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NHT Day 01 02 IPM

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Welcome back, folks. As we continue on with our next topic today, and as you're seeing the title slide, we're here to look at the module of IPM or Integrated Pest Management. And this begins what we call our core concepts and so from here for pretty much the rest of today and a big part of tomorrow, we're gonna be looking at these things that are at the core of foundation of everything we do. That's why these are so critical for you to take lots of notes and get any questions that you might have, answered. My name is Shane and I'll be with you here for this next hour and a half. We'll be going with this lesson until about 12:30 Eastern at which point we'll be taking an hour break and again remember, if you're having any technical issues, you can always call 1-800-826-2492. And just always keep that number handy in case you need it. To set this module up, I have a very short video I want to play, that was from a Fox 5 news broadcast series they did here in Atlanta, several years ago. This particular expose, they were looking at pest control operators in the state of Georgia and I'll show you a segment today and then I'll have another one that I'll show you tomorrow. In this particular segment, you're going to see what the station found when they invited a local pest control company, so not one of the Rollins brands, this is not us, but they invited this pest control company in to do pest control at the producer's home. And unbeknownst to the operator, they'd hidden cameras throughout their home just to record what happened. Watch this video and as it plays ask your self this question. Is this good pest control and would you like this person to come service your own home? The most powerful name in local news. Right now, Fox 5 News at 10. Well, we've all had the problem at one time or another. Termites, cockroaches or some other kind of pest invading your home, so who do you hire to help you out? Well, many turn to the internet or the yellow pages to find a pest control company, but our I-TEAM went undercover to show you why that is not a great idea. Watching out for you, our FOX 5 I-TEAM investigation. So with no registration, no company license, no proof of any ongoing training [inaudible] attacks our cockroach problem with his spray can. And spray he does, in the kitchen, even though we left food out on the counter, on the baseboards, inside and outside. What is he spraying all over our house? What kind of chemical spray do you use? I use, uh, right now we're using a, um... It's the, uh... He can't say. If you look down now at your tablet, I want you to mark yes or no, was this good pest control and would you like him to come service your home? And so again, just use your finger on the tablet or if you're on a computer, with your mouse, select yes or no. Pretty clear, most of you said no. And I'm right there with you. I thought that was a terrible service for lots of reasons that we could go into. But the main point, what did he do? He just sprayed, hosed the place down and that was it. Even though, they had intentionally staged things for him to find like the dirty dishes. And so, like back to the fly situation I showed you in the introduction, those kinds of things are what we need to be doing if we're doing a proper pest control service, not just this whole spray and pray method. Not to mention the fact that at the end, he didn't even know what it was he was applying. And so that is the furthest thing from what we want you to do. But unfortunately, people that are new to this industry might walk in, thinking that's acceptable. And so, that's why we want to set the groundwork here, that it's a lot more involved than just that. That's why we're gonna spend this hour and a half looking at this lesson. And we have some objectives to accomplish, by the end of the lesson you should be able to define Integrated Pest Management and identify its four tools. Define AIM and list the key elements of each step and then to describe the customer's role in the whole process. If you're with me in your participant's guides for IPM on page three, something else you're going to start to see in this lesson moving forward, is this icon says "SCIENCE BEHIND THE WHY." If any of you have heard any of our radio spots or seen any of our TV commercials, you may have heard us say, "We have pest control down to science." Your customers may then say to you, "What does that mean? He will come out in a lab coat, with little glasses and beakers and test tubes and do experiments?" Well, no. What it means is, these tools and strategies that we use are based on science. You know, we're not just kind of stick in our hand and pulling out pieces of paper from an hat and saying, "Oh, that sounds good, we'll go with that." No. Our company looks at the scientific data and research on the pests, on the tools used against them and sees what's shown to work and what the best approach would be. And then from that research and science, we then choose our approaches. So that's what it means if the customer asks. To give you examples of this, in every one of the lessons, we've pulled out two or three cases of this. That's not to say that's the only science in that lesson, we felt like those were really good examples to show you, so if the question comes up, you can use them with the customer. On a second note though, when you see that 'Science behind the why,' it should ring a little bell in your ear because that will most likely be on the final exam and that means when you see that, you dog-ear the page, you know, make sure you keep that in mind. Our first science behind the why, IPM itself. IPM goes back to, you know, 300 BC in China. You know, the concept goes back to agriculture and in China, they were trying to control pest in crops. And from there, it's been carried on throughout the centuries in agriculture and then more adapted recently into what we call urban pest control. The definition that we're gonna work off of is that it's a sustainable approach to managing pests through the combination of four different tools. If we tease apart the definition, a sustainable approach meaning this is a long-term solution. This is not a band-aid or Quickfix. This is meant to be a long-term program and we're going to manage the pest. Phone call in and tell me, if I tell a customer I'm managing the pest, is that the same thing as telling them pest elimination? Tell me, yes or no and beep and defend why? Call in, we're going up to you in Buffalo, so is it the same, yes, no and then tell me why? But I would say, no, because managing is more of a repellant whereas elimination is more dealing with the death of the species itself within the home. You're on the right track, little tweak there but you're on the right path. And so the first part you got absolutely correct, is that they're not the same. You know, think about what does the word eliminate mean in the public's mind? Say I'm coming to eliminate the pest in your home, your expectation is, when I drive away, all the bugs are dead or whatever the pest is. And, and here's the critical part, and I'll never see another one ever again. Well, think about what's out there in nature. Outside our homes and businesses, there's bugs, there's rodents, there's stuff all around the outside. And can we promise that they'll never see another one ever again? Well, no. Anytime that window or door opens in the building, anytime anything's carried in from outside, there's all these opportunities for a pest to get in. And so when we say they will eliminate or exterminate, that gets that customer's expectations, you know, not lining up with what reality is. Now in the catch to this, sometimes people swing the pendulum in the other direction instead of saying that, you will eliminate, they'll say, "Oh, Mr. and Mrs. Customer, you're gonna always see pests." If I'm paying you the kind of money we charge our customer, I don't wanna hear that, 'cause if I'm paying you that kind of money, I don't wanna see pests. And so we have to be very careful in how we approach this. And so the way I would say to a customer is that we're here to manage their pest. We will resolve the pest issue they have now, it may take more than one visit and that's important, it may take more than one visit. But we need to keep coming back in the future because there are opportunities pest might get in down the road. Now they might see something, you know, and that's why we need to keep coming back. So do you see the difference? I'm not telling them, "Yes, everything will be dead and they'll never see it again." But on the other hand I'm saying, "Well, you're always gonna see bugs in your home or business." I'm striking a middle of the road and so that's why we have to be careful not to use what I call the "E" word. How