Brigham Dickinson

We go the McDonald's model. If we want to do that, it's fine. It works for McDonald's, but it may not work for you.

We go the McDonald's model. If we want to do that, it's fine. It works for McDonald's, but it may not work for you.

They're our friends.

They're our friends.

I totally agree. Yeah, I was test driving a Cybertruck the other day, and I was amazed. Yeah? I was amazed. Yeah. Now, look. In the home service industry, because we're dealing inside the customer's home, the more face-to-face time, the better. You have the ability to create a unique experience over the phone as well as in the home.

I totally agree. Yeah, I was test driving a Cybertruck the other day, and I was amazed. Yeah? I was amazed. Yeah. Now, look. In the home service industry, because we're dealing inside the customer's home, the more face-to-face time, the better. You have the ability to create a unique experience over the phone as well as in the home.

In my opinion, I'd hold on to that as long as I possibly can, while at the same time testing out the AI. It's okay to dip our toe in the water. I mean, I've got my own call center. We've got over 60 agents. We book 93% of our phone calls. And if we're on the phone, we absolutely use AI to capture that lead so that we can call them back afterwards and make sure that their experience was good.

In my opinion, I'd hold on to that as long as I possibly can, while at the same time testing out the AI. It's okay to dip our toe in the water. I mean, I've got my own call center. We've got over 60 agents. We book 93% of our phone calls. And if we're on the phone, we absolutely use AI to capture that lead so that we can call them back afterwards and make sure that their experience was good.

So there's a place for it. There's a place for it, and it's important to use it.

So there's a place for it. There's a place for it, and it's important to use it.

Yeah. The robots might replace the install crew and that would be awesome. Hey, that's less wear and tear on our humans, right? Our technicians, our employees. So that's a win for them. So once again, let that support the experience you're trying to create for the customer. as opposed to replace it.

Yeah. The robots might replace the install crew and that would be awesome. Hey, that's less wear and tear on our humans, right? Our technicians, our employees. So that's a win for them. So once again, let that support the experience you're trying to create for the customer. as opposed to replace it.

Yeah, it's pretty cool. Talked about our operations manager, Lindsay Wood, able to take her entire family to Maui for the first time ever. It's really cool. Tasha just got back from a trip. She manages our entire sales team. We're in a really good spot right now. Very, very exciting place. And again, a lot of it has to do with the spotlight being shown on the call center, call conversions.

Yeah, it's pretty cool. Talked about our operations manager, Lindsay Wood, able to take her entire family to Maui for the first time ever. It's really cool. Tasha just got back from a trip. She manages our entire sales team. We're in a really good spot right now. Very, very exciting place. And again, a lot of it has to do with the spotlight being shown on the call center, call conversions.

What was that thing you said about, look, if I can increase, if you could increase your call conversion by 1%, how much would that

What was that thing you said about, look, if I can increase, if you could increase your call conversion by 1%, how much would that

1%.

1%.

So the question is, is how do we go about doing that consistently over time? The way that we do it is, is that we do one-on-one coaching twice a month using your own phone calls. All right. So every individual is getting that attention on a regular basis and they're being held accountable to perform at a high level.

So the question is, is how do we go about doing that consistently over time? The way that we do it is, is that we do one-on-one coaching twice a month using your own phone calls. All right. So every individual is getting that attention on a regular basis and they're being held accountable to perform at a high level.