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NHT Day 05 02 Bed Bugs

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Bed bug complaints in public housing have doubled since last year. There's an alarming resurgence in the United States. There are tiny vampire-like creatures feasting on human blood. Bed bugs are back. Really all over the place. But there's a critter crisis all across the country. Everyone is looking for the solution. So you can get bed bugs from a five-star hotel, assisted living facilities, apartment buildings... More in fire stations. Coast-to-coast, and not just in our beds, but in movie theaters, restaurants, and offices. Homeless shelter. Bed bugs are not an indication that you are an unclean housekeeper. Getting bed bugs has absolutely nothing whatsoever to do with cleanliness. No one is immune to getting these little bugs with a big bite. It doesn't really matter what walk of life you come from. There's no denying the stigma and embarrassment attached to it. Get frustrated, scared, worried, it's frustrating, it's stressful. I woke up, and found that I had a couple of bites on me. They'll bite you on your neck, they'll bite you on your ears, they'll bite you on your head. Every time the little bloodsuckers come back, always attacking... There's no evidence they can spread blood-borne diseases, what they can do is cause superficial skin irritation. Packing up everything, bagging and sterilizing, throwing out infected clothing and mattresses. This can cause significant stress, it can make you crazy. Call a pest control professional if you think you do have an infestation. Are they gone, Stormy, are they gone? Oh, wait, there is one. I think I got it. Man, that's scary. Jim, I don't see anything. No, there's one... Wow. I'm not sure what you were seeing. Wow, that's a little scary. Man! That sort of creeps me out on Friday afternoon, Stormy, have all those bed bugs in here. Wow. You've seen people do that, cool. So welcome to our module on bed bugs. I messed my hair up here. So hopefully, I didn't scare you too much. Today, we're gonna talk about some of the continuation of your pre-work that you should have already done. I'm gonna talk about bed bug biology and habits and the protocols for your specific branch. And we're gonna talk about, you know, the resources that you have. Hopefully, you've done your pre-work. So let's look at our objectives for today's module. Our objectives include identifying the key functions of your role as a non-certified bed bug technician. So what's your, where's your place in this? Okay. And then, we want to be able to also respond to customer's basic questions about bed bugs. So when a customer ask you a basic question about bed bugs, you should be able to answer. And we're gonna have to give you some clues and help on that. Then we also want to be able to explain at a high level the protocols for your branch, whatever, I mean, at a high level, that's sort of the overview, just sort of a quick view of what you do in general terms. So what does your branch do? Now I have to point out here that even though we are one company Rollins, the protocols that we use in different branches in different locations around the country are different. So we don't have one uniform branch or one uniform way of doing this, it varies by branch and by region. So we're gonna do a little review on bed bug biology and habits. So let's take a look, shall we? Which of the following are true about bed bugs? Bed bugs are not known to transmit disease, cannot be seen with the naked eye, infest only dirty locations, and bites are consistent identifier. Please answer all that are correct. There's Stormy cranking up the Marvin Gaye this afternoon. She is a woman of many musical tastes. Take a look at our results. Most people think it is A or D, none for B or C, Miss Stormy. So it is A. Now we're gonna talk about the other one. So that's a term that we want you to use, are not known to transmit disease, not known to transmit disease. Those are the terms that we'd likely to use. "I'm worried about bed bugs, can I get, you know, this disease, that disease from it?" Bed bugs are not known to transmit disease. Now let me address the other ones. Cannot be seen with the naked eye, the adult is a size of about and apple seed. So if you know what a seed inside an apple looks like, it's about that size. Can only infest dirty locations? No, that's not correct. One of the first major infestations that got a lot of attention was in Ohio, and hotel in New York City. So dirty and clean have nothing to do with this, they can infest clean locations as well as dirty. Now let me address the last one. Bites are consistent identifier. Okay. No. Now, how many of you are medical doctors? How many of you are practicing medical doctors, not EMTs or paramedics or anything like that, but a full-fledged medical doctor that has gone to medical school and passed your medical boards? Apparently we have one in here that has three now that have gone through medical school and practicing medical doctors. Let's face it, the vast majority of us are not, probably none of us are. That means that you should not be IDing bites on people. You're not qualified to do so. You're also not a veterinarian, and you should not be looking at bites on pets, so don't put