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NHT Day 04 02 Conditions Conducive

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Well, good morning, my PMPs, glad you could join us. If you're having bad weather, bad weather imports the country, be safe out there, folks. We want you to be an important part of the Rollins family, so be safe if you're driving anywhere in adverse weather. So we're gonna talk about conducive, that's still me under there, that's me. Okay. So we're still gonna talk about, I wiped it away, it must have gone disappeared, so we're gonna talk about conducive conditions today. Things that, you know, favor the development of termites, we're gonna chat about a few things, but before we do that, I promised you that we would look at some of our big bug commercials. So I want to show you one of them, take a little look at one of our termite videos, commercials. Let's watch. I got it. I wonder if I could use your phone, my car broke down a few blocks over and, is that oak? - I wanted to call my brother-in-law. - What? Bugs run in? Orkin keeps them out. Don't just call an exterminator, call an expert, the Orkin Man, he'll conduct a free termite inspection and help keep your home protected from termites and pests. ORKIN, keeping pests in their place. They are pretty darn cool, aren't they? Yeah, I like the big bug commercials. So folks... You know, at some point in time, you're gonna have customer go "Why, why, why have the termites attacked my home? Why didn't they attack lady down the street? She's a nasty woman anyway. I don't see why they don't go, attack her house. Why are they attacking my house? I'm a nice person. G, I didn't ask lady, let them go down there." Because in my mind that's the way your customer's sounding right now. But we'll face this because there were certain things that favor the development of termites around homes. We're gonna take a look at them in this module as well as the next module on inspections on later on today. Now hopefully, you've all done your pre-work, Conditions Conducive by Dr. Ted Granovsky. Hopefully, you've all done your pre-work on that. Okay. So I want to start of today with a question. Are termites always pests? Yes or no. Please use your tablet to answer. Okay, so let's take a look at what you think. Most of you are saying, it's a mix back here, yes and no. Well, I want to give you a different perspective. The answer is no, and here's why. Now look at a termite's job in nature. Termite's job in nature, tree dies, falls of in the woods, forest. Termite's job is to come along and eat it up. You know, chewing it up. They're recyclists. Termites along with some beetles and wood-decay fungi, they break wood down, they recycle it, so it goes back to nature. If they didn't do that, the earth would be covered with dead trees by now... Because nothing would decay them, break them down, recycle them. So in nature's viewpoint... Termites are really beneficial. Now I want to give you the homeowner's viewpoint. The homeowner's viewpoint is different because the termite is still doing the termite's thing, which is to eat 2x4 or a dead tree. That 2x4 is a dead tree to the termite and their job is to eat that dead tree. So the termite doesn't really care whether it's 2x4 in someone's home or a tree that's lying on the ground. Their job is to eat it. So from a homeowner's standpoint, they don't want their 2x4s eaten, so they think that it's a bit of a problem. So they're a pest to them. Now I want to give you a third viewpoint, that's our viewpoint. We make our living controlling termites and other organisms. So from our standpoint, termites are beneficial. So in nature they're beneficial, to us they're beneficial, to the homeowner, they're a problem. So a pest is really an organism out of place from your perspective. The termite is just doing what the termite does which is eat wood. Again it doesn't care whether it's 2x4 in someone's home or a tree lying on the ground. So their job is to, you know, recycle break that stuff back down so that they can be considered beneficial for that. Okay, so again, you're gonna have the customer going, "Why, why, why are they hitting my house and not that nasty woman down the street?" Well, we're gonna look at some of the reasons why that occurs. So we want to identify in this module, identify the conditions conducive to termite infestation. We're also gonna look at moisture readings 'cause moisture readings are important. And then we're gonna document our inspection results, because remember, as a former regulator, if it's not documented, it doesn't exist. And then recognize the consequences for not correcting these things because they are important to us. Now in some of our earlier modules with Shane, he talked about the science behind the why. Science behind the why. Now I want you to remember this because we're gonna talk more about this. Every time we tell you about a treatment protocol or inspection strategy, there's a reason that we're doing it. Now we've been doing this in Orkin for over 115 years. So we have a little bit of history to back us up. But as I mentioned earlier, we also have leading relationships or extremely excellent relationships with major universities in the manufacture. So there's something new out there, there's something breaking out there we know about it. We also have an entomologist on staff here at Orkin and Rollins, Dr. Ron, Dr. Zia who you may be familiar with, they're an entomologists, both Shane and I are an entomologists. We have other biological experts on staff here. So we