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NHT Day 09 03 Termite Matrix

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Please sit down, Neo. Have you ever had a dream about termite specifications, Neo, that you were so sure was real? What if you were unable to wake from that dream, Neo? How would you know the difference between the dream world of termite treatments and the real world? The matrix is the world that has been pulled over your eyes to blind you from the truth about treatment specifications. What you know you can't explain about treatment specifications, but you feel it, you felt it your entire life that there's something wrong with the termite treatment. You don't know what it is but it is there, like a splinter in your mind, driving you mad. I must control the termites to protect our customers' homes. Unfortunately, no one can be told what the matrix is, you have to see it for yourself. I have two pills, a blue one, everything goes back to normal. Take the red one, you'll know the power of red. I'll take the red pill because I wanna know the power of red. Well, welcome to our module in the matrix, it's our last one and as you could see, I want the power of red, so I took the red pill. And you know what? There will be a conclusion to this at the very end of our module, so stand by. So we're gonna take a look at the matrix from a little bit different perspective than we did this morning. We're gonna take a look at it from how do we determine the guarantee from this, all right. This is a subterranean termite matrix which means that it's only used for subterranean termites. So I want you to all to keep that in mind as well. It's not for dry wood termites, so it's strictly for that. So based on the, I'm just kinda curious, I wanna ask how many people did the... Looked at the iVOD on the matrix as part of your pre-work? Yes, I did. No, I didn't... 'Cause that kind of gave you the fundamentals of it, this is gonna be a little review on that, then we're gonna get into some actual use of the matrix itself. Okay, so we've got about three people here that didn't get that done, that's unfortunate for you because it might make a little bit more understandable for you. All right, now based on that, let's do a couple of review questions here. Here's the first one, it says, "The purpose of the matrix is to provide a simple method for ensuring that proper blank and blank options are presented to the customer." Which word pair are going in? Everybody votes. Let's take a look and see what we've got here. Well, not so good but let's take a look at it here and you can see that the answer is B, so the purpose of the matrix is to provide a simple method for ensuring that proper treatment and agreement options are presented to the customer. You know, the couple of things you have to know here, you know, you go, you do your inspection, you draw your graph, you come up with your treatment plan, you put the treatment specs on there, before you can ever price a subterranean termite job, you must consult the matrix because the matrix is going to give you the guarantee. What type of guarantee they qualify for? There's actually four pieces of information you need, okay. What kind of construction? What you've already figured that out based on your inspection? Okay, how many, you have to have the structural linear feet, you already have that, that's on your graph, all right, or in your inspection report, okay. You have to know the type of treatment you're going to do, you already have that 'cause you came up with a treatment plan. So the missing piece is the guarantee, so you can't price a termite job until you know what kind of guarantee they qualify for. And that's one of the things that we want to take a look at today. Our sole purpose of this module is for you to understand how you have to use this matrix for every appointment you do to determine what kind of guarantee that termite treatment's gonna qualify for. All right, so with that being said, there's four options with the matrix. What are they? Let's get a couple of chats on this. So we have four options available to us on this matrix, okay. What are they? Okay, now the floating slab is the type of construction, that's not an option. In other words, the matrix we said is gonna determine the kind of guarantee or lack thereof, so based on that, what do you think the options are? Okay, repair guarantee. Jacob, that's correct. So we could give the folks a repair guarantee or what else could they qualify for possibly? A retreat guarantee. So repair, retreat, so there's still two other things to go yet. Okay, Luke says, a non-renewable, correct. So there's certain situations where we'll treat the property, we just can't give you a long term guarantee. And the last one we talked about in the last module, there's certain circumstances where we might do, what? Okay, there it is. Let's see, Ronnie's got it, knock out. Yeah, sometimes we just have to walk away from the structure period because the risk is not worth the reward. So these are your four options, if you don't know these, then I would write these down in your workbook... And make sure you do have them on page four. And we're gonna take a look at each one individually. And, you know, most of this should be pretty much a review. So let's take a look at the first one, okay? The first one we talked about in the last module and that is a knock out factor. So if you had to define a knock out factor, don't give me an example of one. If you had to define knock out factor for a prospect, how would you define it? What would you say? How would you define a knock out factor? Page four of your workbook. Okay, reason we cannot treat, yes, Luke, that's pretty much it. Anybody else have a thought? Okay, some kind of structural condition that can't be treated, that's possible, okay. Let's take a look at it. Okay, the true definition of a knock out factor is any condition that may prevent you from treating the structure. So what we're saying, and this is the point I wanna make sure that you get it clear 'cause there tends to be a lot of confusion with this. When we say something as a knock out factor like a well or not a well, a stream or spring inside a foundation, that means that we're not gonna treat the property at all, we're gonna just have to say goodbye to that, it's not an option. So we're not gonna put a baiting system in, we're not gonna do a spot treatment 'cause we're gonna be on the hook for that. You know, if we put a baiting system in, we already know from termite biology that they can bypass those stations and if they get in the house, now what are you gonna tell the people? "Hey, well, you know, we tried a baiting system. I guess it didn't work. So, well, good luck, all right, hope it all works out for you." You can't do that, all right. So a knock out factor means no treatment, period, under any circumstance. Somebody's got a star film on a foundation system, we talked about that in the last module, we're walking away, the risk is not worth the reward, all right? And that's what I want you to understand about that. The risk is not worth the reward. Now let me give you an example. I have a, I stopped by at home depot this morning and got myself a brand new two by twelve board of dimensional pressure treated lumber. I'm gonna put one end of it on this counter, I'm gonna put the other end on my corridor over there. I'm gonna put $5,000 in cash in a bag, I'm gonna lay it on the other end of the board, all you got to do is come in here, climb up on the counter, walk across the board pick up the bag of money, hop off, done. And, Stormy, maybe you can give them a shot of what this looks like out here before they give me their answer, if they would take this on. So my question to you is how many of you would take that challenge for $5,000 in cash? You can see the counter is about three foot high, all right? It's about three foot high, what you got to do is come in here, hop up right over here on the counter, walk across the board, grab the bag of cash, hop off, it's yours. How many would do it? But this is kind of interesting. Okay, we got six, seven people that would do it. Five that wouldn't, okay. What's the worst possible thing that can happen to you if you did this? What do you think would be the worst possible thing that could happen to you? You better have a thought on that. So eight of you would do this, six of you would not. It's kind of interesting. Okay, break your neck, yeah, maybe you could fall. Maybe break a leg or an ankle, so is it worth five grand? Twist an ankle, I mean, yeah, that's even kind of remote, it's three feet off the ground. What you have to do is hop off, all right? All right, let me give you another opportunity. I'll tell you what, I'll up the ante, I'll put $50,000 cash in a bag. All right, how many of you would do it for that? Just come in here in the studio, climb up on the board three feet up, walk across, grab the bag of money and off you go, 50 grand, who would do it now? Oh, jeez, the numbers have changed. Now we've got, 11 people would do it, now only one would not. So there is some incentive there. All right, let me give you one final option. Okay, I'll put $500,000 of cash in a bag. But I'm gonna change the scenario, now I'm gonna stick the board in one window in one building and stick it across to the other building and all you have to do is crawl out the window, get on the board, walk across, grab the bag and crawl in the other window. It's 25 storeys up and there's no net. Some how many of you would take that bet on for $500,000? Now let me put that poll question up. So yes, I would, no, I would not. So how many of you would take that one for 500? Let's see if that changes the number. Interesting. Okay, it kind of goes back to the beginning. Okay, ten would, seven would not. So we got some daredevils out there, Stormy. Twenty five storeys up, what's the worst that could happen if you fell? What's the worst that could happen if you fell? Yeah, you could die. Yeah, it's pretty much it. So if that risk is that high, would you go after it? Some of you said, no, it's not worth it to me, even $500,000 is not worth it to die. So it's the same with this, there's certain structures that we just realize they're gonna be nothing but problems for a long time. And we're gonna end up coming back all the time to retreat them, not being able to get results, the customer's gonna be unhappy and that's gonna be it, so, you know, we've chosen that under these circumstances, we're just not gonna do this, all right. And that's how that plays. And, you know, obviously, if you go on your matrix, the two knock out factors are listed there, you're already familiar with what they are, they're even written in red, so that you'll get them, make sure you know what they are? So that we do not, you know, go ahead and take on some business that's bad business for us and do it that way, all right? Now let me ask you a question... You know, we talked about some of the risks, so why would we not wanna treat under these conditions? So why would we choose to walk away? Let's get a couple of answers on that, so why would you choose to walk away from a sale where something that may or may not be a problem, all right? Okay, financial responsibility, yeah, if we don't get results, guess what? That person is gonna want their money back or they may take us to court for a claim, you know, something like that, so may not be, you know, it's gonna cost us money, what else? Okay, cost us more in the long run. What else do you think? Think a little bit... What happens these days when things, ah, there we go, lawsuit. Reputation, yes. Now you're getting it, okay. Yeah, if you look at this line obviously, if we go and try to treat somebody's house and screw it up, all right, the treatment's not gonna work, A, and then what's happened is they're not gonna be happy with it, we could take the chance of contaminating water which is very expensive to clean up 'cause you get government agencies involved, there's fines, there's bad press 'cause the CNN and Fox and all these other news outlets are out there, you know, just waiting to print stuff on this, so it's pretty much a lose, lose for the company, you know, our reputation goes with it. So it's just really not worth it to do that. So that's why we don't take these kind of risks on, okay? And we've already talked about spring or stream, what a problem that could be, all right? And we've already talked about, well, we didn't talk about this, so I'll put this question up here. You know, why is this Styrofoam molded foundation system problematic? Let's get a couple of thoughts on that real quick as it's kind of a review 'cause we did talk about this in the last module. So what would you say to that one? Okay, why is Styrofoam molded foundation system problematic for us? Okay, termites can tunnel through it, okay, conceals activity. Okay, what's the biggest problem with it? 'Cause once you give it all right... What's the biggest problem with the Styrofoam molded foundation system? It can't be treated, that's right, Emerson. It can't be treated, it hides that activity, we can't treat Styrofoam, it repels every kind of liquid there is. So therefore, it's ineffective, therefore, it doesn't get results and guess what? Now we have an unhappy customer and remember, it's not the old adage anymore that, you know, an unhappy customer used to tell 11 or 12 people when they're unhappy, now they tell millions. It's called social media. So we don't want people going online, complaining about our treatment, okay? All right, now let me put this question up here and go ahead and use your tablets and answer this. Question is if you find a knock out factor at a customer's structure, what should you do? Should you sell the job anyway? Should you tell the prospect we can't treat the property? Or should you call your manager? Use your tablets and let's see what you come up with. Let's take a look and see what you all voted on, let's see. Well, it's kind of interesting. Well, actually... Depending how you looked at this question, you could be right, all right. Let me just put the answer up. Oops, we'll go the other way. Okay, it says, tell the prospect we can't treat the property and let me tell you what? If you're absolutely, totally sure that it's a knock out factor then yes, that would be the way to go, all right. Just, you know, tell the prospect we can't treat the property. If you're not sure, then you wanna call your manager. So if I'm not really sure that this is a Styrofoam molded foundation system, if I'm not sure it's, maybe this is just standing water that's been there for a while. Maybe it's not really coming up out of the ground, maybe it's not coming from an outside source where it's flowing through there. Okay, so maybe I need to