yourself in that. This look like a bed bug bite, no, we can't identify that. You're not qualified, number one, and number two is that different people react differently to bites. Now some of Orkin's owned internal studies, only about 5% of the population react the first time that they've ever been bitten, and about 30% don't react at all. So I don't know how you're going to react, you don't know how I'm going to react. So bites are not that identifier. So don't say, "Yeah, that looks like a bed bug's bite, or a spider bite, or allergic reaction to this, or whatever to that mosquito bite." You're not qualified, and different people react differently. So don't put yourself in that type of a position, okay? Don't put yourself in that type of position. Okay, let's look at our next review question. Bed bugs are found primarily on the bed, within a 5-foot radius of the bed, or in common areas with furniture? Looking at our results, it looks like you think it's a little bit of everything and that is correct. It is a little bit of everything. So we're usually going to find bed bugs on the bed but they can certainly be in 5-foot radius of the bed. But it's not just confined to the bedroom, they can be in other areas with a lot of furniture, where people hang out. They can be in couches and chairs and things of that nature. So they can be in areas that have a lot of furniture within them. Now what does that tell us about bed bug inspections? Well, it says to me that bed bug inspections are extensive, so they have to be rather extensive. It's not just like it's looking for cockroaches, just play a little flushing agent, and out runs the cockroaches, no, that's not a way bed bug inspections are. We have to be thorough in these things. Now I want to identify another bad idea about bed bugs is that they always bite in a straight line, I've heard this one, too. That's not really the case. I want you think about what bed bugs do. They don't live on us. They just walk up to us and bite. So as you're lying in bed at night, so your arm is resting on pillow or a mattress, a bed bug comes out and just walks up to you and sticks its mouthparts in you and, you know, will bite you in a straight line there. They're intently biting you on a straight lines, it's just where your arm is poking out there, where the arm meets the mattress, it's just pushes the skin out a little bit and that's where they bite. Now, bed bugs really like us. If you look at the shape of a bed bug, it's flattened from top to bottom, okay? Flea is squished from side to side. Flea is designed to move through hairs, it can maneuver through them. Bed bugs are too flat, in fact, to do that. It can't do that. So it doesn't like hairy things. Now bed bug would feed probably on a dog or cat, but it doesn't like to because they're too hairy, it just can't walk up to them, because it's got all that hair there. It can't maneuver through the hair. So, bed bugs are kind of tied to us because for the most part, our bodies are relatively hairless. Yes, we do have certain parts of our body that have hair on them, and some people are more hairy than other ones, I get that. But for the most part, we're not that hairy. Since they don't live on us, they can just walk up to this hairless creature us and bite us. Dog or cat, it's more of a problem. Okay. So let's look at our next review question, next review question. Bed bugs can survive without a meal for up to 3 months, 6 months, 9 months, or 12 months? That's possible, Garin. Taking a look at the results, most of you are saying up to 12 months and that is correct. Now that's in the extreme under perfect conditions for bed bugs. But this fact that they can survive without a blood meal, and that's going to be in colder environments, so like an unheated cabin or something like that. In fact, we had a couple of winters ago a case where bed bugs survived in an unheated cabin in New Hampshire. Well, if you've ever been to the Northeast New England area in the winter, it gets a little chilly up there, just a little bit chilly, just a bit. So it's gets pretty cold up there, and they survived in an unheated cabin. Now that's under perfect conditions because it's cold, so they're not moving around. If it was a warmer environment, they would be moving around trying to find food, but when they gets that cold, their bodies don't generate heat like we do. They're... You know, we're warm blooded, they don't have that advantage. When their bodies get cold, they just stop moving, so they just stop moving. But because they can survive in these environments, it has an... It effects are control procedures, and our control concepts. Suppose you had a client who had a summer home, and but their home and their summer home were infested with bed bugs, well, they close their summer home up with the winter, it could be a fish camp, a hunting lodge, or whatever. Close it up for the season, and they go home, and we control the bed bugs and their home environment. Well, when they get ready to go back to their summer home in the spring, this time of year, they get ready to open it up the cabin and guess what's waiting for them, the bed bugs. It's like, "Oh, thank goodness, you're here. I'm so hungry, let's eat." So the bed bugs are waiting for them, and that means that they could, if they're moving