when we're treating commercial accounts the stakes are higher. Steak Stormy, would you like steak for lunch? Stormy's like steak. No, Stormy that's the wrong spelling. That's not -- Anyway, stakes wrong spelling. So, anyway the stakes are basically higher. Okay. Oh lord, things I have to put up with around here. So! Now here's a basic question for you. Do all commercial accounts have the same concerns? I don't want just a yes or no when you chat in, but I want you to tell me why. So do all commercial accounts have the same concerns? Yes or no and then with that yes or no I want you to tell me why. They want it gone yesterday. No every business is different. Food versus electronic stores, they're all trying to make a profit. So, there's varying concepts here. So, I see both sides of the argument here. So, you're both right really. But, what I'm really getting at, because you know a business wants a pest gone immediately. They're trying to get rid of the pests so the customers don't deal with it. But there are some differences so, basically your both right. However you answered that. But there are some differences between the mindsets of different commercial customers. For instance in the hospitality industry they are focused on customer safety and comfort. So when you check in to a hotel, they want you to be safe and comfortable in that hotel environment. Or if you're visiting an amusement park, you want to be safe and comfortable in that amusement park. Or whatever it is, or a zoo, whatever. Whereas you look at a restaurant their focus is on food safety. So, they want to deliver a nutritious tasty and safe to consume product. Whereas a grocery store, they are trying to protect their inventory so they can sell it to you. So when you look at that, their concerns are a little bit different. So they all wanna get rid of pests but their motivation to get rid of these pests is a little different. Now we have to understand what motivates these customers. So, when we understand what motivates them it's going to help you anticipate what they need. Now, I have told you the last two weeks that you are becoming a PMP. A pest management professional. You're not the bug guy or bug girl. You're not an exterminator. You're not even a pest control operator. You are on your way to becoming a PMP. A pest management professional. As such we want you to be that expert. We want you to be a partner. You're not just the person walking in there to spray bugs. That's not you, that's not us, that's not the mindset we want you to have. We want you to be that expert. We want you to be that partner, working in concert, in cooperation, in partnership with our customers to solve their pest problems. That's what we want you to be. Now. How many of you promise you're going to be a great PMP? Hold up your right hand when you answer. Hold up your right hand and say I'm going to be a great PMP and take care of my customers. I got one person who said no! Oh man! Hopefully you hit the wrong key. Or maybe that was Stormy in the control room. Okay Brandon got it, okay. So, we want you to be that. We want you to be that expert. We want you to be knowledgeable. We want you to be that resource. That if somebody comes up to you and says: "What is this?" You know, if you don't know what it is right off the top of your head, you know where to go to get that information. Get that information for the customer. We want you to be that resource. That's what I'm talking about, becoming a great PMP. So, you have the ability. I've got the power. Okay, so, yes you have the power to become that great PMP. Now, all of our-- What's the difference between a proactive approach to pest control and a reactive approach to pest control? Chat that in for me. We talk about these things. What is a proactive and what's a reactive approach to pest control? What's the difference between the two? Reactive is reacting to a problem. Proactive is reducing the opportunity for an infestation. That's a good one. Anticipate potential problems before it becomes a problem. Preventing versus fixing. Ahead of the game is proactive. Yup. Planning ahead. So, yup you got it folks. Reactive engages an issue on an ongoing basis. What do I mean by that? Reactive, I'm here to spray the bugs. Oh you have bugs I'll spray them, I'll treat them. Reactive, is an approach to pest control. But we want you to be proactive. That means if I fix this now, I won't have the problem in the future. That's what the proactive means. That if I fix this hole in the loading bay door, the customer fix the hole in the loading bay door, rodents are not going to get in here in the first place. That's versus I'll treat the rodents, take care of the rodents. Remember, we want to be proactive in this. All of our customers really expect us to be proactive in there. They really want us to-- Whether you're on commercial or residential, they expect us to be proactive and take care of their pest problems. Which example represents the proactive approach to pest control? You suggest a new product to address a pest issue the customer might have in the future, or treating and monitoring for a pest you identified during your inspections. Well most people-- Well we've got a split decision here, a little bit of a split decision. The correct answer is however A. You suggest a new product. The words there, might have in the future, that's what makes it a proactive versus I've found something and I'm going to treat it. So, proactive you're looking at the issue to prevent something that could occur in the future. Versus coming in there and dealing with it when it occurs. You know, being proactive-- I've told you over the course of the last couple of weeks that your special super power that you're developing as a PMP is the power of observation. That you see things that other people don't. That's what's going to make you a great PMP. Is that you train yourself to start seeing these things. So that when you walk in a building or a facility you just see these things. I use the example about when I go to someone's home, for the first time. I'm on their front steps or porch