get my manager, my service manager out to check it out. So that's pretty much how that question goes so, you know, depending what the situation is, you could be right, all right? Now let me share with you the tough part. And the question is very simple, look at this, if I encounter a knock out factor, how am I gonna explain to the prospect that we can't treat their structure? What I want you to do is I want somebody to call in and I'll be your prospect, you just did an inspection at my house, you either found the Styrofoam molded foundation system or you found a spring or stream running through my crawl space, how would you explain this? And just talk to me like you would a customer. So let's get a... A call or somebody stick their neck out and try this out. Let's see how it goes. Let's see how it goes. So I need a caller and I need the caller sooner rather than later, we're coming down the homestretch. I know you're all anxious to get the module completed and to move on. So if I have a caller, we can do that. Otherwise, we're just gonna wait till we get one. All right, let's go to Greg here in DC. Greg, go ahead, give it a shot. Hello. Go ahead. Okay, you would tell the customer... No, no, no, no, talk to me like you're talking to the customer. Okay. We have inspected your home and having done a thorough inspection of your home, we've discovered that there was a spring that runs directly under your home, were you are aware of the spring that ran under your home? No, I never get down there, I have no idea. Okay, well, having done a thorough inspection and discovered the spring water that runs under your home, that is what we call in the... Extermination world, a knock out factor which would prevent us from treating your home because of intruding your home, we might potentially contaminate the water supply and we wouldn't wanna do that. So unfortunately, we're going to have to be unable to treat your home. Well, so what am I supposed to do here? I mean, am I supposed to just let termites eat my house, Greg? No, I'll tell you what I'll do though. I will call my manager, consult with my manager but I'm simply giving you... What we tell our customers when we find springs that run under their homes, you've called us out we're the number one extermination company in the world and we're just giving you our professional opinion. Well, evidently you're not the number one or you'll be able to take care of this for me. And gee, I called you guys 'cause you're supposed to be the best and now you're telling me you can't treat my house, what kind of company is that? Well, the reason we are the best is because we're being honest with you. I'm being straightforward with you before you put any expense out. I'm not going to treat your home and then have an unsuccessful treatment, potentially contaminate the spring water running under your home and then we've done two wrongs. We haven't solved the problem and we've contaminated the water. So I'm simply trying to follow the rules and do it the right way, you understand that. What am I supposed to? You tell me what I'm supposed to do? I don't know. All right, good effort, Greg, I appreciate the phone call. Now, you know, I'm not being any different than what a customer is gonna be to you, so what's the problem here? You don't have an answer, that's the problem, all right? So you guys start, you got to work to certain, now the good news is this is not gonna happen all that often. Some of you may never have this happen in your entire career, okay? Others may have it happen more than once, all right? But you have to be ready for it. So the bottom line is this, you know, due to the fact that you have a Styrofoam molded foundation system, we can't treat your property because we can't get the material where it needs to go. The Styrofoam blocks that, Styrofoam will not, will repel any kind of liquid, we can't effectively do that and because we can't effectively treat your house, we're not gonna take this on. What am I supposed to do? Let termites eat my house? No, not at all. What you might want to do is call another pest control company and they may be willing to treat your house, we just can't. Who would you recommend? You know, I don't really have anybody I can recommend to you, never recommend anybody. "Ah, call Bug Busters, they'll treat anybody's house." No, don't do that. See what happens if you tell them, yeah, call these guys, they come out and they screw this place up, they contaminate the water, you know, in the whole neighborhood, when this becomes a court case, what's gonna happen is they're gonna be looking for somebody else to put the blame on. So you're gonna get that subpoena and you're gonna have to show up in court and they're gonna say, "Did you recommend Bug Busters to this customer, to my client?" And you're gonna go, "Well, I..." "Yes or no?" "Well, yeah..." "Thank you, no further questions." And now you've just implicated the company as well. So we don't recommend anybody, just all you have to say is, "Look, we can't treat your property, it's not gonna get the results you're looking for, you know, because of this condition." Explain the condition and then tell them, "Look, you might wanna call somebody else." If it's a spring or stream water running through their foundation you might say, "Look, you know, call, you may need to call an environmental engineer, see maybe there's something they can do for you to stop that. And if they can, great, then I'll be willing to come out and look at it again." But don't make any commitment that, "A, you get it taken care of, we'll come and treat it." 'Cause that you have to be very careful with that. So not an easy question but one you need to practice, all right? So hopefully I gave you a couple of things that you can say... 'Cause I don't want to be standing there with my tongue hanging out going, "Jeez, I don't know, you know, I don't know what we're gonna do." All right? Not a good thing. Okay, how many of you think you get it? Yes, I do. No, I don't. All right... Okay, so that's the first option, okay, as we walk away. And you can see it's a very limited probability that's gonna happen 'cause there's only two knock out factors, there used to be a whole lot more than that, we've kind of eliminated them as we go. Okay, so then the next question becomes, okay, another choice then would be a non-renewable agreement. What's a non-renewable agreement? Who can answer that question? What's a non-renewable agreement? What's a non-renewable agreement? Okay, you can treat with no guarantee. Yeah, that's right, Luke. Yeah, non-renewable agreement's kind of interesting because basically, what it says is we'll make the best effort we can to treat your property but we can't give you a long term guarantee, all right. And some of the elements of that are very simply this, all right? There's no retreat guarantee, there's no repair guarantee. Some states require that we give 12 months, so we have to give a guarantee for 12 months. If your state doesn't require that then, you know, your manager kind of sets the guarantee, maybe it's 30 days, maybe it's 60 days. Find out from your manager what kind of state you live in, does the state set the period or do you set the period? Okay, what it also means though is even the state gives us 12 months, if those people get termites back in 15 months, they're gonna have to pay us to treat their property again. We're not gonna