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NHT Day 09 02 At The Job

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Welcome to At the Job. This is, of course, the beginning of the end of our time together. And unfortunately, I mean, fortunately we have to turn this module over to our own man of mystery. Now who knows what incredibly cheesy thoughts go behind that mustache. No one knows. Some say he thinks credit crunch is some kind of breakfast cereal. And that once he was bitten by a King Cobra snake. And that after six days of excruciating pain, the snake died. All we know is he is called the T-man! Well thank you, Jim. I appreciate that. - And, actually, it was seven days. - Seven days? - It was not six. It was seven. - The snake died after seven days? Stormy's got something new going. She did this last... - She's got picture to picture! - Oh... split screen! Whooo! Stormy! - She got the skills out, I like it. - Yeah, mad skills going on here. Alright, well welcome to the At the Job module. And, this is the last required module for termite specialist. As I said the other day, you are certainly welcome to attend the matrix. It's not going to be the same thing as you saw on the video. - Alright, it's going to be more of a work- - No one can tell them what the matrix is. - I heard that. Yeah, I heard that too. - They have to experience it for themselves. Exactly, so. We're going to be taking a look at, OK, now we are at the job site. We're getting ready to get this work done. And what are some things we need to be aware of with that. So let's take a look at what our objectives are. And, Jim, you want to take the honor on this and- - Certainly, Tim, certainly. - And show them the first. We have to show ways to show respect to the customer, Tim. If you don't show respect to the customer, the customer won't respect you. Respect the customer. You like that? That was pretty good, wasn't it? - I thought it was pretty good. - Not exactly Brando but, you know. It was close. I mean, it got the point across. Maybe we should get to the next one. OK... And then recognize the ways that, recognize the things that need to be communicated to the customer, prior and after the treatment, so if something need to be done we've got to communicate it to the customer, and identify their responsibilities and our responsibilities as well. And then we're going to talk about some best practices concerning the cosmetics of the treatment. - So... - Alright, very good. Alright, with that being said, let's start out what has to happen here. Number one, I would recommend, inspectors, that you go early to the branch the day of the treatment. - You know, when they're... - Well, that's going to be every day, Tim. Because they're going to be selling so much business, that that will be every day. And the reason you want to do that is that you want to get with your termite specialist before they leave to go do the job, and make sure you share with them some of the things that they need to know, so... Termite specialists, a couple of the things you want to make sure you're aware of is take a look and familiarize yourself with the graph, with the pictures that were taken. Look at what those conditions conducive are, look at any comments that that inspector may have put down there for you, look at the photographs of the job site, and that way you can get your questions answered. Make sure that you also review the graph, and make sure the treatment specs are correct, make sure you understand what kind of treatment the inspector has in mind for you. Find those areas of damage if there are any, and then just review the treatment plan and make sure it's correct. Basically, Tim, so that they know what they are getting into. So when the service specialist goes out there, he or she has some idea as to what is going on about that treatment, so know what you're getting into. Well, we also want to make sure, because remember this, we're a premium company, everybody, so, you know, if the termite specialists go out there and all of the sudden he's like "No, we're not doing that. No, we're not doing that," that customer's going to wonder what is going here with this. You know? Like "Jesus, did this inspector not know what they were talking about?" - Or maybe... - Or maybe it was a specialist that doesn't know- - Maybe neither of them know. - Maybe I just made a multi-thousand-dollar mistake. Right, "Gee, maybe we better put this thing on hold." So we want to make sure we're on the same page and get that done, alright? So keep that in mind, because that's got to, you know, make sure that you review what that job is going to be all about. Now, there's a couple of other things you need to do also before you leave the branch, so let's take a look at those. OK. Do you have enough supplies on your truck? Nothing says you're a professional like "I have to go back to the office to get more stuff." And what would those supplies be. Well, it could be, if they're doing a baiting system, it could be make sure you have bait stations, make sure you have enough recruit to put in those bait stations. Make sure you have all the equipment needed to perform a treatment. So all of those things need to be taken care of before the actual treatment, before you leave the job or the job site. Because remember, again, we're a premium company, we have to have our act together, and know what we are doing for that reason, OK? You know, our customers, they contact us because they care about their property, so we have to care about their property as much as they care about their property. You know, Tim, they worry because something is eating, for what most people would say, what's their most important financial possession, their home. And they've trusted us, they've given us this responsibility to take care of that structure. So we have to live up to that responsibility, it's very important. I'm not sure I want to make this next point. - What point is that, Tim? - Well... Because I'm afraid you're going to go off on it. You've got to show respect to the customer, alright? - I just did the Marlon Brando. - I know, I just thought you'd do it again. You want me to do something different? Something better would be good. I could do like Aretha Franklin, "R-E-S-P-E-C-T"... No, I won't do that, though. I'm glad I won't do that, - Because that would be inappropriate. - Don't, don't... - Don't torment them with your singing... - I won't, I won't do that. - It's God-awful. - I know, I know it is. That's the whole point of it. So you want to make sure you're on time, alright? People's time is valuable these days, so we've got to make sure- You know, it's one of those situations where I may have taken off a half a day's vacation, alright? To get this done. I may have snuck out of work and they don't even know I'm gone. So, we got to make sure we get there on a timely manner. So, if you're not going to be on time, what should you do, Jim? Call them and let them know as soon as possible. There are times when stuff just happens, folks. You know, you'll get stuck in traffic. There will be mechanical problems. Your vehicle breaks down, flat tire. Don't wait until last minute to call them. Let them know as quickly as you can that there is something wrong, that you're going to be delayed. Because, you know, we covered this story in the inspection module. If we say we are going to be there between 8 and 10, people are ready about 7:45. If we don't call them until 9:45, well I've just wasted two hours. So, let them know as quickly as you can. Be respectful of their time. That's what a premium company does. Remember, we're not the cable company where you sit around all day waiting and then nobody shows up, alright? And that's why cable companies and, you know, phone companies have the worst customer service ratings of anybody. Because they don't do what they say they're going to do when they say they're going to do do it. So we have to make sure we do that. Because, again, we're at the top of the pest control pile, so to speak, and we want to stay there. So, let's keep that in mind. And then make sure you introduce yourself. You know, termite specialist a lot of times you are kind of wired to: "OK, I'm here to do the job, you know, It's going to take about this long, I just need to do a quick inspection. You have any questions? You know. You know, find something to compliment them on genuinely. Shake their hand. Make sure you have shoe covers in hand. And then when you're going to do your inspection, you know, be very respectful of that property - when you go inside. - You know, Tim, I told the people in the earlier modules that I heard one great line in one of the sales presentations for residential sales class. And I shared it with them that, you know, "You have a beautiful home and I understand why you want us to take care of it for you." - That is an incredible line. - That is, that is a Hollywood line. So, you might want to jot that one down. - Yeah. - You want to repeat that again? "You have a beautiful home and I can understand why you would want us to take care of it for you." That is a great line to use. Sales inspectors, I would open with that. Just let them know that "Well, that is very impressive" Yeah, you know, because it doesn't hurt, you know, sometimes we have the tendency just to tell the folks all the bad news about their property. Let's make sure we tell them about some of the good news about their property. And when I was doing, you know, going back to that inspection module. You know, "Hey, when I was doing your inspection I noticed that you have got just the right amount of insulation up here. That is great that you are thinking ahead like this. Like "Good news, everyone"? Professor Farnsworth? - Is that what it is? - You have no idea who I'm talking about. - No idea, no. - Go ahead. - That was way before my time. - No, that was after your time. - Way before. - They know who Professor Farnsworth was. OK, a couple of other things to show respect. Don't park in the driveway. Initially, you know, we want to park down the street. Sometimes you don't have a choice, you're going to have to park in the driveway. If there's no parking allowed on the street, OK? But then, let the customer know that you're going to have to be in the driveway and tell them a little bit about the setup. And make sure they understand that they need to depart for a little bit to go pick up, you know, a child at school or run an errand that they might want to get their car out in advance. And, because it's not just a matter of taking two minutes to pack up. It's move involved than that. And then make sure you explain to them how long the treatment is going to take. So, termite specialists, you have to kind of assess from the graph and the conversation with that... inspector before you even leave the branch, about how long this is going to take. So you can tell the folks that when you get there. You know, Tim, termite control is a very blind item for most people in the fact that they don't really have a whole lot of knowledge or experience about it. - Yeah, because it could be their first time. - It could be their first time. It could be their first home. They just don't know. So, let them know, inform them. Again, one of the things our customers expect us to be is informative. So let them know. OK, now. The customers need to be home so, inspectors, don't ever schedule a treatment when they're not going to be available. You're going to make sure they're going to be home, alright? And why is that, Jim? Well, you know, obviously someone is going to have to be there to let you in to the property. We also have to have somebody to sign documentation and paperwork. So, basically we have to have somebody there. And, as we covered in the inspection module, we would never treat a home, just the same as we would never inspect a home with just a minor child present. So, an adult has to be present for this treatment. Yeah there's too many nutbags running around. Now let me just say this also... If you don't already have one, go see your manager about it. You need a photo Orkin ID, alright? Photo Orkin ID. And your manager can swing that for you. Because it's one of the company policies in the general policies manual that any of our employees who deal directly with the customers such as inspectors, such as termite specialists, you got to have an ID on. It's going to give those folk peace of mind when you show up that you're really who you say you are. Because there're just too many crazy people running around out there doing crazy things, so. Exactly, Tim. So, if you do not have your ID, talk to your branch or service manager about getting one because it is required. Now, to one of Tim's earlier points... when you get there, I