sort of kind of know what we're doing. So when we ask you to do something, there's a reason why we're doing that. So please follow these protocols, they are not just put in place, "That's stupid, I want to do it another way." No, there's a reason that we're doing it in a certain way. So when we look at conditions conducive to infestation, they fall into three categories. And those are wood-to-ground contact, harborage, and moisture. But I have a question, our friendly neighborhood Orkin Man in this picture is cleaning out debris in a crawlspace. What is the specification number for cleaning out debris in a crawlspace? Chat that in for me. Chat that in for me. What is the specification number for cleaning out debris in a crawlspace? What is that spec number? Chat that in for me. Anthony says 13. Anthony got that in first. And then Joshua, yup, you are correct, that is specification 13, then a whole host of 13s. Miss Stormy, can we go over to the document camera one moment, please? So I want you to take a look here, this is our termite specifications sheet. See these all are numbers and what we're gonna do. So 13 is remove cellulose debris. Okay. Folks, I want you to think of these treatment specifications as a language in which we communicate. So when sales writes down 13, that tells service that we're gonna be doing something here, we're gonna be cleaning out cellulose debris. So all of you need to become familiar with these specifications. If you're not familiar with them, you need to get them. Because it's a language in which you're going to need to become fluent in. So you need to speak this language of treatment specifications. So we're gonna be chatting more about Tim Myers and I, next week Tim Myers will be with you. Tim Myers and I will be working with you next week, and we're gonna be chatting a lot about treatment specifications. So when we talk about treatment, excuse me... These conditions can do some, what are some examples of wood-to-ground contact? Chat that in, don't call but chat that in for me. Chat that in for me. What are some examples of wood-to-ground or wood-to-earth contact? So decks, grade stakes, form boards, front steps. A call space door, that's a good one. A wooden porch, firewood against the house, siding, peers. Oh, some really good answers here, post buried in the ground, wood storage, yeah. All good things. So we have a lot of these conditions that are conducive, patios and gazebos. So I'll put up a list, this is not all inclusive by any stretch of the imagination, but includes some of the ones that you have just chatted in. So it's wood siding touching the ground, form boards/grade stakes, builders are supposed to remove those. But in their infinite wisdom, frequently they do not. And then we have woodpiles, it could be fire wood, it could be wood stored in a crawlspace. Wood debris in crawlspace, deck posts, wooden steps. Yup. So a lot of different things out there, a lot of different things out there. Now that last one... Many times people will use their crawlspace for storage. I don't know why but frequently they'll have old tires down there. They'll have broken appliances down there in the taller crawlspace. But frequently people will use a crawlspace to store scrap lumbering. Now if you own a home, most homeowners have a little scrap woodpile. You know, a piece of 2x4 left over from a project or some four-bys or some molding or something like that. Well, they don't really have room to store it else where, so they may put it in their crawlspace, so they may actually use those things for crawl, random stumps in crawlspace, you got that right. Shims bad, shims can be bad when they're in contact with the soil, Royce. Okay, so we have some pretty good examples of wood-to-ground contact. Now hat are some examples of harborage? So chat that in for me, give me some examples of harborage. So woodpile, mulch could be one, sure. Okay, so we have woodpiles and mulch. What else? Yeah, leaf debris built up in gutter, that's really gonna be more of the causes some other problems, Dane. The termites are usually not gonna be in there but if it is causing the gutters to over flow and have a lot of moisture around the foundation where it shouldn't be, yeah, I could see that. Then gardening, gardens that touch home. Again, we're looking at wood here, a dead tree, okay. So, you know, in my list, I see things like siding below ground, so this is one that some of you chatted in. now it provides termites with an opportunity to build tube straight up from the ground that are hidden behind siding and you see that mulch material is right up around there, right up around there. You also have things such as Exterior Insulation Finishing System or EIFS, EIFS. I've heard it pronounce both ways EIF and EIFS. But essentially what happens, it's an interesting building material. What happens is that the builder would run this stuff, essentially it's like sheets of Styrofoam down into the soil, and they come along and cover it with some cement paint so looks really, really adorable but it's really, really not. It's hard, yeah, it looks hard, it looks really solid that you lean a ladder up against it, it's gonna damage it. So what happens is that termites do not eat Styrofoam but they tunnel through it. When they tunnel through, it gives them safe passage through any treatment zone which we've tried to establish, it's a really difficult thing. So what has to occur is that the material has to be removed from its base in the soil to about six inches above the soil line, as you see in this picture. So... You