we're going to accomplish this? Through these four different tools, biological, cultural, physical and chemical. If you go to page four of your participant's guide, biological is using one living thing to control another. A really good example. If I have mice, then I get a cat. The cat is a biological tool, it's a living organism controlling the pests, which in this case is mice. Another one would be if I have ponds outside that mosquitoes are breeding in and I get little mosquito eating fish. Again, the fish is the biological tool. Well, in our line of work and what we call urban pest control, pest control of homes and businesses, we don't really do a whole lot of this for a variety of reasons. The biggest reason's being that most customers don't want to see more living things in their home or business, they wanna see less. Now if I go to you as a home owner or business owner saying, you got a roach problem and I say, "Got these great little parasitic wasps that attack the roach eggs, So allow me to turn some loose in your home?" Probably your answer is, "No. Please don't." And so there's lots of others reasons but we don't really do biological. You may scratch your head and think, "Well, why is he even telling us about it then?" The point is customers hear about biological though in agriculture, in crops, in gardens and then they turn and ask, "Do we do that?" And so you need to have an answer. And then secondly, if you take any state licensing exams like many of you will, you know, there may be a question on there and that's why I bring it up. The next to have or is very important to us, and that's cultural. Cultural means looking at the account, to discover what's attracting the pest and work with the customer to reduce it. Speaking of attractants, chat, don't phone call, chat. Besides air to breathe, what's another necessity for life? You need it, the pests need it. So we got one of them, food, water. Two of the three, we're missing one. Food and water, there it is, shelter. Food, water and shelter. Imagine if I go to where you live right now, throw out your food, turn off your water, Get rid of your heating A/C and your mattress. Would you want to go home at the end of the day? And the answer is, probably not. I'd pick up a phone, call friend or family, you know, I'd go to a hotel-motel, the point being, it will be so uncomfortable I wouldn't want to be in my own home. With the pests, that's really what we're trying to achieve. You know, number one, if the customer keeps food, water and shelter to a minimum or gets rid of it entirely, hopefully, the pest never even come in, in the first place. It's part of the reason why pest come in is that they smell things that are attractive or sense things that are possible resources, they'll come in looking for it. If they keep that down, they don't even come in, hopefully. Two, let's say the pest just gets in, wanders in somehow, if there's not a lot of resources, it doesn't want to stay, it wants to go back out. But three, let's say worst-case scenario, it still gets stuck. If there's not a lot of resources, that population is not going to get as big and going to be much more easily managed. If you look at it from that perspective, these are really important to keeping out population from it recurring or if it does, to a minimum. Notice though, yes, I could put the definitions back up, Richard. And by the way, folks, you shouldn't have to hand transcribe all of this down. If you're following along on your participant's guide, all of this information should be listed pretty much there in your book. If we get the customer to do this, though this is the critical point. And so notice, it's not us cleaning out the trash, us, you know, picking up the garbage, us wiping the counters, you know, those are things that our responsibility is to find them and recommend it to the customer but ultimately, it's usually the customer's responsibility to do that. And that was page four of IPM's participants guide and again we are in week two, week one was last week. The next tool on page five, physical. This is looking at how the pest got in and let's see what we can do to stop that. By either closing the building off or somehow excluding it is the terminology exclusion. Part of that we can do, part of that the customer can do. If it's something just like keeping a window or door closed, that's for the customer, fixing a structural problem for the customer. If it's something minor, like, maybe, caulking a crack or crevice, maybe we could do that. The other part of physical, is traps. Catching the pest, physically removing it. And for instance, you know, if you have a fly light with a sticky board behind it, that catches the pest, that's a physical means of removing the pest. Physical also could be simply stepping on it, wiping it up, vacuuming it up, any way that you're physically catching, removing the pest is physical as well. The last tool was chemical. And this is where pesticides belong. And so this is using some type of product or material to manage the pest. This is a little complex though, if you go to page six, the media have really given the word 'pesticide' a very negative image. Even though the stuff that we use nowadays is heavily regulated and we should always apply it according to labels and regulations, still just the word itself makes people anxious. And that's why we want to be careful not to be throwing that word around and stressing customers out. That's why on page six, never say these three words to a customer. 'Pesticide,' worse yet 'chemical' or even worse yet, 'poison'... 'Cause it always generates this fear, especially the word 'poison.' The terms we want you to use on page six are material or product. The other thing is, customers may say to you, "Are they safe?" And our inclination is to say, "Ah! Sure, they're safe." But what you're really in essence saying is they could roll around naked, lick it off the floor and nothing ever, ever could ever happen to them. Well, think about dairy, peanuts, shell-fish. In this 117 people, I can guarantee you, one of you somewhere has that kind of food allergy. To that individual, it could be a life or death situation but to the rest of us, we wouldn't think twice about it. Well, if I can't say milk or cheese or a shrimp is safe, why then would I say chemical, in many cases designed to kill pests will be safe? You know, I certainly wouldn't want to be drinking it out of the jug. And so to that point we can't just say yes. What we have to say is something like, "We will apply all products according to labels and regulations, when applied accordingly should only present a minimal amount of risk." But notice, I can't say zero. And I would encourage you to make a note on this page to get with your branch and practice having that answer, you know, communicating that answer cause it will come up, I guarantee you and you'd rather be practicing that response now rather than waiting. Any questions for me about what IPM is or its four tools? Then let's see what you've learned. I wanted to quiz you here, on page seven, eight and the top of page nine, I have a series of questions. And they're gonna show you an image, I'm going to describe it, you know, and I want you to pick which of the four tools it is. And just as a refresher, if the thing I put up and this is, people get stumped on it but think about it. If what I put up is a living thing controlling another? Biological. And this one's probably the trickiest of the bunch, this one. Food, water or shelter and so if I show you something that a pest is going to potentially eat, drink or hide in, live in, it's automatically cultural. And remember that 'cause I will see if we can, how well we'll do with these questions. If I show you something that's a trap, meaning it catches the pest or it's a hole and opening around the building that we're shutting off, that's physical. Now people sometimes think, "Well, if the customer has to pick up the object and get rid of it, that's physical." No. If the object is food, water or shelter, it's cultural. Physical is closing the building or trapping the pest. Remember that, and then lastly, chemical pesticides. First question, what would it be to release ladybeetles in my garden? Biological, cultural, physical, chemical? And you shouldn't have to call in on these, you should on your tablet, see the A, B, C, D or on your computer screen says, so just select the answer you think it is. And if, by the way, that's not working, let us know. Got a lot of answers here which makes me happy, most of you agreed biological and as you can see on this bar graph, I can't see if you've answered or not and it looks like we all agree biological and that's right. By the way, with these questions, I, one, want to just test your understanding. I don't keep a running tab of how many of you got right and how many of you got wrong and, kind of, grade