don't care if you're sales, inspector, service specialist, act like you want to be there. Even if it's your third inspection of the day, fifth inspection of the day. Whatever it is, act like you want to be there. Now, imagine again if I came in the first module that I was with you and said... "Hello, my name is Jim Herrin and I'm going to be talking to you for the next two weeks. - Don't you usually talk like that? - Yeah, a lot of times. You would have gone "Long two weeks". So be enthusiastic, act like you want to be there. Remember... without our customers, there is no payday for us. So, take care of our customers, solve their problems, be enthusiastic. You know, on top of that is the fact that, you know, that the majority of the communication, in case you didn't know this, is through body language, 55% of all communication is through body language. So the way you walk up, and there's always somebody watching you. Whether it's a neighbor, you know, whether it's the person there or they're waiting for you to show up. So, if you have a lack of energy walking up somebody's sidewalk, through their house, to the door, driveway, they're going to notice that right away. So your body language says a lot about your desire to be there and what you want to do. So, to Jim's point... let's be perked up, let's be ready to go, let's look like you want to be here. And take care of this customer's property for them because they are counting on you to do that. And that's part of, you know, one of the reasons we've lasted 115 years is because we provide that that high level service. Now, another thing people don't like is surprises and this gets back to the inspectors. You got to make sure to let the folks know when you do your proposal and when they say "yes", what's going to happen to their property when we do the treatment. That should not fall on the termite specialist. And, because people just don't like that so, you know, I show up and if I show up and tell the customer I need to cut a hole in their bathroom wall, it's probably not going to go over real well. So, you know, I don't want any surprise about, all of the sudden, you got to drill through the grout joint on the tile floor of my bathroom and I don't want that. Or, you're going to cut and put this plastic door on the wall and I knew nothing about it. You're going to make sure you bring this stuff up ahead of time. Because, inspectors, I would much rather have you handle the objection that may come from that than put that burden on our termite specialist, alright? Their job is to go and get the treatment done. Because they're judged every day on how much production they put out So, if they've got to be haggling with customers and trying to smooth everything you didn't bother to tell them; that's not a good thing. So, you got to be on the same page with that. So, make it a general point that, you know, once you get the deal inked, you know, to review... "These are some of the things that are going to go on, here's some things I need you to do, here are some things that are going to happen to your property cosmetically" I call it cosmetic inconvenience, alright? You can't do a termite treatment to an existing property without having some kind of termite, or some type of cosmetic inconvenience. So, keep that in mind. Alright. Now, you also want to let the customer know that you got to inspect the property. Yeah, just let them know that you're going to do a brief inspection of the property, that you're going to re-measure it. And, again, this is not the whole home inspection. We covered this story in the inspection module. It's not the whole home inspection. But, we're just checking a few things out. We're going to check the structure against the matrix just to make sure everything is the way it should be. So, what are you looking for when you're going out there? Well, the first thing that you want to look for is knockout factors. Now, Tim, I forget...what are the two knockout factors that they have? Well, one is a swimming pool, right? - Swimming pool? - Yeah, if they have a swimming pool - in the backyard, ain't it? - And a Jacuzzi? Wasn't a Jacu...? - No, I don't think. No. - Hot tub. - A hot tub? So, go ahead and chat in - So, hot tub on the deck? And tell me, what are the two knockout factors that we have to be concerned with? So, what are our knockout factors, folks? So, what are our knockout factors? Go ahead and chat that in for me. This should be interesting. So, anyway, so. Goodness, look who it is! - It is our own Stormy White! - There she is! - Bring it up. - So there she is. Everyone wants to see what Stormy is- Thank you for bringing that, Stormy! - It's my hair care products. - It's some of her hair... - So, OK, folks... - I'm getting a little bit of gray here, so... - Do you want me to leave that here? - Yes, if you will. - Yes, please. - Yeah, if you will. Thank you, thank you, Stormy. - That will be great. - We appreciate that. Stormy White, everyone! - Yay! - Yes, Stormy, she does that on a side. She has hair care products... - And nutritional supplements. - and nutritional supplements. If you all want to be healthy and looking like Stormy, - you can purchase from her. - OK, Carl says Styrofoam molded foundation. Michael says, spring going through the home. Mason's wood spray, tech- That's not... Wooden ground is not one. A springer stream under a foundation and Styrofoam molded foundation systems are two knockout factors, so very good on that! Yeah, and I just, I know you probably heard this a couple of times before, but we're not talking bout standard Styrofoam here, we're talking about a Styrofoam molded foundation system. - Why Tim, I think you happen to have one just handy. - I do. I do right here. So what they are, these things are like legos or like molds, and they've got a tong on one end here, they've got a groove on the other, they've got a metal band that holds the thing together. And what they do is they set these right on the footing, you may recall we talked about some of the constructions where, you know, footings had to be so deep and so big to hold the weight of the structure, so if I live in Minneapolis, these things are going to go 4ft. into the ground, alright? And the problem we have is that, when you build a foundation out of this, termites don't eat styrofoam, but they tunnel through it. And if they tunnel through them, then we don't see them. You can't treat this, it repels any kind of liquid treatment. So it's a bit of a problem. So we don't want the risk of taking on a property like this, that has this stuff, you know? Because what they do is they pour concrete down the center here, alright? - And it all becomes more... - I've covered all of this during the inspection module, Tim. - Well, aren't you special? - I am. I am. - I am. - That's good, well... The other one is a springer stream under the home. We're not talking about a little water that gets in the crawl space when it rains... Boy, are you... Told you this was going to be a fun module. He's having attitude today. Told you it was going to be a fun module! We're not talking about a little water which has gotten in the structure we had three inches of rain last night, we are talking about water that is flowing under the property on a regular basis. So, springer stream under the foundation or styrofoam molded foundation system, as you so eloquently pointed out to them, Tim. - That was well done. Well done, you! - Thank you very much, - I'm very glad you liked it. - Done with your usual Grayson panache. Absolutely. Now, this is going to insure a couple of things when we do this inspection. OK? It's going to ensure that we've got the right amount of material with us to get the job done. Because now I can confirm how big the place is. It's going to ensure that we are going to apply the correct volume, because I've verified that the linear feet listed on the inspection report are in fact accurate. So it's also going to ensure that we're going to service the property according to the required treatment specs, that hopefully were correct to begin with, when the inspector put them on the graph. And we want to make sure we do the correct service, obviously, to make sure that the customer is satisfied. Yeah, if the customer is not satisfied, it's all mute points, folks. Suppose that's all mute points. You know, one of the things I know you talked about previously is people's perception, their perception being the reality, it's not what our perception is, it's what their perception is that really counts. Like "if your mamma ain't happy, ain't nobody happy." That's the way it should be, folks. So if the customer's not happy, even if we think we've done a great job, if the customer is not happy We have some more work to do. So, "the mamma ain't happy, ain't nobody happy." Alright, so I'm going to show this next, but I'm not going to take - full responsibility for this. - Oh, no! - You're not going to put that up there, are you? - Yes... Now, inspectors, you should have communicated to the folks certain things that they needed to do to get ready for this treatment, right? - You're in trouble now, Tim. - So we've got some pictures here of Stormy's houses to give you a couple of examples. I don't think you're going to be brave enough to put the up there. Well, I am. She's in a good mood today. - OK. - So the first thing is- If we had to draw out the expansion join the garage, it can't look like this. - Wow! - This is Stormy's garage. You see the boxes of the hair care products and the nutritional supplements, - so... - Yeah, that's her garage, I mean, they're full of hair care product. Well, you saw her hair, folks! So, if you have that type of situation, we could not possibly treat Stormy's garage like that, Tim. We would have to have Stormy clean that out. Now, if it's just a couple of boxes or something like that, and we have a citizen, excuse me, a customer who is a senior citizen or perhaps has some disability, we can lend them a little assistance to help them move some things around, but obviously, if we run into a situation like this, that property is not ready to be treated, so... - it's going to have to be cleaned up. - Did you hear the rumor? - What's that? - Did you hear the rumor about Stormy - and her garage and stuff? - No. What happened? - That's just the beginning of it. - Oh, you mean there is more behind that? Well, the rest of the house kind of looks like that too. - Well, she was featured in an episode of Hoarders. - But I wasn't sure if you knew about that. Yes. Of course, we're making all of this up, I hope you know that. - But anyway... - You think? - Oh, OK. - Go ahead. Yeah, and remember, one of the things, you know, inspectors, one of the reasons we tell folks they need to get ready is because we don't want to be liable for this. Next thing you know, you go there and, gee, the garage isn't ready. Well, you've got a couple of choices. The technician could say "You know what? Sorry, I cannot treat your house today." They could call the inspector, the inspector could come out, and the two of you could help move this stuff, alright? But remember, when you do that, then you're assuming some liability, so if I pick up a cardboard box that's sitting on the garage floor for the last year, and it's absorbed the moisture from the concrete and the bottom falls out of it, now all of the sudden, there's this yard-sale china or grandma's antique heirlooms that can't be replaced, and the only thing that's going to make me feel better... It's a big old hunky check from Rollins! - Yeah. Yeah, baby! - Yeah, that's it. A big old check, that's the only thing that's going to make them feel better. - Yeah, that's going to make it all better, right? - Yes. That big check. So you've got to make sure you let the folks know what they need to do, and, inspectors, what I would recommend you do is you call them the night before the treatment and say "I just want to, you know, confirm you were able to get those things done that we talked about. " If you get this kind of response, "Well, I was kind of sick all week, all weekend, man, I got nothing done", we don't want to send anybody out there if there's this kind of work to do. So let's make sure that we communicate "A", this is what you need to do, "B", this is how you need to do it, and then, "C", do that follow up call before that job is done the next day, and make sure that the work was done. Barry, just to confirm something that we went over earlier, now, if it has a knock out factor, that means that we're not going to treat it all. No, no Sentricon system, no perimeter plus, no nothing, no liquid, no bait, no nothing. That knock out factor? No, we're not going to treat it, period. And one of the other things, folks, to Tim's earlier point