know, it needs to be removed if we ever gonna give customer guarantee at all. So you know. And also termites tend to follow either natural or manmade cracks and grooves. Now here you see a settlement crack in a soil, excuse me, on a slab. Termites tend to follow these pass, so it's another potential harborage site. Now a number of you chatted in about mulch, yeah. Remember mulch is usually a cellulose material, pine bark, pine straw, wood chips, something like that. You want to recommend that the customer keep it away from the home for about six inches, okay. They can replace with rock, gravel, or sand, there's even some other material, recycled tires which have been dyed to look like mulch that can be used as well. That have to be an awful lot of mold, excuse me, a moss just trying to hide that but I guess it could. So you know, I want to keep those things pulled away and then... And some of you were chatting in about various forms of vegetation, either dead trees or live trees. But you have situations like this which make it really favorable for termites but difficult for us because we can't see behind things like this so we have to have the customer cut that back. Now sometimes if it's, you know, just a regular plant, it's not too bad, but how many of you so far have had an up close and personal encounter with a Holly bush, a Pyracantha, Elaeagnus, something with thorns on it, that really make it difficult for you to inspect. There's a lot of different types of plants that have thorns. I just gave you a very few examples of them. But yeah, most of you by now have had that experience, yeah, it's gonna be difficult to get behind that overgrown shrubbery. So if you had something like a Holly bush there, that's really, you know, it will stick you, it hurts. It makes it very difficult, okay, it can make it very difficult, so most of you have had that. Okay, so now let's look at some examples of moisture, so go ahead and chat in some examples of moisture. I had not heard that, John, interesting. Okay, sitting water... Leaking pipes... Sprinkler system, damp crawlspace, sump drains, broken pipes, condensation lines, oh, good answers, good answers. Little vents, yeah, those well vents, you're absolutely correct. Condensation crawl, that's a good one. You have the slopes towards the house, oh, you got it, you got it, folks. Yes, so all these things, you know, it could be, you know, broken down spots, improper drainage, frequently watered areas, we're gonna chat about that in a minute. Leaking gutters, plumbing leaks, A/C drip lines, sprinkler systems. Yeah, let's face it, folks. Termites love moisture. And when have a situation like this that channels moisture right into the foundation, it really creates an environment that's conducive to them. Now sales inspectors, when you go out and see something like this... What are you gonna do? Well, what you should be doing is going in and moving that splash block back in place. And then tell the customer, "Miss Smith, I notice that your splash block was misaligned, I put it back in place." What does that tell or service specialist as well, what does that tell the customer when you do something like that? Chat that in. When you go in and you move that splash block back in place... That you care, absolutely, Joshua and Royce first in on that. Yeah, absolutely, followed by John and other ones. Yeah, builds trust, absolutely that you care about them. So when you do these little value added things, so when you see something like this where it's obviously misaligned, you just put it back in place and tell the customer. That's what separates us, remember, we're a premium company. We're up here, everybody else down here, we're up here. We do these little value added things that just separate us from everybody else. So you see something, how long would it take you to move that splash block back in place? Ten seconds. And then you go in and tell the customer, "I've put it back in place, it was misaligned." "Well, XYZ Pest control was out here earlier and they didn't do that. I wonder why they didn't do that, hmm. Maybe they moved it. Ooh." Yeah, so just let them know. Give me two seconds. I was generous then. So missing elbows if it, something you could just put back in place and advice them you know, you may want to pay attention to that, you know. Didn't look like it was on, I put it back on then you may want to get a gutter person to take a look at that. Plumbing leaks since some of you have chatted in, bad grading. You know, all these types of things. So, you know, we mention things like A/C drip lines and I don't know how much moisture a whole home A/C unit pulls out... In the summer, humid day, it's a lot, I have no idea how much. Even a just a room air conditioner when it's drip, drip, drip, drip, that's a lot of moisture coming out of there. Okay. Now it is the customer's responsibility to correct most conducive conditions. However, there are Minimum Treatments States and Minimum Label States. Now in Minimum Treatment or Minimum Standard State, it is going to be our responsibility to remove wood-to-earth contacts and debris. A Label State only requires you to perform the services required on the label. So label doesn't say remove wood-to-earth contacts and debris. But Minimum Standard States do require that. Now you need to check with your branch and service manager to find out if you are in a Minimum Standard State or a Label State. So if you are in a Minimum Standard State in all likelihood, you're going to be required to remove wood-to-earth contacts and debris. If you're in