or stoop or whatever you call it. And I immediately look down to see if it's been treated for termites and if the drill holes are properly spaced. I just do that automatically. That's what we want you to train yourself to do. Not that you're looking for termite drill holes. But that you just walk into a place and notice conditions that are favorable. You walk into a restaurant, maybe you're out going to Che Stormay. And you just happen to glance and look at the ILTs that might be there. Insect light traps. And you see whether they're properly placed or not. It's those types of things that you will automatically start observing. When you go to your customer it may just be in your customer's spot. Suppose you're in a strip mall, you know, stores with 10 units in it. Maybe the restaurant next to your customer closed down. What does that tell you? Well that tells you maybe, the pest population that might have been in that restaurant might be now trying to move into your customer's. It's those little things that you start to see. That's whats going to make you a great PMP. Well, but hopefully okay I understand but. Understand the concept even if the book says something slightly different. You know, we can alter these presentations fairly easy, but getting it into the print chain is a little more difficult. We try to keep these things up to date. One of the things that we're going to ask you to do this afternoon, is take a survey and give us feedback. What can be improved? You know when some of these recommendations are made, we look at our programs and we try to change them. We can what we present you here, very quickly. But it takes a lot longer to get the print copies, so apologize for that. Pardon me. But, understand the concept that's the important thing. Now, we want you to basically have a customer that thinks they have my best interest in mind. They are taking care of my pest problems. And all these other problems I didn't even know that Rollins treated for. Again, so many people think of us as the bug company. Okay the bug company. Well do they know that we have a drain care program and a dumpster care program and a bathroom care program? Yeah. So remember we want to be proactive. We want the customer to think that we have their back. Now, sometimes you can look at a facility and be intimidated by it. I get that. Suppose you're sent out to treat a 500 room hotel, it has 3 restaurants and 5 bars, health club and whatever else in there. You think I can't treat that. That's too big, I can't treat that. But if I were to ask you, can you treat a guest room in a motel, in a small hotel. Yeah I can take care of that. Can you treat a restaurant? Yeah I can do that. You know how to treat a bar? Yeah I can take care of that. Guess what folks? You know how to treat that big hotel, with 500 rooms and 5 restaurants and 3 bars and a health club. So, this is something called the zone strategy. Now, when you look at the complexity of things, sometimes they can be overwhelming. They can vary greatly. There's a difference between your local motel on the side of the road on an interstate near you versus that 500 room hotel at a resort. But your zone strategy is your best defense when facing these big facilities so you don't feel overwhelmed. Chat in and tell me, chat in and tell me, what is the best way to eat an elephant? So, what is the best way to eat an elephant? Chat that in for me. How are you going to eat an elephant? Brandon says in sections, one piece at a time one bite at a time. With a fork, there's always one. One bite at a time. No one's put up BBQ yet. I'll put that up. Cut up in small pieces. That's cruel. We're not really talking, Timothy, about doing that. It's just a metaphor. Roasted with a friend. Okay. So, I want you to think about the best way to eat an elephant. When you look at that complex task, there it is, with hot sauce, fried, BBQ, delicious. Okay hopefully you've got that. So the best way to eat an elephant is you break it up into individual pieces. So, one bite at a time. So, when you look at a complex issue, you break it down into smaller components, to something you can deal with. Again, that 500 room hotel can be intimidating. But not if you look at it as; I know how to treat a guest room, I know how to treat a restaurant, I know how to treat a bar, I know how to treat a health club. Then it's not that bad. You break it up into it's individual components. When you look at the zone concept, you can break it up into individual parts. You know based on your work and your studies that what you're dealing with in a pest population might be different in a hotel room, versus a laundry room. Or a maids closet or a pantry area or the elevator area or the dining area. You break this up into the functional areas, what's going to go on in there? What's going to go on in that individual location? Chat in and tell me, why you think we divide areas up by functions. Why do we break it up by functions? Manage identify bait and monitor stations. Treatment reasons. To manage and treat different, make sure we use the correct product. Different ways to treat. Methods will be different. Likelihood of an infestation. Make it easier. All valid points. All valid points. When you look at these situations, you look at that 500 room hotel. The threat a pest in one zone may vary, by the, you know, what's going on in that area. For instance you're unlikely to find a bedbug population in the dining area or the kitchen. But you could find roach problems there. Whereas you are more likely to find the bedbug problem in the guest room. That's what we're talking about. Your probably not going to have the rodent problem, in the guest room, but you're more likely to find that in the kitchen area. Different pests in different zones, exactly. So we don't forget anything prior to treatment. Yeah. All of those things. Bedbugs are less likely to be in the lobby than they would be in a guest room. It's going to vary from area to area. I've told you that your powers of observation coupled with your knowledge, what you are learning, again I go back to think where you