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NHT Day 01 01 Introduction

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Good morning, everyone, and welcome to the Learning Center here in Atlanta Georgia. My name is Shane, and we're here to start off the live portion of your new hire training. And this begins technically we consider week two of your new hire training. So week one, hopefully, all of you were doing that last week in branch watching those video on demands, completing the book assignments, doing the field days, and as well as the week one assessment. Now we're going to tee off the week two portion and from here and till next week, these will consist of a lot of live modules, as well some additional video on demand and field days. But with this live feature that we're experiencing, we want to take a few minutes in what we're calling the introduction to the live new hire training, to talk about this component. And how the system works, that way you can become familiar with its use. We also want to take a few minutes and look at some of the groups and the audience members that are watching this broadcast 'cause there's three tracks that are participating. We also want to talk about the philosophy of pest control. And in the last few things that I'll finish up with will be some class maintenance things, talk about books, and then the very last thing will be schedules. And then a lot of you are interested in which schedule am I following, we'll address that at the very end of this lesson. But again, welcome all of you, I know, I'm excited to get a chance to start working with you live and hopefully you'll enjoy this as well. Let's take a few minutes now here at the beginning to talk about this technology. And so when you did week one, you had to use the tablet enough to log in, access to video on demands. And to be able to see and hear me now, you have to know enough to log in and find the live menu. But there's some additional features that you didn't use last week in the video on demands that we want to take a look at here. And so if we go to my laptop/computer, or my Elmo, we might call it. Let's look at the tablet. Now if any of you happened to be viewing from a computer, this will be a little bit different but a lot of the features will still apply. If you're looking down at your tablet right now, you'll see there are several features that you didn't look at when you were in week one. Such as the ask a question button, like touch the ask a question button, watch what happens. I get a little bubble here and then blow a keyboard that I can type in a message. By the way, if you're someone that's not used to typing on this type of device and it takes you a while to pick out a message, there is a little microphone button here at the bottom, you can touch that, and then speak into the tablet, it can translate your verbal message into text. Once you've typed in what you wanted to say, you can hit submit. What that does with ask a question is it only goes to the instructors display. And so it does not go to the rest of the audience members here in the chat field. So if you want to get instructors attention or ask a question, that's a great way to do it. Below, there's a similar type button that says send chat message like the ask a question if I touch it once again, I can get a keyboard to type in. But when you hit submit on this one or send, this one does appear here in the center just for display of the tablet. And so send chat message goes to everyone that are viewing the live session. A point then that I'd like to make about this when using send chat message, make sure you're sticking to things that are related to class. Meaning, don't have discussions about which team you're rooting for in the final four. They'll be talking about what you have for dinner last night. Please don't use profanity or talk about inappropriate things, because again all of this is visible. And if let's say Gary Rollins himself decided to sign in, he could see that. And so we want to make sure like when we're in the physical classroom that we stay related to class topics in send chat message. Another point I want to mention about send chat message is that since I can't control what people say, sometimes, folks will take it upon themselves to answer someone else's question. And so for instance, we could be talking about a pest situation and someone raises a question, well, how do you deal with this situation and another audience member may just jump right in there or try to answer it. Folks, keep in mind that again, since I don't control what they say, people can say whatever they want but at the end of the day it may or may not be accurate. And so just like on the internet, people can post whatever they want same thing here. And so what I would just encourage you is unless the instructor or the books of the slides of the videos say that it's accurate, don't assume everything you see in the chat is always accurate. And so if you want to make sure something to true or not, make sure you get confirmation from your instructor. Now another interactive feature that we want to talk about is this phone call button. And if you touch this, don't, but if you will, this will enter you into my cue to speak live on air. And there's a microphone embedded here at the base of the tablet in the bottom that you can speak into. Do me a favor. When you call in and I acknowledge you, I'll say, "John Doe or Jane Doe, anywhere USA, what's your question? What's your answer?" Be staring at the tablet when I start to say your name. There should be