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NHT Day 04 04 Inspections

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But, Stormy, I like that song. Turn the music back on, it's better than listening to me. DJ Stormy in there controlling the tunes, this afternoon. It's time for you to get to work. Oh, okay, she is such a taskmaster, slave driver, making me go out there. We could have... I was doing chair dancing and everything, oh, well, anyway. So, I guess we'll have to talk about termite inspections for a while. Now, you know, I have the opportunity to work with a lot of the sales classes that come in, the residential sales classes that come in. And we ask them, you know, to talk about a sale that you made and then perhaps one that you lost. And then we ask them why they think they got those sales. And one of the reasons I can tell you that a lot of our inspectors think they get the sale, it's the high-quality inspections that we perform, that we are just not, you know, sticking head in crawlspace door. Yeah, you got termites. Yeah, I guess we better treat them. This high-quality inspection... Can be the difference between them being an Orkin and Rollins' customer and them not. So we're gonna talk about two types of inspections today. We're gonna talk about the inspection that a termite treatment specialist does, just before starting the treatment. Then we're also gonna talk about the type of inspection that a sales inspector does. Because they're not the same thing. So but, you know, when we talk about, when we talk about the type of inspections that we do... Yes, Erin, you should be. So when we talk about the type of inspections that we do, we tell the homeowner that we do this whole home inspection, that we essentially are promising to take care of their home for them, that, you know, "We got your back, we got all these, we'll take care of all these issues, you don't have to worry about them." That's what we're promising the customers, and we have to deliver on those promises. So let's look at our objectives for this module, they include listing the reasons for conducting a termite inspection, and then again differentiating between the Termite Specialist inspection and the Inspector "whole home" inspections. And then we're gonna talk about what we should be looking forward during an inspection and the different types of inspections. And then list specific zones that we need to be looking at when doing that whole home inspection. And then finally, as we talked about last time, documenting our results... 'Cause if it's not documented, it never happened, and it doesn't exist. So let's say you've just arrived on a job site. Now before you begin your inspection of the property, there's a few things that you need to make sure that you do. The first one is don't park in the customer's driveway, unless you've asked for permission. Now in 99% of the cases, it's going to be okay to park in the customer's driveway, but you need to ask for permission first, because it shows respect. Okay. So I have two choices here, I could sing Aretha Franklin R-E-S-P-E-C-T or I could talk about you got to show respect to the customer. I don't think I'll do either one of them. Yeah, okay. So I'm not gonna do either of those. That'll be silly. So we have to show respect to the customer. Again, in most cases, it's going to be okay, but ask for permission first, okay, just make sure. Now what are the reasons to not to park in the driveway? If somebody else, you know, a car in the garage, or somebody else on the property has to leave, you may have to move your vehicle anyway. So it's always good to ask for permission first. Now the second thing you do as you walk up and introduce yourself, even though you're in an Orkin vehicle or Rollins vehicle, even though you have the uniform on... Show the ID. Now you should have an ID, if you don't have an ID yet, talk to your branch or service manager about getting one. You're supposed to have one, if you are dealing with the public. So go out and make sure that you have your photo ID. It'll look something like this, you know, it has your picture on it. Mine says Rollins, but yours might say Orkin or what other branch it might be working for. So chat it and tell me some of the things that you should think you should be looking for during an inspection. Now this is for our service specialist. What should you be looking for? So the account has been sold, you've been sent out there, you should be looking for some things. Now what do you think you should be looking for, service specialist, as you go out there? Okay, Stephanie... Well, sometimes we treat homes preventatively. So maybe if the termites aren't there, okay you could be looking for conducive conditions. Yeah, but really okay, so this account has been sold, so we're not doing inspection to find out if they're there. What would you want to check out? Okay, the type of construction, I think that's what you were getting at, Stephen in Cincinnati. That will be something we're looking at the type of construction. I think you're kind of missing the point here, other stuff to cross... Oh, that comes later on, Joshua. Remember, this is a new account. We want to make sure... John in the Clarksburg, you're on the right track. So here are some things you'd probably want to look for. Does the graph match the property? Checking for knockout factors, confirming the work order is correct, and confirming that the customer's prepared... The property for treatment. Now let me talk about matching the graph to the property. Believe it or not, why do we pay attention to those things? Because guess what, folks, we've treated the wrong property in the pest. And you may think to yourself, self... "They just got a free treatment from us, they should be happy, right?" No, some customers don't want a product or material used in their home. And we've just gone in and drilled their driveway, maybe they don't want that drill to the garage or whatever. And now you're probably thinking to yourself, "Well, the homeowner needs to be home, so it really wouldn't matter, you know, they would tell us we're at the property, right?" Suppose it is a customer who is a, excuse me, an individual who was renting the home and they think the landlord hired them. We mentioned this and spend time on it because we've treated the wrong home in the past. So make sure that the graph matches the property. Now in week one in the matrix IVOD, you should have... Should have, should have watched... That training in know what a knockout factor is. So the number two on our list is knockout factors. Now chat in and tell me what are our two knockout factors. There are two of them. So what are our knockout factors? Okay, Anthony says a spring. Anthony is partially correct in Jonesboro. So... Spring and Styrofoam, like a cooler, Gregory? A spring like on a car? Come on, we need a little bit, no, it's not siding below grade, that is not a knockout factor. Give me the whole names of them. Joshua, you're closer. Okay, it is a spring or stream under the foundation. Now I'm not talking about a little water which got in the crawlspace because we have 3 inches of rain during bad thunderstorms in Atlanta, in the spring, or all over across the mid part of the country looking for bad storms today. So I'm not talking about a lot of rain that suddenly came down, we got a little water in the crawlspace. Ah, I'm not talking about that, I'm talking about water which is constantly moving. You know, a regular source of water... Regular source of water, even when it start raining out. So that's a spring or stream under the foundation. And then the next one, so some people said the word Styrofoam, like a cooler? No, it's not like a cooler. What is it, folks? What is it? Come on, chat it in for me. So we're looking at a spring or stream under the foundation... And not these Styrofoam sightings and wall, Joshua, you don't have the right words, but you have the right thing. Styrofoam, there it is, Gregory, Styrofoam molded foundations. So Styrofoam molded foundation system. Let me show you what this is, because not everyone is familiar with it. This is Styrofoam molded foundation. So what this is, essentially it's like building blocks. Stormy, can we got a wider shot on this. Yeah, there we go, thank you, Stormy. So this is Styrofoam molded foundation. So what happens is the builder will pour a foundation, pour a footing, and then he'll come in, and he will stack these things, sort of like little Lego building blocks or something. And they'll come along and put another one right on top of it. It has a tongue and groove in there. Okay, now, we got to turn it sideways here, then the builder comes in and fills this stuff with concrete. So you've got these things resting on the footing filled with concrete, it's pretty sturdy, you feel this stuff with concrete, this is really heavy, heavy duty Styrofoam. You fill it with concrete, so it becomes... Hello, can you see me there? It becomes very rigid, very firm. Good sound characteristics, good energy-saving characteristics, but guess what, folks, termites don't eat this stuff, but they tunnel through it. And when they tunnel through it, remember, this is going down to the footing, it can get them safe passage through any chemical treatment zone that we've tried to establish, not a barrier, we don't do barriers anymore. So chemical treatment zone that we've established. So Styrofoam molded foundation system... And spring or stream under the house, it can be used on different types of construction, Robert, not just basements. So a knockout factor