come out and do it for free. It's a non-renewable agreement. In other words, even if they wanted to pay an annual renewal to keep it up, we don't need... excuse me, we don't accept that based on what's going on with the property. Now there is an option though available to the folks and you can share this with them. If it's something that's fixable and let's just say, you take a look at, let's just go back here to our matrix on the document camera. And you can see there's some different conditions here, so let's just say, let's say I had a really low level deck and it was so low I can't get under it. Well, if I come over here, it says it's non-renewable. Now if you remember the last module we talked about, if they're willing to pop up their first couple of rows or deck boards. So we can get in there and inspect, you know, we can get in there and treat, then that's okay, you know, if they're willing to do that, then we can give them a better guarantee. So in a case like with the deck, if you look at that one, if we have access to inspect it and treat it, it becomes a repair guarantee. So if they're willing to do that, that's great. Now maybe they have composite deck and they say, "No, no, I don't wanna do that. It's gonna screw up the deck. No, thanks." Now some of these are not easy to fix, if somebody's got a nine inch crawl space and our minimum is 12... You know, what you think the likelihood is they're gonna go down there with a dry wall bucket and a hand trowel and scrape off, you know, three or four more inches over the course of time. It's probably not gonna happen, you know, going through an entire crawl space, you know, trying to squeeze in there and do that, it's probably not likely to happen. So... And the most important point about the non-renewable is they only have 120 days to fix the problem. You know, after that the door goes shut on that. So you get somebody who says, "Okay, you know, sidings another one, if your sidings touching the ground or going below and that item is under item number four, so if I have some aluminum siding, vinyl siding, I have some hardiplank, some type a lap siding and it's touching the ground or going below, if they wanna cut that back so there's at least two inches of clearance the whole way around that structure, then we'll give them a better guarantee. But they only have a 120 days to do, if they call you six months from now and say, "Hey, you know, I finally got around to getting that siding moved up." The window's gone closed. That old house could be infested with termites for now, as far as we know. So we're very generous to give the 120 days but that's pretty much it. Okay, what questions do you have on the non-renewable? You know, now is the time to ask, so what questions do you have in the non-renewable? So no long-term guarantee, we'll make every effort to treat it. We will treat it, that's the point, all right. Knock out factor, there's no treatment. Non-renewable, there is treatment, just no long term guarantee. All right, well, looks like we're good on that. So let's move on to the next one then, okay, what's a retreat guarantee? You know, what's a retreat guarantee? What does that mean? "Hey, I can give you a retreat guarantee." So what does that mean to a prospect? No one's to answer that one. Okay, Jacob says, it's to retreat the infested areas, so we'll retreat if a problem comes back, yes. So a retreat guarantee is nice because what we're basically saying is, at any time, as long as you pay your annual renewal, at any time, you know, if you have a termite problem, we're gonna come back and take care of it whether it's the same one you had before or whether it's in a different place, we're gonna take care of that for you. Now, inspectors, this is something I want you to remember. You know, if you aren't paying attention, you run your car off the road and hit a guardrail and smash up the fender, do you have any out of pocket cost on that? In fact, let me ask that, I'll do a quick poll question on that. So do you have any out of pocket cost if you, maybe you're, you know, not paying attention, you run off the road and hit a guardrail? Is there any out of pocket cost that you have to pay to get your car fixed? Well, looks like everybody's saying, yes, okay. Yes, that's correct, there is called a deductible. One of the nice things about a retreat guarantee is there is no deductible. We don't have deductibles on retreat or repair. So you don't pay the first $250 or the first $500 towards the treatment, we come out and take care of this for you at no additional cost to you as long as you paid your annual renewal. That's a pretty nice thing to have, is it not? That's a pretty nice thing to offer people that, "Look, there's no out of pocket cost for this." So that's basically what a retreat is, okay? So if we look at a couple of the details here 'cause there's one thing in particular you need to make sure you understand. Okay, this retreat is just in the area of infestation. All of our retreats no matter what your original program was, you know, you could have done a liquid treatment or a perimeter plus, a directed liquid plus bait, a sentricon baiting system, but the bottom line is we're only gonna retreat ten feet in any direction of the infestation. We're not gonna come back and treat the whole structure again. So you've got to make sure your customers understand that a retreat guarantee does not mean that we're gonna come out and retreat the entire property. We are not gonna do that. We're only gonna treat the area where the problem is, that's it. All right. Now the next one is your repair guarantee. So what's a repair guarantee? Who's gonna handle that one? What's a repair guarantee? What's a repair guarantee? Okay, retreat, plus repair, okay. New damage, retreat and repair any new damage, yes, so Robert's got that, Williams got that. Yeah, this is kind of interesting because we're gonna do the repairs on that. So it's really two guarantees in one 'cause we're not gonna just repair the damage and not take care of the termite problem, right? So you really get two guarantees, you get a retreat and a repair with this. So you had that, that benefit of the dual guarantee. So it includes, you know, taking care of the new infestation, treating it, it includes repairing any of the damage that's occurred. So it's really two agreements in one. Now one of the things you need to understand about this is your customers do not get to pick their contractor. Each branch has a, you know, a couple of contractors they work with that they think are fair and honest and bonded and so we'll send one of our contractors out, they'll give a fair estimate and then they'll tell the people, "Okay, this is what it's gonna cost. We'll pay this for you." If they go, "Well, I'm gonna use my own contractor because they do better work then yours does." That's fine, but they're gonna have to pay the difference. You know, we can do a cash settlement and then they can just pay the contractor the difference. People don't get to pick their contractors, so make sure that you're aware of that. Okay, so these are really the four options with the matrix, I can walk away from and I can do a non-renewable commonly called an odd job, I can give them a retreat guarantee or a repair guarantee. All right, now based on what I just told you, let's take a look here at this question and go and use your tablets for that. So which of the following agreements allows a customer a 120 days to fix issues and upgrade to the next level of agreement? Let's try to get a 100% correctness... 