a prompt somewhere on the display that lets you know your microphone is open. If you speak before the microphone opens, guess what, I won't hear what you're trying to tell me. And it'll be really confusing to figure up on those last couple of words what you meant to say. So watch for that, then speak. Once you're finished, I'll hang up your call, and then we can kind of go back and forth that way if need be. The point of all three of these buttons is it's a way for you to interact live on air. And the purposes is we want you to interact. And that's why we're doing these subjects live is because we're going to have lots of meaningful, sort of problem-solving discussions about inspection and control. Likewise, if you have questions, we want to give you the opportunity to get those things answered and so please during these last sessions, take full advantage of the technology. And I think you'll have a lot more fun if you do and you'll learn a lot more. And a couple of other quick points I'd like to mention before we go away from the technology. Just keep in mind to that these tablets have a battery icon. You don't have to continually keep them plugged in to use, so you can certainly unplug them and move it to where it's comfortable in front of the TV. But know that on a break, between lessons or at lunch or at the end of the day, you need to re-plug these things back and get them recharging. And the idea is to keep one with a full charge as close to full as you can. By the way, too, if you ever do come into to access a live session, and when you click on the live menu, it looks like it's weird, like it's wrong. You know, when you look at it, it shows like introduction is at 5pm Eastern. Well, clearly, the introductions is not going to be a 5:00. What may have happened is if your branch hard shuts these tablets down at the end of the day and locks them up, if it's powered off, it resets to the manufacturer time. And these things are manufactured in China. And so you can get the picture of that. It's going to think it's in China, and that means it's not going to be right. If you tried to go into session and the time's wrong, it's going to prevent you. Whenever that happens or any time, any time you have a technical issue, if you're in your week two binder, and again, we are in week two. Under the introduction tab page two, you'll see an important number and it's in a gray box. Anytime experiencing a technical issue, call 1800-826-2492. And so any time you have a technical-related problem, this is the number to always call. And let them know what issue you're experiencing and let them work with. Now for those of you viewing from a computer not a tablet, you need to let them know that as well, 'cause if you're watching on a computer, it does make a difference to how they troubleshoot. Another point about the computer, if you're not using the tablet, you still should be able to ask a question, send chat message. The only button feature you will not have is the call feature. And so there will not be a two-way call feature at that point. So that's technology, any questions, comments concerns about it? So if so, you can phone call in or hit ask a question. Okay, well, if no one else is having any questions, that about the technology, let's move into our second piece of this introduction. If you're looking on page three of your participant's guide for introduction week two, let me talk about the philosophy of pest control. Now what sort of mindset do you have when you come up to a pest control problem? For some of you, if you're new to this industry, you may have this image that pest control is rotting around pest control truck, jumping out, spring some bug juice, killing bugs, and go on to the next stop. And so, certainly, there are this elements of that that will be happening. But at the end of the day, there's a lot more to pest control than just that. And that's why from this moment moving forward, I want you to consider yourself a pest control detective. You're like the Sherlock Holmes of pest control. Now this is a dramatization, so no, I don't want you walking up customers' walls, but the point it's making is notice he's not just spraying, he's taking the time to investigate the situation like a crime scene detective. And like a crime detective, you may be faced with multiple suspects, and you have to figure out okay, which one is the actual pest problem, just like they'll figure out who is the actual criminal. And then you may have heard the expression you have to think like a criminal to catch one. We'd say put on your antenna. No, you'll be suspending yourself from tree branches but the point here is he's understanding with these ants how they're getting in, understanding why they're attracted, what ways they'll use to get in the building. If you could answer those types of questions, that's going to put you a lot further down the path to resolving the pest control problem than simply driving up in doing what we call the spray and pray method. You just spray and pray the bugs' God, and that's not what we want you to do. We want you to have a controlled, well thought out process that you're going to use. To give us a chance to practice this, here on my laptop computer, I have an animation involving a kitchen with a fly problem. I'd like you to look at this image, and there's three things in this picture, I feel that are on the surface and contributing to the fly problem. Look for those three things and think about why each one of those is an issue? And what you would recommend to do about that specific issue? When you