Brigham Dickinson
speaker
130 appearances
1 recordings
1 series
first heard Jun 2025
last heard Jun 2025
Brigham Dickinson’s voice in public audio — every appearance, attributed to the second.
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Appearances
We're not talking about turning your technicians into sales guys. We're talking about improving their communication skills to the point where they provide a service that a homeowner will appreciate. That's what great customer service looks like.
Yeah. Last year you were talking a lot about blind spots. And one of the major blind spots in the home service industry or in a home service company is that they don't know where their call conversion's at. And even if they do, they really don't spend time on it. Most business owners, they spend time on technicians.
I ask them all the time, hey, guys, how much time do you spend with your technicians and your supervisors? Oh, I train them every day. Every day, cool. And how much time do you train – how much time do you take to train your CSRs? And it's crickets, right? They spend zero time. It could be a lack of passion. It could be a lack of time. Regardless of the reason, they don't have time to do it.
And I think –
that them recognizing that blind spot and a lot of it has to do with technology the technology today um that's available to us is showing us and kind of putting a spotlight on what was a blind spot before yeah and so this time last year about 900 trainees in our program and we train them one-on-one twice a month using their own phone calls so it's it's performance coaching it's not just the training that we do and then we leave
Yeah. Right. It's it's a training where they're held accountable over time. So we're at 900 trainees this time last year. And right now we're pushing almost 1400 trainees in our program. So insane. Yeah. It's insane growth. It's insane growth. It's fun. It's exciting. Sometimes I look at my team and go, how did we do this?
Yes, we've probably signed four in the last 60 days, and they're all saying the same thing. Brigham, we are losing calls like crazy, some of which, and I won't name names, but they're at 3% calls versus set appointments. That's outrageous. You just cannot have that. And there are other companies that are really big. They don't plan to sell. They're a cause-driven business.
But they're stuck around 70, 75. And even in those cases, we can get up to 85, 90, and 95 calls versus set appointments. And so, yeah, there's definitely a lot of PE groups, but there's also a lot of companies that have been around for a second generation, third generation that are realizing that this needs to be fixed.
Yeah. Yeah, that's not a call, and they put it into the abandoned call list exactly.
100%.
I would challenge those who are saying, hey, it's not as good as it used to be, compared to what? Compared to 2021? Yeah, when it was the heyday. Exactly. Even the technicians got secondhand bagels because all the comfort advisors were rolling in it, right? They were the money men. Well, it was because it was easy.
But if we have a strong strategy now, say, for example, if we have a group of technicians that are turning over more leads than they currently are right now, if they're talking about more products than just the specific part that's broken, I mean, there's a ton of opportunity there. In my mind, there's another blind spot with the technician.
But if they're rolling, if they're setting things up in a way for comfort advisors, chances are you can have just as good a year this summer, if not better. I've only seen this over the last 60 days when I've been in companies like Woodfin and Simpson Salute, where they're turning to their technicians left and right to set up those leads properly so the comfort advisor stays more than busy.
They're doing the same thing with their comfort advisors. 14 comfort advisors. I'll tell you another company that had 14 comfort advisors. They cut it down to seven. The reason why they did that is because half of them were about average and the other seven were above average. And so they thought, you know what? Let's give all of our leads to the above average comfort advisors. Yeah. It was scary.
It was shaky for everybody involved. But by the time I got there – We were able to focus in on the fact that you guys, you made it, you stayed, you're here. Let's do something with this opportunity. Essentially, it's a way for you to make more money right now. Let's go. So there's a lot of ways to approach this and have an awesome summer regardless.
Yeah. Look, they may be comfortable with the way that they do it, but if they can get a little bit more uncomfortable with the way they do it inside the customer's home – because here's what a technician generally does, a typical technician. They'll go into a home, and they'll just look at the situation. They'll fix the immediate problem, and they'll leave.
Now, let me tell you the problem I have with this. I once called an appliance company, and my fridge outside wasn't working. He comes. He fixes whatever was wrong with it. He leaves. Well, a month later, the fridge doesn't work again. So what am I thinking? Oh, dude, you didn't do your job. Right. Now, when I called them, they said, oh. You called for this.
It sounds like you've got something else going on, so we're still going to have to charge you another dispatch fee. Okay, fine. Great. I got to pay another dispatch fee. Guy comes out. He fixes that different part. In the back of my head, I'm going, dude, he probably could have looked at the entire fridge, maybe even told me to replace it.
In the back of my head, I'm going, why don't appliance companies offer to replace? Why don't they start selling Sub-Zero and Wolf? Why not? Yeah. Well, in the heating coin industry, we can do that. We can offer to replace it. We can offer to fix it, so on and so forth.
So, look, if we can teach technicians like we teach CSRs to just communicate a little bit better inside the customer's home, they're going to be a whole lot more successful. They're going to make more money. So, you know, perhaps the goal is to help them become comfortable being uncomfortable.
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