is a condition that prevents us from treating it. So it prevents us from treating it. This means, we're not gonna treat it. If a customer has two, excuse me, it has either one of these two items, we will not treat it, okay? That means, uh-uh, we're not gonna give them a treatment with no guarantee, we're not gonna put it in a baiting system. We're not gonna do anything, we're not gonna treat it. Remember, we talked about Rollins itself being a regulator. Well, Rollins as a company has this regulator, has decided that if a structure has a spring or stream under the foundation or Styrofoam molded foundation, we as a company will not treat it. There's no waiver on it, there's no discussion, you can't go back and get special permission from your branch manager, we are not treating it. No, zero, zilch possibility of us treating it. So if there is a knockout factor, sales inspectors, you need to be familiar with it, so you can identify it. Service specialist, when you're doing your initial inspection of the property before you start treatment, if it is... Either one of those things is present, we are not going to treat it. Okay. So a Styrofoam molded foundation system and spring or stream under the foundation. So let's do a little review. Which of the following are knockout factor? Siding below grade, spring inside the foundation, stucco below grade, Styrofoam molded foundation system. You should be able to recognize it, Royce. It's not used in all parts of the country yet, so it may not be in your area, I do not know one way or the other on that. Okay, let's take a look, and believe it or not, we had a few people answer the wrong things. Remember, I just went over them, I just told you the answer. Styrofoam molded foundation system, or spring or stream inside the foundation. That means no baiting, no treatment, no nothing. So, service specialist, if you were to find a knockout factor when you go out to a property to treat it, you immediately, you do not treat, you call your branch or service manager, get them involved. So let's look at another review question. If you find a knockout factor, you should call your manager, treat the property, or tell the customer we cannot treat their property? Looking at the answer, well, thank goodness, no one answered B. You can call your manager if you want before hand or you can tell the customer we cannot treat their property. Either one is fine, as long as you didn't choose B, treat the property, because we do not want to treat that property. No, no, no, no. Ah, ah, ah. We're not gonna do it. So again, if you want to call the manager first, branch or service manager, get them involved in the discussion or you want to tell the customer, "We're not gonna treat it." Either one is fine. Just don't treat it. Now remember, our sales inspectors should set expectations for the customer's responsibility. Now the customer has some responsibility to prepare the property, and, sales inspectors, you need to let them know what their responsibilities are when you sign the contract. So okay, "You're gonna need to clean out the garage, and you're gonna need to do this and that." And then, sales inspectors, it's your responsibility to call the day before to make sure all the customer preparation has been handled by the customer. So what are we talking about here? Well, we're talking about things such as making sure that items in the garage are moved away so that we can treat them. So everything has to be cleaned out. Now, you know, for instance, Stormy... Her garage is filled with boxes of hair care products and nutritional supplements. Now if we were to go into treat Stormy's house, it would take a probably an hour to clean out all those hair care products and nutritional supplements. So we would need to make sure Stormy understands it's her responsibility to do that, and then, sales inspectors, you should've called her the night before to make sure that's done. 'Cause you don't want somebody call in and, you know, get out there and go, "Oh, I forgot to do that or I hurt my back or whatever and I didn't get a chance to do it," or, you know, whatever. Okay, so moving items in the garage. Removing deck boards, remember, we have to have... If it's a low deck, we have to have access to that to provide proper treatment. Cleaning out cabinets and under sinks and vanities, moving furniture away, and pulling carpet back from the wall. Now new carpet is less than one-year-old, so if the carpet is less than one-year-old, the customer has to do that themselves. Why? Because the carpet doesn't have memories of the way it was. No. It has to, it has to have memory. Okay. If it's less than a year old, it's not fully stretched out and won't remember where it supposed to go back. It's over a year, it's fine, it will remember that. Okay. So we're gonna chat more about that in some other modules. But less than a year old. Okay, so here's a question for you. Chat it in for me. What do you do if the properties not ready for treatment? What do you do? Reschedule, reschedule... Call the manager, tell the customer we need to reschedule. Okay, you know, it depends on what you find. Gabriel, I'm gonna chat about that in just a minute, that's a good point, Gabriel. So if it's... Yeah, and also, Royce, that's true, you could try starting on the outside while the customer prepares it. For instance, if Stormy didn't clean out under her sink or her kitchen cabinet where we need to get in, perhaps you could be trenching on the outside while Stormy does that. So if it's something relatively minor... The customer can go ahead and do it while you're doing other things in the house. Now Gabriel brings up a good point, okay, if it's not too bad to assist. Now, let me chat on that in a minute. Remember, folks, one of the primary injuries that we encounter on the job is those lift injuries, the pull and the twist. We don't want you moving boxes and I talked about that on Tuesday. Remember, we don't want you moving boxes. Couple of reasons, number one, and most important, you can hurt yourself, we don't want you to get hurt. It's the number one injury that we encounter. Second thing is if we move that boxes or something like that, and, you know, if a box has been sitting on concrete for a while, chances are it absorbed a little moisture and the structural integrity of the box may not be as strong as it once was. And the bottom could fall out, and then, you know, whatever's in there might break and they're gonna expect us to replace it. Okay. So our policy is not to move things. Now if a customer's elderly or a senior citizen or has some sort of disability, and they need a little assistance moving a few things, we're not heartless people, we can help them move a few things, but help them move it. It's not our responsibility to move it. So if it's just a couple things, a small amount of stuff, customer, senior citizen, has a disability, certainly, we can lend some assistance there. But if it's a box, a garage full of boxes of hair care products and nutritional supplements, we're not gonna do that, Stormy's gonna have to clean it herself out. Okay. So... Okay. Yeah, exactly, you don't want to go back out there, if it's not necessary. Absolutely, you're there, go ahead and you know, how much time have you wasted, then you have to reschedule or call another customer, see if they're available to go out and do the treatment, you know, it's a mess. So you want to make sure that if at all possible, you can do that treatment then and there. Now one of the other things that you need to make sure you know about, and I chatted about this the other day, is locate the water cutoff. It should be noted on the graph, but service specialist, you need to confirm the location of the water cutoff. We chatted about this the other day, and we bring it back up again, and you're gonna hear about it next Tuesday with Tim Myers, the great mustachioed one, he will be with you... To talk about graphing. Okay, the graph needs to have that on there, and you need to confirm it before you begin, and that last point, don't ever begin drilling without knowing the water cutoff location. So because if you hit a pipe, and I've done it, as I told you, you need to be all shutoff the water very, very quickly. Now... Some locations in municipalities require the use of utility location service, we mentioned this the other day. So you need to talk to you branch or service manager to find out if you are in a location that requires the use of the utility or location service. Okay. So if your branch has to use those utility location service, call them, okay. Check with your branch or service manager. They will begin to know. Okay, so those are some of the things that service specialists need to confirm before they ever start the treatment. You don't want to get through, you know, halfway through the treatment and find out, "Oh, you know, garage isn't prepared." You know, check these things upfront, it can save your time ultimately down the line. So I want to chat now for a little bit about the initial inspection. Now this is typically the job of the sales inspector, this is a first-time inspection, remember, these aren't our customers, so we haven't been out there before. So chat in and tell me why we perform these inspections? Sales inspectors and service specialists, too, why do you think we perform these inspections? Okay, to assess current conditions of the property, that's a good one. Remember, this is an inspection we're going out to do, now that it's been sold, so we're going out there, excuse me, this is the first time we've been out there. So we will