were before you started this training program a few weeks ago. Think how much you knew about this industry and about pests and how much you know now. You've had a learning curve going on here. It's been way steep. You've had a lot to cover. But how much more do you know now than you did the day you started. The day you walked in the office for the first time and put on, if you're with Orkin, that uniform with the red epithets on. How much more do you know today than you did that first day. You know a lot. We're asking you, using your powers of observation, your special magic secret ability, coupled with knowledge, coupled with what you know about the particular pests and the zones. You are an unstoppable force out there. When you couple observation with knowledge, you know what's going on about particular pests. You know what's going on in that particular type of facility. It's not so intimidating for you. We'll cover the final exam later on this afternoon. We'll cover all that information later on this afternoon. You have a tremendous opportunity and ability and power. I really am excited for you. Because you are embarking on a great career here folks. I've spent my whole professional career in this industry and it's a great industry to be involved with. From the time I was in college and started doing termite jobs over summers working for a company, to, you know, managing a pest control company, then working for the department of agriculture and now here. This is a great industry you're involved with folks. We have a little review for you here. It's some pre-work that you should have done. Based on that pre-work, tell me, what kind of pests are going to be found in hotels and motels and the area of that hotel or motel you're likely to find them in. Not just, oh I found cockroaches, where are you most likely to find the cockroach? So, if you name a pest, tell me where it's going to be. Okay. Glen says, bedbugs in bed, bedbugs in guest rooms, roaches in living spaces. Bedbugs and cockroaches in rooms, bedbugs in guest rooms. What else other than bedbugs? Roaches in the kitchen, yup. Rats and mice in the kitchen, sure. Roaches in food prep area, bedbugs in the rooms, mice in the kitchen. Indian meal moths in the pantry. Ooh, good one, yeah. Don't forget about all these other things. Rats everywhere, hopefully not. Silverfish in the office. Good one Matthew. Ants outside. Rodents, fruit flies. When you look at these things, you look at them, yeah, there's varying pests. Cockroach could be in the kitchen, the dining area. Ants could be outside, remember they can be all around. Spiders, occasional invaders, flies and mosquitoes. Sales inspector's perfect opportunity this year with the concerns about Zeka virus, to sell our mosquito control service. We're starting to get to the spring in many parts of the country. Now is the time to start thinking about that. Rodents, kitchen area, dumpster area, occasional invaders could be on the lower level floors, in the rooms and things like that. Bedbugs obviously in the rooms. Flies around a dumpster would be a good one. Carpet beetles could be a problem in some areas, sure. Termites too, you could have termites absolutely. Guess what, we take care of those too. When you're thinking about these types of pests, we've covered this before, but what types of questions would you ask when you go in to talk to the person in charge? Give me, some of those questions. We've gone over this before, this is not new. Where'd you see it? Have you seen any activity, if so where? Any signs of activity? What problems are you having? When did you see it? Any customer complaints? Sure, that's a good one. Any activity, how many, what is it? How long? Have you seen any acti-- Again, this is not an all inclusive list folks, depends on what you're dealing with. Have you seen any activity? If so where and when? What do they look like? How many? Was this in a common area or was it in a guest room? Are there any areas you'd like me to concentrate? Has this happened before? Oh, that's a good one, I like that too. Again, this is by no means an all inclusive list. As you become more familiar with your customers, you will understand the types of problems that they are more likely to have and you can focus your attention on those. There's a scope of service that you should have looked at. What types of treatments are allowed in guest rooms? Chat that in for me. Based on the scope of service for hotels and motels. Remember this is from your pre-work. What type of treatments are allowed? Okay, crack and crevice baits, crack and crevice and baits. Okay, so what we look at that, we can see, crack and crevice bait placement voids treatment as necessary. Remember, scope of service folks is sort of like this use directions. How are we going to treat this place? How are we going to treat this facility? I want you to think of a scope, whether you are preparing it, account managers, or servicing it, service specialists. This is the how to. This is what we've committed ourselves to doing. How many guest rooms are inspected each month? Chat that in for me. 20, 20, 20. You're partially right on the 20s. But what else does it say? Yes, it's in the scope of service Jennifer. So, you're partially right on the 20s but it says something else. What else does it say? It has some very specific language in there. Ah, plus 3% that is correct. When you look at what it says, It is 20 rooms plus 3% that require immediate attention. When you look at these things, it's 20 rooms plus 3% for any emergencies. Okay. How many monitoring devices are we required to put out? How many monitoring devices are required? John says 3. I got several more 3s, Randy says 3. Seems to be a consensus of 3 and that would be correct. In monitoring devices: report cards, 3. We are required, again, this is what we've contractually obligated to do. We can do more, we can't do less. Remember we're saying we will do this, we will put out 3 report cards. We're going to put out an insect light trap in there. Where is it going to be located? What zone? Zone 5, looks like we're getting zone 5s