Turning Service Calls into Profits with Brigham Dickinson's Innovative Strategies

Successful Life Podcast

Unlock the secrets to transforming every customer call into a golden opportunity with Brigham Dickinson, the visionary behind Power Selling Pros. Our conversation unpacks the journey from the nadir of the 2008 financial crisis to the zenith of creating exceptional customer service experiences in the trades. Brigham's 'Pattern for Excellence' is more than a set of principles—it's a revolution in engaging with customers that started with a pivotal collaboration with Nearing's Plumbing and Heating and has since reshaped the industry's approach to customer interactions.
Prepare to be inspired as we showcase the incredible tales of customer service metamorphosis, spotlighting industry leaders like Tom Robichaud and Mike Agugliaro. They share their wisdom on the art of personalized coaching for customer service representatives (CSRs), scaling the capacity to impress and retain customers across a thousand-strong workforce. This isn't just about handling calls; it’s about crafting moments that leave customers saying "wow" and eagerly waiting for their next service.
In this episode, we also unravel the enduring power of the human touch in a tech-dominated world. Drawing on lessons from teppanyaki chefs to the ethos of Chick-fil-A, we explore how human-led interactions are irreplaceable for creating memorable service experiences. Furthermore, we discuss the path to leadership and financial freedom, highlighting how investing in your team's growth can turn your CSR department into a profit-generating powerhouse. Join us for an enriching session that promises to arm you with strategies and insights to elevate your business's customer service game to unparalleled heights.
https://powersellingpros.com

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Chapters

1. Turning Service Calls into Profits with Brigham Dickinson's Innovative Strategies (00:00:00)

2. Call Handling Training for Trade Businesses (00:00:56)

3. Improving Customer Service for Business Success (00:07:39)

4. Improve Customer Experience With Technicians (00:18:45)

5. Human Interaction in Customer Service (00:30:37)

6. Achieving Financial Freedom and Leadership Growth (00:46:06)