100% correctness. Everybody votes. Let's take a look here and see what you've... Come up with. Okay, excellent, almost everybody but one person. Okay, and maybe they just hit the wrong key. So the bottom line is that it's a non-renewable and the non-renewable is the only one that you get a 120 days, all the other ones are already except, we either walk away or you get a retreat or you get a repair. So that's how that plays. Okay. Now sometimes you have to complete a state waiver form, all right? Now what a state waiver form is, you know, we talked about standard states where you got to follow the state standards or rule of states. Well, if you can't treat the way they've stipulated it, maybe 'cause of the type of construction, maybe some complaint from the customer, then what you have to do is you have to fill out a state waiver form, I'm not talking about our waiver for like floor covering, that type of thing. I'm talking about a state waiver. So if we don't follow the minimum standards for that termite treatment, then we have to fill out a state waiver. So one of the things that you all need to do and your termite specialist need to do this as well, is find out, okay, that we live in a state that has state standards that we have to follow, if there is a state waiver form, how do we fill it out? Okay, where does it need to go? What happens if we don't follow it right? Does the customer get a copy, do they not get a copy, what, you know, what do I do with this thing once I'm done with it? And find out how to operate with this document... And make sure you do that because if you don't... Then what would be the answer to this question? You know, if Orkin does not follow your state minimum standard and your customer must sign a waiver and you do not file the waiver in the customer's file, what might happen? You know, pick your choices. Let's see what you came up with on this one. Okay, almost everybody got it and that's always a good thing, all right. So let's take a look here. Okay, you might get a fine, you know, remember, you know, the company doesn't pay these fines, you pay them because you're supposed to do the right thing. That's why I want you to make sure you ask your manager what you need to do in this situation. Okay, all right, this is some basic stuff, all right. So what I wanna do now is I wanna try to go into the real world with this matrix. And I wanna just tell you a little bit more about how to use it, so if we can go to the document camera, there's a couple things I wanna point out. What you have to do for every inspection you do, is you have to come to this. And let's say, you have a house, it's just a crawl space. Well, if I was doing a... let's say a perimeter plus treatment, I would come over here to crawl space, I would get in the perimeter plus category and I go right down the column here. So the first question I would say is, "Hey, is there any masonry stuck over here?" No, there's not in this house. Okay, on to the next thing. Any Styrofoam exterior insulation finish system, EIFS. No, there's none of that either. But then I get down here to sighting and it says, okay, at or below ground including behind the... Yeah, I got that, there's no clearance, oops. Well, according to this, if there's no clearance, now it's a non-renewable. But let's just say it has a two inches of clearance, so I get a repair guarantee. Then I go to the deck, okay, it's got clearance. So I got repair guarantee. Then I go to the wood floor on slab. Oh, wait a bit, it's a raised wood floor, oops, only a retreat. Okay, now in this example, you could have two or three categories where you had a repair guarantee. Let's just say three, all I need is one category that doesn't have that. So if it's a retreat, that's it, that's the best guarantee they're gonna get in this situation 'cause there is no way to, unless they wanna rip out that raised wood floor... You know, what do you think the likelihood of that is gonna be? Probably not very good, but if they're willing to rip it out, then I can, you know, give them a different guarantee depending what they put back down. They're not willing to do that, then retreat guarantee is as good as it's gonna get. So it's not majority rule, so it's not, jeez, I had four repair, one retreat and one non-renewable. No, it goes to the lowest common denominator. So if I have a combination of a crawl space, then I have an attached garage and a concrete slab, I have to go through the matrix twice, 'cause now I'm gonna have to, if we get back to the document camera, now I'm gonna have to... First of all go through, if I'm doing a perimeter plus in the crawl, I go through all this on both sides, not just this side. Now we got to go back to my floating slab for the perimeter plus and go back through it again because the structure is all together. So the bottom line is this, everybody, what we don't do is this, okay, I'm not gonna say to a customer, "Hey... The front of your house, I can't help you with, I got to walk away from it. This side over here, I can give you a non-renewable, we'll do the best we can to treat it but I can't give you a long term guarantee. This side over here, I can give you a retreat. In the back of the place here, repair guarantee." Can't do that, it's all or nothing, so it's a lowest common denominator. Now how many of you think that you understand that concept? 'Cause this is the key thing that you have to know when you're looking at this matrix, it's not majority rules. You know, all I need is one thing. So let's just say I've got one non-renewable, well, if I can fix that, it's not a big deal that, you know, maybe I've got all repair except for one non-renewable but if I can fix that siding, get two inches of clearance, it goes to repair. If they're willing to do that, then we're good, then they get a repair guarantee. But not until after they do the work, we've got to come back out and check and make sure that it still meets the standard. Okay, it looks like everybody got it, very good. All right, so we're gonna take a look at a scenario here and give you the chance to actually apply this matrix and I think what we'll do is why don't we take our break a little early, it's gonna be our last break of the program, our last nine minutes. Take your break and then we're gonna come back and do a couple of these. So if you forgot your matrix, you don't have it in front of you, go get one during the break and we'll come back in nine minutes and then we'll start plowing through some of this real life stuff. So I will see you back here in nine minutes. Well, welcome back, we're gonna take a look at some real world scenarios now. So what I'd like you to do is turn to page nine in your workbook and you'll see we've got a scenario here. And this is the scenario. You're going to treat a floating slab that has a low level deck, whose clearance prevents treatment of the slab foundation. All right, we can't, you know, we can't get behind there 'cause it's too low to the ground. So my question to you is... What available agreement will this structure qualify for if your treatment is a perimeter plus? Go ahead and figure that out and then chat your answer in. Chat your answer in. So low level deck slab home... Can't get there to inspect it or treat it. So