know what we need to do, good. To see if it can be treated, yep. Sales opportunities, assess conditions of property, make sure it can be treated. And still be profitable. Okay. Required in the sale, see if there's something else we can sell, okay. So when we're out there, we want to look and make sure that there are no knockout factors. Sales inspectors said that... You know, you need to check that first. Remember, that's your job, you're the first one out. You're supposed to be looking at that. And then determine the construction types, what are we dealing with it, is it a monolithic slab, is it a floating slab, suspended slab, you know, what type of construction do we have? Is it basement crawlspace? And then identify activity and damage and maintenance issues and conducive conditions, all those things that you were chatting in earlier, you know, all those things. And then establish a baseline of the current conditions of the property. Establish a baseline, this is important, okay. So chat it in and tell me, why you think it might be important to establish a baseline on the current conditions of the property. Just chat in some ideas. So... Why do you think it's important to establish a baseline? Why do we want to establish a baseline on the property? To protect against litigation, that's a good one. To know what the service to propose, to record the original issues, for warranty issues. Use conducive conditions more, correct. Starting point for future service, that's a good one. So when you look at these things, it could be legal issues. Now... Remember, I was a former regulator, I've told you that several times... And I've been subpoenaed for court cases... Not willingly, they had to subpoena me to serve as an expert witness. And I've... Some of them involved Orkin... And I can remember some of our graphs blown up poster size, you know, big thing, big poster size to show to a judge or jury. Now you have to remember, anything you write down... Anything you put on there, becomes part of the legal documents. So when you're preparing these... Graphs, when you're writing down notes, putting them in your inspection app, they become a legal record. You know, so keep that in mind that anything that you generate becomes a legal thing. But it also prevents future claims. Now if we were the type of company that say what crawled in the crawlspace and found infestation right in the corner, right where we crawled in and stopped there... And we just noted that infestation in that one location and didn't do a comprehensive inspection, we might've missed an infestation on the other side. Well, a few years from now, they're doing some home remodeling and there's termite damage in that location. If we didn't put that second location on there, we could be liable for some of that. Homeowner would certainly have a good case in that area. Don't you think? So could prevent future claims by doing that comprehensive inspection. And then it also creates a record of the conditions to request a conditions conducive. And we chatted about that this morning. We always have to document it. So if we tell Mrs. Smith that she needs to get the debris out of her crawlspace and she doesn't do it, we have a documents record that you know we've told her to do that. And then also, and this held to some of the things that you were talking about earlier in your chats, establishes that baseline. So future just sales opportunities. We go in and establish a baseline of the insulation in someone's attic and a couple of years later, you know, insulation will settle out overtime. Maybe it's okay today, but just okay. Maybe in a few years, it's compressed a little bit. Maybe we need to get some more insulation in there now. So that baseline establishes that for us. "Okay, Mrs. Smith, it was here, three years ago, five years ago, and now it's down here, well, we probably need to get some more in there." And also moisture levels, remember moisture levels. You know, they can change overtime, too. So good answers on that, good answers on that. So a baseline, here's a list of what I was just talking about, legal issues, prevent future claims, it records a request to correct conducive conditions and establishes that all-important baseline. So I'll leave that up for a moment so you can copy that. So let's take a look at doing some inspection basics. Now... So you want to look, you know, be on time, obviously. If the customer is there, they might be taking time off from work, using their vacation time, leave without pay, whatever, we have to be very respectful of that time. So be on time. If you're going to be late, call them as quickly as you know you're gonna be late. We say between 8:00 and 10:00, if we say we're gonna be at somebody's home between 8:00 and 10:00, when do they really expect us there? Chat that in. We say we're gonna be at someone's home between 8:00 and 10:00, when do they really expect us there? 8:00, 8:00, 8:00, 8:00, 8:00, 8:00, 8:00, 8:00. Okay, I'm gonna put the slide backup in a minute, but let me just tell you that. Ah, Mark, you're... 7:59. Mark in Durango, let me... I don't know about you, but if someone says they're coming between 8:00 and 10:00, I'm ready at 7:45. In case, they're a few minutes early, I want to be ready. So I've gotten up, and I've got myself dressed, and I am there ready, in case they show up a few minutes early. Probably most of you are like that. You don't look at them at 7:55 and go, "It's too early, you're not supposed to be here for another five minutes." No, customers don't do that. Okay. So they expect, they're ready probably 7:45 for you to be there. Now... 8 o'clock comes, "Well, they're not here yet, I got up early." So, you know, 9 o'clock comes, just like, "Well, I could have slept in bed another hour, I wish I'd known. Oh, I'd my day off, I took time off." Now 9:30 comes, "Gee, I wonder if they're coming, you think I should call? I don't know, maybe." You know, 9:45, they're like, "I've wasted almost two hours here just waiting for them." You're pulling the driveway 10:00, excuse me 9:59, yeah, it's like, "Okay, they're here on time. I wish they would have let me though. Could have stated it better." You know, okay, so keep that in mind and let the customer know. You don't want to get a phone call, if we're supposed to be there between 8:00 and 10:00, you when we get a call at 9:50 going, "I'm gonna be about an hour late." Well, the customer's just waited around done nothing. So let them know as soon as you know. People understand that things happen. Vehicle problems, it could be traffic congestion, if you're living in a major metropolitan Atlanta area, excuse me, a major metropolitan area, they understand that traffic can backup at unexpected times. Here in the Atlanta area, the Learning Center sits right near an airport, municipal Airport. And last year a plane took off from these municipal airport... Right near where we are. The Learning Center sits right near two major intersections, I285 and I85. Plane developed engine problems and crash landed on I285, which circles the whole city, shut down traffic in both directions for a day. You can imagine the traffic nightmares. And if something like that happens, the customer's gonna understand, "Yeah, not much we can do about that." So... 10:01, the BMT gets a call, it must be a BMT, Mark. So if something happens, offer to reschedule. Now the other thing is act like you want to be there... You know, act like you want to be there. So don't go, "Hi, I'm Jim, I'm here to do your inspection." I don't care whether it's the first inspection of the day or fourth or fifth one, act like you want to be there. Remember, customer doesn't care that you've done two other or three other inspections and it's hard out there, they're concerned about their home and they're taking time off. So be enthusiastic and always look good, 'cause every girl's crazy about a sharp dressed man. So... Okay. Now... One of the other things is that a customer must be home during an inspection. So chat in and tell me... Mark, when you get here for your training, from some of your training, make sure you're stopping and say hello to me. So when you... Customer has to be home during inspection, why? Chat that in for me, why does a customer need to be home? To make decisions based on the findings, to make a proposal... Both absolutely correct. So they know you were there, and you can present your findings. So they know that you conducted the inspection, trust issues. So what are you gonna do out there? Ah, Stephen, interesting one, we'll come back to that in just minute. Open up areas that are not usually accessible, correct. Yeah, so customer must be home to give you access to all areas. Now what are the questions that you need to ask the customer? "Are there any areas that you do not want me to inspect?" "Any rooms that you'd like me to not go into?" Now suppose, they have a sick child at home that day or an elderly parent that lives within, they could become very confused if you went in there. Yeah, just let them know. Maybe it's a mean dog behind door number one. Yeah, you want to know about that. So also to answer your questions that you may have about that. That allows you to explain your findings to the buying power. So, you know... What you're gonna do? Allows you to explain your findings to present solutions. Okay... So all of those reasons that you said. Now what are some... Buying power, buying questions? So we talk about having the right people present, but what some questions that you would want answered? What are some questions that you would want answered? What