MILO

Standards & Lead Reporting 2025

8

2025 Standards – Commercial Service Center
2025 Standards – Consumer Service Center
2025 Standards – Consumer Service Center Pest Only
2025 Standards – GreenUP Service Center
2025 Standards – Landscape Lighting
2025 Standards – New Construction Division
Lead Code Glossary & Use Case Guide
Lead Reporting & Coding

C: Corporate

9

C0: Policy Definitions
C1: Management’s “Work in Field” Program
C2: Customer Communication
C3: Community Relations
C4: Limits of Authority
C5: Policy & Procedure Review Process
C6: Corporate Building Access
C7: Corporate Medical Emergency Response Plan
C8: Active Assailent Awareness and Response

Standards & Lead Reporting 2026

9

2026 Standards – Commercial Service Center
2026 Standards – Consumer Service Center
2026 Standards – Consumer Service Center PEST ONLY
2026 Standards – GreenUP Service Center
2026 Standards – Landscape Lighting Service Center
2026 Standards – New Construction Division
2026 Standards – Sales
Lead Code Glossary & Use Case Guide
Lead Reporting & Coding

100: Office Administration

12

100: Correspondence
101: Operating Hours
102: Computer System Care
103: Telephone Answering Service
104: Internet & Email
105: Welcome to Massey Quality Assurance Program
106: Handling of Customer Keys
107: Service Center Call Book
108: Three LOGBOOK
109: IT Hardware Lifecycle
110: Email Signature
1114: Multi-Family Prospecting and Sales

200: Job Descriptions

23

201: General Manager
201: Pest Prevention Service Manager
201A: Facility Manager
202: Pest Prevention Technician
203: Termite Service Manager
204: Residential Services Sales Inspector
205: Sales Manager
208: Termite Renewal Inspector
209: Termite Technician
211: Fumigation Lead Technician
212: Fumigation Helper
213: Office Manager
214: Customer Service Specialist, Residential
215: Baiting Technician
216: Commercial Account Manager
217: GreenUp Specialist
218: GreenUp Service Manager
219: PrevenTech Service Manager
220: PrevenTech Technician
221: Senior Commercial Account Executive
222: Customer Service Specialist, Corporate
225: Divisional Sales Manager, PrevenTech
226: Director of Commercial Sales, Texas

300: Human Resources

52

301: Human Resource Papers / Documents
301A: Human Resource Files
302: Employment Personnel Package
303: Application/Reference Check
304: Team Member Medical Questionnaire
305: Vehicle Responsibility Agreement
306: Motor Vehicle Records
307: Workers Compensation History
308: Dress & Grooming Standards
309: Standard of Conduct
310: Employee Withholding Allow Certificate (W-4)
311: Group Insurance Enrollment
312: Long Term Disability
313: Dental Insurance Enrollment
314: Life Insurance Enrollment
315: Employee Status Form
316: Sales Employee Compensation Plan
317: Payroll Deduction Authorization Form
318: Chemical Handling and Use
319: Employment Agreement
320: Employment Eligibility Verification
321: Pest Control Identification Card
322: Employee Handbook
323: Employee Transmittal Record
324: Team Member Referral Bonus Program
325: Equal Employment Opportunity
326: Approvals-New Employees/Salaries/Terminations
327: Management Morale
328: Employment of Family Members
329: Envision the Future
330: Probationary Employees
331: Continued Employment
332: Relocation/Moving Expense
333: Contract/Casual Labor
334: Uniforms
335: Identification Badges
339: Harassment, Policy Against
340: Employee Problems and Grievances
341: Overtime
342: Absenteeism and Tardiness
343: Team Member Discipline
345: Exit Interviews, Resignations, Rehires
346: Termination of Employment
347: Approved Absences
348: Leaves of Absence
349: Gifts to Company Personnel
350: Prohibited Acts
351: Smoking Policy
352: Performance Appraisal
353: You are the Company
354: Making a Difference
357: Reasonable Accommodation for Individuals with Disabilities