think you can do that, I want you to phone call in and remember when I acknowledge your name, I'll say, "John Doe, Jane Doe, what's your answer?" Be staring at your tablet, wait for it to tell you when it's ready for you to speak. And by the way, I also don't want the first caller to do all three of them. I want you to pick one of the three things in the picture, tell me what it is, why it's an issue for the flies, and what your recommendation. Then we'll go to the next caller for the next one and then we'll take a third caller for the last. Christopher, we're going to you in Denver. You can shut the window. Good, so I missed the first part again, folks, watch the tablet before you speak. It will tell you when the mic opens. If I didn't catch the telling, you said close the window so I'm assuming you meant that the open window was an issue that is probably how the flies are getting in, and you're right on with your recommendation to close it. Let's go to Royce in Beaumont, Texas. Pick a different one and again tell me what's the issue and what you would recommend? Eliminated the trash. So the trash is the issue and it's an attractant would be what I was looking for it but then to your point, the recommendation would be to, you know, cleaning it up or move it, shut the lid on it. Good. And let's go to one more, Cody, let's go to you in Shreveport. There are the old fruit. Good, and so the old fruit's probably an attractant, it's rottening, and to your point, they need to do something with it, dispose it, you make banana bread, do whatever they want but get rid of it, it is a good point. Great job, and I really appreciate everyone else that was calling in on any of these questions by the way. Everyone should try to call in, if they can, I have 116 of you logged in, and so the 116 people I can't take every single one of you for every question. But what I'll try to do is watch the names of the people that I pick up on. And if I've already spoken to you once, someone else calls and who have not, then I'll pick that person up. And so keep calling in, don't get frustrated that you're not getting through. Well, you're thinking to do great job, you're picking out through the things that I was looking for. So if I go back to that image one more time on the laptop, you can again see that the window, the trash, and the bananas, all three here were on the surface, and I would like to believe that most of you, if you walked into the kitchen would spot it. But notice, none of the recommendations are of the pesticide. All three of the things you came up with were ways to reduce the attractant or close up the building. That's the kind of pest control we want you to be thinking about. And we'll be looking at that more in the IPM less next. Now another thing I'd like to mention while we're here is like a crime scene, not everything is laid out on the surface. You know, like that detective has to get in there and really dig sometimes to find the evidence, you do as well. What if I tell you behind the refrigerator, there was food debris. Or in the garbage disposal, it was clogged. Both of these things could be attracting the flies but wouldn't necessarily be on the surface. And so like a good crime scene detective, you have to take the time and investigate. And so this means your job is going to be a lot more engaging than simply driving up a spring and leaving. Me personally, I prefer that. You know, I don't like a boring repetitive thing where I just do the same thing all the time. You know, I like to have a new experiences, things that challenge me. And so you get to have that with this job, and you'll also get to see that satisfaction with the customer when you come in and figure out what's going on and resolve the problem. All right now, a lot of you keep asking about is it A, B, or C that we're on, and I mentioned that at the start of a lesson, I'll talk about schedules at the very end of the lesson. So hold off all those questions to the very end, that's the last thing I'll do, and I've got an assignment that I'll leave you with in relation to that. Are there any questions that about being a pest control detective or what that means? David in Manchester. Good morning. Going in with a non-tunnel vision view, so if you go in for certain problem like example being ants, you won't to be able to pick up other sources like cockroaches, mice, you won't be able to not be so focused with that tunnel vision. And we're going to talk about that, David, says like he may already have a leg up on us on that. But we're going to talk about that in the IPM lesson to your very point because sometimes we do get really focused on one thing, and we need to not get blind to the other issues that maybe going on. Well, it's look like no other questions are popping in. And so I think we're good with that concept. Let's move now to the different groups watching this lesson. 