Brigham Dickinson

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 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.

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.

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.

We're talking about improving their communication skills to the point where they provide a service that a homeowner will appreciate.

Yeah.

Yeah.

No, I love it. Keep going.

No, I love it. Keep going.

Yeah.

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.

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.

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.

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.