are some qualifying questions that you would want to ask a customer? So you're going out there... And hopefully, you found some of this information out on the phone before you make, before you come out there but... What kind of questions do you want to know, what are some qualifying questions? Recent issues, have you seen the activity? Are all the decision makers present? Oh, that's a good one, Anthony, that's what I'm getting at. Are you the homeowner? Bernie, I'm gonna come back to your comment in just a minute, okay. How much time do you need to get... Okay, so I saw some good things that that there. So what qualifying questions, how long have you own the home? When was the last time you had an inspection? And who will be involved in making the decision? Those are some of the types of questions that you want to establish the buying power. Now how long have you own this place? Maybe it's like, "You have a beautiful home here." Now sales inspector, I'm gonna give you a tip, write this one down. Sales inspectors, write this one down 'cause this is the best. I've been involved with a lot of sales classes, and this is the best line I have ever heard come out of an inspector's mouth during our practice rounds, okay? Write this one down. "You have a beautiful home and I can understand why you'd want Orkin to take care of it, or Rollins to take care of it for you." I thought that was the best line I've heard from any sales inspector. "You have a beautiful home here, and I can understand why you'd want us to take care of it for you." Write that one down. Okay. Now so how long have you owned the home? That's the kind of a brutal. So "You have a beautiful home, I can understand why you'd want us to take care of it for you." "I'm just curious, how long if you lived? Or how long have you owned the home?" Not how long you've lived. See I almost said that, not how long have you lived here, they could've rented here for 5 years or 10 years. "How long have you owned the home?" "Oh, I don't really own it, I rent it." Okay, what does that tell you? They're not the people with its buying power. Then when was the last time you've had an inspection? "Well, you know, XYZ pest control company came in, they, we're actually under contract with them, I just thought I get a second opinion." That tells you something else, too. Now let's get back to one of the earlier comments. Who will be involved in making the decision? Okay. In today's society, we have to be very careful. Not all families are husband and wife and two children. No, no, no, no, no. So avoid, you know, "We want your husband there or we want your wife there." Avoid those types of things because not all family members are like that. There are same-sex couples, now married couples, legally-married couples, who own homes together. So you don't want to offend a couple by saying, you know, "When will your wife be home?" And it's like, "I'm gay." That can create a tense situation that doesn't need to be there. There are situations where friends may own a home together, or maybe a brother and sister, you know, Mom and Dad passed away and left the home to both of them, and they both lived there. So don't, exactly, don't pre-judge, don't make the assumption that it's always going to be... A husband, a wife, and two children at home because that's not necessarily the family today. There are many people who are unmarried that own homes. Don't say you know, "Your wife, your husband going to be there." "Well, I'm not married." Again that creates that moment of awkwardness that doesn't need to be there. Maybe... You know, maybe Mom or Dad is going to be funding, maybe, you know, the couple owns a home, a young couple owns a home, but maybe Mom or Dad is going to be giving them the money for this termite treatment. You don't know. So just make sure that the people with the buying power are there. Now one other thing that is very, very important. This goes for any type of inspection that we do. We never ever conduct an inspection, initial inspection or re-I, with... Or a treatment, with just a minor child at home. Uh, uh, has to be a responsible adult. So we do not do inspections with just a minor child. Now if you get there, and the child says, "Well, Mom said she's running a few minutes late, but is on the way." You could probably go ahead and start the exterior of the house only, not the interior, exterior of the house only, never the interior. Never go inside with just a minor child present, and then once Mom or Dad gets there, then you can go ahead and do it. So introduce yourself, make sure they are the buying power, don't pre-judge, okay. And again, act like you want to be there, extend your hand, handshake. Okay. So all of those things, we want to make sure we have the... Then you want to describe the inspection process. Now for the average-size home, it's gonna take you about 45 minutes to an hour, let them know. Termite inspections and termite treatments are a very blind item for most people. In that they do not have a whole lot of knowledge and expertise in this. This may be the first time they've ever had to deal with something like this. So you want to let them know how long it's going to take. Tell them it's going to take 45 minutes to an hour. Now you may get, you may get this also, "Well, I already had XYZ out here, and they only took about 15 minutes to do the inspection." Here's how I might handle that. "Well, I can't speak to the inspection that XYZ did. But I want to assure you that I'm going to treat your home like I'd want my own home treated." Whoa, it's pretty powerful. "I can't speak to how what XYZ did, but I'm gonna treat your home, I'm gonna inspect your home like I'd want my home inspected. I'm gonna give you a whole home inspection." Yeah, let's see somebody top that, okay. Let them know that you're going to inspect the outside first and then come on the inside and inspect all interior rooms including the basement attic later on. Okay. So again, ask them, "Are there any rooms that you don't want me to inspect?" And look at this last bullet point, "Would you like to accompany me on the inspection? Would you like to accompany on the inspection?" If you invite a customer to come along with you, what does that say? Chat that in for me. You invite the customer to come along with you on the inspection, what does that say? A good working relationship, it's evolving, transparency, you're all on the same page, nothing to hide, open and above board, trust, yeah, it's just open communication, establishing that relationship. Now many customers are going to have, you know, two to three, four estimates out there. If you're the only one that invites them along, "Whoa, why did Orkin or Rollins invite me along, no one else did?" So we invite the customer along. Who do people buy from? Well, people buy, if you listen to the old statements, people buy from people that they like and that they trust, like and trust. Now there's a third component to that, too. People that they think thinks like them. Let me explain what I mean by that. Okay, excuse me, my earpiece keeps falling out today. People that they think thinks like them. We're in a election-year... Don't get involved with political discussions with customers. "Yeah, well, I'm not going to vote for that person, I'm gonna vote for this one." Well, you've just alienated the customer. You don't discuss religion, you don't discuss politics. As I said the other days in some parts of the country... Football is almost a religion." You know, if they got they have an LSU sign up, you know, flag in their yard and I come in and go, "I'm from Georgia, we're gonna kick your butts next year in football." You may mean it kiddingly, but guess what, you may have just alienated that individual. So don't even kid about sports. Okay, because some people take it very seriously. Avoid controversial hot button topics, religion, politics, in some cases sports. Talk about the weather, talk about the pollen levels, I don't care what you talk about, keep it neutral, okay. So people that they like, trust, and that they think thinks like them. Now if you invite somebody along... Most times they're gonna go, "No, that's okay, but at least you made the offer." Okay. At least you made the offer. Obviously, if someone is... Has a disability that would limit their mobility, maybe that's a question you want to leave out... But don't just assume that they don't want to go. Don't assume that somebody wouldn't want to go into the attic with you or crawlspace with you. And here's why. Some people are afraid to go into those places. I'm not just talking women, I'm talking men, too. They may have owned their home for five years and never been in the crawlspace because it's dark in there, and they don't know what's going on in there, so they've never been in there. There's people like that, we think, you know, it's no big thing to go into a crawlspace or an attic, but there's a lot of people even in their own home that don't want to go in there. Now if you're with them, they may feel a certain level of safety if you're inviting them along with you, they may like that and revel or relish the opportunity to go in there because they've never been there, they own it but they've never been in there. So now... If you do, you might need an extra pair or set of equipment for them, we talked about equipment the other day. Carry that extra pair coveralls with you and have an extra flashlight... You know, like a little joke, "We're gonna make you an honoree Orkin or Rollins inspector for the day, so put on the crawl suit, let's go." Just assume, you