about moving the boxes, if you remember from your Equipment and Safety video, one of the main injuries that we have is lift, bend and pull injuries. We don't want you to hurt yourself lifting those boxes, that's not your job. You shouldn't be moving appliances, you shouldn't be moving boxes. That's not your responsibility. And let me just say something about a baiting system, OK? This is what you have to be thinking about, think about your termite biology, OK? Termites are not attracted to baiting stations, OK? They run into them, it's kind of like you walking around in a desert, you don't know where your heads is, right? All of a sudden, there is an oasis, palm trees, cold water, figs. You know, I'll let you draw the rest of the rest of the picture there. OK, are you going to be quick to leave there? These bait stations, once their found, yeah, then they have an impact on termites. But before that, they can go between them. And the deal was this, if they go between them, their natural behavior is, when they hit the foundation wall, they're going to do what? They're going to go up. And once their in the house, they have no reason to leave and that's why, Barry, we will not use a baiting system. In other words, we need to make a decision of risk versus reward. Is it really worth it, you know? The average termite job is 1500 hours. Is it really worth it? And that's not 1500 hours in profit, alright? So is it really worth it to take this on, and we have to make a decision on that. Now, I've got a- I don't know if Michael meant to call me. Calling, Mike called out, bait termite. Did you call, did you have a question? Hello? - Apparently not. Sometimes we hit the... - No, he hung up. We hit the button by accident, that happens. - No problem at all there. - Okay. Alright, very good. Alright, let's take a look at the next theory then. This is another area you got to make sure inspectors let the folks know about. You can talk about this, I talked about the last one. - That's Stormy's crawl space! - I know. I've trying to get her to take that stuff out of there for about a year. So folks, when you encounter something like this, obviously, that has to be cleaned out. - Now... - She doesn't think so. Well, it does need to be. Now, during the inspection module, I talked about, you know, sometimes people will use their crawl space for storage, Well, any wood like that needs to come out of the crawl space, it doesn't need to be in there. So, when we have that situation and we remove wood from a crawl space, it's important that we put it in the proper place. We don't leave it by the crawl space door, because, in many cases, the costumer will go "I'll get that later", and put it right back in the crawl space. So, remember, that has to be removed. Yeah, you know, we're in the business of getting rid of bugs, we're not Sanford & Son, OK? But you actually do, now that you mention it, you do look a little bit like aunt Esther from Sanford & Son. - Oh, really? - Yeah. - Mainly around the mustache. - Oh, really? - Yeah, that's sort of cheese like that. Anyways... - Oh, I see, I see. But Tim, I do have one question for you. - What's that? - Do you know what a termite eats for breakfast? Cellulose. "Oak-meal". Get it? - "Oak-meal"? - "Oak-meal"? "Oak-meal". - Wow, that was a "laugher". - Yeah! "Oak-meal". Well, let me check with the group on this one, so if you liked that rather pathetic joke... - Come on, that was funny, it's termite related. - just say "yes". - It's a clean joke. - If you didn't like it, say "no". Come on. I told you we were going to have a little fun with this module. Well, they've been waiting, you know... See? Stormy liked it. That's pretty close voting, 12-9. Do you think you can do any better, Sport? Yeah, maybe I could. - OK, 12-9, keep that in mind. - OK. So he's challenging me saying can I do better. Well, let me just give you one, OK? Did you hear about the termite that died? - No, no, I haven't. - Yeah, it committed "termiticide". That doesn't even make sense. - Sure it does! - No, it doesn't. They died because they committed "termiticide". - They wouldn't commit "termiticide", - They came and- - they would have been exposed to termiticide. - So let's see if the group liked that one. - I don't think that's funny at all. - Well, you don't have a sense of humor, that's the problem. So if you liked that one, just say "yes" and remember, who loves you, baby? Just remember that. Who's been good to you all week? Me! Well, Jimmy, I hate to tell you, but... - 22 to 3! - Ouch, ouch! - That hurt, didn't it? - Perhaps later on I'll have a better joke for them. Well, I'm just going to tell the group this little factoid. OK, go ahead, "factoid". He cannot admit that some of his jokes just aren't funny, OK? So... But I appreciate it. Thank you, everybody, for your votes, I appreciate it. Let's go to the next thing. OK... Now, a couple of things on the crawl spaces, you want to check with you managers because each branch does things a little differently. If I got a little senior citizen who, you know, can't get in there and clean out that debris in the crawl space, OK, then, you know, we might be able to help him with that. Now, we may not charge them because, you know, they're on a fixed income. You know, they don't have any friends or family that can help them. We've got to take a look at each situation kind of individually on that. Sometimes it's just someone that doesn't want to do it, "I'm not going down there and do that." Then we charge for it, OK? You need to check with your manager and find out what your hourly rate is, and, you know, how you want to handle that. So just keep that in mind, sometimes we charge, sometimes we don't, it's kind of the manager's decision on what they want to do, and do it that way. But we are definitely not in the junk business, Tim, as you pointed out. Now, and you know, again, we usually just put plastic down and put the stuff where they want it. Inspectors, when you do your inspections, if you find some cellulose there, just take it out. Even if they don't buy from us, just take it out and tell them that. "Hey, look, I found some scrap wood, then I pulled that out, and it's in there for you." That's what we call Value Added. That may be the difference between you getting a sale and not getting a sale. Especially if they have some other folks coming out, so keep that in mind as well. Alright, another issue is sometimes you run into low-level decks. It means there's a deck that is up against the foundation of the slab, and what's the problem with that, Jim? Well, you can't get under there to "see", and nor can you get under there to "treat", so it's a problem on both ends. So, it's important that the customer understand that it's their responsibility to remove those deck boards. We don't do this. So, if we have to remove the deck boards and one breaks, well, the customer is going to expect us to replace the deck boards and since the deck has been stained, they'll expect us to match that stain, and if it doesn't match entirely correctly, they'll think we should paint the entire deck, so we don't want to get into that. So it's the customer's responsibility to remove those deck boards so we can provide treatment for it. Now, we do recommend that they replace them with screws rather than nails, because next year, guess what? We're going to have to come back, Tim, to do a "re-eye" on that property and we're going to have to remove those deck boards to get up under there to see it. So, you want to replace the nails with screws so you can screw that back in place, so it's easy to remove next year. And, inspectors, make sure you explain that to them, because they'll think that they prime up, they'll only have to do it one time, that's why, to Jim's point, tell them "Hey, look, we need to have access to this every year when we come out to do your inspection." If we can't see, then we can't give them a guarantee treatment. OK, it's going to be a non-renewable treatments, that's what they're going to get if they are not willing to lift those up. And sometimes, it's a little bit problematic to do that based on how the deck has been built. Alright now, next thing is, also, we have to talk to people about what they need to do inside, alright? And what I'm about to show you may shock you, but this is underneath Stormy's sink. She started shopping at Target, "Tar-jay"! - Yes, she did. - I didn't know that. - I didn't know that used brand names, like Windex. - Yes, she's got Glad... - and Windex, yes. - I thought she bought the generic stuff. - She's got some good stuff right under there. - Yeah, yeah... - What's that stuff to the right there? - I don't know. It looks like a bag of chips! Yes. You know, Stormy is heavily into chips. - Oh, is she? - She eats a lot of chips. - I thought she was a healthy girl now... - Well, she's thoroughly a Friday natural. - Oh, I see. - So, anyway... I mean, you can't let all that stuff in there, I mean, we need to be able to check the plumbing, we want to be able to do all the checking, make sure there's no leak, there's no termites, tubes in there pull all that beauty ring back. And do that, so... Again, inspectors, you need to point this out that the folks need to do that, you may run into the same thing in the bathroom vanity as well. Now, one of the good things, Tim, is that something minor like this, if there is a problem, what we can do is have the customer clean it out while we're doing something else for the treatment, preparing the outside for the treatment or something like that, while the customer removes that material so can get in there and treat it. So again, inspectors, it's really important and let me make a suggestion. You know, you're going to be talking to folks and their heads are going to be ready to explode, OK, from all the information you're giving them, because this may be the first time they ever had to deal with anything like this... Write these things down for them. Write down that they need to move the firewood away, they need to, you know, clean out the crawl, they need to do- They're not going to remember all this stuff unless you write it down. And that's also why you want to check on them then, because then you can say "I'm following up to see if you were able to get these things done." Because they inhibit the treatment. If they got two quarts of firewood outside, and it's stacked against a side of the house, we're not going to trench around that, it's got to be moved. And that's a lot to ask of our termite specialist to do that kind of work. We're not getting paid for that, alright? So let's make sure that we take care of this. Alright, another thing we have to keep in mind is that we do not pull back new customer carpet. What's the Specification for that, Tim? Isn't it twelve? - No, I thought that was like four. - Four? Specification number 4. Yeah, remove floor covering. What's the treatment Spec for that. Maybe they can help us out and tell us what the Spec number is for removing floor covering. So go ahead and chat that in, What is the Specification for removing floor coverings. - Look at this. - Carolyn writes. - Got it right on it, miss - Yes. Specification number 1. Excellent, I like it. So Spec 1 would be removing floor coverings. So we should know that right of the top of our heads. So, and keep that in mind also, you know, when you do your graphs, make sure that you put that "one" on there. Otherwise, your termite specialist, you know, they're going to wonder about that, alright? But we do not, you know, we do not pull back new carpet. Now, what's considered new carpet age-wise? And let me just ask this poll question first. How many of you have done some carpeting or, you know, some kind of flooring work in the past, before you came here, because I always have a few people who have done that. At least one former corporate person here- - We've got like six, seven. -Wow! - Ten! - Seven? Ten? I think that maybe they misunderstood - the question. - A lot. Eleven, why... - Seven know, so we win either way. - Well, anyway... So, obviously, some of you have done carpet work before, but we as a company, we as Rollins are not in the business of replacing carpets. We don't have carpet kickers to stretch that carpets back. - So if the carpet is... - Stretchers and kickers. - Stretchers and kickers. - Yeah. You didn't let me finish my question. I said how old is new carpet considered. They already chattered that in. OK, now I get it. John says one year. - Right, one year. - That's very good. OK, and Fernando got it too. They already had that, Tim. You've got to keep up, you've got to stay current, you've got to stay focused, Tim. I've been talking to you about this. You've got to stay on top of your game here. So, one year. So if the