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
Oh, yeah.
Any Hour?
Well. Stay tuned. There's some really great things going on for Any Hour. Here's the interesting thing about Any Hour is that they have a solid group of leaders on their team. And you may not get the kind of – I don't know. You might not get a – When Any Hour wants to buy you, they might not have the highest bid, right?
But the support that they provide more than makes up for that, especially if you plan on staying inside your organization. Right. So that's been my experience with them. And, of course, Dustin is one of the main guys I know there.
He's extremely talented. And talk about connected. Oh, that guy. He's incredibly connected.
Yeah.
Yeah, but, yeah, they're doing great. Any Hour is a great PE group.
Yeah, they need it. They need it. In many cases, I call it cheap therapy. They need that one-on-one attention. They need to be able to share with somebody. And, you know, the Power Selling Pros team, our culture is phenomenal. We have a phenomenal team. That will take great care of your people and help them feel extremely, extremely special.
In fact, if we've got a few more minutes, I'll tell you one more story. Yeah, no, we've got plenty of time. So Tom Howard – approached me last year at Pantheon, since we were talking about him a minute ago.
And he said, hey, Brigham, you know all this technology that's coming out for technician recording? I said, yeah. And he said, what are you going to do with that? And I said, well, what should I do with that? I asked him the right questions, right? And he said, look, everything that you've been doing for CSRs with their communication skills, the technicians can use. Yeah.
So with all this technology coming out, it'd be smart if you were to come out with technician coaching as well. So we've been working on that ever since.
Yeah, so I've been doing a ton of ride-alongs with techs over the last three years. But with this technology coming out, I mean, I have a ton of clients that say, hey, Brigham, you've done a phenomenal job teaching soft skills for my CSRs, dispatchers, and lead coordinators. I would love if you could do the same for our techs.
The only problem has been is that we can't hold technicians accountable with their own performance like we have been able to do for the last 16 years with CSRs, dispatchers, and lead coordinators up until recently, right? So now that we've got all this amazing technology that's coming out,
I'm really paying attention to what's going on inside the customer's home while my team is taking care of, you know, exactly. And there is a ton of opportunity with technicians, right? If you're training just the comfort advisors, that's great. You might see a 10% bump in sales, maybe even a 20% bump. But if you want to see real gains, you basically – have a gold mind with your technicians.
All they need to do is learn how to communicate with their customer and give them all their options. Instead of, hey, I'm just going to fix this part and leave and I'll see you in a month, right? Because all the other parts are going to fail as well. Look, if it's outside of warranty, you should be telling them all of their, you should be giving them all of their options.
And it comes down to just a little bit better soft skills, a little bit more courage, and explaining all of their options, maybe even having a comfort advisor come while you're there. Hey, you know what? Let me get him on speaker. And I started doing this with technicians, and it works amazingly well, where I just get them on – I get the comfort advisor on speaker.
I let the homeowner and the comfort advisor talk while I'm there. There might be some times where I put the phone on mute and I say, hey, that's a good idea. Why don't we go ahead and do that? Now, I've gotten to the point where I'm a trusted advisor. They think I'm the tech, right, as I'm sitting there with the other technician.
Yeah.
They're not doing that.
Okay. So one of the main things I've been doing – is approaching it from that direction. Because the thing is, it is not good customer service for you to fix one part, leave, and then come back in a month. That ruins trust. That ruins credibility. Now, you may know everything that's going on inside that system. The customer doesn't.
Showing 61–80 of 130 · page 4 of 7
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