know, don't assume that because someone's, you know, 65 or 70, they don't want to go, they may very well may. Again, if someone's got a disability that would limit their mobility, probably wouldn't ask question, but just ask it. Most times, they'll say no, but at least you've opened the door to that. So some benefits of taking them along as you have chatted in, it builds that relationship, it builds that trust. We can educate the customer... We can point out maintenance issues, we can answer their questions. Point out maintenance issues... Point out conditions that are conducive, okay. Now in a lot of cases... Your customer is not gonna want to go with you, but that they're just gonna go no. Take pictures, remember, on all of our inspections, we need documentation. And your documentation should be a walking tour of the property, of things that you find. So you find infestation, take a picture of it. You find high moisture levels, you take a picture of it, with your moisture meter sticking in a piece of wood or up against a piece of wood. We find conditions conducive to infestation, activity, whatever it is, we document it with photographs. Remember, your photo should be a walking tour of the property and problems that you've found. Always keep that in mind. Okay. So now I'm gonna ask you a question. Stephen, and what happens if you get into a crawlspace and animal attacks you? You would certainly want to get out there in the best way possible, Stephen, I don't have the exact, I can't give you more information than that. You would want to, you know, extract yourself from that situation as quickly as you can. But the customer may not know that animal's in there. Okay, so extract yourself from that situation as quickly as you can. Now I'm gonna put up a question, and I'm gonna ask you to chat in something, but I don't want the word flashlight used, because everyone's gonna say flashlight. So I'm gonna ask you, what five tools must you have to conduct a proper inspection? I know flashlight, that's always the one that everyone chats in, so other than a flashlight. Graph, clipboard, camera, moisture meter... Screwdriver, bump cap, Phone... iPad... With HomeSuite... Tyvek suit, digital camera. So we have some good answers here. Digital camera, remember, we are taking photographs. As I just said, you... This should be a walking tour of what we find. Okay. Moisture meter, we chatted about that earlier, you have to have a moisture meter, flashlight obviously, iPad, long screwdriver. You can also have such other things... Extra batteries, extra flashlight, and coveralls if you're inviting your customer to come along with you, an ice pick or hacksaw blade. Remember, termites follow natural and man-made grooves and things, like the space between two 2x4s nailed together, hacksaw blade can be very helpful in that area. Measuring wheel and tape measure, okay, all of those things. Now, termite specialists should also carry a clipboard, inspection report, and graph paper. But you're thinking to yourself, "Jim, I have an iPad with HomeSuite on it, with the inspection app, I don't need graph paper and a clipboard." Why is that not the right mindset? Chat that in for me. Why is that not the right mindset? So why should you always have graph paper and clipboards inspection reports with you? Yeah, technology fails, your iPad goes down, ah, Royce, that's a good one. I'm gonna chat about that. Tech doesn't always have an iPad, iPad dies, batteries go dead, and iPad stops working. Yep, that's exactly it. So technology doesn't always work, you need a backup. "Gee, I'm sorry, I can't document your report and show you everything, because my iPad is not working." No, okay, here's the other thing. Some of your customers that you're going to go to are going to be senior citizens. Not all senior citizens embrace technology. Millennials and Gen Xers, they expect technology. Baby boomers like myself, some of us embrace technology, yeah, I'm one of those. Some hate technology. Seniors, you know, the World War II era people and, you know, once that were around as adults in the 40s and 50s, they probably don't like technology that much. People are comfortable with the level of technology that they grew up with. There weren't a whole lot of computers back in the 40s and 50s. So some seniors don't like it. Now how... But some seniors love it. Now how are you going to find out... If they want it on graph paper, or they want it emailed to them or on the iPad. Chat that in for me. John, you'd hit the... One word, John got it first. You ask... Pardon me. You ask them, a simple question. If you're dealing with a young person, technology is assumed. You're dealing with the senior citizen, don't assume they want technology. Here so let me imagine this was the iPad. So let me show you here what we have. You know, like, don't assume because there's a computer sitting in the house that they embrace technology. That may be a computer, an old computer that one of their children gave to them, and they don't want to turn it on because they're afraid it will blowup if they do. There are some people like that. Okay. So you ask them. "Would you prefer this electronic or would you prefer it on paper?" Just ask the question, they'll appreciate it. "Oh, I'd much preferred on paper. Thank you so much." Okay. So just ask the question, okay. It's really not that difficult, so you just ask. Be polite about it. Again, if they're not embracing technology, they'll really appreciate it. Okay, folks, so we are at a good stopping point here. Now Miss Stormy is going to put up a nine-minute countdown clock again. Why do we have nine-minute breaks during our modules? Because there are not 10 and there are not 8, so there have to be 9. So I'll look forward to seeing you back here promptly in nine minutes. Well, welcome back, everyone. Hope you enjoyed your break. Now we're gonna continue our discussions on inspections by looking at some of the most critical areas that we need to observe. Now we went to our claims, people, and they put together a list of based on our claims, our claims, so when we've had a re-I or excuse me, a re-infestation... We've had a re-infestation on a property, they put together a list of the six most common places. Now termites can occur in other places, I recognize that. But these are the six most common places where termites show up based on our own claims. So and we use the term or the acronym SPICED, to help us remember these. And it stands for Settlement cracks, Plumbing penetrations, Infested areas, Chimneys, Expansion joints, and Dirt-filled porches. So the first on the list is settlement cracks. Now settlement cracks, we know that termites follow a natural and man-made channels and grooves, they like that. Now we normally think of a settlement crack as occurring on slabs on the horizontal. But here you see one in a poured-foundation wall... Poured-foundation wall, and the termites could go up, follow that directly into the wood. So settlement cracks are not only on the horizontal, but they can be on the vertical, as well. So first one, settlement cracks. Now we say if I were to ask you chat in and tell me, chat it in and tell me, how big an area termites need to gain access? So how big a crack do they need to get in? How big a crack do they need to get in? Chat that in for me, based on your information. So good, so I'm seeing 32nd, 16th of an inch, remember, a lot of Americans including myself have trouble understanding what 32nd of an inch is. This is my business card, that's the thickness, that's about 32nd of an inch, right there. Okay. It's not much. Remember, the thickness of a business card, most people can easily get that, okay. So thickness of a business card. That's a reference point that you need to give them. Thickness of a business card. Oh, Royce said, "It depends on the situation as to what..." I don't want to get into treatment specs in this module, okay, so that would be for another module, but it depends on the situation that we're looking at. That's just a small picture and I have trouble doing that. But foam, we're gonna be discussing foam in rather great detail in the later module. So let's say that until that later on. Okay. So that's yes. So the next thing we're gonna go to is P, plumbing penetrations, plumbing penetrations. Now taking a look at this, plumbing penetrations. We know that the termites can get through that very small crack. Okay, termites can get through a very small crack. I have a project for you, the next time you're in an area that has slab homes under construction, I want you to stop and look at those slab homes under construction. Areas where the slab has been poured but it's not the walls or not, it's not completely dried in yet, sheet rocks not up. And I want you to count the number plumbing penetrations that come through a slab. In a bathroom, you'll have several waste and supply lines. In the kitchen, you'll have waste and supply lines as well, maybe multiples thereof, if it's a big kitchen. Laundry room, you're gonna have waste and supply lines as well. You may have other utility penetrations, cable, electric gas lines coming through there. So there is a whole bunch of plumbing penetrations that come in there. Huh... All of those. I want you to think of that as sort of a gap in the shield. If the termite, excuse me, if the slab itself has a shield against termites, well, there's gaps in that shielding. The shields are down, Captain. You know, you've got the, you got these breaks in there, that allow termites to gain access to it. Royce, no foam, but they chew through it just like they