• MILO
    • Policy & Procedures
    • Technology Help Guides
    • Service Protocols & VTM Materials
    • Frequently Asked Questions
    • Initial Training Guides
    • Legal & Licensing Information

Standards & Lead Reporting 2025

9
  • Commercial Service Center
  • Consumer Service Center
  • Consumer Service Center Pest Only
  • GreenUP Service Center
  • Landscape Lighting
  • Lead Code Glossary & Use Case Guide 2025
  • Lead Reporting & Coding
  • New Construction Division
  • Sales Standards 2026

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

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

2
  • SPP 702: Cancellation Prevention Procedure
  • SPP 703: Cancellation Reasons

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
  • Home
  • Docs
  • Policy & Procedures
  • 400: Accounting

400: Accounting

This category contains all company policies and procedures related to financial management, including guidelines for expense reporting, commissions, payroll, and accounts payable. It provides a framework for accurate and consistent financial operations across all departments and service centers.

  • 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

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