'Cause there's three distinct classes, all occurring simultaneously, residential, commercial and termite. But I want all of you to do, so everyone do this. Pick up your book and look at the cover, read what does this say at the top to yourself. The reason I ask is what that book says is the track you're registered. In every class as always comes up, there's a point of confusion for some folks. You may have heard from the branch that the routes are gonna be running as mostly residential or termite or whatever it may be. That doesn't necessarily mean that's the track you will register. You know, for instance, a lot of folks out there will have a blended route, where they'll do both residential and commercial. And because of that, you may have been registered for commercial since it takes care of both residential, commercial together. And so that's why I want you to look at the cover of your book and pay attention because when it comes to doing exams, you only can do the exam for the track you register. And as you've been asking when it comes to which schedule we're going to follow, at the end of this lesson, I'll give you instructions to download the one that matches your book. And so my book says commercial, I got to make sure I get the commercial schedule, not the residential one. And so just keep that in mind and always look at that cover if you're ever in doubt which one I'm following. And, so, Vanessa has made a good point in Salt Lake, was adding that, you know, being a pest control detective is a special important for star techs because, you know, you're the face of the company, and we want to make sure we, you know, we set a good representation. And I think that applies even if you're not the star tech. You know, 'cause some areas may have different, you maybe a regular route specialist, doing this starts or even just a regular service, we always want to make sure to your point, Vanessa, that we represent the company in a good light. So let's go through the three tracks that's watching this lesson and talk a little bit about them, and I want you to understand when you approach a customer from a home to a business, there is a subtle difference here that you need to think about. So if you look at the book, it had the black side bar and said residential across the top, you're in the residential track. And when you interact with homeowners, it is their home where they live with their family, pets, loved ones, friends come in. And so everything that we do is about protecting their home, protecting their happiness, and their health. Also since you're on a regular basis going in there, you're going to hopefully be fostering what we call a personal relationship with the customer. And no, I'm not saying you take them out to dinner or you go on vacation with them. What I'm saying is while you're there, remember their names. If they've got kids, remember the kids' names or pets names. And if they discuss something with you on one visit about, you know, "I'm going next week to take a vacation to Hawaii." Well, when you come back the next service, "How was your vacation to Hawaii? Did you have a good time?" Those sorts of things demonstrate that I care about them and help foster a connection between me and the customer. And if you can build that relationship to the point where when you ring the doorbell, it's not the Orkin Man, or Orkin Women, it's my friend John or Jane coming to do my pest control. That's gonna be a really good place because if they feel that way about you, they're more likely to express their concerns openly and freely. They're more likely to be patient with you if it's something it's taking time because that's the way the service works, or if there's opportunities to offer additional services, they're more likely to be interested that, as well as referring friends and family. And so you want to develop those relationships with your customer, and it's important with residential to understand that angle. For the residential students and this is for commercial as well, I'm your point of contacts of both residential and commercial students, if you have book related issues, schedule issues, call me. My phone number is 404-877-4608. My email is [email protected] Well, remember though, if you having a technical tempo issue, don't call me for that, call the helpline. But for schedule questions, book questions contact me. To tell you a little about myself, I'm originally from North Carolina, I grew up in Hendersonville just south of Asheville. I ended up going to the University of Florida, so go Gators, to get my master's degree and in entomology. And I started down working in the state, doing identifications for the state of Florida for a couple of years. From there, I went to work for a small Mom and Pop pest control company, down in Tampa Bay, Florida, where my route consisted of residential, commercial, termite. We also did lawn pest control, I did sales and bookkeeping for him for about two years, and then I was recruited by Rollins, and my 10-year anniversary actually was last week. And so that's who I am. There will be other instructors by the way you'll be meeting, they'll introduce themselves when they come out here. If you looked at the cover of your book though instead of saying residential, it said commercial and had the red border, your interactions are a little different. It's a business. Time is money and a lot of times these managers or business owners are very busy people. And they're not as interested in the idle chit chat, how's your day? How's the kids? How was vacation? They're more about, okay, what am I doing to help their business today? You know, what concerns does the business owner have, you know, and how am I going to address that. You know, that's what they're more focused on. And so as there, the pest control professional, our job is to protect their business and their profits. Again, like residential, I'm the point of contact, if you have any questions. The final track is termite. And you're going to homes again but at this time you're not going as frequent. You know, for residential and commercial, we're going to be going out on a regular recurring basis. And here you're probably going once a year. And so to that point, you don't really have a lot of opportunities to