Brigham Dickinson

Well, our upbringing is similar. My parents were divorced when they were young, and my mom raised six kids by herself. She got a four-year degree in two and a half years. So yeah, we've been through it. We've been through it. And I've learned by example and by experience that if you put God first in your life, he will take care of you.

Well, our upbringing is similar. My parents were divorced when they were young, and my mom raised six kids by herself. She got a four-year degree in two and a half years. So yeah, we've been through it. We've been through it. And I've learned by example and by experience that if you put God first in your life, he will take care of you.

And to the point where sometimes the math just doesn't make sense and it still works out. So because of what I've been given, I've been given much. And I know that where much is given, much is required. And I too must give.

And to the point where sometimes the math just doesn't make sense and it still works out. So because of what I've been given, I've been given much. And I know that where much is given, much is required. And I too must give.

When you stay out of the curve, what do you mean?

When you stay out of the curve, what do you mean?

Oh, stay ahead of the curve.

Oh, stay ahead of the curve.

Yeah. If they're looking at the lowest hanging fruit, Okay, let's start with call conversion. It's the easiest one for us to solve. We can solve it. We can solve it right now. You asked whether or not we can increase call conversion in a short period of time. Absolutely. We can do it after the first initial training. You can see a bump immediately.

Yeah. If they're looking at the lowest hanging fruit, Okay, let's start with call conversion. It's the easiest one for us to solve. We can solve it. We can solve it right now. You asked whether or not we can increase call conversion in a short period of time. Absolutely. We can do it after the first initial training. You can see a bump immediately.

If calls are coming in, that means that's your lead. Capture it. Capture it. Secure it. Once you've done that, it'll make all the difference for your company. Now, from there, we can start talking about working with different departments. But for now, look, you can stay ahead of the curve by fixing that one problem.

If calls are coming in, that means that's your lead. Capture it. Capture it. Secure it. Once you've done that, it'll make all the difference for your company. Now, from there, we can start talking about working with different departments. But for now, look, you can stay ahead of the curve by fixing that one problem.

Yeah. Nights and weekends overflow. We handle all those calls. You know what else? If you can train and incentivize your CSR to sell service agreements for the phone, many times in our industry, or at least the heating and cooling industry, is they leave it to the technician to sell a service agreement. That's a bad idea for so many reasons. Number one –

Yeah. Nights and weekends overflow. We handle all those calls. You know what else? If you can train and incentivize your CSR to sell service agreements for the phone, many times in our industry, or at least the heating and cooling industry, is they leave it to the technician to sell a service agreement. That's a bad idea for so many reasons. Number one –

When they're feeling the emotional angst, that's over the phone. That's not inside the customer's home after you fix the problem. Guess what? The minute the technician fixes the problem, there's no more emotional angst. But if you can talk about that home service agreement over the phone, man, that will make all the difference in the world.

When they're feeling the emotional angst, that's over the phone. That's not inside the customer's home after you fix the problem. Guess what? The minute the technician fixes the problem, there's no more emotional angst. But if you can talk about that home service agreement over the phone, man, that will make all the difference in the world.

They're still feeling emotional angst and you simply say, hey, Mr. Jones, I'm looking at your notes. I notice you don't have a membership with us. I'm wondering why not. You do it over the phone, it's going to be easier to sell. Plus, when the technician gets out there, they don't have to sell the agreement. They don't have to trip over the agreement. They can actually talk about airflow.

They're still feeling emotional angst and you simply say, hey, Mr. Jones, I'm looking at your notes. I notice you don't have a membership with us. I'm wondering why not. You do it over the phone, it's going to be easier to sell. Plus, when the technician gets out there, they don't have to sell the agreement. They don't have to trip over the agreement. They can actually talk about airflow.

They can talk about other services that we provide. And it'll make all the difference in the world if that is already sold over the phone. And if you can do that with your CSRs, guess what? They'll get comfortable selling other things over the phone. Like turning service calls into replacement calls? Why not? The technicians do it all the time.

They can talk about other services that we provide. And it'll make all the difference in the world if that is already sold over the phone. And if you can do that with your CSRs, guess what? They'll get comfortable selling other things over the phone. Like turning service calls into replacement calls? Why not? The technicians do it all the time.