Navigating the Balance of AI and Human Interaction in Business with Brigham Dickinson

9 snips

Jun 2, 2025

Brigham Dickinson, founder of Power Selling Pros, shares his expertise in the home service industry, focusing on enhancing communication skills for technicians. He emphasizes the balance between technology and human interaction in customer service and the impact of private equity on training. The conversation highlights the necessity of ongoing coaching to improve technician performance and call conversions. Listeners gain insights on navigating shifts in client relationships and the importance of personal touch in enhancing customer satisfaction.

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ADVICE

Focus on Call Conversion Coaching

Track and improve your call conversion rate diligently as it's often a blind spot in home service companies.
Implement ongoing coaching for your customer service reps using real calls to boost performance steadily.

ANECDOTE

Fridge Repair Story Reveals Service Gap

A fridge repair showed that fixing a symptom without full diagnosis leads to repeat calls and customer dissatisfaction.
Appliance companies could benefit from offering replacement options similar to HVAC businesses.

ADVICE

Value-Driven Pricing Conversations

When customers ask about price, turn the conversation to the value and return on investment.
This approach shifts focus from cost to long-term benefits and increases sales effectiveness.

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This conversation delves into the importance of enhancing communication skills within the home service industry, focusing on call conversions, customer service, and the balance between technology and human interaction. Brigham discusses the impact of private equity on training, the necessity of ongoing coaching, and the role of leadership in achieving business success. They emphasize the need for technicians to improve their performance and the importance of understanding customer needs. In this conversation, the speakers discuss the evolving landscape of call centers, the importance of technology in customer engagement, and the need for better communication skills among technicians. They explore investment trends in the home service industry, the significance of personal touch in customer experience, and strategies for staying ahead in the market. Additionally, they provide insights for aspiring speakers and outline the onboarding process for Power Selling Pros.

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00:00 Enhancing Communication Skills in Home Services

02:23 Identifying Blind Spots in Call Conversions

04:46 The Impact of Private Equity on Training

08:31 Maximizing Technician Performance and Lead Generation

11:56 The Importance of Comprehensive Customer Service

15:15 Balancing Technology and Human Interaction

21:33 The Role of Leadership in Business Success

24:57 The Value of Ongoing Training and Accountability

29:11 Rising Awareness in Call Centers

30:45 Leveraging Technology for Customer Engagement

31:51 The Importance of Technological Adaptation

33:07 Investment Trends in Home Services

34:54 Enhancing Customer Experience through Personal Touch

35:59 Training Technicians for Better Communication

39:17 Transforming Service into Sales

44:19 Staying Ahead in the Home Service Industry

47:35 Advice for Aspiring Speakers

57:21 Onboarding and Next Steps for Power Selling Pros