carpet is less than a year, we will not remove it, they're going to have to remove it, and they're probably going to need to have a carpet company come back in and stretch that back into place. Now, inspectors, that may cause some heartburn for you, because what they're going to say is "Wait a minute, that's going to cost me money!" Yeah! OK, let me just tell you how it might work. You may want to explain this to them so they can do it themselves. It's, number one, if you have a company come out, they're going to pull it out, but their not going to sit around waiting for the termite specialist to come out. Or even if the termite specialist would arrive at the same time, they're not going to sit there and wait for four hours while they treat, so it's going to be a service call and a labor charge and they're going to have to come back and reinstall it. So it's probably best to just tell the folks, "look, just pull it back yourselves, this is how you do it." And then they just have to call one time to get that put back down. It doesn't have memory, it's not going to go back to where it needs to go, so you're going to get the sag and bag, and then they're going to be unhappy with that. A memory of the way we were? - What's that got to do with sag and bag? - No, I was talking about the memory of the carpet. - Oh, that! - Yeah. - You're not going to sing, are you? - No. I wouldn't do that to them, Tim. -Scary. - I got worried there for a minute. - But I do have a question for you, Tim. - Yeah. Tim, you know, we just started baseball season, do you know why spiders are better at baseball than termites? - No, why? - They already know how to catch flies - Come on, that's a good joke. - Really? It's termite related, it's baseball related, what more do you want? - Let's just- - It's a clean joke. - Let's just see what they think about that one. - Come on. "They already know how to catch flies." - Holy crow... - Come on, that's a good joke. - They liked that one, didn't they? - Well... - 13 to 7 so far. - Yes! 13 to 8. - 14 to 8. - Yeah! OK, yeah, so thank you everybody for lifting his self image up. - I, yes. - Now, if you want to heat a really good joke, - I can just tell you one. - Go ahead. - Alright. - You said you want me to tell another one? - No, I said I'll tell a really good joke. - Oh, OK, OK. What do you call a rabbit with bills all over it? - "Parasitized". - No. "Bugs Bunny"! You get it? Now that's a good joke there. You can tell this to your kids and you'll be a hit, parents, believe me, try it tonight. "Bugs Bunny". How many of you liked that one? Now, that was a good joke. That's better than the other stupid thing you told them. I told them we were going to have a little fun today too. Well, obviously, they are enjoying my jokes better than yours. - Probably. - 16 to 6. - So we're up to 2-0 now. Yeah. - Two to none? So we're not going to get them, believe me, you're not going to get that many more, - it's going to be- It's going to be painful. - That hurt good. - It's actually 16 to 7 now. - OK. So, anyway... Thank you, everybody, I really appreciate it, you guys are great. Now, with the carpet thing, OK? If it's older than a year then, OK, we'll pull it back, but again, we can't guarantee that it's going to go back the way it should, so, for that reason we've got to make sure that we get the waiver signed, alright? - And that- It looks like this. - Can I, can I do a... - A waiver? - No, can I do the reading? - Please let me do the reading. - Yes, go ahead. - I have to use my professional voice when I do this. - Alright, this is going to be a dramatic reading - of the waiver. Go ahead. - OK. I authorize Orkin to remove or cut tile, carpet or wood on my slab as necessary for treatment. I release Orkin from any liability for damage to tile or carpet as a result of cutting or removing floor covering. That's my official voice. - Well, I must admit that's impressive. - It is an official voice. Now, with this, you can see here that what he told you is, we've got to check the box and get them to sing it. Let me just make a suggestion to inspectors, because this is, again, another one of these responsibilities that you need to get done, so when you make the sale, don't bring this up, until after all the paperwork is signed, alright? Then you say "By the way, do you remember that I told I have to pull the carpet back? I just need your permission to do that. And I just need you to sign right here, Colonel Blake, alright?" So, you know, if they say "Wait a minute, wait a minute!" Because, you know, most people don't read stuff like that, but if they do and they say "Wait a minute, does this mean that if you screw up my carpet, that I'm stuck with it?" No, it doesn't mean that at all. You know, I mean, if we do something and we spill something on it, you know? Something like that, we're going to take care of it. But we cannot guarantee it's going to go back and be nice, and stretched, and tight, even if it is a used carpet we can't guarantee that. So make sure that they understand that, that's what the waiver is. If you're going to drill through a grout joint in a tile floor, alright? Inspectors, you have to make sure you let the folks know we're not dealing with tile here, we're dealing with the grout joint. Can I get the waiver signed? If you're going o drill through hardwood flooring, you have to get the waiver signed, and make sure you do that. Alright, questions on that? - I think we're ready to move on, Tim. - You think we are? - I do. - OK, now, you know, that's some of the stuff the customer's got to do, now, we've got some responsibilities too. - So, Jim, would you like to chat about a couple of these? - Absolutely. First of all, we have to make sure that we can contact utility location services if that is a requirement in your area. So, in some municipalities there's a requirement to contact utility location services, so we have to take care of that for them. So make sure that that is done. Also, we want to check and make sure that there are no bodies of water within 25 ft. of the property, such as a pond, creek, wells, cisterns, anything like that. - Spring. - Spring. Anything like that, you have to get your branch manager involved. Now, there's special treatment protocols for treating around bodies of water. But you need to get your branch's service manager involved. For more information on this, you can look in section 800 of the termite treatment expectation manuals. But make sure you get somebody involved from the management in your office to look at that. - Well done! - Thank you. - Section 800, wow! - Section 800 of the termite treatment expectation manual. - You remember that. Wow... - I do. - That's smart, you're getting better! - I am. Now, here's another thing you can get some push back on, inspectors, let me just say, right now, when you go out to do your inspections on slab homes, as soon as you walk into a bathroom, you better start thinking about your alternatives. Because you're more likely to get some push back, the people are not going to want, you know, one of the first things you want to look for is there a bath trap access, is there a way to get to this plumbing. Because we have to go through the concrete and get the material underneath. Remember the horizontal treatment we talked about. The whole idea that we're trying to get one gallon/10 sq ft., we're just trying to get enough material around that pipe, so if termites try to follow that pipe into the structure, they have to com in contact with it. It's like football, it's a contact sport. So, we have to let the folks know that, so you will always get a pushback in most cases about cutting a hole in their wall. So you can't just say "Yeah, we're going to have to cut a hole in your wall." You know? They're going to think it's a hole like 3 ft. by 3 ft. Inspectors, always have a bath trap to work with you that you can take is so if you see that after your inspection you're going to have to put one of those in, on slab home, take one in with you. There's nothing that says that you have to be glued to that chair when you're doing your proposal, get up and take them to the bathroom, and show them exactly where it's going to go. Let them know, "Hey, look, you can paint this thing to match the color of your wall if you want!" - You can wallpaper it. - They can also have some pictures of properly installed bath traps with them just to show them that it won't be ugly. That's right. You know, pictures tell the story. You can sit there, inspectors, and try to explain how this is not going to look bad, and the person sitting across from you, in their mind they're going to be "This is going to be terrible! Terrible, terrible." You show them a picture. This is what it looked like when we made the penetration, this is what it looked like after it was patched. And you're going to get that in an instant, either "That's not too bad" or "No way. Not going to happen, no way." So again, on those inspections, look for alternatives. So, you know, if they don't want me to put the penetration in for the toilet trap, you know, through the grout joint of the floor, I may have to short rod from the outside if that toilet is on an outside wall I could do that. So look for alternatives, can I go in through a closet? Perhaps put a bath trap in that location instead. But make sure you do that. Now, there is a waiver form, the same waiver form for your carpet's got an option for the bath trap. - Are we going to do a dramatic reading of that also? - Perhaps a little bit later. - With your voice a little weird? - Later on. - Yeah, we'll do it a bit later one, yeah. - OK. But what it's basically saying, to kind of paraphrase it, it's saying that The person, you know, doesn't want it done. You can't do it because of construction. It's not really that at all. The customer doesn't want it done, that's why we're not doing it. But, also, it states in there that in the future, should that customer have a problem that requires access being provided they're going to have to provide it this time. And Jim, I don't know about you but yeah, there're still some folks out there who still think the way you put a nail on the wall to hang a picture is to use a shoe. - Something wrong with that? - So, can you imagine- - Well, I know you do that at your house. - Yeah, of course. But, can you imagine somebody with a stake knife trying to cut through drywall? and what that's going to look like? - Delicious. No, no? No. - So, just let the folks know that "Hey look we can put this in for you and install this nice door or you can provide the access yourself down the road - should you end up with a termite infestation." - Tim, Tim, Tim, Tim, I have a question... - Yeah? - Could you issue a poll question for me? And the poll question is... Do we install bath trap on slab homes if we're doing a bait only system? Yes or no? If we're doing a bait only system, do we do a bath trap on a slab home? So, yes or no? - And everybody votes. - Everybody votes. Well so far, Jim, we have 2 yeses and 17 noes. Well what would you think the answer is? I think the 17 people are right. Remember folks... We do not have to install a bath trap if we're doing a baiting only system, a Sentricon HD system, we do not have to install a bath trap. You also don't have to install a bath trap if there is a crawl space or a basement underneath that living- - Yeah, that would make sense. - Now, if you got a basement that's got, you know, plumbing, that's got a powder room down there, yes, then we do that because it's on a concrete slab. But if there's nothing down there, you know, where's the material going to go? You're going to drill through the floor? And the reason I bring that up is that I've seen people put Spec 5 on first floors for basement-type homes. And you don't want to do that. Alright, so we're good? - I think we're good Tim. - I think we are. - But I do have another questions, Tim. - Yes, sir. Did you hear about the termite that walked into a bar? - No, I didn't. - It ordered a beer! The bartender served him and said that will be $7.50. And then the bartender looked at him and said "You know, we don't get many of your kind in here." The termite looked back at him and said "At $7.50 a beer, I can see why." - Now that's a true story. - Is it? Yes, that's so. Yeah, - as a true story. - Yeah, well I thought it was pretty good, - let's see what what the group thinks of that one. - Yeah that was a good one. I think, you know. This is your best hope of having a big turnout. - No, I have many more. - Of "yes." I have a whole page in front of me. - They liked that one, don't they? - OK, Tempo box is down in branch. - OK. - I can't read the rest of it. So, and the computer isn't keeping - up with the live broadcast. - Up with the live broadcast. - So, Stormy... - 13 to 7, Jim! - Cool. - 14 to 7. Branch 504 is having difficulties. So thank you for voting for me OK, Ryan, you need to call the help desk, and perhaps I can be of assistance too. OK, remember 14-7, because I'm going to give them a good one now. - Come on, Tim. - OK? OK, let's see. Let me pick one of my vast list here. Your vast list... What do ants do to smell good? Well, Tim, they release pheromones. - Now pheromones as we know- - No, no, no, no... It's simple, what do we do? They do the same thing we do. - They wear a cologne or perfume? - No, they wear ANT-iperspirants. - That is bad. - That's a good one, right? - I bet they're going to like this one. - That is awful. - And they're going to like it. - Of all the jokes you ever told here - Antiperspirant. - that is the worst one I've ever heard. - Yeah, go ahead, show me how much you loved that one. - That is pathetic. Let's blow him away. Had 14-7, so I need 15 on this one. - That was awful. - I'm already at 15, Jim, my man. 19 to four... Thank you everybody, you've been wonderful. I say you're taking a beating today. - Move on. - Of course, If you told some decent jokes, - It might help. - You wouldn't have... Yeah. OK, a couple of other things here that we need to keep in mind, alright? Oh! Look at what I'm about to put up. - A little question! - What? Let's see if they can get this one, we've already talked about this once. OK, so which is Spec 1? - I thought Spec 1... - Do you want to the ten-dollar thing on this one? I thought Spec 1 was installing a bath trap. No, that's number 34. 