back and forth between the summer home and their irregular home, they could re-infest their regular home. So the bed bugs can survive under ideal conditions, over a prolonged absence. So that's a bit of a problem, so that plays into our control strategies. So one of the reasons that we have that we, you know, we have to be vigilant about bed bugs, and we have to know what to look for with bed bugs. So, one of the things that we look for is fecal smears. Now tell me which of these is a bed bug fecal smear? Is it at smear A smear B or smear C. And Stormy is being very creative with the tunes this afternoon. Let's find out, most of you were saying it is smear C and that is correct. Bed bug fecal smears are almost jet black in color. Most of the other smears that you're going to find are gonna to be reddish or reddish-brown, but bed bug fecal smears black in color. So, that's one of the key identifiers for it. Okay, taking a look at our next review question, which of the following critters is an adult bed bug? Is it critter A, critter B or critter C? And thank you for answering so quickly. Let's take a look. Most of you, almost everybody, this is a good group, Stormy, told you that, good group. Most of them are saying B. That is correct. Now the one on the left is a tick, it has eight legs no antenna... Remember we talked about a spider during the last module, sort of similar to that, okay, so a tick. The one on the right is the larva of a carpet beetle. Carpet beetle sort of maybe has the same coloration, maybe if you're just looking quickly, you might consider having somewhat of the same shape, not really, but the one on the right the larva is hairy. You're not gonna see that on the bed bugs. So while it may have the same coloration, if it's got hair all over, it is not gonna be the bed bug. Okay, so now on page four of your participant's guide, let's follow along. We want to talk about your role in bed bug certification. So how do you fit in, you're not certified as a bed bug specialist yet? So where do you fit in there? Okay, let's focus on the bed bugs right now. So let's look at your role. Now Rollins has developed this bed bug certification program, it's a course and exam that are required before you can perform bed bug service. Now what does that say to our customers? What does that say about Rollins that we took the time to develop this special course and exam and certification program? So chat that in for me. Chat that in for me. And what does that say about us that we took the time to develop this program? We don't play games, we care about being the best, we're pros that we've standards, that we care, high demands, take the problem seriously, professional that we really know our stuff, and pros that we're pest management professionals. Okay, we have people that specialize in all those things. So good answers, this says to the customer, this is not the same as trying to control answer, managing you know roaches or rodents or whatever. That we care, that Rollins took this so seriously that we spent time to develop a program to ensure that you have the proper... Knowledge and expertise to take care of our customer's problems. You know, one of the worst things that we can do to you... One of the worst things that we can do to you is to send you out to our customers not prepared to do the job, without the knowledge and the expertise to do a job adequately. You're gonna get frustrated because you don't know exactly what to do. And it's probably not gonna solve the customer problem, so in this particular case, nobody wins. You're gonna be upset because you're not quite sure what to do and the customer is not going to have the service that they deserve. So we want you to have the knowledge and the expertise before we send you out. Again, this is not the same as managing populations of roaches or ants. Okay, so we have developed a specific... I've never heard of that, Derick, I've never heard of them doing that, okay. So we develop this specific protocol to make sure that everybody knows what's going on. So what is this new service protocol? Well, again, as I've mentioned before, Rollins has entomologists on staff. Dr. Ron, Dr. Shane and I are both entomologists, there are other people as well that have scientific backgrounds. As well as the fact that we maintain excellent relationships with major universities that they do pest management research and as well as equipment and suppliers in this area. So if there's something new that's out there, we know about it. We know about it early. Now what I've called you all along is that you're a pest management professional, and that implies that, that we're managing pest populations. But in this particular case, we don't want to manage the past, we don't want to manage the bed bug, we want to eliminate it. This is one case where we're striving for 100% control. That's not realistic in many of the other cases, you know, flies or ants or something like that, they can always come in from the outside. With bed bugs, we have to eliminate them. We have to achieve 100% control because there is no margin for error, because if we leave one pregnant female, we can have re-infestation in as little as three months. So they're coming back if we don't do a good job eliminating them. So this is one where we have zero