what kind of guarantee will they get if they were using a perimeter plus. Let's see if everybody is pretty much in the same page with this. Well, we only have a couple of responses... No, there's some more. Let's take a look at this one. Okay, this is a non-renewable, okay. Obviously, we talked about this, if I can't see to inspect, I can't see to treat, then the best I can do is a non-renewable, all right? We'll make an attempt to treat it but we can't give you a long term guarantee. You know, the termite specialists obviously can't get under the deck, you can't get under the deck. So you can't really see to inspect it or treat it. Now again, if I'm willing as a customer to pop up those first couple of rows of deck boards, if they're running parallel to the back of the structure and I can see to inspect and they can get in there to treat them, we can upgrade that to a better guarantee. All right, now let me ask you this question, how many of you had non-renewable? Yes, I did. No, I didn't. And you can be honest, I don't know who's voting so... Okay, looks like everybody did, good. All right, good, I'm gonna give you a more challenging one, go to page ten. This one will definitely challenge you, all right. So here's scenario two. Okay, in this case, I'm gonna be inspecting a crawl space with an attached garage on a monolithic slab. And this is what I found when I was doing my inspection, the front of the structure has brick veneer, just on the front. The two sides of the property are masonry stucco. The back of the property has a wood lap siding that has seven inches of clearance. The crawl is 28 inches high. It has a plenum heating system in it. And then we also have a slight plumbing leak from the powder room water line that has wet the floor sheathing and the floor joist in the crawl space. The garage has a stress crack running under the back wall. There's a deck attached to the rear of the property that is approximately 36 inches off the ground. Okay, you're gonna be recommending a directed liquid plus bait treatment. Now what I want you to do is, I want you to figure out your guarantee but don't chat it in, keep it to yourself. Keep it to yourself, so go ahead and start on this, there's a lot of conditions here you're gonna have to check out which means, you have to go to your matrix. So let's go ahead and do that and I'll give you a few minutes and then we'll see how you make it out. Now I'm gonna put a quick poll question out. If you're finished, just say, yes, if you're not finished say, no. Then we'll have an idea where we're at with this. Okay, we still have quite a few people who aren't done yet, so we'll give it another couple of minutes. Okay, one more minute yet and then we'll see what you came up with. But don't chat your answer in. On page 11 and 12 in your workbook there's a place to take some notes. So what we're gonna do is we're gonna go through this one step at a time, we're gonna take each condition and see what your thoughts are on it, okay, so and then at the end, I'll ask you what your choice was, okay? So let's talk about each one of these individually. So first question, does the brick veneer impact the guarantee? That's a yes or no question. Does the brick veneer impact the guarantee at all? All right, we're getting some mixed answers here, so let's take a look at it. Okay, the answer is no. You will not find anything in your matrix that has brick veneer listed. Remember, we can treat brick veneer, therefore it's not a factor. So, you know, and it's the same inspectors on your iPad and when you put those all clearances down, if you have brick veneer, it's really NA, it's not applicable. It's not even zero, it's just not applicable because brick veneer can be treated, it doesn't impact the matrix one way or the other. So in that case, it's a no. All right, let's go to the next one then and take a look at this one. Okay, does the masonry stucco impact the guarantee? Does the masonry stucco impact the guarantee? Let's take a look at this one. Okay, the masonry stucco qualifies for a repair guarantee, let's go to the matrix here for a minute, 'cause I wanna make sure we got mixed answers again here, I wanna make sure if we could have that document camera, please. If you go here to masonry stucco, okay, this is stucco, it's applied directly over a hollow block or concrete. It's a repair guarantee, the whole way across. It doesn't matter the kind of construction, it's a repair guarantee. That's how you have to use this, all right? So in this case, it does impact the guarantee, you'll find nothing in here about brick veneer but you will find something on masonry stucco. All right, let's try the next one and see. Okay, now this one... Does the wood lap siding have adequate clearance for the repair guarantee? Does the wood lap siding have adequate clearance? Let's check this one out. Okay, yes, the wood lap siding has adequate clearance for the repair guarantee. Remember, if you look on that, it's two inches minimum and if you recall the wood lap siding had seven inches of clearance, so that's more than enough, okay, to meet the matrix guideline. If you get down to item number four in your matrix, it says minimum two inches of clearance. Let's go to the next factor and take a look at that. Okay, does the crawl meet the state and/or Orkin minimum clearance requirement? Now let's take a look at this one. Okay, the answer is yes. Now let's go to the document camera for a minute and then look at this matrix. If I go to page two of the matrix, here is crawl space number nine. Okay, less than 12 inches. Well, this is not, it's got 12 inches or more clearance. Okay, can see here under the crawl space, it is a repair guarantee. Okay, this crawl space had 28 inches of clearance, so it very easily meets the criteria. Okay, very easily meets the criteria. Remember, the state minimum could be 18 inches, Orkin's is 12. Now let's look at the next one. Does the plumbing leak impact the guarantee? Does the plumbing leak impact the guarantee? Do you see anything on your matrix about the plumbing? Plumbing issues, a guarantee of any kind? Okay, this we're getting a mixed answers, let's take a look at it. Okay, the plumbing leak is a condition conducive and it does not impact the guarantee. Now what that means is, you know, obviously, we want the people to fix it, okay. We want the people to fix it. But conditions conducive, all right, they don't stop us from treating. We'd like people to eliminate them, it says in the service agreement that they're responsible for eliminating them and they're solely responsible for that and if they don't and it ends up creating a problem then we may have the right to charge them additional to take care of the problem or we could drop them as a customer too, which obviously, we don't wanna do that. All right, let's go to the next one then. Okay, does the stress crack under the back wall of the garage impact the guarantee? All right, getting a lot of no's on that, let's take a look at that one. Okay, the stress crack running under the back wall can be treated, so it doesn't impact the guarantee, it's not a condition that would stop us from doing that. We can treat stress cracks, writes specification number six. Let's go to the next one. Okay, does the deck have adequate clearance to inspect and treat? All right, let's take a look at this one. Okay, the deck does have clearance, remember, the deck