you at the end, so don't stress about it. But I do like to see, yes, you're answering, that let's me know you're not out running around or doing something else, you're actually here, which you need to be. And then, two, as an instructor, it lets me know how I've done, means if I ask a question, most of you get it wrong, clearly I need to go back and look at what we've talked about and make sure I do a better job of communicating it 'cause something must be unclear. And so always when these questions pop up, hit the answer right there. Don't look in your book, hunt for it 'cause I'm just trying to get a quick gauge, okay, are you there and then what's clear and what's not. What about this next one? Asking the customer to pick up this dumpster, put a lid on it, empty it more regularly, would be what? Survey says, mostly cultural. You did better on in the many of the classes in the past, so hopefully that clarification before we did this helped, but a few of you are still saying physical, and it is cultural. And again, folks, let's hopefully clear up why people missed this. The first thing, cultural is food, water and shelter and a dumpster could be all three. There's plenty of food in it, it's going to collect water, so there's moisture and it can be shelter for certain pests. Cultural. People think physical, I think, because they're feeling like the customer has to pick it up, so they're physically picking up, again, don't let that fool you, physical is always an opening into a building being closed, which this is not or it's a trap, which this is not. What about this? Having the customer replace the weather-stripping below the door or it could be us, as the pest control operator installing a door sweep. Really strong answer here and agreeing physical and you've got it right. Good job. What about having a customer fix this pipe leak? And this one, like the other one always stumps a few folks and I think I know why but the correct answer is cultural. This is water, that's why it's cultural. Physical would have to be an opening the pests are getting in. And if you think about a pipe with water pressure in it, if it's an opening big enough for a rat to crawl out, that place is probably flooded. In this case, it's more the moisture than it is the opening and in most cases, we're talking about like a little pin hole drip, a leak underneath a pipe. The only way a pipe in my experience can be physical, would be let's say it's not an in-use pipe. It's just a pipe that goes into the sewer, that's no longer connected to anything and it's just an access point. In that case it wouldn't be the moisture leak, it would be just an empty pipe. And so this time it's cultural. What would this be? And I'm not talking the mouse or the cheese. And, David, to your point, customer responsibility does help you sometimes, figure out if it's cultural, physical, but remember, physical can also be for the customer too, just depends on this thing. We're pretty much agree this time it's physical and it is. What would it be if the customer's asked to remove this woodpile? And, Aaron, if you're having the feed cutting in and out, call 1-800-826-2492. And it looks like we agree cultural and it is. Remember, physical would had to be an opening, this is not our trap, this is not, it can definitely be shelter for a lot of pests. If you're dealing with termites, it can be food and moisture and for some other general household pests, it could be moisture as well. What about this last one? And we agree chemical and it is. To wrap up the concept here on IPM, I want to go back and talk about a couple of big picture questions. The first one and I want you to phone call in this time. Why do we do IPM? Meaning, what's the advantage of this approach over, say, what you saw that guy doing in the video, the spray and pray method. Velio, let's go to you in Palm Beach. No use of pesticides, so it's safer for the environment. So we are reducing the amount of chemical we're applying, that's better for the environment, yes. Ryan, we're going out to you in Riverside. IPM gives a standardization in pest control, gives you more of a structure. Okay, so you kind of got like a plan and maybe some consistency if everybody is doing that, yes. Good answers. Let's talk about a few additional things we might want to consider. Better long-term control and if you wanna jot these down, I'll try to leave the slide up as long as possible 'cause I know this is not written in your book. But you can write it down there on page nine. Better long-term is more meaning, more proactive less reactive. What we mean is, if I go in, work with the customer to reduce the attractants, seal up the building, put out traps and then maybe do some preventative applications, hopefully they never even get the pest to begin with. And so long-term, it's going to give them longer, better results versus what you saw that guy doing, meaning you just jump out, you wait till they got a problem, spray it and react, you know, that's not proactive, that's being reactive. You also mentioned the environmentally-friendly point and that's true 'cause we are reducing the amount of products we're using which ties in both of the first two into the third bullet, customer appeal. Now I'm sure you know of people that, you know, are looking for this kind of service. Lot of people go to these grocery stores and buy, you know, green pest or green produce or, you know, all these other organic things. It's because people like to have less pesticides, like to have more targeted, more customized type services. It's more cost effective long-term. What this means is, if they have less pest issues long-term then that's less damage that has to be, things have to be replaced or repaired and less cost they have spend to control it. And ultimately, it's the smarter, superior way of doing pest control. These are all then advantages, reasons why customers would want it and will want us to be their servers. Having run around for two years though, I know even though these things are great, there are some challenges you may run up on. Phone call in, what might be some of those things? Ben in Scottsdale. Yes. I would say probably customer buy in and doing it the diplomatic way to get them to work with you, for the IPM is probably one of the bigger challenges that tech would face. The rest of it, the physical and some of those things are pretty easiest but that cultural change is one of the hardest obstacles as a tech to get people buying in on that. Exactly and so definitely a big issue and we're going to talk about a way to approach that little bit later in this lesson. Jeremiah, we're going up to you in Charleston, West Virginia. Kinder homes or schools, there's a lot of different pesticides and stuff that you can't use them in areas and I think it's... Yeah, there's certain of accounts that you're bringing up like schools and daycares, I'll be honest, for one of our most heavily regulated types of accounts and that's actually a whole different side conversation besides IPM. But in schools and daycares, they are very heavy on IPM, wanting us to do it because of the pesticide concern. Well, let's jot these then down, these are possible challenges you might face and as was mentioned, the customer's probably one of the biggest ones. And I want us to think through why that is, I'm going to leave this up as I discuss it. Think about other services that you have, you know, think about your cable provider, your water, gas, electric, whatever. Do you really have to do anything for those? No, you just pay for it, they set it up and away it goes and you just use the utility. Well, then from a customer standpoint, that's the model they're used to. Here we come in and instead of just, to their mind, they should pay us and we do it all. Now we're coming in and saying here's some things you need to do. And see how there's a disconnect sometimes with that. And that's why as the provider, we need to do a good job explaining the need for their assistance and the benefit of their assistance to them. And we'll look at how to approach that later. There are those customers out there that only want pesticides. Now they've had services before, they're used to you just getting in, spraying and leaving, like that guy did in the video and that's what they want. There is an initial cost and to set the record straight for all of you, the break down of our service and this is important, if you look at the line-by-line cost, very little of it is actually for pesticide, compared to you. "The time, the man hours," so to speak in quotes that you spend on the job, that's what we charge mostly the customer for. Unfortunately, people in this industry get in their mind, "Oh, well, customer's just paying for me to spray, that's all I really need to do." No, again. If you look at the cost, they're really paying for your time, that's why it needs to be