42, we found out we don't do 43 anymore. I think everybody is going to get this right. Jim, did you tell them that this morning? Yeah, we told them, no more 43s. You flip them, you've got to flip them on the matrix, and how to make the changes, - did you tell them that? - I told them. OK, I'll what we've got here. Oh, man, this is beautiful. - Are we at 100%? - Man, these guys are great. I love them. Look at this. - Home-run! - Everybody got it. I like it, excellent! - Oh my, oh my... - Excellent job. Excellent job! Let's put up another question. - You think? Alright. - Yeah. Let's get two in a row. The record is seven in a row. - OK, Let's get two. - I just want you to know that's seven in a row. We can close this morning, that's some sharp group. - Next one. Whose responsibility is it? - OK. - For this? - OK. Customer's or is it Rollins' responsibility? I thought it was Stormy's. Isn't that her crawl? It's her crawl space, perhaps she should get under there and clean that up. I told you, two years I've been trying to get her to get that stuff out. Maybe she should listen to us. You know? She said she doesn't have time, she got too much going on with... - Hair care products and the nutritional supplements. - nutritional supplements, yeah. What can I say... - OK! - I have a good feeling about this, Tim. - I do too. - Let's put up the slots. It's exactly the same! - Can you believe that? - Well, in actuality, Tim, no matter how they voted, everybody's right. - That's correct. - Because it depends! It depends on what kind of stage you're in. Remember we talked about a label state, versus a minimum standard or minimum treatment state. If you are in a level state, it is the customer's responsability. If we are in a minimum standard or minimum treatment state, it is our responsibility to clean that debris out. You need to check with your branch or service manager if you've not already done so, to confirm what kind of state is that you're in. And if you're operating in multiple states, be aware that the requirements in each state may be different. - Well spoken. - Thank you, thank you. - I see the voice training is working. - It's paying off dividends, Tim. Alright, let's take a look at this scenario. Now, we've talked about some of this different information. So let me just read you this scenario. - As you're explaining to Mrs. Roach- - Wait, wait, wait. Mrs. Roach? Seriously, that's the best name you could come up with, Mrs. Roach. - What's the matter with it? - Come on, Tim. Manny Pacquiao's trainer's name is Roach. Yeah. So is there something wrong with that? So why don't you go tell him... - Anyway, moving on. I could do- - "Your trainer's name is Roach?" - No! I'm just saying, for a pest control- - Let me know hoe that works out for you. A pest elimination or a pest management company rather, we should have a better name there. Are you ready to hear the scenario or not? - Can I do the interpretive reading? - You can. - Go right ahead. - OK, as you're explaining Mrs. Roach - how to install a bath trap door, she responds... - I don't want that thing in my wall! It will look ugly, it will look ugly. That's customized, that is imported wall paper. I had that wall paper imported from Alabama, and I don't like ugly things. Well, that mustache on your face, Timothy, is ugly too, but that hole in the wall looks ugly and I don't like ugly things. - Really? - I'm done. Yeah. - Are you sure? - Well, the wallpaper was imported from Alabama. - Are you sure? - Pretty sure. OK. Alright. Let's take a look at... So how do you respond to that? Let's get a couple of callers, at least one, and respond here to Mrs. Roach. So just talk to her like you would, don't tell us "Oh, what I would do is I would do this", just talk to her. Who wants to take this on? I don't like ugly things! Neither calls. What would you say, what would be your response to that? How are you going to respond to a customer that says "I don't want that cut on my wall, that'll look ugly"? Because you're going to get this. You're going to get this. This is practice. Particularly sales inspectors, give us a call! Right now! Don't make us call you. We can, we can call you too. - Just pick one and have them called out. - I think I'll do that. - Let's go to... - As long as it's not Ryan, he's having technical issues. - Let's go to Mason, in Florence, South Carolina. - Mason in Florence. Mason, you're up! Florence, South Carolina. - Go ahead. - Mason, are you there? Yeah, I'm here. OK, so how you handle that, Mason? What would you say? I'd say "Evening, Mrs. Roach, I do understand your concern, and not knowing exactly what that will look like, but I'm just trying to ease your mind, I have some pictures here, and I actually have a bath trap with me to show you what that would look like. And we've done it numerous times on the customers homes, and I just want to easy your mind by showing you these photos, and how that will look in your home." - OK, what do you think about that... - Not too bad, Tim. - Mrs. Roach? - Mrs. Roach- Well, I guess that may be OK. Anyway, you can give... I'll stop doing that voice. So, good response on the fact that you had some pictures, you also had one of the bath traps that you could show them, and take the customer to the bathroom and show them the approximate area where that bath trap would be installed, so they can get an idea as to what it would look like. - So good response there, Mason. - Yeah, let me just add something to that, that you all want to consider, it's also let them know "Hey, look," you know, "this is a critical area that we have to have access to." and there's one other thing that people often times do, "OK, we won't do that. We'll do another treatment, alright? Another treatment Spec if we can. You know, I'll put a 6, I'll do a short rod, whatever." But let the folks know the it's really critical that we're able to have access there, that this is a frequent way that termites get into structures. And also let them know of the added bonus, "Hey, look, once we put this bath trapdoor in, If you ever have a plumbing problem, your plumber is going to have access to that plumbing. Because, if you didn't have this, Then they'll have to cut a hole in the wall. And theirs might be bigger that what we are doing, so..." Try to make, you know, a lemonade out of lemons, sort of speak, out for the folks. - Now, Jeffrey has a joke here, Jim. - OK, what does Jeffrey's joke... He says "What does a fly never land on the computer?" And he said the answer was "It was afraid of the World Wide Web." - That's a good joke! - That's a good joke, I like that. - I've got to agree with that. - I'm going to throw that out to the group. - I would have to say to that "well done!" - And see what they think of his joke. OK, so "What does a fly never land on the computer? - "It was afraid of the World Wide Web." - "The World Wide Web." Cool! - I give you two thumbs up. - Everybody liked it, man. - Jeffrey, you've got a hit there, man. - Yeah! - You and I... - 19 to one! - You and I've never got... - Did you put one, did you put that "no" in there? No! I voted, I voted for him! Well, that's good, so it's 22 to 2. I like it. No, no one- We've never had a joke that's gotten everybody laughing. - No, we haven't. - So... - Thank you Jeffrey, we appreciate the contribution. - Yeah! So it's critical for our inspectors, Tim, to know how the specialists are going to perform this. It's bad if sales we're going to this one way, and service says it's going to be done another way. - Absolutely. - So we have to make sure that we're all on the same page. Now, sales inspectors, probably it would be a good idea for you to go out on some jobs if you haven't already done so, and just make sure you're clear as to how the work is going to be performed. So you want to be able to explain to the prospect exactly how things are going to be done in there. OK? So we want to make sure of that. Now, I think we have a short video for them, Tim, don't we? - We do. - Let's show them a video about carpet removal. It's on floor covering in general, so not just that. Just take a look, see, and we'll take a look at some of the best practices. There are some things that we must do to make sure the home is ready. When a termiticide barrier is to be put under concrete, holes will need to be drilled through the concrete. The concrete is often covered by some type of floor covering which will have to be removed. We prefer that the home owner removes the floor covering whenever possible. In some cases, however, we must remove the floor covering. In these cases, the home owner signs a release, agreeing to let us to do this. Removing carpet is easiest if you start at a corner and lift the carpet slowly and carefully away from the tack strip. Lift enough of the carpet and the pad below to expose the concrete below. Be sure you don't try this with new carpet. New carpet would not have stretched yet, so it can't be put back with special tools. After the treatment is complete, the pad is replaced, then the carpet is pushed back into place on the tack strip. Vinyl flooring is usually glued to the concrete below, so removing vinyl is sometimes more difficult. In many situations, you would only remove the flooring at the spots where you're planning to drill and treat. Some types of linoleum flooring would have to be softened with a heat gun before it can be cut. The vinyl can be cut with a special cutting tool. The cutout pieces removed exposing the concrete, after treatment, the cutout piece can be glued back into place. Clay tile usually can't be drilled because of the risk of cracking the tile. It's often easier to use a narrow bit to drill into the mortar between the tiles in this type of floor. So there we have it, Tim. And by the way, that was Stormy's bathroom with those red fixtures. - Where did she ever get those red fixtures. - It called mauve. - It's mauve? OK. - That's retro... - It's old, but it's back in again? - It's very retro. - It's very retro, yes. - OK. OK, so there you saw it. Again, never, never remove the carpet. Now, we also looked at, it shows you a little bit about cutting vinyl too. And you've got to find out from your technicians, you've got to find out how they do it. You, know, you saw the triangles there, some technicians cut it out like this, they use like a utility knife and they cut through the vinyl and kind of cut a square out of it, you can see two squares here. And in a case of this kind of pattern, they tried to catch it on the edge, so that when they glue it back down that it's going to look less conspicuous. And we always, Tim, want to make sure that we use the appropriate kind of glue that's supposed to be used for floor tile. - So we can't use like Elmer's? - No, we don't use Elmer's. As part of the equipment list for your service vehicle you're required to have that on there, make sure that you do. One other thing, Tim, that's very important. - What about epoxi? - No. Just make sure that you use the kind of glue that's designed for tiles. - One of the other that is very important- - For tiles or for vinyl? Vinyl, Tim. Vinyl tile is where I was going with that. - OK. - Can I go on? Are you done