a Label State, not. Now if you are operating in multiple states, you might have different requirements in one state versus another. So again check with your branch and service manager on that. Make sure you are clear as to what the requirements are in your state. Now on our contracts, on our contracts, it states in about five different ways that the customer agrees to be solely responsible for maintaining the treated premises free of conducive conditions. Then it goes on to say that it's a responsibility of the customer not with Orkin, okay. Any conducive condition... Will permit Orkin, at its sole discretion, to terminate the agreement. We're not trying to terminate our contracts with people, folks. We are trying to make them understand that it is their responsibility to correct these things. Now I want to go to the document camera just for one moment here. It is always good idea, sales inspectors, to point this out, this happens to be on a baiting contract, could be on any of the other contracts, as well. Language is there. Okay, you point that some words that we showed you up there that's highlighted. You can even draw a little line out there and have them initial it, so they can ever come back and go. Well, no one ever told me or was in to really small print. No one ever reads that. So you want to make sure that they are aware that is their responsibility to correct these things. So it's there as well. So it's critical that the customer understands that it their responsibility to do that. So you know, on these conducive conditions, what we say to a customer depends on the situation we're at. And so we've identified some of these conducive conditions. But how do we inform a customer? Well, it depends on the situation we're encountering. So what we say depends on what we find as well as if it's a new job, an annual REI, or it's a retreat. So that has a lot to do with it. Now if it's a new termite job, make sure the customer understands it's their responsibility to correct that. And again, you can point out that section on the appropriate service agreement. Now if it's a REI and you get out there and you find something, if it's a REI, you tactfully advise the customer... To correct this. You don't go in and say, "If you don't fix this stuff, we're gonna cancel you. I know you paid us but we'll cancel you because it says in your contract we can cancel you." No, we're not trying to do that, folks. Uh-uh. You go and tactfully, "Mrs. Smith, it really would be advisable if you'd move that firewood about 25 to 30 feet away from the foundation. You know, in addition to preventing termites from getting in there, being a condition that would favor termites getting in there, it'll also help keep other pest away from the house." Tactfully advice though. Okay. And then finally on a retreat, if the conditions that are noted on a previous scrap might have caused the re-infestation, you need to contact your branch and service manager and get them involved in the discussion. Now we should always be able to recognize termite activity if there is any. Point out these conducive conditions to the customer and make recommendations on how to correct them and then document what we say. Now so we always want to document whatever we say, we always write it down because if you don't document down, it doesn't exist and it never happened. I want to spend a moment or two on that third bullet point, make recommendations on how to correct the issue. We make recommendations on what to do but not exactly how you do it. If somebody has improper gradage, drainage, grading in their home we don't say, "What you need to do is you need to get about three dump loads of a dump trucks loads of soil in here you can run a bob cat, you gotta come in you gotta grade that thing down to about 2% slope away from the..." No, not like that, folks. When we say make recommendations, here's what we mean, "Mrs. Smith, you probably need to contact a landscape architect or contractor to see how they can correct the improper drainage in your yard." We're not making specific recommendations, we're just advising them to contact the appropriate professional. You are not handy man, you're not architect, you're not landscape architects, you're not contractors, you're not plumbers, you're not roofers, okay. None of those. Even if you were in the past job, we still don't, okay. That's up to the customer, we recommend let the customer contact the appropriate professional. "Well, do you know somebody?" "Oh, yeah, here's my cousin Bob, he's in the tree business." No, we don't do that either. Because what happens if cousin Bob drops a tree on the house. Well, she's not only gonna be mad at cousin Bob, she's gonna be mad at us. So when we find these conducive conditions, we recommend that they get the appropriate professional in there to correct it, not specifically how to correct it but they contact the appropriate professional nor do we make recommendations on who should do that. So don't put yourself in those positions, okay. Now... We have a little scenario for you. So in your participant guide, there is the Mr. Sanchez Scenario. And I'm gonna want to talk to a couple of you. So be prepared to call in and discuss what we find. Now here's the Mr. Sanchez Scenario, ready? I have to use my... In order to read this, I could just read it in my regular voice but you know I think that would be boring. So I'm going to use my professional announcer voice for that. So are you ready? Here comes my professional announcer voice. Clear my throat to do my professional announcer voice. So