tolerance. Normally, you know, you leave an ant behind, "Well, maybe we'll get it next time." You know, something like that. But not the case with bed bugs. We have to eliminate them, because again, one pregnant female, re-infestation as little as three months. That means, that we must be thorough in what we do, we have to be complete in what we do. Otherwise, we're not gonna control them for our customers. Now the last item is that we have seen an increase in infestations, this is true, we've seen an increase in infestations about this company as well as the industry in general. Now if you were to talk to your counterparts from the 1970s, '80s even the first part of the '90s... Talk to your counterparts, go back in time. None of them would have really known anything about bed bug control, really, they wouldn't have... Because we didn't do bed bug control, because bed bugs were not a problem back in the '70s and '80s. When I was in college and I was taking courses in medical entomology... And I vaguely remember, it was like, "Okay, these are bed bugs that used to be a really big problem, bed bugs are not much of a problem at all, they belong to this group of insects," and that was about it. It was just a very brief discussion about bed bugs. That's not the case today. If you go to any pest control seminar or something like that in your state... You'll see talks on bed bugs on a regular basis. You look at trade publications. There's is a lot of information in there about bed bugs. There's all sorts of treatment protocols, there's encasements for mattresses and let me mention one other thing, when we put an encasement on a mattress, we have to tell the customer not to open that, don't go peeking inside, remember, bed bugs can survive for extended periods of time without food. They'll be tempted to just to open it, just to peak in, that "I wanted to see." No, that needs to stay zipped. So tell them that, okay. So we see an increase in infestation. So again, Nathan, they can survive for even up to a year without food. So... We've seen this increase in infestations, so chat in and tell me, why you think that we have seen this increase in infestations? Why do you think that this increase in infestations to happen, because again back in the '70s, '80s and even part of the '90s, we didn't treat for bed bugs. Your counterparts from that era, they didn't anything about bed bug control. More people, more travel, increased travel, food sources unlimited, ah, that's a good observation. Who said that, who said that? James. James, you're partially right, I'm talking about DDT, I mentioned not so much DDT but will chat about something else. Global travel, more people... EPA change, some of the pesticides, that's part of it, too, gets back toward that mention about DDT, more resistant to certain pesticides. So good observations here. Now let me sort of give you historical perspective on bed bugs, and the way pest control used to be done back in the '70s and '80s. Yeah, I was involved with the industry back in during some of those times, okay. So we used to take more of a shotgun approach to pest management back in those days, used to be called pest control. So, we would spray a lot of baseboards with some different types of products then are used now. So we'd go in and spray baseboards to control various pest populations. That's not the way pest management is done today. Our pest management is much more effective. In that, we use a very targeted IPM-based approach, which is rather than just spraying baseboards and taking a shotgun to the problem. We were very targeted in what we do. So here's what I mean by that. We're using specific baits that are very effective... Baits for roaches, baits for ants, things of that nature. Whereas there is no bait for bed bugs because they feed on one thing and one thing only, and that's blood. Pardon me. So we don't have to... We don't have a bait that's effective on that. So a lot of the protocols that we use to manage pest populations using baits is not effective on bed bugs. And also, we don't go in and spray baseboards anymore, that's just not the way it's done. Pest management today is the application of a product or material to areas where the pest is likely to find it, not too many pests go really hanging out on baseboards. But that shotgun approach did seem to be more effective in controlling bed bugs. So that was a problem, so we've changed it, we've also changed some of the products. Many of the products that were used back during the '70s and '80s and even in the '90s are no longer used. Okay. They've been removed. And the products, there is some resistance issues, it appears with some of the products that we use that are not as effective on bed bugs in many cases. So but travel is not the only thing. And I want to show you, I want to show you, and this implied, this got for something else that somebody said earlier about even in cars, I want to... Stormy, can we go over to the document camera here, okay. This came from... This was last fall, there was a movie open called Maze Runner: The Scorch Trials. And it had to be moved from a theater in New York to a different theater in New York because that particular theater was just overrun with bed bugs. So, it's not just where we think about bed bugs or you get them from