now? - Yeah. - OK. One of the other things that's very important is that you always want to remove the dust before you glue the tile back in place, the vinyl tile back in place. If you don't, the glue will not adhere, because it will just be adhering to the dust, and you won't get a good bond. The sooner you get this, the sooner you get to- Right? And when they get the vacuum cleaner it'll start sucking up these little pieces vinyl then, the customer starts flipping out, so you get the... - What is that absolutely disgusting sound? - You never heard sucking up pieces of vinyl - on the vacuum cleaner? - Please don't make that sound again, that was nauseating, I was slightly afraid. - It's gross. - I can't believe you haven't lived. - Gross! Creepy! - You've never seen pieces of vinyl - sucked up with a vacuum cleaner. - Not with that sound! - That was disgusting! - I'm glad you lived the sheltered life. That was absolutely disgusting. Please don't that again. Then there's also the issue of tiles, you saw that. Inspectors, please tell the folks, we do not drill through their tile. OK? We do not drill through their tile. We go through the grout joint, that's what we do. You can see the penetration here, and call it a penetration, don't call it a hole. "We're going to drill a hole through your tile wall." You know, when you say something like that, first of all, the customer's got this vision that the hole is going to be like this big. Alright? We're drawing, and tell them, we're going to use a little 1/4 inch drill bit, we're going to put right in the grout joint. And again, when you're doing your inspections, inspectors... when you go into a bathroom, look into the floor covering and start thinking about where can I put this penetration. Is there a trashcan sitting in the area next to the- lots of times we had to this this for toilets and free standing sinks, alright? So, is there a toilet rug around there, is there a trashcan, where can I pretty much hide this thing? Because according to Treating Spec number 6, if you read the Termite expectations manual, as long as you can get the material within 24 inches, alright? You know, that you can get it to float with foam, that's OK. So it doesn't have to be right next to it, so try to put it in some place inconspicuous for that reason. Now, another thing they should do, an inspector should do when they're - talking to customers about this. - Well, when talking to customers initially, as if they have any grout that's left over. Because it will help match. Now, Stormy, I don't think that you know this, Tim, in Stormy's other bathroom, it's purple, she has purple grout in her bathroom. That's because she's a Vikings fan. - I didn't know that. She's a merciless Vikings fan? - Yeah, she watched the show, the vikings too. - OK, vikings so she's very big- - Anything with vikings she likes, - that Nordic kin of thing, you know. - OK, so... - With the long flowing hair. - Yeah, with the big hair. - Yeah, the hair care products. - Yeah! - That's why she's in that business. - It all makes sense now! - Absolutely! - But ask the customer if they have any grout left over, because some people will have that purple grout that Stormy has. So you want to make sure that you can match this the best possible. And many times a customer may have a bag of grout left over. Now, if they do not, service specialists, always a good idea to save that drill dust and to help match that, you can sprinkle that purple dust on top of it. You know, just to get as best match as possible when you're patching the hole. Now, I'm just curious, I'm going to put a quick ball question up here. How many of you have seen a specialist maybe carrying some grout on their vehicle? Because I know there are some termite specialists out there that would carry like a white grout, like a cream color grout, maybe a brown grout, I mean, no purple, but I mean, they got brown. Anybody have seen that- We have seven people say "yes". Because that really shows your premium, man. Because whatever that is, the whiter or the off white, like the cream color or that brown, it's going to be better than a gray patching material. And also, termite specialists, you want to make sure that you really take your time when you're patching these holes. And make it look good, don't just glob it on there. Not a good scene. - Remember, we are the premium company. - Thirteen of them have said that they've seen that. - So that's great, I like that. - Good! Excellent, excellent. And then just a reminder, again, whether it's drilling on the grout joint, or cutting the vinyl you have to get the waiver signed on the floor covering. - So make sure you do that. - I won't do an interpretative reading on that one either. I was hoping not, that's why I, you see how fast I took the slide down. Probably a good idea, but I have another question for you, Tim. - Yes? Yeah - Yeah. Do you know what's funny and makes a dog itch? - No. - "The Flea Stooges"! "The Flea Stooges." I got him choked up on that one! Com on, that's a funny joke, fleas... - Who doesn't like the- - Stormy, I need the Heimlich remover on that one. - Alright, vote on this one, he's still trying. - "The Flea Stooges." - Come on, everybody liked that one. - He's still trying... "Funny and makes a dog itch." - Well, you're making some progress here. - Good, good! - 14 to 9. - OK. Well, I seem to be consistent... - Alright. Thank you, thank you for perking him up a bit. - Now, with that in mind, just remember, 14-9. - Folks... - Let me give you one in the same ilk, OK? - Ilk? Good use of the word "ilk". - How do flees travel? - Well Tim, as we know, - flees are bilateral... - give me the short answer. - I don't know. - They "itch-hike"! That's pathetic. - That's a funny joke. - That's absolutely pathetic. - I bet it's going to do better than 14-9. - "Itch-hike"? No! - Because, you see, the eggs are not laid on the host. - 14-9! Bring it on, everybody, show him what good jokes are all about. Yeah, "funny and makes a dog itch" is funny! - I'm already at 15. - Oh, darn... You know, you can see that, I can't see that. I think you're lying to me. Come and look! Stormy, am I right? Is it 16-7 right now? "Itch-hike", that's awful. OK, let's go on, we got to get through this. Yes, it is. Did you hear her? - She said yes! - We've got to get through this, move on. She's the judge. OK, now, we have to also make sure that we leave the property in an acceptable appearance, right? Now, look, one of the things you have to be careful of is this. "Ma'am, I'm going to take care of your property just like it's my house." And you've got spaghetti sauce all over your shirt, your shirt tail is hanging out, OK, you've got stains all over your clothes, probably not a good thing to say, alright? I might be worried. Remember, we're a premium company, so they expect us to, pretty much, leave the property the way it was found. So let's take a look at a couple of things that we might want to keep in mind with that. So let me put the slide up here. -And, Jim, if you want to speak to this. - Sure! So one of the first things that we want to do is make sure that we drill in a straight line. So they're not a zigzag line, all crooked. So we want to use a chalk line to get that straight line, so we drill along that one straight line. And us we just discussed, make sure that we use a plunger's cup to contain the dust. The drill dust from our hammer drills is really, really fine, sort of like the dust, you know, if you have ever done any sheet rock work, that does get all over the place. So we certainly want to contain that to keep the property as neat as possible. And also we can use that dust in the patching process, as we said, just to create that best possible color match. And, you know, again make sure you ask them, right? And, inspectors, this should be a regular question you ask... "Do you have any grout left over?" It's always going to be better, even if the grout is old. It's not going to be a perfect match but it's going to be better than the patching material. OK, a couple of best practices on trenching just to kind of keep you tuned in, we talked about this the other day. Trenches are about 6 inches wide, about 6 inches deep. And we never go any deeper than the top of the footing, alright? We got to make sure we let the folks know that we're going to backfill the trench that we do, we're going to put the mulch back, we're going to make it look professional. Because that's what's going to separate us from the rest of the folks, alright? Now we also had showed you under Stormy's sink, a couple of things going on there. Well sometimes we have to, you know, use a hole saw and cut a hole in the bottom of a vanity or a kitchen sink. Well we can't just leave that hole there so, Jim, do you want to talk about some of the options for that? Sure, Tim. Because if we leave a hole cut in somebody's sink inevitably someone is going to drop something down there and they are going to call up the branch going... "I dropped my wedding ring and I can't find my wedding ring, you have to come out here and get it." - That's what they're going to do. - They talk like that? - They do. - Where do you live? I don't know but that is the way the customer, at least in my head, that's the way the customer sounds. So we always want to make sure that we close those holes up. Tim, if you could put that slide back up? We want to make sure we close those holes up. Now, there're several different hole covers that we can use. The one on the left "press-fits" into place, the one on the right is actually screwed in place, it has some little wood screws. There're are various color ones and there are also some that are square too that you can use. But we want to make sure those holes are covered up, so that nothing can fall down there. Again, we want to do the job right the first time, every time. Yeah, now, another concern obviously is, again as I said before, keeping the property looking and making it look as good as it did right from the beginning, OK? Now, how do you leave the customer's place in as good a condition as when you got there? Well, you can't. No exactly. But if we kind of exercise these rules, you know, these thoughts, these talking points it'd be good. You mean, Tim, the first point, treat the customer... like your own. - It's sort of the "yo mama" test? - The yo mama test, yeah. - You know about the yo mama test. - I like that. - I know, I do know about the yo mama test. - Treat the home like you'd want yo mama's home treated. So, treat the home like it's yo mama's or you'd want yo mama's home treated, or somebody else that you care about. So if you are up to that level, up to that standard where you were taking care of it like it's your own home or your mom's home, or somebody-that-you-care-about's home Then you are doing a good job. Remember, customers hiring us are hiring a premium company and we have to deliver on that "premium" every day. Now, there's one exception in this and that is if you don't have a good relationship with your mama - then don't do this. - I said... "Or somebody else that they care about, Tim" - I did qualify that. - Do you want to let me finish or - you're going to continue to be rude? - Go ahead, go ahead. - Why you gotta be rude. - Don't be bitter to me because your jokes aren't funny, - it's not my fault - I'm crushed. You know, it's not my fault, OK? So let's make sure we do that. As far as smoking, that's a no-no. You do not smoke on the customer's property. You know, obviously you got to drink. In the summer you got to stay hydrated or you're going to have a problem, alright? So Gatorade, water, something like that is good. If you're going to eat, you know, eat your lunch. I know a lot of the termite specialists that I've been out with over the years don't typically eat lunch because they're afraid it's going to slow them down. So it's like a pack of crackers at the 7-Eleven or something, alright? But if you are one of those folks that you do need to nourish yourself, eat in your truck, OK? Don't sit on the customer's front step or back on the patio by the pool, you know, eating your lunch, OK? So, let's make sure we don't do that. And then what about, Jim, what happens if I have an accident? - You know, I'm dragging that hose around there- - Tim, things happen from time to time, there will be accidents. Unfortunately, it's just the nature of the business that we're in. So if we break something such as... we're dragging our hose and we knock over a flower pot or something like that and it breaks, own up to it. Just let the customer know. Again, it's not the end of the world but we don't want to push it back together and then the customer finds out a little bit later on that we broke the flower pot. Just own up to it, let