here's to Mr. Sanchez Scenario. Your manager instructed you to inspect a customer's home. The customer had called the evening before stating that he thought he had termites in his living room wall while by the front of the house. You review the file and find out that Mr. Sanchez has been a customer for over five years. You also noticed that the initial job was to treat an active infestation located in the living room wall, where the customer thinks he has a problem currently. A review of the most updated graph shows that there are issues with drainage and grade slope in the front of the home. This is also documented on the REI and termite service report. And with this information you head out to the customers home to conduct an inspection of the area that customer suspects there maybe termite activity. That's my official announcer voice. Did everyone like my official announcer voice? Yes, Jim, that was really cool, but please don't ever do that again. It's my official announcer voice. He got a cup, well, it awfully close so lot of you don't like my official announcer voice, 15 to 5, okay. Well, anyway here's what your inspection reveals. You found, I'm going to the official announcer voice. The success of moisture along the foundation of the front of the home, there's evidence of wood decay in the bottom of the wood siding along the front of the home. There's a parent poor drainage all along the front of the home as evidence by a water mark on the foundation of the home. And some of it even extending up to the wood siding. You observe that the front of the yards slopes towards the home. So it's coming towards the home. Inside you observe stain marks on the dry wall and the base boards all along the area. We observe the moisture conditions on the outside. However... Okay, Gregory. However, you don't find any evidence of termite activity. So our REIs show that there's a great problem, there's some water staining on the exterior. But we don't find any evidence of the termites. Now what I want you to do is call in and talk to me like I'm Mr. Sanchez and tell me what you found. So I want you to talk to me like I'm Mr. Sanchez. So the first two words out of, few words out of your mouth, Mr. Sanchez, here's what I found. So let's get a couple of calls. So I need to get a couple calls in here. So there's 43 of you, you should all want to talk to me. I mean who would want to talk to me? It's me after all. Okay, Joshua's first and I need more callers. Joshua's not gonna be the only one. So Joshua and Madison. Mr. Sanchez. Okay, what'd you find? Mr. Sanchez, I found excessive moisture on foundation in your home and also that your grades kind of flips towards the front of your house. There's evidence of wood decay on the bottom of the wood sidings, on the front wall of the house... - And your... - Did you find any termites? I did not find any termites activity. Okay, thank you, Joshua. I appreciate the call. Now I need another caller in here. Okay, Jeremy, that's fine. But let's get some other call. Come on, folks, I got another question for you. So let's get some callers in here, folks. Okay, finally start to come in. John and Clarksburg. John and Clarksburg. Yeah, Mr. Sanchez, during our inspection, I found that there's excessive moisture along the foundation in your home and... Okay, but you know I have a repair contract, John, is Orkin gonna take care of this for me, you're gonna repair the damage? No, we will not be repairing that damage because the slope... Okay, but I gotta repair contract. The only thing that would cover is if there's any further termite damage done to your home from this point forward. Okay, John, thank you so much and I realize I set you up a little bit on that one. But thank you for calling in. Okay. Let's see. Okay, okay. Oh, that's a good one, let's take a walk around so I can show you a mark, that was a good thing. Here's the thing on this, when you're going to get these questions, you know, get those slide, you gonna get these questions, is Orkin gonna take care of it for me? Yeah. So you're gonna get that. This is not your responsibility to ask, answer this question. So even if someone has a repair contract, never commit to anything. That's a job of your branch and service manager. So you as a sales inspector or a service specialist... You'd never commit to that. That is determined by your branch manager, okay. Let them handle those situations. Mr. Sanchez, I'm not in a position to answer that, let me get my branch manager out here to take care of that. You know, to get in contact with you, let them review it, okay. You know, half of the customers contact the branch manager better yet, have their branch manager contact them. Okay. So don't put yourself into position of answering that, don't commit, it's not your job, and you shouldn't have to do that. Refer that back to your branch manager. That's what they get paid for, let them do it, don't tell them I said that. No, seriously, let them do that, that's their job to do that. Okay, so... Okay. Now one of the things that we have to remember is that termites love moisture and we do like to try to correct those things. So here's a review question, what might be some sources of moisture around a customer's home? Leaking pipes, A/C drainage units, damaged gutters, foundation cracks, water seeping in, sprinkler issues, roof leaks, and bad grading. Pardon me, the pollen is still out here in the Atlanta area in some astronomical number. The pollen count was over 4,100 the other day. So might sound a little... That's why. Looking at our