400: Accounting

24

401: Fixed Assets, Capital Expense Reports
402: Travel and Entertainment Expenses
402B: Travel and Entertainment Expenses Concur
403: Sales Commission Report, Payroll
404A: Production Commission Report, Residential & Commercial Services
404B: Production Commission Report, Lawn, Tree, & Shrub Care
405A: Payroll Time Clock
405B: Payroll Recap
406: Accounts Payable, Processing Invoices
407: Accounts Payable, Invoice Register
408: Petty Cash Procedures
409: Adjustments on Customer Accounts
410: Central Billing, Batch Sheets
411: Deposits, Bank Instructions
412: Lost Business Log
413: New Business Log
414: Sales and Backlog Reports
415: Sales Journal
416: Termite Commissions Worksheets
421: Termite Files, Updating and Purging – Computer Branches
422: Commercial Accounts Billing
423: Classified Advertising
424: Local Advertising
425: Inter-Services Center Account Transfer

500: Fleet

6

501: Vehicle Inspection & Repairs
502: Vehicle Acquisitions/Transfer
503: Vehicles, Assignments of Vehicles
504: Vehicles, Personal Use of Company
505: Safe Driving
506: Telematics Coaching

600: Purchasing

6

601 & SPP 801: Material and Supply Management
602 & SPP 802: M&S Requisitioning/Purchasing
602A & SPP 802A – Procedure, Create a D365 Purchase Requisition
602B: Procedure, Order Non-Program M&S
602C: Procedure, Approve a D365 Purchase Requisition
603: Communications Policy

700: Pest Prevention

9

701 & 901: Collections, Pest Prevention & Lawn
703: Accounts Receivable Summary Report
704: Activity Report
705: Billing Calendar: Pest, Lawn, Termite
706: Daily Posting, Pest Control – Procedures
707: Cancellation Prevention
708: Guide for Saving Customers
709: Cancellation Codes
710: Preventech Customer Care Procedures

800: Termite Administration

15

800: Termite Renewal Price Increase
801: Annual Bait and Termite Reinspection
802: Termite Collection and P&P
804: Form 1145 Policy & Procedures
805: Pretreat Procedures
805B: New Construction Pretreat Procedures
806: Annual Renewal Collection P&P
808: Stucco on Frame/Foam Below Grade
809: Apartment/Condo WDO Inspections
810: Termite Guarantee Transfer Fee/Renewal
811: EPT Program Administrative Procedures
812: Posting Re-Inspections
813: Renewal Re-Instatement Program
814: Conventional Sentricon Renewal Posting
816: Cancelled Termite Reinstatement Program

900: Lawn Administration

3

701 & 901: Collections, Pest Prevention & Lawn
903: Daily Posting
904: Lawn Treatment Posting/Notification

1000: Insurance & Claims

9

1000: Termite Protection Evaluation Report
1001: Customer Claims
1002: Vehicle Claims
1003: Workers Compensation
1004: General Contractors
1005: Spill Response, Material Handling & Safety
1006: Emergency Preparedness, Severe Weather
1007: Driver Distractions
1008: Coronavirus Disease Policy

1100: All Sales Policies

22

107: Service Center Call Book
1101: General Sales Policy
1101A/1116: New Fumigation Sales Using Sub-Contractor Labor
1102: Daily Sales Accountability
1102A: The Daily Check-In Report
1103: Lead Log Policy
1103A: Lead Log Policy
1103B: Lead Log Procedure
1104: Daily Sales Activity Report
1104A: Daily Sales Activity Report
1105: Credit Policies
1106: Commercial Sales & Commissions
1107: Service Center Recap
1108: Discounts
1112: Start Sheet
1113: Appointment Log
1114: Multi-Family Prospecting and Sales
1115: New Construction Guarantee Delivery
1117: Utilization & Supervision of Sub-Contractors for Non-Fumigation, New Sales Work
1118: Pass-It-On Program
1119: 3/6/9 Month new Homeowner Program
1120: TeamUp Referral Program