reflected in the type of service we deliver. But to that point, the initial costs, think about the first time you serviced that account. You're not going to be able to do it as expediently let's say, as an ongoing service that you've already got the problems under control. That initial visit, there's probably a lot more to look at, a lot more to do, a lot more to communicate and so it costs more 'cause it takes more time. And then lastly, speed of control. And this is, kind of, to your point, Vanessa, you know, it could be more time consuming doing IPM and for certain situations like with, let's say, a business owner. So I got a restaurant with roaches, I can't wait a week or two for you to resolve my roach problem. I need that roach problem down now. And so because of these issues, these are things you might run into as a challenge. If you go to page 10, the key to overcoming all of these, communicating and educating your customer. And this is a good time to mention that to be successful in this industry, you really need to have two completely different sets of skills. You need that technical set, meaning I can identify the pest and understand the pest, understand how to treat for the pest, the technical stuff. But that alone isn't enough, I need also equal parts, customer communication, customer service and I think people in this industry don't realize that. They think, "Oh, if I'm just good at technical, that's sufficient." Now you've got to be able to talk to the customer 'cause I have seen clear examples of technicians that were great at their job technically but they wouldn't talk to the customer and though you could still get customers canceling or refusing to pay simply 'cause they didn't understand what was happening. Now on the flip side, you can be the other extreme and I've seen people that are really good, could schmooze the customer day and night and the customer loves them and you go up to do kind of an audit on the account and they say, "Don't get my technician into trouble, I love John or Jane, but, yeah, we still got roaches, we need help getting 'em under control, can you help him out?" And so, we don't want to be that either. We want to be somewhere where we can technically be proficient but also communicate to the customer. Are there any questions then for me now that we've wrapped up the whole concept of IPM before we switch over to another concept of AIM? Ah! What we're gonna do next then is we're going to start to talk about AIM. And you may wonder, wait a minute, why are we discussing this, we just talked about IPM. That's because for me personally, IPM really heavily focuses on how we manage the pest. But there's a lot of stuff that happens in the front-end of our service and stuff that happens on the back-end of our service that may not have anything to do directly with the pest itself. And so we wanna package that whole thing and that's where AIM comes in. AIM is our customized IPM approach of a collaborative and ongoing cycle of three critical activities to manage pest using tools and techniques based in science. That's a mouthful. Let's break it down. Customize means that every account is different. And what I do with one account or one home or business can be different to the next. So there's no cookie cutter, as we just learned we're gonna use IPM which means we're gonna have to collaborate, work with the customer. And it's not just a one time thing, it's usually an ongoing thing. And there's three pieces that we'll look at in just a moment, as we already discussed, we're not eliminating, we're managing the pests and as we discussed, these tools and techniques we're using are based in science. AIM, the A-I-M., represent the steps of the service. A is assess, meaning we begin by assessing the home or business to understand what's going on. Then we will I, implement that customized solution using tools and techniques based in science. Then moving forward we will M, monitor, to make sure we resolve the problem but also to keep an eye out for potential future problems. So assess, implement, monitor. On the bottom of page 11, there's two reasons the company created this AIM, one was to help you if you're servicing to remember what you need to do. Because unfortunately, if we service an account over and over again, people sometimes feel like, "Well, you know, I've already assessed it before, I don't need to assess it every time. I'll just treat and leave." No. Every time, it's assess, implement, monitor. And then secondly as I already just discussed, we need to communicate and if the customer doesn't understand our service, then they're gonna be possibly upset. That's why we want to put it in a way that they can more likely understand. Our marketing department did focus group studies and felt like the general public did not understand IPM well but they will be more likely to understand the concept of AIM. Another way of looking into this whole process is if you go to page 12, think about doctors. I moved to a new area and then I don't feel well. Go online with my phone, look up two doctors in my area, Doctor A and Doctor B. I started off calling Doctor A's office and Doctor A says, "Well, tell me what's wrong." I describe it, Doctor A says, "Well, yeah, I'm gonna call you in a prescription, you take it, you'll be fine." Now because, you know, I like to get a second opinion, I pick up the phone and call Doctor B's office and Doctor B said, "You need to come in, I need to look at you, I might need to run some tests, some lab work. Once I get all that back, I can know more likely what's going wrong with you or what your issues would be and then from there I can put together a prescription or treatment plan but to make sure it works, I need you to come back every few weeks or every couple of months just so I can check up on you." That's Doctor B. Using your tablet, which doctor do you think is most like AIM? Pretty quick in our responses which I love, thank you. We agree B and you better believe it. It's definitely B. Let's take it to the next step. What are the risks, if I were to choose Doctor A? Phone call in, what might happen if I go with Doctor A? Star, we're going to you in Anderson. Well, they're not gonna be able to assess the problem, so they can treat you for the wrong thing. Exactly. And so what may be ailing me may not be affected by the medication they prescribed and that means I don't ever get better or worst-case scenario, what they prescribed makes my situation worse, it aggravates the issue or maybe I'm allergic to it. It's just like in pest control. If we go in and we don't investigate and assess the situation like the doctor, how can we treat what we don't understand? And how can we hope to be successful? And then like with the doctor situation, if I don't know what I'm dealing with and I just throw some pesticide at it, what I use may actually make the situation worse 'cause there are some pest that will become more agitated when treated with certain things, may drive them in to other areas where they become more visible to the customer and so I need to understand my problem and use the right type of tool. One, so that I control the pest successfully and then two, so I don't make the situation worse. And so that's why we have to make sure that we always do that, the whole process A, I and M. Let's walk through now on page 13 these different steps. Now Ivan and Charles are calling in, do you have any questions and this is for anyone else and so... And if you're not calling in with a question, it's just an accidental hit, as you just did, Ivan, you can touch it and it'll hang it up. So Charles, I'm gonna leave your mic up there in Dayton, if you have a question, leave it there and I'll open your mic. All right, so let's see which question you had, Charles. Well, there was no question, I was just calling with an answer. Go ahead. There was no question, I was just calling in with an answer. Oh, okay, did you have an additional answer you'd like to share? No, they had covered it, I was just going to say that you're not addressing the problem. And so again, just kind of echoing that definitely, you know, that would be one of the possible issues we might face. Well, let's go through AIM 'cause I wanna make sure you fully understand what we're asking of you. And to start then, we assess and if you look in your books, page 13, we always begin with a complete and thorough analysis to fully understand the situation. I often like the expression, Knowledge is power. To get that, we're going to have to do three things. We're going to have to interview the customer, inspect the account ourselves and identify any pest that we find. Speaking of interviewing the customer, I'm not saying you turn into Barbara Walters, I'm saying that you ask the customers some basic questions, means if you look in the bottom or actually at the top of page 14, I had my personal four or five. I always like to ask what have you seen? In other words, describe the pest that you're experiencing. Where did you see it? Kinda tells me where I need to start to look. I like to ask, how many did you see? You know, because if it's just one or two, that's a big difference between I'm saying lots 'cause it might just be a stray bug versus I have a full blown infestation. How long have you been seeing them? 