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
So what that means is if you have to come back out in a month, it doesn't work. To the homeowner, it doesn't work. It doesn't work, and you were supposed to fix it.
So the way we go about it with the technician is we help them realize this is what a good job looks like. It's not a good job to go in, fix the part, and leave. The whole thing is out of warranty. That means the next part that goes out, you're going to get called back and you're going to have to tell them the bad news that they're going to have to pay for that part plus the labor.
Instead, give them all their options. Hey, you know what? This part has gone bad today. This part, this part, and this part are probably going to go bad in the near future. It's not under warranty. Right? Let's give them at least give them the option. That's what great customer service looks like. It's not about sales. 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.
Yeah.
No, I love it. Keep going.
Yeah.
So let's talk about that real quick, since you opened up that door. I had a company that went under in 2009. I didn't have any more money. I didn't officially go bankrupt, but I ran out of cash. I lived off of a home equity line of credit. It was a $30,000 equity line of credit that I lived on for a year and a half.
And I had a few clients that I was working with, and I was a broker for a couple of ad agencies. When I made the sell, they'd give me money. So I was living off of... I'd say for a year, about $1,000 of income in 2009. And I paid tithing every month. Now, my rent alone was $1,000. And I paid tithing 10% month in and month out. How did I make that work? I don't know.
The math didn't make sense to me, Tommy. But I was able to put food on my table every month. Every month. And since that experience, I've never questioned it. No. Never.
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.
When you stay out of the curve, what do you mean?
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.
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 –
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 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.
Showing 81–100 of 130 · page 5 of 7
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