hotels, that's not the entire picture. You can get them from another, other sources as well. Now I want you to imagine... A number of you cited travel. Well, imagine you're taking a flight somewhere, and you get on a plane, and you put your bag... You can get back to me, Stormy. You put your bag in the overhead bin, well, suppose somebody was on the flight just before you got off and their bag was up there and had bed bugs and maybe some crawled out and they are now crawling into your bag, it's possible. Suppose, you go to a gym, your local gym, and you put your gym bag into a locker, you know, change and do your workout, okay. And you come back and you take your gym bag home... Maybe, the person that was using that locker before had bed bugs in their gym bag. It's possible. So travel is not the entire thing, it's not the entire thing. I want to show you a slide with some interesting statistics on it. One in five people either has had bed bugs or know someone who has had bed bugs. That's 20% of people either have had bed bugs or know somebody with bed bugs. And we have seen at Rollins an increase in bed bug related calls. Now these are the top infested cities, and they vary a little bit from time to time, but you have New York, Philly, Detroit, Cleveland, Chicago, Denver, Columbus, Dayton, DC, and LA. With the exception of LA, what do all those cities have in common? With the exception of LA, what do all those cities have in common? They're huge... Tons of people. Yeah, but you know, City of Atlanta has it. They're colder, they're colder. Yeah, as they seem to be cooler cities in the winter. You know, if it was just travel, folks, if it was just travel... Here in Atlanta, we have the world's busiest airport. Vast numbers of people through here every day. You would think Atlanta would be top of the list, if it was just travel. Maybe they don't like planes. Let's go over to Florida with cruise ships, you know, there's a lot of cruise ships, and then you have the Mouse, you know, Disney and other amusement parks in Florida. So all those cruise ships leaving from Jacksonville and Tampa and Fort Lauderdale and Miami, and you think, "Well, maybe those would be it. Well, maybe they don't like cruise ships." you know, you also have ports like, and it's not just on others and cruise ships, maybe there's other things as well. You have ports of Charleston and Savannah and Mobile and New Orleans and Houston. Oh, so, it's not just travel. So it's something else. So it's not just that because Atlanta... That's like thousands of people through here every day at this airport that we have here. So it does seem that they do better in certain parts, certain climates than other ones. I don't know, why Ohio, I mean we just have three cities on there for Cincinnati and Columbus and Dayton. Yeah, there's a lot of people. So lot of bedbugs up there, so it does seem that they do better in cooler environments than they do in the warmer environments, okay, seems that way. So let's take a look at your role as a non-certified specialist. Now the good news is... Now we're along page six of your participant guide. So let's look at your role. The good news, you are going to be... Become certified and that's gonna be at the end of your Phase II training. So your phase II training is going to be in September of this year. September 14th is actually your Phase II date. If you have not written that down, yeah, September 14. So by Phase II you were going to become certified, okay? So, I'll cover more about that in just a minute. Anthony, those cities are gonna vary little bit, you know, you'll see them flip-flop around a little bit. But that was a list that Orkin put out, and you'll see them flip-flop a little bit... As far as the cities. So let's take a look at your role as a non-certified specialist. So your role includes being able to ID bedbugs, okay, being able to ID bedbugs. Now since you are non-certified, you only ID them if they are presented to you. You don't do inspections until you are certified. So if somebody comes up to you, Mrs. Jones, your customer comes up to you and hands you something, "Is that's a bedbug?" "Yes, it is." "No, it's not." The person across the street, "Hey, Orkin person, could you look at this for me, is this a bedbug?" "Yeah, it is or it's not." You can identify them for him. And when you do, you can alert them and answer basic information about them. Yes, it is a bedbug, okay. Again, you're not doing inspections, so you can help them answer basic questions but more importantly... You will help them set up an inspection right then and there. Now I'm gonna come back to the slide in a minute. Bedbugs are a very emotional issue for most people. Think about it, you know, when you're most vulnerable, you're most vulnerable when you're asleep, ah, you're relaxing. Something is coming up to you in the middle of the night and sucking out your blood. That is an emotional issue. People will be like, "I am not spending another night in this house until you get rid of those bedbugs." Okay, so you're gonna get those types of things. Now if we can help somebody set up an inspection right then and there, if they know somebody from Rollins is going to be coming out right then and there... They are less likely to want to go out and get three to four estimates. You know, if