'Cause I think that goes to as something that just propped up this morning or is this a problem they've been battling now for a while. And then another one, what if anything have you done to treat for it? Because sometimes home owners before or business owners before calling us in will attempt their own services and I need to know what that is, that way I can adjust my strategy, so it isn't affected by it. And another sixth question, you might even wanna ask, even if they don't have a pest problem, just doing routine services, is there any area you'd like me to pay attention to today? This gives them a chance, if there's something they're worried about, even though there might not be a pest issue, they're just worried about it, give them a chance to let me know. So again the questions for me, what have you seen? Where did you see it? How many did you see? How long have you been seeing them? Have you tried to treat for it yourself and if so, what? And then, is there any other areas you'd like me to focus. And so I think those are good questions, you get that information. Pablo has asked, should we ask about any orders and if, to make sure I'm understanding correctly, if you mean, are there any special instructions the customer has for us like, when you service my home, call half an hour ahead type of thing? That definitely should be asked but I think that's something that maybe we would do ahead of time but you could make that part of the interview every time, in the sense that when we start the account, that should have been asked. And that should have been documented and then when we service we need to follow those instructions. There's nothing wrong with every time you go just to confirm that still applies or if there's any changes, 'cause sometimes we may have customers for hopefully years and what they may have had is a special instruction on day one, maybe ten years later, doesn't apply, like it was something related to kids or an infant, now the infant's grown, they don't need to use that. Maybe there's a new thing that's applied, maybe they got a pet that's brought into the situation. Yes, Vanessa, definitely you want to make them feel involved and have them, given an opportunity to communicate and get their input. And so based on what we learned, we're now going to inspect. And I'll give you a little customer service tip, if they tell you a particular area that they're experiencing a pest problem, that should be where we start inspecting, 'cause from a customer service standpoint, I'm gonna be watching to see, are you taking care of my problem? Now if I say my problem is flies in the kitchen and you start by going to the bedroom or going to the outside and looking around the dumpster, I'm probably wondering, "I didn't say that's where my problem was." And so start with the customer complaints. But then we need to look for certain things. Phone call in, what kinds and I'm looking for broad categories here, are the things we should be looking for? Terrence in Cincinnati. Go ahead, Terrence. Well, maybe not, let's go to... Justin in Salt Lake City. I think we should address what the customer thinks is the issue first. Okay. So definitely, but what I'm looking for here is what things are we looking for when I inspect? And so if I go to a business or home looking around, what kind of things am I trying to find in my inspection, I'll give you a hint, we kinda talked about some of these little bit earlier in the lesson. Let's go to Sean in the Iowa, Wisconsin region. For evidence and activity, harbor stops, food source, water source, pretty much we're looking at anything, any conditions conducive. Good, and that's the correct terminology we often use, is conditions conducive to pest. And so like you mentioned food, water, shelter, those things we looked at earlier that were the cultural tools. Entry points, we want to find out how the pest got here, you know, what's their way of getting into the building because that's going to be important then when we develop our strategy, we want to search out the source and you may see this abbreviated, SOS, and I'll leave this slide up for those of you that are writing it down on page 14. Search out the source means the pest didn't materialize through a transporter off of the Star Trek Enterprise. They got in the building somehow, they either came in on their own or they were carried or brought in, in something. And understanding where that came from is going to be critical 'cause if all I do is react to what the customer's seeing at the moment but I never stopped the original source, the problem can return. For instance, if let's say I have pantry moths in the building, could be a home or a business. And I never find that infested thing of food, I can kill the adult pantry pest all day and night but until that foodstuff that's infested is found and dealt with, the problem will continue. Likewise if I have, let's say, roaches or ants coming from outside, if I don't find where they're coming from with the sources, the molts, the wood pile, whatever it may be they're nesting in or living in, then again the problem can continue. The other things that I think, they're maybe not as apparent to people but they're important nonetheless, environmental conditions that affect the treatment. And if you did your basic chemistry video or environmental factors video we talk about the fact that wind and rain and all these other things can impact how we treat and may prevent us from doing certain types of applications. Likewise, sensitive areas and conditions, let's say it's a home and they've got a newborn they just brought home from the hospital, you know, they probably won't want us to apply some pesticide in the nursery. The message is an inspection or an assessment isn't just about the pest. Think about going to the doctor. Does the doctor only look at what ails you? No. They check your blood pressure, your other vitals, you know, they may do a physical every year, they look at other things, not just looking at what's ailing you at the moment. That's because in order to be successful and in keeping you healthy, they have to understand the whole thing. Likewise with us, in order to be successful in pest control, we have to understand the entire count, not just the exact pest problem that they're experiencing. Yes, and here it is again, Drew, and, Aaron, Atlanta is huge and so, I think if you want to give him a nuggy, you probably have to come down and do it yourself. Or if odors, oh, I got you, if odors are coming from a wall, how do we inspect that area? Well, Pablo, that's a little different, so maybe I misunderstood your earlier question. You do the best you can, understanding that we can't tear open walls, we can't do anything that would cause demolition so to speak of the building. And when it comes to those type of things, you know, we just have to understand the limits, do what we can and then if the customer wants to further investigate beyond that, we can let them, you know, the area. Actually, just leaving the slide up for a moment to give the few folk chance to jot these things down. All right, let's go ahead and then move to the next piece here, "Where does sanitation fit into this?" Christopher's asked. Sanitation would fit in under this first piece where we were talking about conditions conducive but we haven't gotten there yet, Christopher, 'cause we haven't gotten to the implement part. That's where that piece will come in. Right now, we're just gathering information, looking for conditions conducive, which sanitation would be one, openings which would be entry points, sources and any other factors that affect us. To help us do an inspection there's all kinds of tools and I could spend hours talking about them. Just for a brief second though I want to focus on the flashlight. All of you will at some point find yourself in a dark area or looking into dark areas needing to see. You need to work with your branch about getting a good heavy duty, metal flashlight and I would have backup bulbs as well as batteries, that way you can check it and make sure that it's working. And if you do need to replace things or update things, you got it with you. It's really unprofessional and tacky to have to borrow one from the customer. Because to their mind, and they're right, we should come prepared. You know, it's like you going into the doctor's office and the doctor says, "Yeah, you got some gloves I can borrow?" or "You got a thermometer on you? I need