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Build It To Sell It Culture

This One Mistake Is Costing Your Business Millions- STOP IGNORING THIS!

📅 July 10, 2025 ⏱️ 50:46 🎤 Lance, Brigham Dickinson

Chapters

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  • 0:00
    The Power of CSRs
    Brigham Dickinson introduces Power Selling Pros and the importance of well-trained CSRs in home service businesses.
  • 0:00
    The CSR's Critical Role
    Brigham explains how a contractor client's complaint about 'bad leads' led him to identify and address the real issue: untrained CSRs.
  • 0:03
    Training to Book Calls
    Brigham details his initial success in training CSRs, leading to a 20% increase in call conversions within a month and the subsequent founding of Power Selling Pros.
  • 0:03
    The Cost of Unanswered Calls
    Lance and Brigham discuss the alarming statistics of missed calls and low conversion rates in the home service industry, highlighting the massive financial losses for contractors.
  • 0:09
    Inbound and Outbound Strategies
    Brigham outlines the two main functions of a CSR: booking 90% of inbound calls and proactively calling out to fill schedules, using maintenance plans and cross-selling.
  • 0:15
    CSRs: Lifeline of the Company
    Brigham and Lance stress that CSRs are the most important people in an organization, directly impacting customer experience and company revenue.
  • 0:15
    The Financial Impact
    Brigham shares Tommy Melis's experience, demonstrating how a small increase in call conversion percentage can lead to millions of dollars in additional revenue for a business.
  • 0:22
    AI in Customer Service
    Brigham discusses the current limitations of AI in completely replacing human CSRs, emphasizing the importance of human connection and personalized service.
  • 0:27
    Evolving CSR Role
    Brigham suggests that CSRs should evolve into 'inside sales reps,' promoting products and services, securing maintenance agreements, and proactively generating leads.
  • 0:30
    Personal Discipline & Success
    Brigham shares insights into his personal routine, including daily workouts, and how discipline and setting an example contribute to both personal and professional success.

Speakers

L
Lance
Host
B
Brigham Dickinson
Power Selling Pros

Key Takeaways

✦

Invest in CSR training: Properly trained CSRs are the most critical asset for your business, directly impacting lead conversion and revenue.

✦

Prioritize call booking: Aim for a 90% call booking rate for inbound calls. Even 'ballpark price' inquiries can be converted with the right script and emotional connection.

✦

Implement outbound calling strategies: Train CSRs to proactively call existing customers for maintenance plans, follow-ups, and cross-selling to keep your schedule full during slow periods.

✦

Avoid overloading CSRs with non-core tasks: Their sole focus should be inbound and outbound phone interactions; delegating other tasks (like collections or accounting) to other personnel ensures they remain effective.

✦

Understand the financial impact: Calculate how a 1% increase in call conversion translates into millions for your top and net income, justifying investment in CSR training.

✦

Leverage human connection over AI (for now): While AI can assist, human CSRs provide a crucial personalized experience that directly impacts customer loyalty and willingness to pay more for services.

✦

Evolve the CSR role to 'inside sales reps': Empower your phone team to actively promote additional services, maintenance agreements, and replacements, proactively driving revenue rather than just taking orders.

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