you're dealing with an ant population or a roach population, whether you get the treatment performed today or two days from now or three days from now, it's not that big an emotional issue. It can be I understand that. But, you know, something sucking your blood while you're sleeping, yeah, that's more emotional. So, people are less likely to want to go out and get those estimates, if they know somebody is on their way out or will be out there very shortly. And then, we also want to be able to check back. Now, if it's a customer of ours, and you know, we've gone out there and performed a service and you as a service, their regular service specialist check back with them, what does that say when we as a company check back with our customers to see if everything's okay? What does that say? What does that say about us? That we care, that's exactly it, that we care, and we are professional. All of those things, so when we have a problem... When they have a problem, and we take the time to check back with them... It shows that we care, that we're empathetic, we understand, okay, that we have their interest at heart. You know... People do business with people that they like, and that they trust, there's the third one, people that they like, and that they trust, and I'm gonna talk about that third one in just a moment. So when they like you, and they trust you, when they think that you are there for them, when you are going to take care of them, when you have their back, so to speak in pest control issues and pest management issues, you're a resource for them, and they don't want to go anywhere else. Remember, that's establishing that loyal customer that we talked about at the beginning of the week, that loyal customer. that's what we want, we want you to be their resource, they want you to... We want them to feel so strongly about you that you care about them, that you are that resource for them, that they're never going to entertain going anywhere else. So people that they like and people that they trust, okay, that's you. There's a third one that goes with this, and that's people that they think thinks like them. I was talking to this about the subject to the termite folks, the termite sort of the house earlier this week and I'll just mention it to you. People that they like and trust and people that they think thinks like them, so here's is what I mean by that. Don't go into controversial issues, don't go into anything political or religious, you don't discuss religion and politics with people. You know we're in a political year, this year and some people might go, "Well, who you're voting for?" And if you say "I'm voting for candidate X or candidate Y, " they might be voting for the other one, and they may feel, Oh, well, they're not like me at all, I thought I like them, but they're voting for X or Y." You know, so stay away, you get, they ask you questions like that, your customers ask you questions like that, "I'm still studying the issues, it's really complicated this year," you know just give some vague answer. People that they like trust and that they think thinks like them. Don't even make jokes about something that could be controversial like if you see an LSU football flag in their yard, don't make a joke like, "Hey, I root for Georgia, and we're gonna kick your butt in football this year." Guess what, you've just turned them off, "Well, huh, really, huh, we'll see about that, I'm gonna cancel." Don't go into those, don't, you know, set yourself up for failure. So don't make jokes about anything controversial, talk about the weather, everyone will talk to you about the weather, "Yeah, it's hot. Yeah, it's cold. Yeah, it's rainy. Yeah, it's dry." Whatever, just keep it on neutral subjects, okay, don't go into anything controversial, religion, politics, anything like that. So stay away from that. So people that they like trust and they think thinks like them. Okay, so if we have that customer across the street that comes up to us and goes "Hey, Rollins person, is this a bedbug?" And you go, "Yeah, it is." You need to help them schedule the service. So... The ideal thing is that you pick up the phone or you take your phone out and you call the branch and you say, "I have Mr. Jones who lives across the street from one of our customers Mrs. Smith and has seems to have a bedbug problem, we need to get somebody out here and take a look at it." But if that's not possible right then and there, you certainly want to make sure that you get their name, their phone number, or phone numbers, and the best time to contact them. Name, phone number, and the best time to contact them. E-mail might work to, you might not forget to get that. So somebody comes up to you, now we're gonna have that information for our existing customers. But again the best thing to do is just to take your phone and call the branch and go, "Mr. Smith or Ms. Jones appears to have a bedbug problem. We need to send somebody out to take a look at it for them." So when we talk to our customers, when we talk to our customers, we should be able to answer basic questions about them, answer basic questions. "Is this a bedbug?" "Yes." "No, it's not." Okay? Give an overview of the service. Now what I said before, not everything is done the same way throughout Rollins world, okay. Some branches