to take your temperature." You know, you're probably going to think, what kind of doctor is this? And so we need to have our own equipment and so make sure you have all those things and come prepared. And, Chris, I'll do my best to refer to you by Chris not Christopher because what happens is, folks, just so you know the way you're registered, whatever your official formal name is, is what comes up on our system and without knowing otherwise, that's how we'll probably refer to you but I'll do my best to remember. You may have to remind me every now and then. All right, let's go ahead then and talk about some other points here and that's the documents. When we're doing these inspections, we need to capture our findings, you know, and there's specific documents to specific roles. For instance, residential on the left, you've got the home inspection report in the middle, you got the floor level for a commercial and on the far right, you've got the termite inspection report for termites. And some of you out there may be what we call the BOSS system, which is electronic. And you may not even be dealing with paper based documentation anymore but on either account, whether it's actual paper or electronic, you're still filling out this kind of information. Here we go with our second SCIENCE BEHIND THE WHY on page 16, the third part of the assessment was to identify the pest. If I find rodents, roaches, ants, termites, whatever, I need to identify any live or dead pest. Now, sometimes, the pest themselves aren't out there waving a white flag surrendering. They hide and that means all we're left with is their signs. I think, Vanessa, you were mentioning earlier poop, you know, so certainly that will be a sign, it could be rub marks, shed skins, you name it. And so rating these clues is understanding these pest habits is an important part of our job. As a quick pop question though, in most cases, do I need to identify the pest to species? So yes or no, do I need to know the difference between a dry wood termite and a subterranean. Do I need to know a house mouse from a Norway rat? A German cockroach from an American cockroach? A fruit fly from a blow fly? And most of you vote yes, and the answer is yes. Each one of those pest I listed can be different from its comparison. So dry wood, radically different than subterranean termites, house mouse are different than a Norway, the carpenter ant versus a fire ant would be different and it can come down to what we communicate. Like fire ants sting, carpenter ants destroy wood, to how we inspect, one lives in one area, one lives in another, to how we treat, how we service our dry wood termite is couldn't be more different than we, how we service for subterranean. And what you treat for subterranean will not kill a dry wood or works on a dry wood will not be, going to affect the subterranean and so it's important. And a final footnote, you may want to remember this, there's terminology we would use in residential for what we call, standard pest. If you look at our pest control agreement, they'll list what's considered standard, that means if it's on that list, we will take care of it as part of our regular service. Then there are things called specialty, meaning it's not covered by our regular agreement, maybe an additional charge, maybe additional agreement or a documentation has to be filled out or in some rare cases maybe something we don't even target at all, maybe something we have to form out to another company like one of our sister companies that's part of Rollins, like let's say Wildlife for instance. Now at the end of the assessment we need to document what you learned from the interview, the results of our inspection and any pest that you identify. And so keep in mind there's things that we need to capture. Using your tablet, why? Why do we do that? And in this case, you can select all that apply. Is it for a written record, legal requirements, professionalism? And just to some point, you know, I agree that, you know, we gotta watch our terminology but sometimes too we have to be careful that we don't get too techie-techie because the average lay person may not understand that and unfortunately our industry is full of these fancy terms and if we use them, we have to be prepared to explain to the customer in layman's terms, what it is or meaning and so I would encourage you never use anything that's profanity or negative words but at the same time, we kind of strike a balance between not being too techie but being kind of easy to understand. I mean, I certainly wouldn't say the S word but I could say, you know, I can see depending on the situation, poop being, I probably would say feces but, you know, depends on the situation. All right, looks like we all agree here for the most part that all three of these are possible benefits and they are. We as well as the customer need a written record of what went on. To that point, if ever there's a question about what was done in a court of law, these are legal binding documents. It's also professional, you know, we wanna make sure that, when we look at the situation that we're representing the company properly and so these are all very good reasons why we want to document. Let's move now to the I part of AIM, and by the way if at any point during any of my live sessions you have questions, I know I'm periodically asking you if you have any to call in, you don't have to wait on that, anytime that pops up, feel free to hit phone call or chat at any time. Moving to the I part, based on what we find during the assessment, we will now implement that customized solution using tools and techniques based in science. To that point, we already covered a lot of this when we did IPM, so we'll move more quickly through this section. Just remember IPM is part of what we're implementing, meaning we're recommend customers do their part to seal up the building and we'll do our part to seal up the building, there'll be sanitation and other types of food, water, shelter recommendations, other things that we can partner. Now if we do need to use a pesticide, here comes your final SCIENCE BEHIND THE WHY. We as a company have a technical services department that looks at the products and materials available. And they'll look at the research that the manufacturers produce, we'll look at what universities have done with it, we may even get it and do some internal testing with it at the branch level, test it out on some accounts. Then from all that looking, so to speak, we will have what we call, our approved list of materials. Then your branches has, normally will order something off of that list but that means then that these things should all work, that's why you need to always use products and materials off of this list because of the science supports them being effective. Now an additional point and I'll be with you tomorrow to discuss this even further, we'll spend a whole two hours on it but whenever using any pesticide, it's vital that we always read and follow all product labels and laws. Now at the end of every service, we need to come back to the customer and review four things. And I'm going to give you a few moments and leave this up. Please write this down on page somewhere, either top or bottom of page 19. Now when you write it down, write numbers one, two, three, four by the bullets instead of bullets. Number one is what you saw, this is the results of your inspection. What pest it is, why it's here, what's going on? And, folks, the reason it's number one, that's because if you've got a pest problem that's what you want to know if you're the customer. Next, what you did, this means the actions you took, I treated with the product, I put out a trap, I sealed up an opening, it's what the customer's getting for their money, that's why that's second. Third, what we recommend, and the reason that's third not second is if you go straight from, here's the pest problem to what you can do about it, the customer is gonna wonder what are they paying us for. That's why it's third, not second. And then lastly, what the customer can expect, because when we drive away, we need to set in their mind clearly what's going to be going on. If, let's say, it's ants and I bait it and the bait's slow acting by design, that customer needs to know that. It may take a week or so to get the ants under control 'cause if I don't tell them, then two, three days later, they're gonna still see ants and call me just because they didn't understand that's the way it works and you don't wanna have callbacks for that 'cause to me that's the most useless callback of all time. If I could just spend two minutes in my last service explaining it and then not have to come back for something like that, they why wouldn't you? Other things, it could be expectations, it could be I've treated and you may see a bunch of dead roaches initially or another expectation