Navigating the Balance of AI and Human Interaction in Business with Brigham Dickinson
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Key Takeaways
AI and automation should support the human experience you're creating for the customer — not replace the relationship that wins the job.
The moment a customer asks 'what's the price?' is a coaching opportunity; how your CSR or tech handles it decides the booking.
Confirm every appointment — repeat it back, send a text — because small reliability signals build the trust that closes.
Every inbound call is a lead: capture it and secure it before worrying about anything downstream.
Fixing one part when the system needs more isn't good service — solving the real problem serves the customer better and earns more.
Adversity teaches: a company that went under in 2009 forced the lessons that built Brigham's coaching methodology.
Consistent call monitoring and coaching check-ins help your people make more money for themselves and their families — that's the point.
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