foster as much of a relationship. But you need to capitalize on what limited time you have. As if you're termite and you're there, you need to make sure you're looking what are the opportunities that we could help the customer? And such is regular pest control and making sure you are offering that. If you're a termite specialist... Your point of contact is Tim Myers. Tim will look a little different when you seem on air for the first time. He has grown his mustache back, so he looks a little different. His phone number's 404-877-4606, and his email is [email protected] By the way, you want to my knowledge be seeing Tim this week, I think you'll be seeing Tim for the first time next week, he's teaching a sales class this week and won't be on air. But you could still call him or email him if you have any issues. Now as I mentioned there are other instructors, for instance you'll be seeing Jim herring this afternoon for the customer service history and culture modules as well as some additional modules moving forward. All of these people are here to support you and will introduce themselves when they come out here. A final instructor that I want to mention is your Certified Field Trainer. This is supposed to be a specialist in your branch that does the specialist job well, but also wants to help others. And they've gone through the Train the Trainer workshop that I deliver on how to train adults as well as how our programs work. They're supposed to be our representative in your branch. Hopefully, all your branches have one of these, this is the person that should be overseeing your training on your field days. This is who you should be writing with, on your video days it should be checking in periodically to make sure you have everything you need, you know what you're supposed to be doing and answering any questions. And they'll be certain things that the instructor here in Atlanta can't talk about but they can. For instance, one of the biggest complaints we get in the training is more products specifics. You want to know what brand X I'm supposed to use for pest Y. Unfortunately, because of the size of the company, your individual branch manager has some control over what products are going to order, and so what one branch stocks maybe different from another branch. Likewise, there is regulation differences from one state to the next. There could be pest species difference from one area of the country to the next. And since it's such a broad audience, we can't get into that. And so that's why your CFT is going to be a good resource for you and we have assignments that will ask you to get with them on. There's a quick poll if you look down at your tablet, you'll see yes or no appearing. Yes or no, just touch with your finger which one applies, you know who your CFT is. Meaning you have one. So you touch on your tablet or if you're on a computer click on yes, or no, I know who my CFT is, meaning I have one. It looks like a large percentage of the audience marks yes, which makes me very happy. Now, if some of you though mark no, I would go ask your manager, "Is there a CFT for you?" And in some branches don't have a CFT unfortunately. And in that case, if there isn't one, then it needs to be your service manager or branch manager. What we don't want is that it be a random specialist every field day that you're writing out with someone different, because they really almost feel they need to be engaging you, they need to be letting you practice things and observing it. And in fact, there's a CFT handbook that was sent with your books that that person should be using. And in there, there's a checklist, that you as well as the CFT need to be initialing and signing up that "Yes, I was trained on this. And yes, I can do it." And, so, if you don't know about that, that's not happening, you need to ask your manager 'cause it's important. And if they don't know anything about it, they can certainly reach out to me. So final points about the instructors, I just wanted to mention that you may notice in this conversation that it seems very technical, you know, it sounds like I'm talking mainly about specialists and that's because I am. If any of you in the audience are sales or in the management training programs, you're still sitting through these three weeks of technical training. But know that you will get additional training further on. And so if you're in sales, you'll either be doing training out in your division or you'll be coming here to Atlanta. If your management, you'll be coming here to Atlanta for additional classes where those specific jobs will be we talked about more in-depth. Are there any questions about your instructors or about the different tracks? Now so Pablo is asking a specialist switch between residential and commercial or even go into sales, and the answer is yes, on all accounts. I would say if you have a strong likelihood of going into commercial, and you're taking the residential track now, it would have been better if they'd register you from commercial and the get go 'cause that would have taken care of both. But if you're cross training and this is good for folks listening on this lesson, if you're coming back let's say from doing another track. If you cross train to another class, meaning you do one in the past and you're coming back to pick up the next, you don't have to redo the repeat modules. And so if you just finished doing termite, class, class, and you are coming back now to do residential. You don't have to re-watch all of those common modules. What will start to happen and we'll talk about