can be, I'm coming back for a follow up service next week or your next scheduled service is in a month and a half or whatever's coming next. But, folks, if you leave it up to the customer, they'll fill in the blanks themselves and since they're not a pest control professional, they're probably not going to get it right. And so we want to make sure we don't create headaches for ourselves because we just didn't explain it to them. Now to the point that I'm mentioning about recommendations, we need to get the customer involved and this is where those cultural and physical tools in part come in. And I know that was one of the things we said was possibly a challenge. Let's then think about how we can approach this in a way that we're likely to be successful. If you look on page 19, we have a situation involving Mr. Jackson and his restaurant. He's got rodents. Upon inspection, two of the major reasons he's got rodents as there's a backside door the kitchen staff is leaving open and there are several bags of garbage stacked out by and that's the food source for the rodents. Let's get some of you in the audience to phone call in, pretend I'm Mr. Jackson. How would you have that conversation with me? What would you say? Would you come in and say, "Mr. Jackson, your place is nasty. You better clean it up." How would you approach me? Omar, we're going to you in Vista. Well, first I would call, no, first I would relay what I saw to the customer, my concerns, and then I would do my recommendations as well, trying to keep that back door closed, put in a fan for some air flow. Clean up the garbage, put a bait station in there so the rats can also feed on that and die. Okay, so you need some of the specifics on how we would control the rodents but I like some of the things you were mentioning about how you would, kind of, go through what your results were, so you give him, kind of, the analysis or the data that you found. Let's talk to another caller. Let's go to Jonathan in Aurora. I think it would be important to, maybe relate to the customer, to maybe, take out the trash more frequently. And so making a specific recommendation, you're on the right path though, so let's go through it. If you go to page 20, you'll see there are four possible steps that we like to recommend. Number one, make specific customer recommendations. Specific means don't give vague things, don't say you've got a sanitation problem, what is that? So specific would be the garbage, side door and then it's not an order, it's a recommendation. We're not gonna be able to force these people to do any of this, you know, we're just gonna ask that they do it and hopefully they will, but at the end of the day, we can't force it. Number two, if you were ever as a child asked to clean up your room, besides saying no, the next thing may have been why? And as adults we still always wanna know why, if we're asked to do something. Same thing here then, you need to give them a reason and the reason should be a positive thing for them. And I want to be clear, a positive thing for them, not for you 'cause sometimes I think we think about how it helps our jobs easier. They don't care about that, in all honesty. What they care about is how their home is gonna be protected, how their business is gonna be protected and so you want to put it in context for that and it needs to be positive not negative. If I say to you, "Mr. Jackson, you need to take care of that trash and close that door 'cause you don't want the health department shutting you down." That's a veiled threat and that's how it will come across. And so what I would say in this case is, "Mr. Jackson, after assessing I think I understand a little bit about why you may be seeing rodents. First of all, I would recommend you close the side door and secondly, I would recommend you move those bags of garbage outside on the side of the building because the door is a possible entry point and the garbage is a food source and by removing and taking care of that, you're going to make it less attractive for rodents to want to even come in your building which means you have less rodent activity." See how that's a good thing for him? That's a positive thing that he wants. Then be prepared to show him, you see, thank Mr. Jackson, you got all, let's go take a look at it if you have a second. Now, folks, with this third one, don't get hung up on that they have to do it. You ask, you offer always but if they don't, it's not the end of the world. And I'll tell you in some cases they don't want to do it 'cause they just don't want to see it. And then lastly, be consistent and follow-up. When I come back for his next service, I wanna look, did it happen, did it not? And if it didn't, then that means I need to go back and revisit with him and again in the context of how it helps him, you know, what we're asking him to do. If you wanna see how this might play out on page 22, there's a blow by blow, you can read after the lesson if you wanna see how that might have worked. Some additional points on page 23 that I'd like to share. It's with these recommendations the customers are going to click their heels in salute and then do it, as I mentioned they will or they won't and it may take a little time because again this is not like usual services, they're not used to being asked to do these things. But after a couple of attempts, if they're still not doing it, then you need to let your branch know and we call that escalate or escalation. You know, you don't want to have an ongoing problem dragging on, leading to continuing issues, when really the customer needs to be helping us. And so any time that happens, let your manager know and especially in commercial when we're talking about national accounts or these chain businesses, you know, that whole chain could be lost as a customer if that one location's manager isn't taking care of the problem. Some other points to mention, when you go through these inspections, you might find lots. Please don't stand in front of the customer and read a 50 item list of all the things they need to take care of. After the first three or four things, they're going to stop listening and the longer it drags on, the madder they're going to get, you need to prioritize. Look at everything, document, document everything, but when I'm face to face, pick out the big wins. The top two or three things that really are gonna make a difference to the account or anything that's critical from a safety or some other kind of concern stamp-on. Those other things still get documented but then we'll whittle on those as we get this initial stuff under control. And lastly then as I've just mentioned document what you did and make any recommendations you made and it's for the same reasons we discussed earlier. All right, home stretch. We've assessed, we've implemented, now we're going to continue to come back to this account and monitor. And so during regular service visits, we'll monitor for any pest activity or conditions that may lead to pest 'cause let's face it, we've resolved the problem today, but stuff's changing all the time and we gotta keep an eye on it. Since you're physically not in the building 24 hours a day, 365 days a week or year, we have tools we can leave. These are traps in many cases that catch pest that when I come back on the next visit, I can see what's been going on while I wasn't there. Examples would be report/monitor cards, glue boards, bait stations, fly lights. Let's say for arguments sake, I went out today and serviced an account for ants in the kitchen. I leave behind some sticky monitor cards in the cabinet where the activity was, come back whatever time frame the next service would be, look in the cabinet, pick up the monitor card, no ants, so yay, I think I got them but instead I find roaches. What would you do? Would you pick that up, throw it in the trash, put out a fresh card, keep looking for ants? From a big picture standpoint what would you do if the trap isn't catching what you initially set it out for? Kinda had the answer to this already earlier in the lesson. Walter, we're going to you in Pittsburgh. Hi, I would inform the customer and show the customer the new patch that we had found and we would have to change our game plan accordingly to combat possibly two or more specific pest at this time. Good, and the critical underlying thing of all what you said and you had a lot of good stuff there, Walter, was at the end of the day, you didn't ignore it. You addressed it with the customer, you looked at maybe what else I might need to do to approach the problem, but the point is you didn't ignore it. And you may wonder, why? Well, people get tunnel vision as it says here on the slide. I'm sure all of us have been out of the store with a grocery list of things to buy and we're focused on the first item of the list and we walk right by several of the other items and then we