1200: Compensation

2

1201: Guarantee
1202: Part-Time Team Member Compensation

1400: Licensing & Certification

12

1401: State Certification
1402: General Manager / Certified Operator in Charge
1403A: Texas Team Member Licensing
1403B: Florida Team Member Licensing
1403C: Georgia Team Member Licensing
1403D: Louisiana Team Member Licensing
1403E: North Carolina Team Member Licensing
1403F: South Carolina Team Member Licensing
1403G: Oklahoma Team Member Licensing
1403H: Virginia Team Member Licensing
1403I: Tennessee Team Member Licensing
1403J: Alabama Team Member Licensing

1500: Training

6

1501: Service Center Training Meeting
1501A: Completing a VTM in Massey University
1502 & SPP 902: Professional Development Program, Service
1503: Digital Cameras
1504: Internships
1505: Professional Development Program, Sales

1600: Real Estate

1

1600: Service Center Maintenance / Image

1700: Company Benefits

3

1701: Paid Time Off
1702: Holiday Pay for Customer Care
1705: Educational Assistance

1800: Misc. Operating Reports

4

1801: Daily Operations Report
1801A: Greenup Division Daily Operations Report (D.O.R.)
1802: Automated Extra Service Log Report
1803: Web Page & Guest Book Retrieval and Distribution

1900: Filing

5

1900: General
1901: Pest Control
1902: Lawn
1903: Termite
1904: Guidelines for Retention of Files & Records

2000: Budgeting

1

2001: Purpose & Principles

2100: Sentricon® Administration

3

2100: Sentricon® Administrative Procedures
2101: Invoice Reconciliation
2102: Termiting Baiting Protocols

2200: Marketing

1

2201: Do Not Market

SPP 300: Route Organization

3

SPP 301: Routing, Scheduling, and Assigning Work
SPP 302: Routing, Scheduling, & Assigning Work Using Service Pro Web Mapping
SPP 304: Time Assignment Guideline Residential Accounts

SPP 400: Pest Prevention & Lawn Service Procedures

12

SPP 402: Scheduling Pest Prevention Services
SPP 403: Scheduling of Accounts
SPP 404: Production Control System
SPP 405: Service Report (Invoice)
SPP 406: Daily Check-In Session
SPP 406A: Lawn Check-In Procedure Mobile Version – DRAFT
SPP 407: Rescheduling Service Skips
SPP 410: Scheduling GreenUp Services
SPP 412: Landscape Service Reports
SPP 416: Irrigation Rate Card
SPP 417: Scheduling Irrigation Services
SPP 418: Using the Scheduler for Starts

SPP 500: Termite Service Procedures

8

SPP 503: Termite Service Schedule Log
SPP 505: Termite Production Assignments
SPP 507: Annual Termite Renewal Inspection
SPP 510: Termite Production Control Forms
SPP 513: Inspection Graph
SPP 514: Specification Sheets
SPP 515: Completion Certificate
SPP 516: Subterranean Termite Baiting Protocols

SPP 600: Complaint Management

1

SPP 602: Customer Complaints

SPP 700: Cancellation Management

1

SPP 702: Cancellation Prevention Procedure

SPP 800: M&S Control

9

601 & SPP 801: Material and Supply Management
602 & SPP 802: M&S Requisitioning/Purchasing
602A & SPP 802A – Procedure, Create a D365 Purchase Requisition
SPP 803: Procedure, Receiving Purchasing Orders
SPP 804: Procedure, Transfer Product to a Truck
SPP 805: Procedure, GreenUp Daily Usage Summary Report
SPP 806: Procedure, Send and Receive Product Between Service Centers
SPP 807: Procedure, Create & Review the Counting Journal
SPP 808: Procedure, Generate an M&S Recap Report

SPP 900: Training

4

1502 & SPP 902: Professional Development Program, Service
SPP 901: Mandatory Training Requirements
SPP 901A: Landscape Initial Training
SPP 903: Training Certificates

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Policy & Procedures
1400: Licensing & Certification
1403I: Tennessee Team Member Licensing

1403I: Tennessee Team Member Licensing

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