we get to schedules in a minute, you'll start to, as the training goes along split off. And so, for instance, tomorrow most of your tracks, residential and commercial will go one path, termite will go the other. And then as we get to the end of week three, even residential and commercial will split. And so if you're coming back or cross training, and you've done one of the others, you don't have to repeat those redundant lessons. And as far as going from technical to sales, if you've done the technical right now and you want to switch over to sales later on, that's something to talk to your manager about because then you would have to come to Atlanta to do the sales class. But if you've already done the technical requirement, you wouldn't have to repeat it again. And, yes, speaking of the different job types, I want to spend a moment on the technician performance criteria. In your week one, we had a video on demand for introduction, and at the end, we discuss these metrics. And I ask you to get with your branch and learn about the metrics for you. But because they are so important, we want to touch on them one more time. And if you're looking in your books page four, week two, introduction participant's guide, for residential and commercial, the four major metrics companywide are cancellations, which is the percentage of customers on your route that can cancel a month. Allowances, which of the number of stops you had scheduled but for whatever reason you didn't get to them in time, and they roll over and have to be service late. Debit balances how much customer debt, meaning how much money your customer owes the company. And sales means how much new sales you generate. For residential, cancellations is 2% or less a month, allowances is 1% or less amount, debit balances 25% or less a month, and sales, you'll have to talk to your manager because it varies somewhat between area of the company as to how much in house sale. If you're still on page four in your commercial, same categories different numbers, cancellations is 1% or less a month. Allowances as 0.5% or less a month, debit balances 65% or less or less a months, and sales says, Talk to your manager. And again, same reason as it was for residential. Now both of these two sets are all for you if you're 100% one or the other. As I've already mentioned a lot of you will have what we call blended route, where you'll have a little bit of both. And so for instance, you might have let's say 80% residential, 20% commercial. Well, then your numbers are somewhere in between these two sets that I just gave you, and varying between depends on the percentage. In that case, you're gonna find out all of your metric numbers from your manager. And the CFT, the technicians you're riding it with, their metrics are going to be different than yours because each route can have a different percentage makeup. And so in those cases you have to get them all from your manager. For termite, it's a little more clear cut, it's productivity. Every day, you're going to have to generate $1,250 a day. And you can talk to your manager about how to accomplish this but there are several ways, there are treatments, there are inspections, they can help you with that. Now Cody, if you're saying your page four should look like... So Cody, this is what your page four should look like. Now the thing that I would ask you to do though is if this is not what your page four looks like, look at the cover of your book 'cause as I've already mentioned we're in week two. And if you are in the week one book which should have been finished last week then it will look different. But again, for all of you week one is supposed have already been done. If any of you are showing up today thinking this is week one, you need to contact that instructor I talked about a moment ago, 'cause we'll need to shift you over to the next available class, if you're showing up today thinking this is week one. And again, Daniel, we talked about that earlier, hold on the questions about schedule, that'll be the last thing I will talk about at the very end of the lesson. And so, Erin, what you're bringing up. So if any of you are coming back 'cause sometimes folks work for us and then leaves and for whatever reason and then come back, if you've been away from the company 90 days or more, then you are required to complete the entire new hire training. And so if you're coming back and that's the case, then yes, even though someone's mature, you've already watched when you were with us the first time, you still have to re-watch it all again because that's company policy. And the reason is sometimes things change, and we want to make sure we're not neglecting anything. Now if you're coming back and you're not been separated from the company or there's cross training, then that's a different. As I mentioned if you're doing a commercial and you've already done residential, you're doing residential and you've already done termite, you just have to pick up the modules that are new. And so just hold on to when we talk about the schedule in a moment and look for the modules that are specific to that track. And so if you're in the week two, termite book, and your page four does it look like that, I can't really answer that question, Cody, 'cause the book I have in front me is the commercial one, and the termite one's is out of my reach right now. It should, as the answer look like that. If not, I guess we need to figure out what it is. And so I'd take a look at it, look to make sure 'cause the next tab should be IPM, after that customer service. And