end up having to back track to get the things that we should have already picked up when we walked by the first time. That's because the way the human brain works is we can focus on one thing but it's hard for us to see everything all at once. And that's why with particular pest problems, if I'm putting out traps and I'm looking for that pest, I can become blind to the other things. And one of the big examples I've seen this with, is rodent traps. We'll put out, let's say, traps to catch rats or mice, look at them, no rat or mouse is in there but yet we caught a roach, a spider, a cricket, a centipede and I've seen people who just go right on by that. And you stop them and say, "Well, wait a minute, what about that roach?" And it's like they see it for the first time like it was cloaked or hidden with invisibility, you know, and so that's that tunnel vision thing. Just my encouragement to be able to stop and see everything, don't ignore any of it. Also monitoring is an ongoing, never-ending process, so long as they are our customer, we will continue to monitor for success of service and like the vehicle you drive, you have to get gas in it, change the tires, all that has to be taken care of, well the tools and devices have to be monitored, they don't last forever. Some of them are re-usable, they just have to be maintained, others are disposable meaning we'll have to replace them. And then like we've discussed with the A and the I, we need to document your findings and discuss them with the customer after every visit. Let's answer a quick review question as we're responding to this. If you have any questions for me, feel free to phone call or chat them in. When do you perform an assessment using your tablet, is it A, the first service or B, every service. All right, we have agreed, every service and it is. And our last concept to discuss on page 26. I go out for an initial visit, first time customer, knock the ball out of the park. Control the problem in one shot. Why does the customer want to cancel the service because I did a good job? Jose, we're going to you in Los Angeles. Problem. Repeat the first part please, Jose. Because the customer believes that maybe, he or she is not gonna find anymore pest problems anymore, so that they decide to cancel the service. Exactly, Jose. So to your point, they think they don't need us, they can save some money, the problem's gone, why do I wanna keep paying somebody to keep coming out? It's like why do I go to the doctor if I don't probably till I get sick? I go to the doctor, makes me feel better, do I keep going to the doctor? Well, hopefully you do but most people probably wouldn't. Same concept here and that's where on page 27, we have AEA and this one is important to Mr. Rollins himself, so let's make sure we pick up on this because we don't wanna lose business since we're doing a good job. With a new customer, I want to share with them that today I came out for the adults in the pest that you were experiencing. But they may have laid eggs or have life stages that my initial treatment didn't control and may hatch later, that's why I need to keep coming back. But then moving forward, there are these avenues that pest may use to get in to the building and that's why I need to continue coming back for ongoing services. And so you can use AEA as it describes on page 28 as a way to explain the different phases of our service from the initial to the follow-up, moving into the ongoing. You may get an occasional one time customer that just wants that one time service but hopefully, most customers, if we communicate well enough, see the value in the ongoing service. That brings me to the end of the IPM lesson. If you look on pages 30 and 31, I have a series of review questions I want to ask you, we're going to go through these and just test your understanding as we're answering these questions, if you have any questions for me again, feel free to chat or ask a question, button them in. First review question. When treating, which IPM tool is used only as needed? Biological, cultural, physical, chemical? And the answer is D. And I may have not made this point extremely clear, so let me go back to it just briefly. When we do IPM, IPM does not mean zero pesticide 'cause sometimes I think people get confused. IPM, the word integrated means you work together, multiple different things, you're integrating them together and that's why there's cultural, physical and chemical. With IPM though, when it comes to chemical, we are going to use it only if needed. Not a last resort 'cause I know some of our old training materials said it that way. A last resort, if you think about what is that really? That's the last shot from pest, the halfway mark in the basketball game, you know, trying to get the three pointer at the last second before the buzzer's about to go off, it's that hail mary pass in the football game, you're just anything to do to win. That's not true, if you've ever been on a pest control service, you may have seen us on day one use a product or material. And so it's not really a last resort, it's only if needed, meaning if I don't need it, I won't use it but if I do, I will. To that point, you should now be able to get the answer to this next question. True or False? IPM is a combination approach using non-chemical methods first and pesticides as needed. And most of us agree that is a true statement and true it is. Looking at these four choices of IPM tools, which one focused on reducing food, water and shelter, harborage, by the way, is the fancy way of saying that. And we agree, it's B, cultural and it is. True or False? AIM is an independent one time, generic service. We agree false and yeah, it is false, it's an ongoing collaborative customized service. AIM stood for which of these choices? We agree that it is D, Assess, Implement, Monitor, you got it. Final question, the customer has a responsibility to do what? Apply pesticides and monitoring devices, identify pests to species, reduce pest attractants? And we agree it's C, reduce pest attractants and you got it. That concludes IPM, before we go I just wanted to mention to my residential and commercial students, termite as well, all three groups got a student kit which is that plastic wrapped lose assortment of items, those as well as these binders are yours to write in and to keep and to use, particularly for residential and commercial though, there's two items that we had in your student kit, the pest ID guide and the pocket reference guide, these are called pocket job aides because they fit in my pocket and they are a job aide because when I'm out on the job I can't remember something, I can pull these things out to help me, the ID guide helps you identify the pest, the reference guide has service related things, these are yours, please use them on your field days but also make sure you have them on your broadcast days 'cause there will be sometimes exercises or ways that you can use them with the broadcast. All right, for all of you, we're gonna stop the session. You're coming back at one-thirty eastern, one-thirty eastern for customer service. Jim Harron will be back for that lesson and you'll meet him for the first time and then there will be history and culture, he'll cover that lesson as well this afternoon. Make sure during this break, if you haven't downloaded schedule C as in Charlie yet, make sure though that you pick the one that matches, you know, your tracks. If your book says commercial, pick the commercial and termite, pick termite. It's again C as in Charlie, make sure you download that, have it ready. I will be with you for the rest of the afternoon, I will be back tomorrow morning at 10 o'clock Eastern for law and label. Looks like Tory's asked you, most companies follow the IPM method or is Orkin the main one? You know, a lot of our big competitors will do IPM, even some of your small mom and pop places will do IPM as well, you know, what really sets us apart from the competitors, that will be the science based approach that we referenced, AIM is an Orkin exclusive, also our over 120 plus or 100 plus years of experience in the industry, you know, our size, our technical experience, our level of training, the stuff that you're going through, you know, I don't think any other company would put their people through anything quite to the level that we do. No one else that I know of has this temporal broadcasting training and so all of these things are ways that really differentiate us. Well, folks, it's been my pleasure with you. I'll see you personally tomorrow, Jim will look for you one-thirty eastern, until then, if there's anything I can do for you to assist, don't ever hesitate to reach out. Hope you have a great day.

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Posted by: rbanderas on Dec 20, 2016

NHT Day 01 02 IPM

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