do Styrofoam material. That's not gonna be an effective barrier for them to keep them out of there. Now we're gonna talk about using Termidor as a foam later on. So plumbing penetration, there's a lot of plumbing penetrations that can go through a slab. And they can all allow termites to gain access in there. So we've talked about S, P... Settlement cracks, plumbing penetrations, I, infested areas. Now we know that there's certain things that favor termite development, termite conduction, termites being allowing conducive conditions. If something allow termites to get through there in the past, if there was infestation in that area, in the past, there's a good chance that that area could become infested again, that condition might still be present. So if an area has had termites once, it certainly warrants a close inspection again. Now how do we know if an area has been infested in the past? Chat that in for me. If an area has been infested in the past, how do we know that? John, you are spot on, on the graph. Remember, our graphs have to be accurate. Okay. Our graphs have to be accurate. They have to depict all areas of infestation. So we would be looking at the old documentation. And then, obviously, if you saw evidence of old mud tubes or damage or something like that, but obviously the graph is going to be your main source of that information. So that's S-P-I. C, now chimneys are really big problem. I want to show you a video of a chimney, and then I want you just watch it, just watch it, and then I'm gonna chat about it later on as we go through here. So S-P-I-C. Okay, so that's a real masonry chimney, I'm not talking about prefab chimneys in this case, I'm talking about real chimneys. I want you to watch this again, and then I want to chat about something. So let's take a look at this again. This is a chimney, this is here at the Learning Center, and our termite pavilion which is a foundation without a real house on it. But look right there, look at all those gaps, those void areas that termites can come up through. There's a lot of them, right in that area. That's the main area I wanted to you to see. Miss Stormy, can we go over the document camera one moment, please. So I'm turning sideways because I'm gonna meet her over there at this camera. She made me do that cute picture in a picture thing that she does sometimes. She can insert my face in over the picture here and let's see if she does that today. So I want to show you, what a builder might do some times. Now one of the things that you're going to find out about me is that Rollins did not hire me for my artistic ability. Okay, say you have a concrete block wall here. So a concrete block wall. And the builder builds the main foundation and then decides to put a chimney in there somewhere. Okay, so he puts the chimney in there. So essentially, the builder will come in and construct, again, this is a real chimney, not a prefab. Construct, essentially, a dirt-filled porch on the outside, and then one on the inside as well. So this is a chimney, this is a hearth. Okay. Now, so we come along here and we treat, and we treat, and we treat. Yeah, we come in here and treat this whole thing, we're good, aren't we? Yeah. So, well, that's what we do. What we do about this? Do we have some way to come in and treat this void? Hmm. That's a problem, isn't it, 'cause we're not delivering our product and material to this area here. So that's one of the reasons that chimneys can really, really be a problem for us. So chimneys are a big issue. Again, based on our own claims... Wide variety of void areas that we have difficulty getting access to, to provide a proper treatment. So S-P-I-C. E, expansion joints. So expansion joints essentially a readymade crack on the slab. Dr. Brian Forschler at the University of Georgia is one of the foremost experts on termites in the country. He along with a host of other ones, I'm not saying he's the only one, but, you know, there are many good termite researchers, but he's one of them. And I had dinner with he and his wife not so long ago. And we're chatting about this and he confirmed something to me that I heard him say, on a Tech Topics with Dr. Ron. So they said this on Tech Topics and I confirmed it with him earlier this month. He said that in slab homes with expansion joints, at least 80% of the infestations come through expansion joints. That's pretty impressive. So on slabs, at least 80% of the infestations occur via expansion joints. Now you look at something like a floating slab, it's one big massive expansion joint. So that can be really, really a problem. So expansion joints, S-P-I-C-E, and then we get into dirt-filled porches. Dirt-filled porches are another big problem for us. And when we get to the module where we talk about foam, we're gonna show you how foam can be very helpful in treating them. But I just want you to look at this video that I'm about to show you and it is also here at the Learning Center at our termite pavilion, we have dirt-filled porch... But half of the slab has been cut away. Now when a builder constructs a dirt-filled porch... Pardon me, builder constructs a dirt-filled porch... Well, it's not supposed to throw, you know, building scraps in there, lumber and things like that, soda can and lunch bags and things like that. They're not supposed to go in there, but sometimes they do. And then they will come in and fill it with soil and they'll pour a slab on top of it for dirt-filled porch. Well, overtime, this soil subsides and compresses naturally. And any scrap lumber or something in there probably will decay overtime as well and collapse. So you have the soil pulling away from the bottom of the slab. And that's the problem. Take a look at this video. So that soil as you saw and that's one part, I'm gonna show it to you again. So you have the whole dirt-filled porch except in this one, half has been cut away, that soil right here, it's been cut. Excuse me, the slab has been cut away, but look at that soil, it's compacted, it's pulled away from where it originally was. We didn't go in there and excavated it. It just naturally did that. You know, that's trash-filled porch, exactly. So these provide problems for us. And when we get to the module where we talk about foam, we'll talk about why foam may be a better option than a liquid in that case. So but those are the areas based on our own claims, where we have had significant problems. Okay. So I want to do a couple of review questions. Based on SPICE, based on the areas that we were just talking about, settlement cracks, P, plumbing penetrations, I, infested areas, C, chimneys, E, expansion joints, D, dirt-filled porches. So based on that, based on our own claims, which would be critical inspection areas? Okay, again, based on SPICED, based on SPICED, it would be A and C. I acknowledge that termites can come up through piers from time to time or on the outside from time to time. But based on our claims, and based on SPICED, it would be the A and C, plumbing penetrations and expansion joints, A and C. Let's try another one. Based on SPICED, which are critical inspection areas? That was a pier. So based on SPICED. Okay. Most people say A and B and that would be correct. It would be A and B. Well, they certainly can come up in a crawlspace door wood-to-earth contacts. Based on SPICED and based on our own claims, it would be A and B. Now when we talk about a structure... There are certain ways we want you to do things. Remember, we've talked about the science behind the why and consistency? There are protocols... In the way we inspect here at Orkin and Rollins. We want somebody in Miami to approach an inspection in the same way that somebody in Seattle would be, somebody in Maine, and somebody in Southern California would be approaching a structure and performing the inspection in the same way. Why? It assures consistency. It assures that things won't get left out. So when we look at an inspection and we all approach at the same way, whether I'm doing it or you're doing it, we're gonna do this the same way, and then we can be assured that there is not gonna be anything left out. So we want to begin our inspection on the outside, and then eventually, you're gonna come inside, starting at the lowest level, crawlspace, basement, first level on a slab, whatever it is and work your way up. And you're gonna look at it in zones, too. So, you know... Sometimes and this goes true for treatment, too. Sometimes, you can look at a structure or a large structure and go, "I don't know how to inspect that. Well, that's too big for me to treat. I'm new, I don't how to treat this." Yeah, you do, if you break it up into small components. "Could you at least inspect this one wall?" "Yeah, I guess I can inspect the one wall." "Okay, could you inspect this wall?" "Yeah, I can inspect this wall. But I can't inspect the whole thing." Why not? You put it together in pieces, you can inspect it, it will all come together. Okay. So break it up into zones, don't be intimidated in treatment or inspections by the size of a structure, because it's not important. You know how to do this. Now here at Orkin and Rollins, we all start at the left front corner and we go counterclockwise. Why do we do that? To assure consistency. Remember, those legal cases that I was talking about? That I was subpoena for when I was with the Department of Agriculture? If we can say that everybody in this company approaches the inspection in the same exact way... We assure that we're consistent. So this is a way that we want you to do this. Okay, so you approach it, start at the