Tuesday, May 29, 2012:
Most of the interns patiently waited to meet Ashley Pennington. Around ten minutes to eight o’ clock she came down and introduced herself to everyone. We then took the stairs to the second floor where we were greeted to a nice bag of goodies. After we introduced ourselves by stating our name, the college we attend or graduated from along with an interesting fact about ourselves, we went to take our picture for badges. I was fascinated when listening to the different colleges the selected interns attended along with the diverse variety of majors. We have a very diverse group of interns. After being photographed for badges we returned to the room on the second floor where we watched a tutorial and spoke with various ServiceMaster employees. I thought the bag was a nice gesture and I thought to myself that I am sure I will love working for ServiceMaster because it seems to be a company that cares about their employees. I enjoyed the first day of orientation, I learned so much about ServiceMaster. I was filled with knowledge and information about the company that I’m sure I’ll grow to love, respect, and appreciate.
Wednesday, May 30, 2012: Wednesday, May 30, 2012
Before the Departure:
Every day here at ServiceMaster Headquarters is an interesting day for the interns. However today was rather exciting due to the commuting from various locations. Andrea Hough was the initial speaker for today. She discussed various topics. She discussed how she gained the position she holds today and the path she took along with the challenges she faced. She also stated how she could relate to the interns not solely because of personal experience, but also because she has a son who attends Ole Miss University. She describes some edgy interview questions such as “Tell me about that time you had one person at work you couldn’t get along with, how did you handled the situation?” And “Tell me about a time where you believe you could have made a better decision regarding a situation?” She stated how vital it is to set yourself apart from everyone else. She explained that one of the ways an individual can set themselves apart is by creating interview moments and answers, she also stated one should take notes of some of the things you have accomplished that are extraordinary. Ms. Hough revealed the statistical information regarding students seeking employment post-graduation. Ms. Hough also expressed that employers are seeking the best storytellers, one should pay attention to those individuals who desire to invest in you by exposing you to people who could take you to the next level. I believe Ms. Hough was extremely helpful because she was able to give an insider’s point of view.
Terminix Branch Visit:
We met Jimmy at Terminix where he discussed bed bugs and their impact on used furniture. He also discussed termites. He explained the evolution of the Terminix products over the years. We also were able to see where they store the products as well. There were several informative answers to inquisitive questions asked by the interns. I believe we learned so much by just this one visit.
American Home Shield Call Center:
As a section of orientation, we went to visit American Home Shield call center. During the visit we met several employees from various departments such as the sales department, customer services, and authorization. The managers explained the important roles of each department. Lief Dyer is an associate who is responsible for the department that addresses issues regarding customer relations. Customer Relations are often called Customer Resolutions. They often say “create an experience where the customer would want to renew.” It is important to proactively create positive customer experiences. Managers desire to be aware of issues therefore that can be corrected immediately. The associates/managers explained that they are always looking for good talent. Erika Stokes is an associate who is responsible for the authorization department which is the department that is considered to be the checkbook. The associates/managers authorize payment for the contracts. They explained that there are three contact centers, Memphis being the biggest of the three. In order to work in a call center one must be able to work in a very fast pace setting and be able to handle change without notice. Currently, there are about six hundred employees. They also receive about ten million calls annually.
Return to Headquarters:
We returned to headquarters to finish our paperwork and meet with our group to discuss the project. I believe the project is a great idea. We are able to think critically and also we’re able to assist ServiceMaster with an issue they are currently faced with. Everyone seems to have great idea so it will be interesting to hear what they all are. I was eager to leave and see what was in store for us at the next location.
Service Master Clean/Merry Maids:
The last visit was to Service Master Clean/ Merry Maids, Forest Hill Irene location which was extremely interesting and by far my favorite because there was a special guest from the UK who was just delightful. We met Pete Duncanson, who has been with ServiceMaster for 27 years. He bought a franchise in Chicago, which is where the original part of the company started. The building is referred to as “the Hill” – ServiceMaster Clean has several employees who specialize in various areas. ServiceMaster Clean also has a floor product that other companies do not have which is one of the things that makes them unique.
Debra Johnson was the next speaker. She has been with ServiceMaster for 15 years in November. She discussed how Merry Maid started because Dalan Peterson did not want to move his children any longer and decided to start cleaning house. He put an ad in the newspaper someone called inquiring about his service. He was unsure of the purchase he should charge. He finally decided he would charge sixty-six dollars, eventually franchised the business, and it grew from there.
Thursday, May 31, 2012:
Today I reviewed the “Leadership Development for Operations Mangers Wage and Hour” to gain a sense of understanding for Wage and Hour Compliance. Afterwards, I spoke with my boss Donna Hiltenbrand regarding what I read. I also asked her opinion on affirmative action because I noticed that several employees in our department deal with affirmative action laws. After our meeting, I began one of my assignments which was to find the requirements on overtime in each different state and write the requirements in a chart along with the any whether there was a cap on any overtime hours, other information, and the citation of the statuses and regulations. One may notice that some issues have not been addressed by law in certain states thus they follow under federal law for that particular issue.
Friday, June 01, 2012:
I arrived at my office in the gold building on the third floor around 8:00 o clock. I began working on my assignment for today which was finding the citation for the requirements on overtime in each state in the United States. It took about two hours to complete the assignment, and then I started on my current assignment which is finding out which states can we make deductions for uniforms, and listing the citation for each law or statutes.
My day was also filled with Service Master Employees being considerably nice to me coming by my desk to greet me, I love the environment here. Today was an amazing day.