was 36 inches high. So its got more than enough clearance to do that. You know, again if it was much lower and we couldn't get under it or we couldn't, you know, they wouldn't pull any boards up, then it would impact the guarantee. All right, so with that being said then the next question is, so what kind of guarantee do they qualify for? Let's go ahead and chat your answer in on that. Okay. Well, we have a difference of opinion with a few folks. Okay, it looks like the majority of you are saying repair guarantee. Let's see if that's the case 'cause we did get a retreat in there also. So the correct answer is repair guarantee. Okay, there wasn't one of those conditions that qualified on the matrix. Okay, there was less than a repair, that's why it's a repair. Okay, is the deck clearance required with the same as a crawl space? No. The deck clearance requirements, if our technician can get under there or you can get under there to inspect and see where it's attached to the property, that's all we need, all right. There's not a minimum clearance, you know, if you're a real skinny guy and you can, you know, shinny yourself under there and you can see where that's attached and get a good look at it, that's good. If the technician can get in there and be able to trench that out and treat it, that's a good thing or if they'll let you pop the boards up, that's a good thing. So there is no minimum standard on that. All right, so good question. Okay, since everybody see that, we didn't have anything that was less than a repair guarantee, all right. If we had, would had one item that said retreat and that would have been it, that would have been retreat, as it. That would have been the guarantee that we give the folks, all right. All right, let's try another one. You know, this is kind of whet your appetite a little bit, so let's go and look at this next one and this is on page 14 of your book. Okay, this one says, you're inspecting a one storey floating slab home and you found the following structural conditions. And they're written down, here they are, here also. Okay, the front facade of the home is exterior insulation finish system, EIFS, covered with stucco and has two inches of clearance from the ground. The remaining three sides of the structure are covered with T-111 wood siding, there's a four by eight sheets in case you didn't know what that was, they've got grooves in them, it's got four inches of ground clearance. Okay, the next condition we look at is there are two piles of firewood stacked against the side of the property by the back door. The next factor is the attached garage has a raised wood floor since being converted to a family room three years ago. And the last factor is the property owner will allow a bath trap door to be installed in the wall, now for bath tub plumbing. So based on this particular situation, okay... You're gonna recommend a perimeter plus... All right? So you're recommending a perimeter plus treatment, what type of guarantee will the property qualify for? So go ahead and figure that out, you've got that same information in your workbook. So if you have to refer back to it, that's fine, go ahead. That's on page 14. Then I would circle your answer there on page 14... And then I'll call it in. Okay, if you're finished, just click yes, if you're not finished yet, click no. Okay, we got a couple of folks who aren't quite done yet, so we'll give it another minute... Give them a chance to finish. All right, let's take a look at this one. Okay, the correct answer is a retreat. So let's do a poll question, how many of you had retreat? If you had retreat, yes, if you did not have retreat, hit no. Let's just see how we ended up here. Okay, it looks like just about everybody, we had one person who had... Something other than retreat. All right, so let's take a look at this. Okay, looking at each of the conditions, so the first one was the EIFS, the exterior insulation finish system with the foam board. Okay, that had two inches of clearance. So therefore, it's okay. So that would get a repair guarantee on that, right. Okay, the remaining three sides meet the minimum siding clearance as well 'cause it had four inches of clearance on the T-111. So that's a repair guarantee. So I get two repair guarantees going on here. The firewood piles are conditions conducive, they don't impact the type of guarantee. Now, you know, obviously, we have to get the folks to move those firewood piles 'cause if they don't move them, you know, we're not gonna trench around the firewood pile, they're gonna have to move that, okay. Okay, the property owner is providing access to treat the bath traps, that's a repair guarantee. The problem area was the raised wood floor... Because that only qualifies for a retreat guarantee. If we, let's go to the matrix here a minute, you can see up there you got 7a and 7b. Well, 7a... Basically states, oh, let me flip this over. Okay, 7a states that Raised wood floor on slab, it's a retreat guarantee, the whole way across the board here. But look at 7b, wood floor on slab with customer providing access, what that means is if those people would be willing, to rip out that floor and, of course, you know, what the probability of that is, probably not looking real good. Okay, if they're willing to rip that floor out, they could put, you know, a hardwood floor right down the concrete, glue it down, float it, whatever you do and they would get a repair guarantee when it's right on the floor. The problem with the raised would floor is termites come up through the cracks in the floor so if you're out to home depot, I'm gonna bunch it two by fours and framed it out and then, you know, put some carpeting over it or maybe some hardwood flooring. If termites came up out of those cracks and started eating those, the framing, man, that would cost a major problem to get that fixed. All right, we have to replace all that, it's just too expensive so we only give a retreat guarantee for that reason. All right, so that's why that's a retreat. It was just that one factor that did that, just that one factor, that raised wood floor. So I had three other factors with repair guarantee but the one that was the lowest common denominator was the retreat because of the raised wood floor. All right, how many people think that you get it? Let's do another survey here. And maybe you think you get this matrix thing. Just remember, this is a tool you're gonna be using every day, you have to make sure you use it correctly 'cause your guarantee is contingent upon this, we don't wanna give customers the wrong guarantee 'cause it may not benefit them, it may not benefit us. Okay, looks like most of you are good. All right, then let's summarize this module then. So basically what we've talked about here is, okay, you always want to use the matrix, all right, to determine the guarantee, that's an automatic thing, you cannot price a termite job until you go to the matrix, all right, and find out what kind of guarantee it is. So you've got to make sure that you do that. Always use the lowest guarantee or what we call the lowest common denominator, all right. We're always gonna do that, the lowest common denominator. And then, you know, you can always upgrade the non-renewable, if they're willing to fix the problem. If they're not willing to fix the problem, then we can't help them. They have a 120 days to fix the problem, that's it. Once that's