front left corner and on a graph, the front of the house is on the bottom of the graph. And then you go counterclockwise. Outside first, lowest level inside, crawlspace, basement, first floor slab, and then move up. Okay. So when you look at these types of things, what are you looking for? I get to that. So when you look at these things, what are you... Hold on, I didn't realize I looked that up. Okay. So when you look at these things, you're looking for a bunch of different things. You're looking for things such as obviously the knockout factors, you'd be looking for those. You'd be looking for the type of construction, you'd be looking for conducive conditions and termite activities and maintenance issues and tubes. So you're examining the trim. You're looking at the gutters, and let me just talk a moment about gutters, folks. Remember, sales inspectors, sometimes, we get so focused on what's right up against the foundation that we miss the bigger picture. You can't see the forest for the trees, so to speak. Sometimes, it's very helpful to take steps back from the foundation. Again, don't get so focused on what's right up there. Yes, we have to look there, but if we can take steps back from the foundation, we might see damage gutters or clogged-up gutters, guess what, we have a solution for your clogged-up gutters. Okay. So look at that, you can see overhanging tree limbs that you may miss if you're so focused on what's right there. So all those things knockout factors, types of construction, activity, maintenance issues, excessive moisture, swarmering wings, swarmer wings, cellulose debris. Remember, if we're doing a re-I on this... And you find some infestation... Don't promise anything, "Are you gonna repair this for me?" That's not your job. Even if I have a damage contract, you're not gonna repair it for me. Let me get the manager in contact with you. Okay, so keep that in mind. Okay. Now remember, we want to take moisture readings... And let me just mention again what I talked about this morning, if you're doing a re-I, if you're doing a re-I in a crawlspace structure, you are obligated to take corners as well as center, all corners and center. So you are obligated to do that. So take moisture readings of any other suspicious area. You want to check, you know, overgrown landscaping and clogged-up gutters which I just mentioned. You know, look for signs of pest or pest damage. You basically want to give this the whole home inspection. Remember, that's what we're promising the customer. We are promising them that whole home inspection. So what else are we gonna look for? Well, signs of activity, damage, those conditions conducive firewood up against the foundation, wood-to-earth contacts. Now make sure that we document all these maintenance issues. Okay, we want to make sure that all these things are documented. I was having a conversation with one of the people in tech services, technical service department not so long ago, and they wanted me to make sure to tell you that they expect this is a tech services and some illegal people we're chatting, and they want to make it very clear that they expect documentation, photo documentation of all these problems that you find. Again, stress that it is a walking tour of the property. So somebody should be able to look at the pictures and go, "These are the five things I've found out here. Here's a photograph of wood-to-earth contact. Here's debris in the crawlspace. Here's, you know, overgrown vegetation or whatever it is. You know, some termite tunnels going up the wall." All those things should be documented. So if you look at a structure... Into this... Which of the following areas would you have concerns about, A, the wood pallet against the wall, B, the firewood, C, wood-to-earth contact, D, overgrown vegetation, E, an expansion joint, or F, foundation cracks. Yeah, basically, you're all in agreement that it should be a little bit of everything. Yeah, it is all of them, it is all of them. So any of these things that you see could be an area that I should be concerned about. So Bernie in South Carolina, did you have a question for me? Okay, apparently, not much, you just hit that the call button by accident, that sometimes happens. Not a problem. So we want to make sure that we document everything, the walking tours, that I have mentioned has to be documented. Now that's on the outside. When we... When we're finished on the outside, we're gonna go in and, in this case, we're gonna go to a crawlspace. Now, does that crawlspace door have wood-to-ground contact? You know, oddly enough, in my experience, a lot of inexperienced people overlook the crawlspace door. Believe it or not, the crawlspace door is often overlooked. I don't know why, it just is. So does it have wood-to-ground contact? Now you can bang on the door to let any of little critters that might be in there know you're coming in. Okay, let them know you're coming in. Something's called crawlspaces home. But what would you be looking for in a crawlspace? Well, things that you might want to look for, I'll get to my slide. You'd be looking for things such as standing water, condensation coming of pipes, you chatted the stuff in before, foundation cracks, cellulose debris, you'd also be looking for your two knockout factors, Styrofoam molded foundation system or spring or stream under the foundation. Standing water, you know, cellulose, plumbing leaks. And what's going on in there? How did that water get in there in the first place? You know, is there poly on the ground? Well, in this picture, you see in the upper left, there's water standing on the poly. If there's water standing on the poly, guess what, that's a bad situation because that water cannot go anywhere except to be evaporated and then more likely absorbed into the wood. If you find water on top of poly, take your screwdriver and poke a hole in it, that way it at least drain out. You think that vent has had some water intrusion from time to time? Yeah, so what's going on out there? Why is water flowing into that vent? Moist insulation, signs of pest activity. You know, so what's going on there? Here's the thing. Here's this thing. As a PMP, as a Pest Management Professional... You're going to develop this power, this ability, this super ability to see things that other people don't. That's gonna be your great power, to see things that other people don't. When I go to visit somebody for the first time at their home, I walk up on their stoop or their stairs or their dirt-filled porch or whatever it is in front of the house, the slab. And instinctively I look down at that slab and see if it's been drilled for termites. And if it has been, how far the drill holes are apart? I just do this stuff automatically. It's like second nature to me. I just do it. That's what we want you to start doing, that's using your powers of observation, that's becoming a great PMP, your power coupled with your knowledge. Your knowledge of pests, of termites and conditions conducive with your observation skills, you'll be a great PMP. That's the power that you have. It's almost like you're a superhero. So you can go home and put your hands on your hips like this, you know, okay. So yeah, that's your ability, that's what's developing in you now is to see these things. To look and see these conducive conditions, to see whether something's right or not or favoring development. Yes, you can all apply for your cape, talk to your branch or service manager about getting you a cape. I don't think so. I don't think he's gonna do that. So but I'm serious about that, that you're gonna develop this ability. You may not have it quite there yet, but that's what I want you to develop. Just look at stuff and see stuff no one else has the ability to see. See things that other people don't. That's what's gonna make you a great PMP. Let me know how that works out for you, John, about the cape, okay. So you're looking at all this stuff. Remember, we've talked about moisture readings and that you have to establish a baseline, okay? You have to establish a baseline, Tyvek's cape. Maybe, maybe on that. Okay, let's take a look at a video, Tyvek's cape. Let's take a look at a video about the specialist in the crawlspace. Okay. So what is our friendly neighborhood Orkin man or Rollins man doing in that picture or that video? Let's watch it again. He's doing something called probing and sounding. And that's a standard of care to which you are held. We know that termites eat the inside of the wood first and then go towards the outside. It may look solid on the outside, so our friendly neighborhood Rollins person there is probing that wood to see if there's any soft spots in there. Now you will also, over time, be able to hear the differences between a solid piece of wood and a hollow piece of wood. But right in that area, you can see what's going on there. Now if you were to look in this crawlspace... Using your great powers of observation, hopefully, you would start to notice some things that are going on down there. So you would see the condensation on that PVC pipe there. You might see mold and mildew, plumbing penetration issues, cellulose debris on top of the poly. It looks like that insulation's come down maybe because it got moist, it got heavy and pulled down from where it was supposed to be. So again, using your powers of observation... You know, you start to see these things. Yeah, it's that hollow sound, Gregory, that's exactly what I was talking about. Yeah, and I don't think that's a great insulation job. You're right, Stephen. So again, that's what we want you