the customer know, let your branch manager know about it as well. Or better yet they saw that you did it, you know, and then you say... "No, it wasn't me, it was like that when I came around the corner" That does't bode well for you so, let's not do that. Mistakes, as Jim said, do happen, you know. It's and imperfect world we live in so, let's just own up to what we need to do and take responsibility for it. And Orkin will take care of it for them. And always assure them right away that, you know, we're going to take care of that for them. Alright, a couple of other things and this is a little tough to do, particularly as we move into the summer months, you want to make sure you always look professional. That's a little bit easier for the inspectors to do that than it is for the termite specialists. So to that point, both groups, look good when you show up, OK? Inspectors, make sure your uniform doesn't look like you're just slopping it, you know, the shirt's all wrinkled, the pants are- Tim, Tim, Tim. I'd like to quote the great philosopher ZZ Top who said... "Every girl crazy about a sharp dressed man" That's right, every girl crazy about a sharp dressed man. So, anyway. Not necessarily just girls but we want to look good. We are a good-looking group, we have great uniforms, we have great vehicles. Be proud of that appearance that we have. OK, quick poll question... how many of you carry an extra set of uniforms in your vehicle at all times? Just in case, termite treaters, if I'm, you know, in a crawl space and something kicks back on me, I put my knee in some sewage and don't want to smell a little odoriferous all day, you know, I got something else, you know, I can get into another set of pants, I can get out of this shirt. I don't show up at three o'clock to do a termite job and I got big sweat rings around me and I'm looking pretty nasty. OK, 14 out of 20, that's good. - So - Hey, Cody says it's Orkin's policy. So we want to make sure that we have an extra set of clothing in our service vehicle just in case we need it And again, you know, keep in mind we're a premium company so, we do these things, we have the extra uniform because the other ones don't. Alright? So we're trying to do things they don't because, to most people, quite frankly this is what they think of pest control companies... "Squirt, squirt... spray, spray... stomp" How hard can it be to kill bugs. That's what their thought is so, we got to separate ourselves from the competition for that reason, alright? Alright, now, the last thing is there're some things that you may- Could you put that last slide back up? One of the other things is we want to make sure that our equipment is all accounted for at the end of our job, - Yeah. - that everything is stored properly. Now, account for everything but also, if you're away from your service vehicle for any length of time, make sure that you store and lock up your equipment, particularly your products and materials... your Termidor, your Recruit for the Sentricon system, make sure that is locked up. All the products and materials that we use have that KOOROC, Keep Out Of Reach Of Children, so we want to make sure that everything is stored up and locked if we're away from that vehicle for any length of time. And I have another bit of shocking news for you folks... I know it's going to shock you but people will still steal things from the back of your vehicle. - No! - Yes! I know it's shocking, Tim. Shocking but amazing, yes. So if we don't secure stuff, stuff has a habit of walking away. You don't want to have that discussion with your branch or service manager about why you lost your drill when you ran into the home. That's not a good conversation to have. So, make sure everything is locked up and secured. You know, it's interesting you should bring that up. I was in one of our regions in last fall, and we went into a home to do a re-inspection - and the crawl access was in a closet - OK, that happens. Stan cleaned it all out so, we go in the crawl space and guess what I found. - What? - Right by the crawl opening I found a little hand Mattock, you know, for trenching. But better yet, I found a nozzle of a treating tool. - Those are expensive. - Yeah, like 400 bucks. - Yeah, they're not t- - So when I took it back to the manager he was delighted to get this piece of equipment back because it was all intact Because it was, I mean, there's no way it could get ruined under there. But obviously the person that was doing the work, you know, had put it there so they didn't forget it and then they forgot it anyhow, OK? So, just make sure you got all that stuff before you do that. - Absolutely. - Now, the last thing is often times when you're doing your treatment or, inspectors, when you're doing your inspection, you're going to find things that the folks may not even be aware of is going on. So, for example, you got a couple of pictures here. Maybe you got some duct work that was torn away from the duct- Why a duck? Why not a chicken? - What was that again? - "Viaduct"? Why not a chicken? - That's the Marx brothers. - OK, yeah, OK. - Moving on. - Onward. Maybe the light bulbs burned out, alright? How long would it take them to change a light bulb, Tim? - I don't know, it depends. - You know, maybe all of it about 15 seconds I w- If they don't have one, they could take longer. Well assuming they ask the customer... "Mrs. Smith, I noticed your light bulb burned out in the crawl space, if you have an extra one - I'll be happy to change it for you". - Yeah, these are what we call "value added's". Alright? We do stuff like this again because other companies don't. Now, you have to be careful with that, you know. Somebody who's a little lazy says... "Look, can you clean my gutters out while you're here?" - We're not going to do that, OK? - But Tim, Tim, Tim, we have a solution for that. - We do! - We have gutter guard, leaf stopper, gutter dome, - whatever they're selling you- - Gutter helmet. Yeah, so, whatever you're using in your particular area of the country, we have a solution for that. Remember, your job is to solve our customer's problems. That person has a problem with the gutters? We have a solution. OK, so, you know, maybe you see moisture, maybe you find, you know, somebody hasn't been up in their attic in years and you go up there and you find rodent droppings, you find, you know, a squirrel, a family of squirrels up there, you find the mesh pushed back, tell them about those kinds of things, alright? You know, we can do some exclusionary work too or one of our sister companies can do that if they're in your area as well and do that. Alright, so just be aware of this kind of things when you're doing the work. We're not just there to, you know, focus on the treatment. Let's look at some other odd things as we run across them as well. Then the last thing is you got to make sure that you communicate to the customer what you did. So I want to tell them, you know, what did I do, how did I do it, walk them around, let them see the work that you've done, alright? Let them see that, let them ask questions, Let them know what they can expect from the treatment. Whether it's a termite job, whether you're killing carpenter ants, whether it's bed bugs, you know, roaches whatever. You know, they're not all going to be dead by sundown, alright? It takes a while for termite particularly, and carpenter ant the same way so, let them know what they can expect... "Yeah, you might start seeing more dead roaches coming out", that type of thing, alright? So all this gets to basically that whole idea of performing a premium service, engaging the customer in the process, then showing them what you did making sure they're satisfied. And that's pretty much it Jim, anything you want to add before we get into the final exam? I think we need to cover the final exam, Tim, we're running out of time. Alright, we're going to show you a little video, well let's do the final exam first, alright. OK, a couple of things with the final exam. And these are some things just to keep in mind. You have until Tuesday at 5 o'clock to take your exam. Don't wait until Tuesday at 4:30 to take it Termite specialists, if you're not coming to the matrix module at 3:00 I'd go take it now - since we're let go. - Can I give them a hint, Tim? They've been a nice group. - Can I give them a hint? - Yeah, sure, go ahead. Now, you're not going to charge them for this? No, I am not going to charge them for this but I want to give them a hint. Here's a big thing... All the questions come here from the participant guide. - So if you look- - Shh, shh. Keep it down. - I'm not supposed to tell them that? - No, keep it down. OK, all the questions come from the participant's guide. You review that, you're going to be in good shape. Shh, don't tell them I told you. - OK? Now, this is not an open book test, alright? - OK. You got to get in your head, sort of speak, you can't sit there with your three binders and look up the answer, alright? You need an 80 to meet the standard, OK? If, when you go to take this thing, I'm going to show you in the computer how to get into it. When you go to take it, you can't skip any questions, you have to answer them in order. - You mean, it's like the music group, "One Direction"? - That's correct. Yes. - So you can only go in one direction. - That's correct. - Yeah, yeah, one direction. - One direction, yeah. That way. So you can't go back, so you if just skip a question it's going to be marked as incorrect, alright? Now, the key thing is, once you get through the questions, it's going to show you your score. Now, remember, 80 is the magic number, OK? You get some applause, maybe some balloons flying. You're not done with it yet, alright? Now, everybody, listen up because you have to get this part, otherwise you'll be a casualty, alright? And what I mean by a casualty is this... As soon as you're done and you see your score, don't just x-out the screen. Because down on the lower right hand corner you're going to see a button the says "Next", N-E-X-T. You have to click on Next to record your score. If you don't click on Next, then the score doesn't get recorded and it's like you never took the final exam. And that means they have to come back and go through this again, and listen to our bad jokes again? - Well, actually listen to your bad jokes. - No one wants sit through this again, folks, our bad jokes, Tim and I bantering back and forth, nobody. So, please make sure you're recorded. Now, if for some reason you don't do as well as you would hope, alright? Then you can retake it. You can take it as many times as you want, there's no time limit on how long it takes to take the test, like you're not limited to 30 minutes, you can take as much time as you need. OK? To Jim's point, go back and look at all the survey questions and all the modules, alright? That's your first tip. If you know those, you're in good shape, alright? So, if for some reason you have to go and retake it again, that's OK. But let me just tell you, you're not going to get the same test, you're going to get a different test, alright? But don't let your heart be troubled about that, because... It's just going to be similar questions, so it's not a big deal, alright? So you may want to review before you take the test. Or you might decide "I'm going to go and do it now, man. We just had like, you know, four modules in the last couple of days, I'm just going to go now while it's fresh, alright?" You can do that also. So you just make sure that you keep that in mind. So, not open book, have until Tuesday at five o'clock, take it early so if you have to do a retake that you have time to do that. Because comes Wednesday morning, we check and anybody that doesn't have a score after their names that says 80 or higher, we delete you from the class. And then you have to take it over again. Or just not get any credit, period, and then your branch's got to deal with your audit on that, OK? So, I wanted just to ask this poll question very quickly, how many of you heard me tell you that you must hit the "Next" button? You must hit the "Next" button. Because that is the sure way to... - Why do you stress this so much, Tim? - not getting the score. Because if they don't, it doesn't record the score, - And it's been done before? - and they'll be doing all- It's done every class! So it's so important to make that you hit that. And then we get these phone calls, "I know he took it, cause I sat there right there with him." It doesn't matter, if we don't have a score, you didn't take it. Or you didn't hit the Next button, it's one of the two things, alright? And we have to go on that, we don't just "OK, then, we'll just pass him then." So please, just do these things that we ask you