Brigham Dickinson

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.

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.

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,

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.

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.

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.

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.

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.

Yeah.

They're not doing that.

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.

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.