Section: Sales

Subject: New Fumigation Sales Using Sub-Contractor Labor

Approved by: Tony Massey

Effective Date: 1 June 2013

Last Reviewed Date: 12 May 2018

Policy Owner: Vice President of Business Development

Policy #

Overview

Massey Services uses sub-contractors to provide fumigation treatments for our customers. It is the responsibility of Massey Services personnel to make the initial contact with the customer, sell the service and complete all the necessary paperwork. Additionally, it is the responsibility of Massey personnel to arrange for a fumigation sub-contractor to do the work, make certain the sub-contractor provides a quality fumigation service and ensure the customer’s satisfaction in order to guarantee a long-term relationship with the customer.

The following are the steps required when selling fumigation services and utilizing a sub-contractor to provide the fumigation treatment.

All fumigation sub-contractors must be selected and used in accordance with Massey Services policy and procedures.

Sales Inspector Responsibilities #

1. The Sales Inspector must ensure that the following steps are taken and paperwork is completed for every new fumigation sale. At the time of the sale:
2. Thoroughly inspect the entire building.
3. Graph the structure(s) to be fumigated. (see instructions for graphing)
4. Complete the Graphical Analysis.
5. Accurately measure the structure. (see measuring instructions in Chapter 500 of the Service Management Operations Manual)
6. During the presentation ensure the customer fully understands the bare and exposed wood in the attic and/or crawl space will be treated with a topical spray at no additional cost to the customer. This is done after the fumigation and will act as prevention in the future.
7. Complete the Proprietary Checklist for Drywood Termites and utilize it during the presentation with the customer. (See instructions for completing the
8. Proprietary Checklist below)
9. Review in detail with the customer the Fumigation Preparation List for Vikane (MS-063) to ensure the customer fully understands what to expect and what is required prior to and after the fumigation. Obtain their signature and leave them a copy.
10. Complete the Service Agreement and obtain the customer’s signature.
11. Complete and have the customer sign the Fumigation Service Affidavit (MS-062). Obtain their signature and leave them a copy.
12. Provide the Dow Fact Sheet for Vikane Gas Fumigant to an adult occupant of the structure. This is a requirement of the Vikane label. Copies of the fact sheet can be obtained on the G drive.
13. Call the fumigation sub-contractor and schedule the fumigation treatment while at the customer’s property.
14. Make arrangements with the customer for the fumigator to receive keys to the property.It is the law that the fumigator be in possession of the keys to the property during the fumigation period.
    1. The Massey Inspector should be present for the transfer of the keys.
    2. The customer should personally give the keys to the fumigator when they arrive at the property to start the set up with the Massey Inspector present.
    3. If necessary, and if it is not possible for the owner to give the keys to the fumigator, Massey personnel can take possession of the keys and give them to the fumigator when they arrive to start the job.
    4. The Inspector should pre-arrange with the fumigator a time when the customer can regain possession of the keys and re-enter the home. The Massey
    5. Inspector should be present at this time.
15. Complete the Start Sheet (MS-131). It is not necessary to enter the Price or the Amount Collected on the Start Sheet for fumigations.

After the initial sale #

1. Fumigations are usually scheduled days or even weeks in advance. In the interval before the fumigation isscheduled, go to the property and follow up with the Customer to ensure the Customer has complied with specialinstructions, such as trimming back landscaping, moving fences, raking back mulch, etc. These things must becompleted before the fumigator arrives on the treatment date.
2. The Sales Inspector must call the customer the night before the fumigation is scheduled.
   1. See if the customer has any questions.
   2. Confirm the schedule.
   3. Make sure the customer understands the key arrangements.
   4. Ensure that all preparations will be completed by the time the fumigator arrives to start the set up (including the bagging or removal of food items, etc.).
3. Be at the property when the fumigator arrives to start the setup.
   1. Introduce the fumigator to the customer.
   2. Help with any final preparations that may not be completed.
   3. Witness the fumigator receiving the customer’s keys.
   4. Canvass the area for new sales leads.
   5. Witness and confirm that the actual fumigation (i.e. that gas is being shot) has begun; this is the requirement to post the work.
4. Go by the property the next day to ensure everything is going right at the property. This especially important if there is bad weather (heavy storms, very windy, etc.) to see if there are any problems with the tent.
   1. Immediately contact the fumigator if the seal of the tent has been compromised and make sure the fumigator takes the correct steps to ensure that a proper fumigation service is provided to the structure.
5. Meet with the customer at the property the day the fumigation is complete and cleared for re-entry by the fumigator:
   1. Be present for and facilitate the returning of the keys to the customer.
   2. Answer any questions they may have.
   3. Ensure that they are satisfied with the treatment and service provided.
   4. Collect any outstanding balance due.
   5. Complete and obtain their signature on the Completion Certificate (MS-022).
   6. Schedule the attic treatment with the customer and the Service Center.