use heat, some use chemical, some use a combination of it. So you want to find out what the service protocol is in your area, so give them an overview, "Okay, we are going to use a heat approach, that we're gonna use chemical approach to it, we're gonna use a combination of heat and chemical." Okay. And then... Again get that basic contact information, and then help them to schedule the initial inspection, it's not the initial treatment. Remember, we want to make sure that they have the problem, we're gonna send somebody out there to do the inspection. Now one of the things that you have to realize, even after you become certified, is that bedbug inspections take time. If you have several other stops schedule for that day, you can't take time to ignore those customers that we already have scheduled to do an inspection for Mrs. Smith or Mr. Jones. Don't ignore your existing customer base... So we want to make sure that we take care of those customers that are already on the books, right. We don't ignore them, we don't want cancellations, we don't upset. "Yeah, I'm gonna be a two hours late because..." "What? You're gonna be two hours late, why?" Okay. Yeah, just make sure you help them schedule the inspection. But don't ignore the customer that we already have on the books, okay. Now the actual inspection, it varies from branch to branch, how your manager wants to handle this. Now for a non-existing customer, typically there's a charge of $95, somewhere in that area. Talk to your manager to confirm that number, because that number varies a little bit, but it somewhere in that range, okay, talk to your manager to find out. Many times the customer, if they sign up to be our customer and hire a service, we'll waive that fee and roll it into the total price. Now if it's been a long term existing pest-control customer of ours, the branch manager may waive that fee entirely, it's up to that branch. So you need to check with your branch or service manager on this how that's handled. Again, different regions different approaches, so make sure you are clear what the fee is for an inspection service, and what, you know, "Do we ever waive that for long-term existing customer?" Never, we're a value company, premium company, we provide premium service. Okay, so we're gonna go to page seven of participant's or maybe page eight that we're on. So follow along and we're going to have some consumer questions here, so answering consumer questions. Now our first question, and like some people to call and we're gonna have a series of these, so I'd like to talk to some you today. And Mr. Stanley, he's one of our customers, he wants to know if he has bedbugs. So somebody call in and tell Mr. Stanley how he knows if he has bedbugs. So Gerrit is our first one and, Michael, stay on the line, I need some other calls, because we have a series of these. So, Michael, stay on the line, so, Gerrit? Box springs, around his bed. Okay, can you start over again, Gerrit? I said I would check about the box springs, the bed and then also the curtains. Okay, what are you looking for? I'm looking for fecal smears. Ah, that's it, that's it, that's exactly it. Thank you, Gerrit. And I do need some other callers, Michael, stay on the line, because we do need some other callers. So, you know, when we're dealing with these things, like Gerrit said, we would be looking for things such as fecal smears or the actual presence of bed bugs themselves. So those would be ways that we're dealing with. So, well done, Gerrit, on that. You know, folks, when I go into a hotel room, probably a good idea for you as well, leave your suitcase in the middle of room, don't put it on the bed, don't put it on a bench or you know that luggage rack, that thing that opens and closes that what's you put your rug luggage on it. Leave a setting in the middle of the room and then check your bed and headboard and area for bed bug, signs of bed bugs. Some people even advocate putting the suitcase in the bathtub, I don't go that far but you could do that as well. So, you know, those would be some of the signs that we would want to pay attention to. Where is the pay attention to? So when we talk to our customers, remember whether it's Mr. Stanley, one of our customers, the neighbor across the street, answer questions, give the overview of the service, get the contact information, and help them schedule the service, okay. Again, do you think they're gonna get three to four estimates if they have something sucking their blood in the middle of the night? Probably not. Now we have another customer, her name is Miss Carla. Now Miss Carla, her son recently came home from college, and she's little worried. "Can I get HIV from bed bugs?" So, Michael, Michael, talk to me like I'm Miss Carla. Oh, I would inform the customer that bed bugs are not known transmitters of disease. That's exactly it. Michael, those are the words that we want you to use, that bed bugs are not known to transmit disease. So well done, Michael. So that's exactly what we want you to say that there is no evidence of disease transmission, they are not known to transmit disease. So Miss Carla can rest easy on that one. Now we have another question and Miss Carla is also worried about "Why can't you do the inspection today?" So I need some other callers here. So we