Brigham Dickinson

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.

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.

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.

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 –

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

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?

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.

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.

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.

Yeah. Yeah, that's not a call, and they put it into the abandoned call list exactly.

100%.

100%.