results, everyone thinks it's a little bit of everything and that is absolutely correct, folks. Remember any of these things can be a source of moisture, any of them. We can also have things such as frequently watered areas, and leaky pipes, and leaking gutters, and missing splash blocks or misaligned splash blocks as we have looked at. Tell you a little story. When myself and my siblings grew up and moved away from the home we'd grown up and my parents sold and bought a small little place. But this place had a sprinkler system in the yard. Now my dad, everyday in the summer would use his sprinkler system to the point where the ground was squishy. And I tried to tell him, "Dad, you don't need to do that." And essentially he told me, "I paid for it and I'm gonna use it." That was essentially at, you're going to find those customers that over water things, that have misaligns sprinkler heads where the water is shooting up against the foundation instead of being directed in a proper way. So when you see one of those customers that over waters everything, think of my dad, because that's one of the things that he liked to do. "I'm gonna use this even, I paid for it I'm gonna use it." So remember, moisture is conducive to termites so when you see these areas, it can see these things, they can really be sources of moisture that really favor the termite development. Now what are the other things that moisture does? Now water doesn't rot wood, lot of people think water rots wood. It allows the fungus to grow, which causes wood decay. When the wood moisture content gets high enough... It allows the fungus to grow. Now we need to use moisture meters for a lot of different reasons. Just don't think because you don't have slab homes, excuse me, the crawlspace homes in your area that you don't need to take moisture meters. Yeah, you do because any piece of wood will become decayed if the moisture level is high enough because that allows the fungus to get in there. So we should take, maybe flipped over something. Hold on, one second. Okay, so moisture meters should be taken throughout a structure in the plumbing areas, sills, eaves, outside trim, baseboards close to planter boxes. Planter boxes are window boxes, they look really nice but they trap moisture between the planter box itself and the siding. So that can cause a big problem if it stays damp all the time. So those are really problematic. Now moisture meters... You know, moisture readings can vary from the time of year in the moisture level. Now we like wood moisture content that's 15% or below. And anything above that... Is an action level, it can be considered high. So how many of you have a moisture meter available for use? How many of you have a moisture meter available for use? Okay, so out of the ones that answered, it looks like many of you do. Now the 13 that didn't, you need to talk to your branch manager about getting you a moisture meter. You need one. Now I can tell you, folks, that... I can tell you this that I've been doing this a long time and I'm good, I am. I am good. I'm so good, I can lay hands upon the wood and know what the moisture is, I am that good I can just touch it. I can touch it and reach out and touch that wood and know what the wood moisture content is because I'm good. I've been doing this a long time and I'm good. No, I can't. The only way I can tell is with a moisture meter. I don't care how long you have been doing this, how good you think you are, you cannot look at a piece of wood or touch a piece of wood and know what the wood moisture content is. You can't do that. Let me go over to the document camera here. And I have a piece of wood here, and this is the Tramex Moisture Meter. It's Tramex this is one that has the two pads on the back here and there you go. See these two pads on the back here, which... Will measure the wood moisture content. And I have a piece of 2x4 here, and I'm gonna turn on my little Tramex here, okay, it's on. And I'm gonna put it right here. Oh, goodness! Look, it's pinging. Yeah, it's real, I don't know if you all can hear that but it's up 30%. Now, I have a little hint for you. I just took some paper towels and soaked and put them on there just before the class started. And we like to see wood moisture content that's right around that 15% or below. So that's the only way you're gonna know. Yup, okay. So this is a Tramex. This is a Tramex. This is one that, there's another one that the more common one that has two pins that stick out. You hold it and stick it in a piece of wood, and it'll give you the moisture reading, same principals just measures the moisture instead of across these two pads, across two pins. So now, okay. So you have to have moisture meter, folks. You can't tell what the wood moisture content of a piece of wood is without a moisture meter. Okay. And sales inspectors, we're gonna chat about this a little bit later on in the inspection module. A picture's worth a thousand words. You know, I'll tell you if our customers not with us during inspection take a picture of it, it could be a very, very effective sales tool. So moisture meters, very important you have to have one, okay. You know, folks, one other things if you remember from our first day, back on Monday I was with you, I talked about our customers expect us to be informative. The more information you have particularly sales inspectors. The more information you have and you can talk intelligently about these situations... You know, you'll position yourself as that expert or that consultant, when you're trying to approach a customer