have 48 people in the room, I need a couple of more callers here. Why can't we do the inspection today? It's Gerrit, I appreciate you're calling back in but and, Michael, but let's get some other callers here. I appreciate you are call back in, gentlemen, but let's get some other callers, in here, that haven't called in before. Travis in Portland, Travis in Portland, thank you for calling in, Travis. Let me see. We want you to try it again, Travis. Go ahead, Travis. That I can refer you to somebody who is. Okay. So basically Travis was saying that he can't do the inspection but we can arrange for somebody to do that. Now I might add in there that we have somebody that, you know, has gone through some special training. "I am in the process of getting that training, but I haven't received the training yet." So that's good answer, thank you. Now we have another customer, his name is Glen Roberts, he looks like he's got a really bad headache. How much is the treatment, oh, my head hurts so bad. Michael, talk to me like I'm Mr. Glen. Okay, apparently not. Okay, let me clear all these out. So I need some more callers in here, need some more callers, we got a couple more these. So let's get some other people that haven't called in yet... 'Cause I'll call you, I can do that you know. Okay, Michael, thank you. I can arrange to have an inspector come out and discuss that with you, sir. Okay, good answer, Michael, thank you. Remember, we don't know what we're going to have to do yet. How big of an area do we have to treat? We don't know, so we don't want to get into pricing again. You know, the initial fee, check with your branch or service manager on that, the initial inspection fee is usually around $95 again, check with your branch or service manager and make sure that figure is accurate. And again, it may be waived if you have an existing customer, a long-term existing customer, they may waive that fee entirely. It's up to your branch, that's determined by your branch and region, not by me. Okay? So make sure you clarify that. So thank you, Michael. Now Mr. Glen looks like he has a headache still, "Oh, my head hurt so much." And so exactly, what is the treatment process? Now I need one more caller in here, somebody, who hasn't called in before, somebody who hasn't called in before. Okay, no one's calling in, so let's see, whom I'm gonna go to. Peyton in Amarillo, Peyton in Amarillo, call in right now, Peyton in Amarillo, I want you to call in. Payton in Amarillo, there you go, Peyton, thank you for calling in. So talk to me like I'm Mr. Glen. Sorry, I didn't hear that. So what exactly is the treatment process? Well, I would explain, and then I would have a specialist come out. That's exactly what you want. Now you can tell them that we use heat or we use a product or material or we use the combination of it, but you don't want to get specific on it, just give that high level overview of it. And that the inspector that comes out there can give them more details on it. So, that's good answer. Again, let them know you use heat, you use chemical, you use a combination of it, but don't go into specifics as exactly what's gonna go on, because we don't know yet. But in general, the service would include an inspection, if we find them, a treatment, and then we're gonna follow up on that. Okay, we're gonna follow up on that. Okay. So, let's do a couple review questions as we're going to wind up the modules for this week. If you see a bed bug, you should help schedule a treatment, help schedule an inspection, notify your branch, or notate it on the service report. Okay. Looks like help schedule inspection is it that is correct. We're not gonna can help schedule the treatment yet, because we don't know if we have a problem. So you'd want to help schedule the inspection. Our last review question is non-certified specialist can perform, can only perform bed bug follow-up services. Is that true or false? Okay. Looks like most people are saying false and that is the correct answer. Remember, as a non-certified specialist, you can only help them schedule the inspection. You can't perform any service or inspection until such time as you become certified. But good news, everyone, as in Futurama, good news, everyone. So you will become certified by the end of your Phase II. Okay. It's self-directed, you're automatically enrolled, good news on that. We're gonna ship you the materials automatically. Now if you've already completed the Bed Bug Biology and Habits exam, you're on your way, you've completed the first steps. So that's it, folks. Now... Let me explain what's gonna happen next week. Monday, you're are in the field, yay, okay. You have to come and listen to Shane and I, yay. Okay, you'll be in the field on Monday, but Tuesday at 10 o'clock, you're gonna be back with me, I'll be here Tuesday at 10 o'clock. I'm gonna talk about fleas and then we're gonna go on to occasional invaders and finish up the day, later on in the afternoon with stored-product pests. So I will look forward to seeing you on Tuesday. Have a great day in the field on Monday and solve our customers' problems. Also have a great weekend.

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Posted by: rbanderas on Dec 20, 2016

NHT Day 05 02 Bed Bugs

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