to start developing. It's the ability to see these things, when other people don't see them. You can see them. Okay? Okay, looking at our next area, you know, we'd want to go to the basement area, so there are certain things that go on in a basement. Now we have to understand that is the owner's responsibility to move items away so that we can do a treatment or do an inspection. So we have to have access to the entire area. So what are we looking for in a basement? Well, you don't need to chat that in. Okay, so what are we looking for? We're looking for plumbing areas, we're looking along the sill plates. Now remember, if there's a sill plate, somebody's drilled a hole in that slab and left a gap in there, okay, that's again, a hole in that shielding. We also are gonna be required to pull insulation away from there to inspect properly. Obviously, there's been some water intrusion in this house. Now I want you to look at those basement stairs, basement stairs. Sometimes, the builder will build the foundation wall, put some stairs in the basement, going down to the basement area, before the slab is poured. And then the slab will be poured right around the stair stringers if they go down into the soil. You can also find the same thing in garage door, James, on the exterior, if the builder puts a garage door in place and the slab is not yet poured, they'll come in and pour the slab, and the framing of the garage door goes right through that slab. That's a wood-to-earth contact, that is an open invitation. So pay close attention to those things. I don't know that story, Mark. I don't think so. Now just a historical thing. There used to be this device that was out for a while, I'll get back to that slide in just a minute, there used to be this device that was out for a while called an insectoscope, where it was essentially a stethoscope that would amplify sounds and you put on some headphones, and you're supposed to be able to listen to things inside, didn't really work that well. It worked to some degree, you can hear some things, but I've never actually heard that they bang their heads together and you're supposed to warn each other. No, I haven't heard that one. So stair stringers pay very close to get attention to them and also something on garage door framing the garage door jams, okay? So HVAC systems, partition walls, those types of things. So again, pay close attention to them. Other things such as around sump pumps. Okay. So also. Now if we're looking at a picture of a basement, I want you to... So using your powers of observation and then don't chat in anything, but I just want you to think about this for a moment. What areas would I really want to pay attention to here? Don't bother chatting in. Okay. So, hopefully, you picked out some of these areas. So again, the HVAC system unit, plumbing penetration, sill plates, expansion joints. What is a basement? A basement is one big old Hawken floating slab, that's the southern term, big old Hawken. If you're not from the south and unfamiliar with the term big old Hawken, that means a large. That means it's a large, nothing but a big large floating slab. Okay. Okay, now there's an expansion joint there in the lower left corner, stair stringers again. All these things that we have to pay attention to. So what, again, we want you to do... Is use your powers of observation, the more experience you get in this stuff, the better off you're gonna be. Now we're gonna move on to the living area, but I have to remind you that when we go into a living area, we are wearing our shoe covers, our booties. As anyone found the fashion booties, the Orkin red fashion booties, hopefully, you might have some in your office, maybe not, probably aren't there, kind of hard to come by these days. Anyway so we wear our shoe covers because we might've been in the basement, we might've been in the crawlspace, you know, whatever we've been in, we've been outside, we show them, we wear them to show respect to the customer. So we want to take, you know, that courtesy to them. So when you look at inside of a structure, note in this picture on the left that we are not taking the sharp end of our screwdriver and gouging out people's molding around their windows and door frames. They're gonna kind of raise a little bit of a concern, if we go in there and start gouging it. So in this case, it's more sounding than probing. And we use the blunt end of our screwdriver, the handle end to tap to get that hollow sound if it's there. And then if we find something of concern, we can gently probe it. And obviously, you're looking for water leaks and you know, plumbing leaks, things like that. Okay. Also, folks, we want to make sure that we are checking any bath traps that may any existent, maybe in existence, also wood floors over slabs. Now in some cases, you're going to find garages that have been converted into family rooms. Garages that have been converted into family rooms. What's in there? Cracks in the slab, expansion joints, all of these things are found in garages. You know, it's a function not if a slab is going to crack, but when, most labs are gonna crack over time if they're large enough. They're just gonna do it. So you're going to have expansion joints and cracks, and we come in and put a wood floor over that. It's very, very difficult. It is. It's a difficult situation to treat and control them in 'cause we can't get in there to see on the underside of that. So when we have wood floors over slabs, it can be really, really be a problem. Now one of the other things that I want to point out is garage... Excuse me, couple of other things, bookcases, why do I show bookcases, well, books will sit on bookcases for years and years. If it's a wood bookcase, termites get in there and actually eat the books. Behind pictures, pictures sit on walls for years, same thing. I want to talk a moment about windowsills. And this is applicable in basements, it's applicable on slabs, and it's applicable in garages. If termites swarm, they are going to swarm towards light. Now if you're in a basement or a garage, they're going to fly towards the window. Same thing can happen inside on a slab home. So if termites swarm in a basement, they could be swarming on one side of the basement, and being attracted to the light of the window... And they all fly there. So you get there, and you'll say, "Oh, swarmers around a window. Let me treat around the window." Well, they could have actually come from across the room, so be aware of that as well. All right. So just pay attention to that. Now the same thing, garages, be aware of that. Now we've chatted about garages early on that customer's responsibility is to make that available that Stormy's hair care products and nutritional supplements. Yeah, she's gonna have to move those so we can get in there. So here's another view of Stormy's hair care products and nutritional supplements. Again, the same thing with swarmers in a garage, also be aware that plumbing penetrations, a lot of homes will have water heater in the garage or perhaps a washer, dryer combination in the garage as well. Okay. So again, using your powers of observation, you'll start to see things. So remember, we have to set expectations with the customer as we're winding up this module for today, should not have to move items, okay. We don't move items. Sales inspectors, you remind the customer the day before that their obligation is to prepare the structure prior to treatment. And you make a note of any issues that may impact the job. So set those expectations. Remember, in an attic, folks, we do the whole home inspection, sales inspectors, you are required to do that. We're looking for insulation problems. If they do not have enough insulation or it is contaminated by wildlife, we can assist in that area, we can remove the old insulation, replace it with fresh. If they don't have an adequate insulation, we can help in there. As I mentioned before, a lot of people don't go into their attics on a frequent basis. So if we get up there and we find any sort of roof leak, we are not in the roofing business. We're not going to take care of that for them, but we tell them anyway, "Hey it looks like, you've got a little bit of a roof leak up there, you may want to contact a roofer, get them out there to take a look at that for you. We don't want it damaging your roof." Okay. So that is it, folks. We're gonna be following up on these discussions with some other information for you. And so as we go through these modules, it will be sort of a progression. Now on Monday at 10 o'clock Eastern Time, tomorrow, Friday, you are out in the field, tomorrow, Friday, you are out in the field. You are solving problems for our customers. Yeah, have fun doing that. But Monday at 10 o'clock Eastern Time, everyone, Monday, 10 o'clock Eastern Time you were back here. Monday, 10 o'clock Eastern, you are back here, and I'll be with you talking about liquid delivery. So Monday, 10 o'clock Eastern, be here. I know there's gonna be somebody missing, "Oh, I didn't know we're supposed to come Monday." Monday, there's 40 of you in here right now. I want 40, don't hang up on me yet. Forty of you, I want you back in here Monday, 10 o'clock Eastern Time. Tomorrow, you're in the field, have an excellent time. Enjoy your time in the field, solve our customers' problems, learn a lot, develop your powers of observation, and I'll see you Monday morning. Bye.

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Posted by: rbanderas on Dec 20, 2016

NHT Day 04 04 Inspections

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