for a sale. You know, "Well, XYZ didn't tell me anything about this, I wonder why." Okay, so you want to be able to document this as I mentioned before. You document on the inspection you report or the TSR. So you want to make sure that you understand these things... That you're familiar with these. Now the TSR... The inspection report has interior and exterior sections as well. Now one of the things that you're going to be required to do on a REI, on a crawlspace REI is check, take moisture readings in all four corners and the center, that's a requirement. So if you have crawlspace construction in your area, you are required to take moisture readings in all four corners and the center. There's not an option you are required to do this as part of that REI. You know damage claims from moisture can be rather significant. If we're not doing our job, if we say we're going to do this, if we say we're going to provide this whole home inspection for our customers and we drop the ball on it and don't take these moisture readings, we can face some serious problems. So you want to make sure that you document this, take these moisture readings. And if you don't have that moisture meter, get with your branch and service manager and get one. You are required to have it. So again you want to make sure that you document what you find such as missing downspouts and broken or clogged gutters, guess what if they have clogged gutters, folks, if they have clogged gutters, we have a solution for them. What did I tell you your job was initially? Your job initially what I told you is you are a problem solver, both sales and service are problem solvers. We are there to solve our customer's problems. Lot of people still think of us as just a bug company. No, no, no, we do a lot more than that. If there's a problem we can help them with, we inform them and offer them a solution. If they have got clogged up gutters, "Mrs. Smith, I noticed your gutters are clogged, I guess it's probably a difficult thing to get somebody out there to clean them or for you to get up on the roof." "Oh, yes, I don't like getting up there at all." "Well, Mrs. Smith, I have a solution for that and would you be interested if could, you know, show you some way that you will never have to get up on the roof again to clean out your gutters?" "Oh, yes, I'd be very interested in that." And your customer sounds that way. So when you find situations like this, we offer solutions. So yeah, we have a gutter guard, leaf stopper, gutter dome, whichever one you're using in your area. Now just don't think because, oh, he's talking about old form graphs, I don't have to worry about that, I use the home sweet inspection app. If there are any of these problems out there, you need to note it on that as well. Okay. So this is your job, folks. This is the job to note all of these things. To make sure that you point these things out that you always make them known to the customer. Because again our job is to point out the conducive conditions that they need to fix. And you can break it down to you know these areas that show what's going on out there. You point these things out to them, okay. And there's also a section for a little graph. Now, this is not a scale graph, but you know, just a very simple rough graph that showing the situations in the backyard, back of the house or the front of the house or whatever. Okay, folks. So we looked at some of these conducive conditions to termite infestations, and we recognized them. And we also talked about moisture readings and how important they are. And that we have to document. Again documentation is so important. I'll chat more about this later on but you know, as former regulator, I've seen some very strange things and some of them as a regulator, I've seen evolve working in Rollins Companies. And I'll chat more about that in the next module. So we have some action items for you, little things that you have to do. Number one is you need to make sure that you understand whether you're in a Label State or Minimum Standard State, so you need to get in with your branch and service manager. Again if you're operating in more than one state, you gonna need to know the requirements for each state in which you are operating. You need to look for conducive conditions and take moisture readings and practicing the documentation of inspection results. So find a house, document what you find, review with you branch and service manager, and make sure you take moisture readings on this. Okay, folks, that is it for this module, now what we're gonna do we're going to take a little break. Mr. Shane Hill will be in here to talk to the pest control side of the house about flies. But I'm gonna be back with you at 3 o'clock Eastern Time talking about inspections. So I'll be back with you and we're gonna continue the discussion, this module and the inspection modules tie in together. So we've just looked at Conducive Conditions. Now we're gonna talk about inspections. So I'll see you back here in couple of hours. And remember, folks, just let me remind you and I'm gonna tell you the end of the inspection module also that Monday morning at 10 o'clock, you are here for module, 10 o'clock Eastern Time, you are here for a module on liquid delivery. Monday morning at 10 o'clock, you are here for a module on liquid delivery. But I will see you back here in 2 hours and 10 minutes. Bye.

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Posted by: rbanderas on Dec 20, 2016

NHT Day 04 02 Conditions Conducive

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