if you're looking in week two and that's not the case, let me know 'cause unfortunately, we have had a couple book related issues with this particular class. Now that we're aware of, so hopefully it's fine, just watch out and let me know if that is a problem. Okay, any other questions about the metrics? Oh, so you did finally, Cody, good. Let's go ahead then and take a look at the next little piece I want to touch about and that's the books themselves 'cause people in every class get a little bit confused about which section should I be writing in and it's not matching up and how do I handle this. And so just to let you know any particular topic be it IPM, law and label, introduction can have up to three different sections. Pre-work, participants guide, and self-study. Pre-work, when you flip to any of these tabs and if there's always a title page right after the tab, when you look at that title page, if it says pre-work at the bottom, then that means that material needs to be done before the live lesson. And so that's where all my schedule, I need to watch for that and make sure I do those things ahead of time. And it's not busy work, pre-work a lot of times, like with residential and commercial, is the biology and habits of the pests. Our on-air time is so precious, we don't want to spend it talking about things you can really learn on your own, like the bio and habits, that's why we put it that way. But you need to know that information once we do go live, because when we do, we're going to talk about inspection and control. And if you don't know let's say with ants, what the bio and habits are of ants, then it's going to be really confusing when we're using terms that you don't already know. Likewise, your final exam will often have a lot of questions from the pre-work and so for that reason too always do pre-work ahead of time. As if you find pre-work after the tab, do whatever that material is but if you keep flipping, eventually, they'll be another title page with the same topic name but this time it'll say participant's guide. When you see that the participant's guide is the section you're supposed to be taking notes in when watching the live lesson like right now. Now some modules will not have pre-work. Like introduction did not, that's why if you look at the title page for it, it just says participant's guide. But if there is, it'll be pre-work first then participants guide. What I always have is I always have some folks that miss out on that, they don't do the pre-work ahead of time, they jump into the live lesson, and they're trying to follow along the pre-work and wondering why it doesn't match up. That's because that need to be done ahead of time, they need to be in the participants guide by now. Self-study is because of those regional or location specific things like regulations, product specific things, we had to create self-studies for a lot of these lessons so that you can get with your branch and do those location specific things. And that's usually where we'll put that. No, again not all lessons will have self-study but many will. Now Richard asked, "Can you explain a little more about what allowances?" Allowances were, if we go back to the slide like for commercial, "Well, okay, I had stopped scheduled this month, I didn't get to them, they have to get pushed back and so like next month I have to come back and then the customers are getting service late." And we don't want that for obvious reasons and so those are allowances. So well, that allow a little bit of that but not much. By the way, too, it's not on this slide but we survey our customers for their satisfaction. And if they give us an email address, we'll send them a short survey, couple of questions, how likely do you recommend the service on a scale of 1 to 10 or 0 to 10. Well, many areas them will give a customer satisfaction score to the specialists because those specialist customers are getting surveyed. And so many areas will also include that you have a certain customer satisfaction score of a certain number. And they can tell you what that is and if that applies to you. All right, any questions about the books or anything else before you finish this live lesson with schedules? The last thing we want to talk about up, Justin, that's pre-work is that homework, well, think of pre-work as, it's yes or no, so homework, if you're looking at it stuff that you're not doing when you're in class live, then yes. And so pre-work, as well as self-study will not be done on air with the instructor. Those things are going to be done by you outside of that time. But we will block off times in your normal business day at the office to get it done. And so you just need to be watching your schedule when those things happen. The critical thing with pre-work is it always needs to be done before the live lesson occurs, not after, 'cause you need that information, that foundation so to speak to be able to understand what the live lesson's talking about. Self-study on the other hand can be done any time after the live lesson but I would do it as close to when the live lesson finishes as possible, meaning don't wait two weeks to try to get the self-study done. You know, try to get it done as close to the lesson as possible. All right, so let's talk about those schedules, and this is the most frequently asked question, everybody wants to know which one am I watching. You've got week one scheduled for last week because week one doesn't really change. You know, you do it on your own time in the branch, it's not tied to a live broadcast like this is and so it's