to. Now that you can get to this thing, let's go to the document camera and find out. So, we're going to do this, go to My Orkin, and here on the left you see Training, we click on training. And this is just like you did when you took your week one assessment, then I go up here to Testing Center where the mouse is shaking. And I'm going to click on that, I come down here to Termite Control, and here's your week one assessment that you did. Here's "Termite Control - Final Exam". I click on that, you put your employee number in here, you hit Submit, of course, I can't take it any further. You're going to get another screen that says "Let's take the Final." "Let's take the Final." And just follow the prompts, and then it will pop up the first question, and just start working your way through that. And then, you know, when you're done, it'll give you your score and then hit the Next button, and then you're done. Alright? Now, with that being said, you also have under Other Resources, another button that says Listen360. Right here. I want to show you a video on that. We do a thing called a survey, because it's really important for us that we get your feedback. And this is a little bit different than what you might be accustomed to, you get some kind of scale, like 0 to 10 and people say "Well, you know, nobody gets a ten, you know. There's always room for improvement." This scale was not like that. So I'm going to show you this video and then we'll review it. So let's take a look, please take a close look at this. Inspectors, I would do the same, otherwise I'll be replaying it at the end of the matrix module. So let's take a look at it now and then, we'll answer questions you may have. Once you've completed a class with us, we appreciate you taking the time to provide feedback through our Listen360 surveys. This will help us better understand what part of your training worked well for you and what opportunities we have to improve our training for future classes. To access our surveys and provide feedback simply go to myOrkin and click on "Training" on the left hand side of the page. This will open a new window that takes you to the Rollins' learning site. Click on "Testing center" and you'll see the Listen360 survey button at the bottom of the page. Click on the survey button and it will take you to our Listen360 landing page. It's important that you correctly fill out as much of the section as possible to ensure your feedback is properly reported. The first drop-down box lets you select the class you just completed. It's important that you choose the correct class. So, if you just finished your new hire training as a residential technician, click on "New Hire Training (Residential)" If you just finished the commercial sales class here in Atlanta, click on "Commercial Sales" Now, it will ask you about your job type later. So please make sure you choose the class you just attended based on the class name and not your job type. Next, select your company name like "Orkin USA", then your division and then your region, your job category which is broken up into Service, Sales, Administration or Management. And then everything else below here is optional. However, we appreciate as much information as you possibly like to give us... Your tenure in job, your branch number, first name, last name, e-mail address and phone number. Once you've completed this section, then click Submit. The first question you'll be asked is the Net Promoter's core question, which is... "How likely are you to recommend New Hire Training-Residential or the class you just attended to a friend or business associate?" As you can see, there's a 0 to 10 point grading scale with 0 being "Not likely" to recommend and 10 being "Very likely" to recommend. Now, you may be familiar with Listen360 already as we also use this for our external customers for pest control, commercial and termite control. Now, if you give us a 9 or a 10, we consider that a "Promoter score". So these are students that are very happy with the class they attended and are more than likely out there promoting this class internally. If you give us a 7 or an 8, we consider that a "passive score". Which means you are satisfied with the class you attended but there's obviously room for improvement in your mind. If you give us a 0 to 6, that's considered "detractor". Which means there's a lot of opportunity for us to improve on the class you just attended. And we'll give you an opportunity for you to fill out that feedback later. So I'm going to give us a ten for this particular class. And it's going to ask me what did I like about the class I attended. Once you filled out what you liked about the class you atended, Then you can hit Submit. When you've completed the Net Promoter's court questions, we're going to ask you a few additional questions. It's important that you pay attention to grading scale because each question below has a different grade. Rate the overall effectiveness of the Tempo's Instructors and guest speakers. You'll also have an opportunity to provide any additional feedback on your Instructors and guest speakers if you like. You'll notice there's about four or five questions, as you scroll through, and some of them will have opportunities, again, to leave additional feedback. The very last question gives you an opportunity to let us know what can we do to improve the class you attended. Hit Submit. And your survey is done. Thank you again for taking the time to give us your feedback. At Rollins Learning we're committed to enabling our organization to deliver the best talent. And you're valuable input can help us to do just that. That was the video, now, I have an example here for you. We can go to the document camera, just to kind of reinforce this, how you fill this out. And you can see in this particular example, we've got... Remember this, if you're doing this right now, you're the termite specialists, OK? - This is the new hire training termite. - They can't see you... And then you see the second line, the brand, there's Orkin. The third line, the division is Midwest. The next one, you know, you pick the region you're in. There's job category. For the Service specialists, you're going to be picking Service. Inspectors, when you do this, you're going to be picking Sales. OK? As your job category. And then your tenure, how long have you been here, there are some ranges then. You can put your branch number in there if you want, that's up to you. OK? And then, basically, then you just click on Submit, it's going to bring up the slide that we've already seen. And, again, just to speak to this, This is not your standard 0 to 10, where 8 is a good thing, in this one, and Jim, maybe you would like to explain that... Yes, this is called the Net Promoter, so 0 to 6, as the video talked about, 0 to 6 means that you don't think there was any value to this course and you wouldn't recommend it to anyone else. You would not recommend that. 7 or 8, you're sort of "It was OK, wasn't great but it wasn't bad either. I might or I might not recommend this course to somebody else. Now, if you'd think that all other new hires should go through this course as part of their initial training, you would give us a 9 or a 10. So you would give us, and hopefully you thought there was value to this, that this training is incredible, there's nothing else like it in the entire industry. Hopefully you see value in this, 9 or 10. So, 0 to 6, no, "I wouldn't recommend this course." 7 or 8 means "Maybe I'd recommend it, maybe I wouldn't." 9 or 10, "I would definitely recommend it." So this is not your normal, as Tim said, not your normal scale, this is called a Promoter score. So "Net Promoter score" on that. And we also appreciate your comments. Once you make your choice, you will get three or four questions, as you saw on the video. Your specific comments are very good, you know, if you have a recommendation on how we might do this differently, I'd put that in there, and anything else that you'd like to say, alright? So that's pretty much how that plays, and we'd really appreciate it if you would all do that. Take your final exam first, get that out of your hair, and then you can go back and be a little bit more relaxed about this. OK? So, any questions. So, Tim, we have the matrix coming in at the top of the hour, I would strongly encourage service specialists to come back and look at the matrix. At least, stick around for the opening, it's only about 22 minutes so, at least, stick around for the opening, that's kind of fun. - Remember, this is a working module, OK? - Yeah. So you're going to learn a lot, but stick around for the opening, because Aubrey Douglas, who is one of the producers, put a lot of effort into what you're going to see at the beginning of this one. - Now, folks- - And at the end. And at the end too. And Stormy's going to play good music. - She just told us that, yeah. - Yes. So, folks let me be- This module, I told you we were going to have a little fun with it, the last time we're all together. So we had some jokes, and I hope you appreciate that we've tried to give you a little bit of humor in this particular module. That's our, you know, our effort to make this more enjoyable for you and we tried to do that as we've gone through these modules. - But I don't want to- - does that include the bad singing? Yes, the bad singing is definitely part of the humor. - I couldn't do that... - Sign that bad? - Yeah. - OK. Got that. But I want to be serious for a minute. - Folks, you're all working for... - Really? - Can I go on? - OK. Folks, you're working for a great company. You have a well of opportunity, termite control work, and sales work, it's a lot of fun. You're out there really helping people, you're protecting their homes, so it's a very important thing. You know, this is a company that loves to promote from within. We have division presidents who started off probably exactly where you are, not so many years ago. Division presidents. John Wilson, president of Rollins, started off in the field, so this is a company that loves to promote its own talent from within. Your branch or service manager, they were just like you, probably a few years ago. So, if you work hard, do the right thing, become that shining beacon of integrity, always doing the right thing, always taking care of our customer, delivering that premium service, you will get noticed. And you do have the opportunity for advancement here. Tim and I, and Shane, wish you a lot of success, a lot of happiness, if we can ever be of assistance to you, please let us know. We're here to help you. Talk to your branch or service manager, if you initially have a problem, but we're here as a resource as well. Any final thoughts, Tim? Yeah, just one thing I mentioned the other day, you know, if you had some questions and you just didn't want to ask them on air, you know, again, you can call us or e-mail us. I didn't get any calls or any e-mails, so I didn't... I guess they weren't that urgent, but I just wanted to let you know that that's still available to you. Except that I can't give you the answers to the test, - so wouldn't be a thing, but... - No, we can't do that. William, there is something between 35 and 50 exams. Cody, there are very specific requirements to become a trainer. Do you think Tim and I just walk in here and do this? Do we do that? - No, no, it takes years of experience. - Years of... Actually, Cody, you do need some experience before you- So, get experience in the field, again, that's your best way to move forward in this company. Do your job, get the experience, and then you can grow within this organization. So, termite specialists, you're officially finished, like you said, you can still log on to the matrix if you want to learn a little extra. Inspectors, we're going to take a break until the top of the hour. Inspectors, don't take the test early, because we know, and then we have to take it out of there and you have to do it over anyhow. So don't try to get a head start on that. We'll be back at 3 o'clock, we're going to do the matrix, I think you'll find that to be interesting. Like we said it's going to be a working module after a brief review at the beginning. And then we're going to have you use that document. So make sure you bring your matrix to this module, OK? So with that being said, termite specialists, again, on behalf of Shane and Jim, and myself, we will all wish you the best, if we can help in any way, let us know. Bye!

Video Details

Duration: 1 hour, 38 minutes and 30 seconds
Language: English
License: All rights reserved
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Views: 8
Posted by: rbanderas on Dec 20, 2016

NHT Day 09 02 At The Job

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