General Manager Responsibilities #

1. Check-in the Sales Inspector after the new fumigation sale:
   1. Ensure that all the required paperwork is included in the sales package:
      1. Proprietary Checklist for Drywood Termites
      2. Wood Destroying Insects Service Agreement
      3. Signed Consumer Notice
      4. Inspection Graph with Graphical Analysis
      5. Fumigation Preparation List for Vikane
      6. Fumigation Service Affidavit
      7. Start Sheet
   2. Verify that the pricing is according to current guidelines.
   3. Verify that all the required steps during the sales process have been taken.
2. Ensure the following paperwork is faxed to the fumigator prior to the beginning of the job:
   1. Start Sheet
   2. Fumigation Preparation List for Vikane
   3. Inspection Graph
   4. DO NOT send a copy of the Service Agreement. It is not necessary for the sub-contractor to know what the customer was charged for their service.
3. Oversee the fumigation sale, treatment and follow up. Ensure that all the required steps are taken before and after the treatment. If the Sales Inspector cannot be at the property when the fumigator arrives to start the job (and receive keys and verify that the fumigation itself has started) or the day following the fumigation to ensure customer satisfaction and deliver the Completion Certificate the Manager will go in their place.
4. Confirm personally or through the Sales Inspector that the fumigation itself has begun in order to post the work in ServicePro and on the DOR (See Office Managers Responsibilities below).
5. Coordinate with the fumigator when they will be taking the tent down and when they will be clearing the structure. Arrange to be present at both to ensure the structure was aerated and cleared properly according to the requirements for Vikane fumigations.
6. Obtain a copy of the Fumigation Log. This can be obtained either by; Getting a copy from the Crew Chief at the time of clearing, taking a picture of the log at the clearing then printing it back at the service center, or having thefumigator attach a copy of the Log to the invoice that is sent to the service center. Keep a copy of the Logattached to the other paperwork kept in the Customer’s file.
7. Ensure the sub-contractor is paid for their service in a timely manner. Immediately after receiving the sub-contractor’s invoice assemble and send the following documents to the Risk Management Department. Request for payment will not be processed without this information:
   1. Check Off List for Fumes/Re-Fumes. This is a checklist to ensure the proper documents are sent. Service Centers can make copies of the original as needed. Contact the Termite Technical Director if an original is needed.
   2. A/P Voucher
   3. Vendor’s Invoice
   4. Analysis Report for New Fumigations/Re-fumigations. Service Centers can make copies of the original as needed. Contact the Termite Technical Director if an original is needed.
   5. Copy of original Service Agreement
   6. Copy of original Graph and Graphical Analysis
   7. Copy of the Fumigation Service Affidavit

Completing the Inspection Graph and Graphical Analysis #

The Inspection Graph is an important component of the paperwork required for fumigation. Fumigation graphs are completed slightly differently than the typical termite graph. The fumigation graph also contains information necessary for the fumigator to know prior to doing the fumigation.

1. The drawing of the structure is a top view, to scale, and includes:
   1. Overhang and eaves
   2. Stoops
   3. Carports
   4. Attached wires
   5. Trellises 
   6. Attached fences
   7. Chimneys
   8. Stack pipes
   9. Antennas
   10. Skylights
   11. Lightning rods
   12. Solar heaters
   13. Dormers
   14. Enclosed pool screens and/or courtyards and decks
2. Basement and/or crawl space areas must be noted.
3. Any out buildings (detached garage, guest house, etc,) that are included in the treatment are drawn and the cubic footage figured separately.
4. The height of the peaks and eaves are shown on the graph.
5. The type of roof (i.e. shingle, slate, tile, etc.) must be noted. The sub-contractor may charge extra for steep, slate, tile or metal roofs.
6. Any overhanging limbs within 4-feet of the roof are documented.
7. All shrubbery and ornamentals within 24-inches of the foundation should be shown and an explanation that they need to be trimmed back should be included.
8. All areas of infestation must be clearly shown on the graph and properly labeled.
   1. Fumigations are corrective treatments only.
   2. The Service Agreement must indicate ‘Control Of’ and the Inspection Graph must clearly show the areas of infestation.
   3. The Important Notice Area on the Inspection Graph (exclusion box) must clearly list the areas of existing damage and infestation.
9. Total cubic feet to fumigate must be listed. Do not round off the total cubic feet.
10. Customer signature must be obtained on the graph. 

Completing the Proprietary Checklist for Drywood Termites #

The Proprietary Checklist for Drywood Termites is both an important educational piece as well as a unique sales tool and is to be used as part of the presentation to the customer.  In addition, the Proprietary Checklist serves as a “reconciliation” tool to ensure that all information pieces and components necessary for a safe and successful fumigation are completed and covered with the customer.

1. Complete the customer information completely on the cover.
2. Document any comments or special instructions which could include special key arrangements, specific customer responsibilities (i.e. trimming of bushes, moving of items on the exterior of the house, etc.)
3. In the Inspection/Graph portion on page 1 of the checklist, refer to your completed graph and ensure that all components outlined in #1-#14 have been or are completed.  Where an item is “not applicable”, mark with “N/A”; there should be no items left blank.
4. In the Inspection Findings portion on page 1 of the checklist, refer to your completed graph and ensure that all the components outlined in #1-#6 have been or are completed.  NOTE: On item #3, mark all that apply.
5. In the Treatment Qualification portion on page 2 of the checklist, mark the treatment choice(s) that the structure qualifies to receive.  In order for a structure to qualify for a localized treatment (See Massey Services Spot Treatment Protocol for details):
   1. The infestation site including galleries must be known AND accessible for treatment; AND
   2. There can be no more than 5 (10’x10’ max) sites within the structure
6. In the Fumigation Checklist portion on page 2, refer to your completed Fumigation Preparation List for Vikane and the Fumigation Service Affidavit and ensure that all components outlined in #1-#12 have been or are completed.  Where an item is “not applicable”, mark with “N/A”; there should be no items left blank.

Office Manager Responsibilities #

1. When a fumigation sale is made and approved by the GM through check-in, input the sale into ServicePro.net, the lead log, the backlog, and the appropriate appointment book according to company policy.
2. In order for a fumigation to be shown as worked in ServicePro and on the DOR, the Sales Inspector must confirm with the GM that the gas has been shot. Once confirmed, the fumigation is to be inputted as worked in ServicePro as well as reported on the DOR and in the backlog.  

Form Images #

Downloads #