here. That would be correct. We're going to be putting it out in zone 5. Zone 5 is the correct answer. That would be in the kitchen. So zone 5, there's a closeup of it, shows where we're going to put the ILT. Insect light trap, zone 5. We're going to change gears a little bit here and go to the food service pre-work. We've just finished the hotel. Now we're going to look at the food serving establishment. Now, chat in and tell me, who is your point of contact? Who is your point of contact? Daniel says the owner. Jeff, Randy says yep Okay, owner or executive or chef. No it's not the manager on duty. It's the owner or executive chef is our point of contact. It'd be Mr. Corlione or the executive chef would be our point of contact. Giovani Corlione or the executive chef would be. This follows up on what we've asked before. What are you going to ask Mr. Corlione or the executive chef? You walk in there, it's been a month since we treated the place, what are you going to ask them? So you've made your introductions, hi I'm [insert your name here], what are you going to say next? Has there been any activity? Any new problems, any problems? Signs of activity? Notice any changes? Have you seen a pest? Where, when, how many? Is everything still under control? This again, is by no means an all inclusive list. But it could include things like: Have you seen any activity? If so where and when? What do they look like? How many? Has anything been brought in recently? Remember, sometimes if something changes in the area, something changes, in the environment, something new has been added, the new can come with pests included. Is anything changed? Has the restaurant down the street closed? Maybe the rodents that were in there have now decided to go to your restaurant. Any areas that you'd like me to concentrate? On during the inspection. Again, this is not by any stretch an all inclusive list. But, based on the situation that you encounter you want to ask these types of questions when you go in. Remember, we do the aim process. That means we do this first time, every time. It's not just a one and done. I'll do it the first time I go out there but then I don't worry about it. No, no, no, no, no, that's not us. Remember, we go in and we do the aim process. Every time, not just once or twice. So, remember folks we want to make sure, that we do this all the time. Looking at our next review question based on this, food handling establishment, what the heck is the service frequency? Once per month, monthly service. Looks like everything is getting that. So, the correct answer is: Monthly. Very good, very good, got that one. I think you were waiting for me on that one. So the correct answer is: Monthly. We're going to get out there once per month. Now, we can go more. We can't go less. Remember, these are the minimum requirements. We can do something extra if it's necessary, we just can't do less. Because we've agreed to do this at least monthly. Now when we're out there during the month, what areas should be scheduled for inspection? Chat that in for me. When we're out there, what area should be scheduled for inspection? You're all over the place on this. But the correct answer is: restrooms. Arrange a schedule area inspections of the restroom areas. Restroom areas. Now, where are you going to place the pheromone monitor? Excuse me, wrong question. Got ahead of myself. How many drains are treated with Actizyme each month? That was for the last one, we're on the food handling establishment now Steve. Looks like everyone is saying 10 and that would be correct. We're coming out there and treating 10. The product will be applied to the floor and placed on the underside of the drain covers. 10. Helping eliminate conditions conducive to pest breeding. So it would be 10. Very good, very good. Where is the pheromone monitor going to be placed? What zone? What area? Zone 4, the bakery. Zone 4, the bakery is correct. So it would be zone 4 the bakery. We'd want to place that in the bakery area. When we're doing that, what are we looking for? When we place our pheromone lures, what are we looking for? Chat that in for me. When placing our pheromone lures what are we going to be looking for? This is not in your book. This is a little bonus round here. Pantry pests, yes you're going to be looking for those stored product pests. So, you're going to be looking for those stored product pests with the pheromone lures. Now, thinking back to what we talked about during the stored product pests module, we talked about pheromone lures having some limitations. What is one of those limitations? Chat in one limitation. So, what is one of the limitations? Of a pheromone lure on stored product pests. They are pest specific and that they only attract the males. Remember pest specific, there's only going to be one critter it's going to attract. If you're trying to catch, cigarette beetles and you're using a pheromone lure for Indian meal moth it's not going to work. And your only attracting the males, so you're missing all of the females. Now, continuing this line of thought, are pheromone lures and devices designed to eliminate an infestation? Yes or no. Again, a little bonus round here. Most of you are saying no and most of you would be correct by a wide margin. Remember folks, pheromone lures are designed to detect. They're not designed to eliminate. Remember you're only seeing half the population anyway. Okay folks that is it. Let me explain again what's going to happen now. We're going to take a break. Until 11:30, normally it's a 10 minute break, but this one is a little longer because we've got to convert the studio. Turn it around a little bit to do green screen. So, you're going to see that I do have legs and come from behind the desk. So, I'll see you back here at 11:30 and we'll continue our discussions doing a virtual inspection of a commercial facility. It's fun, I'll look forward to seeing you then.

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Posted by: rbanderas on Dec 20, 2016

NHT Day 10 01 Intro Comm Facilities

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