kind of flexible. Weeks two and three, however, are not as flexible, meaning they're set live times. But because sometimes company initiatives cause us to have to shift it around a little bit, we don't give you your schedule ahead of time 'cause quite honestly, we almost sometimes have to wait right into the live class starts to make last minute adjustments. That's why, we have you downloaded as part of this lesson. And we tell you in your week one introduction that that's what's going to happen. So hopefully, everyone saw that and read that. But now, you need to go online today and download weeks two and three. So if you're on page five, introduction, week two, participant's guide. Let's go through the steps. So if you look on page five, step one on my laptop computer, you got to go to my work. And so this has to be done with inside the branch, you're not going be able to do this if let's say you're on a home computer. So let's go to the laptop here. And if you look on the laptop, on the computer screen, once you're on my Orkin, can you see this link that says detailed course agendas. Detailed course agendas, click on it. You get this option now for these three letters A, B, C, but watch what, we're gonna zoom in a little. Notice what does it say at the top here. It says residential. Folks, I cannot stress enough, be careful. Look at the cover of your book, because if my book says commercial, I got to click down here commercial and change it. And my book says termite, I got to click termite and change it. You want whatever heading above A and B to be what your book says. And so you see it moves around and you want that to be whatever it is above A and B. So look out, my book says commercial, that's what I need to change it to. Now once we get it to the right heading, I'm gonna chat this, so everybody can see it. It is scheduled, C as in Charlie for every one. C as in Charlie for every one. So you click C and it'll load. Once it pops up, first thing to mention it's two pages. This is week two. This is week three. And so you need to get both pages and print both pages. If I zoom in a little, let's take a closer look. Before you print though, make sure the title says the title on your book. And make sure you pick C not A or B. When you look at the schedule, you'll see it's got the days of the week. It's got everything in Eastern Time. So if you're central, you have to subtract one hour, mountain two, Pacific three. And you have to list everything like we're doing live, we've got IPM coming next from 11:00 to 12:30, there's a break from 12:30 to 1:30, customer service is 1:30 to 3:00, history and Culture 3:00 to 4:00, and then there's these other breaks. I also noticed there's all these things says, West Coast and some of them say East Coast. That's because of let's say we look at the end of day today, 6 o'clock Eastern, there aren't really any branches open that late. But if you're on Pacific Time and you take three hours from that, that's really saying 3 to 4 o'clock Pacific. That's plenty of time today to get it done. And so that's why certain time zones will do assignments in the afternoon versus East Coast, you know, 9:00 to 10:00, Eastern Time is plenty time in the morning but on the West Coast on Pacific Time, you know, 9:00 in the morning would be like 6:00 in the morning. And so that wouldn't work. So you see how we got it split up. You don't have to do them both times, you just pick whichever one works for your time slot. Termite schedule, as you see now if you're asking week three, let me click on it, let's look at it. Yup, so there should be termite schedule week two and three. And so you should print both week two is this week, week three is next week. All right, so are there any questions about which schedule you're on, again it's schedule C as in Charlie for everyone. All right. And the reason by the way in case you wonder why it's schedule C, not A or B, that's because next week is an example where from a company initiative reason, on Tuesday of next week, we have a special broadcast our Technical Services Department host for the whole company. And so all the managers, technicians, anyone that wants to sign in can but that's going to delay us on Tuesday starting the new hire until 11:00 Eastern, not 10:00. And that's why that one day causes us to need that whole additional and different schedule. All right, it's been a pleasure to be with you for the introduction. Get up, stretch your legs, take a short break, if you want to try to print your schedule C now, you certainly can. If you don't have time right now, don't sweat it again. We'll have an hour break after the next lesson which is IPM. What's supposed to happen by the way with these live lessons when I stop the event, it should back you out to the schedule screen here on the tablet. Don't jump right in immediately. Sit tight for like give me one, two minutes, 'cause I have to close a bunch of things here, fire up few things up for the next lesson. Then go ahead and touch and go in, and after a couple minutes. And once you do, I will chat in the chat field, the clock is up, meaning the countdown clock on the TV. If you go in and you see that in my chat and it's not showing on the TV screen, that's when you need to call that one 1800 number and let them know. But hopefully, that won't happen. Hopefully, everything's working fine. So I'll see you back of the top of the hour for IPM.

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Posted by: rbanderas on Dec 20, 2016

NHT Day 01 01 Introduction

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