over, the window goes closed on that. Now we always wanna give the customer the best available guarantee that we can, so that we make sure that they get what they deserve on that and that's the way that plays. Okay, any questions about The Matrix? Was this helpful? How many of you... Let me just put this poll question up? How many of you feel that this helps you really understand it better than watching the iVOD? Now you're feeling a little bit better about this whole thing. So that's always our intent, you know. Okay, very good. Okay, then all I need to do, yes, I need to show you the video again... On the survey, all right, I can take you back and show you how to get to the final exam. So let me show this survey video first, then we'll talk about the final, it's a quick wrap and then we'll see, "Hey, how does this matrix thing end?" Yes, there is an ending and it's quite dramatic. So let's go to our next thing here and take a look at... This survey that we like you to take after you do your final. I don't believe this is playing, Stormy. All right, we'll go to previous... Let's try this again. Let's try it now. Okay. 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 My Orkin 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 dropdown 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 we'll 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 and job, your branch number... First name... Last name, email address and phone number. Once you've completed this section, then click submit. The first question you'll be asked is the net promoter score 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 zero to ten point grading scale with zero being not likely to recommend and ten 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 nine or a ten, we consider that a promoter score. So these are our 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 seven or an eight, 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 zero to six, that's considered detractor which means there's a lot of opportunity for us to improve on the class that you just attended and we'll give you an opportunity for you to fill out that feedback later. So I'm gonna give us a ten for this particular class and it's gonna ask me what did I like about the class I attended. Once you've filled out what you liked about the class you attended then you can hit submit. Once you've completed the net promoter score question, we're gonna ask you a few additional questions. It's important that you pay attention to the grading scale because each question below has a different grade. Rate the overall effectiveness of the tempo instructors and guest speakers. You'll also have an opportunity to provide any additional feedback on your instructors and guest speakers if you like. Then there is about four or five questions as you scroll through and some of them you'll 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 are committed to enabling our organization to deliver the best talent and your valuable input can help us do just that. Okay, so that's pretty much how that works again and it's the second time you heard it. It's very important to us that you take the time to do that, let's just review your final again, you have until Tuesday 5 o'clock. I do it tomorrow at the latest and maybe get back and review each module that you did, review those questions, the survey questions that we asked you, do that. Remember, when you go to take it, you have to answer the questions in order, you can skip one, go back to it later. Okay, so that takes care of that. When you get to the end, it's gonna give you a score. Don't just X out the screen in your happiness, make sure that you hit the next button to record your score in our learning management system, all right? If for some reason you failed to do that, then what's gonna happen is you're gonna have no score next to your name and we have no way to know that you ever took the final exam that way and then we have to drop you out of the class which, you know, we don't wanna do that for obvious reasons, all right. You've already done the work, so make sure you do that. This is, don't take it at a kiosk computer, try to get your managers or an admin computer, it's not an open book. Okay, it's not open book, you know, do this out of your head based on what we've told you, there are some questions from each module in there, there's no time limit, you can take as long as you need. So don't feel that there's any pressure or that you have to, you know, get it done by in a certain amount of time. And then, you know, make sure that, you know, once you do that, 80 is passing, if for some reason you fall short, that's okay, go back and review your survey questions for each module, you'll remember which ones you got wrong and then you can go take it again. Even though you will not get the same final, so just keep that in mind that the same final is not gonna be coming your way. And I'll go here to the document camera just a quick refresh and how to get to that, if I could, there we go. So what I'm gonna do is go to My Orkin, I gonna go over here to training, I'm gonna click on it. Then I'm gonna go up here to the testing center, just like you did with your week one assessment. Here's your termite control final exam, down here is your evaluation button, but when you're done with this, hit termite control, put in your employee number, follow that out and that's pretty much the way it plays. So what questions do you have about the final before I show you the conclusion of the matrix? Anybody have any questions? 'Cause now's the time to ask them. Now is the time to ask them. Okay, looks like we don't have any questions. So if that's the case, then let's take a look at the concluding part of the matrix. And here we go. This is a sparring program, similar to the program reality of the matrix. It has the same basic rules, rules like gravity. What you must learn is that these rules are no different than the rules of a computer system. Some of them can be bent, others can be broken. Understand... And hit me, if you can. Good. Again. What are you waiting for? I know what you're trying to do. I'm trying to free your mind, Neo. But I can only show you the door. You're the one that has to walk through it. All right, there you have it. That concludes the matrix, that concludes the program. I appreciate all you guys and girls tuning in and doing the work. I wish you the best on your final, if there's any way we can help you, please do that. Now Stormy will put out my phone number and email address and if you have a question about the final or you have a question about anything coming down the road here, just give me a call or Jim a call or Shane a call and I will try to take care of that for you. So any questions before I let you go or maybe you're already gone, I don't know. But in any event... Looks like we don't have any questions. So thank you very much, everybody, best wishes for success in your career at Orkin, to kind of amplify Jim's point, you can do anything in this company you want. Just make sure that what you're doing now is you're doing well and somebody will notice. So with that I'll say good bye to you and everybody have a great day and appreciate it, so, see you.

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Posted by: rbanderas on Dec 20, 2016

NHT Day 09 03 Termite Matrix

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