1 00:00:00,000 --> 00:00:05,000 Soften your senses. 2 00:00:05,000 --> 00:00:10,760 Ways to become a better speaker, listener, and follower. 3 00:00:10,760 --> 00:00:13,920 This episode brought to you by Power Selling Pros. 4 00:00:13,920 --> 00:00:17,720 Bringing customer service training and coaching to you. 5 00:00:17,720 --> 00:00:21,440 Learn more at PowerSellingPros.com. 6 00:00:21,440 --> 00:00:24,440 Alright everyone, thank you for joining us once again on Did You Know? 7 00:00:24,440 --> 00:00:26,940 The ESCO HVAC Podcast. 8 00:00:26,940 --> 00:00:31,760 So we're spending some time with Brigham Dickinson, the president and founder of Power Selling 9 00:00:31,760 --> 00:00:32,760 Pros. 10 00:00:32,760 --> 00:00:33,760 How are you doing today? 11 00:00:33,760 --> 00:00:34,760 I'm great, Cliff. 12 00:00:34,760 --> 00:00:35,760 Thanks for having me. 13 00:00:35,760 --> 00:00:39,000 You know, before the show we were having some conversations about like soft skills and 14 00:00:39,000 --> 00:00:45,240 training and we want everyone to know that we're really here to help you understand 15 00:00:45,240 --> 00:00:46,240 ways of communication. 16 00:00:46,240 --> 00:00:48,640 That's really what it comes down to. 17 00:00:48,640 --> 00:00:55,880 So many people will say that with COVID, relationships have died and customer service has died. 18 00:00:55,880 --> 00:00:57,920 And that's not really so. 19 00:00:57,920 --> 00:01:04,180 I think so many people have set it on the shelf and not picked it back up. 20 00:01:04,180 --> 00:01:09,920 And so you're very much leading an effort to help people understand those communication 21 00:01:09,920 --> 00:01:15,920 skills and what it takes to be able to become a good communicator with our customers. 22 00:01:15,920 --> 00:01:19,240 Because we all really are servants to our customers. 23 00:01:19,240 --> 00:01:20,240 Right. 24 00:01:20,240 --> 00:01:24,360 You know, no matter what capacity or whether you're an educator and your customer is your 25 00:01:24,360 --> 00:01:28,600 students and your local contractors, whether you're a distributor and your customer is 26 00:01:28,600 --> 00:01:33,920 your contractors, whether you're a contractor and your customer is your customers and your 27 00:01:33,920 --> 00:01:41,320 employees, we all have communications that we don't always focus on in our industry. 28 00:01:41,320 --> 00:01:42,320 Right. 29 00:01:42,320 --> 00:01:43,320 Sadly enough. 30 00:01:43,320 --> 00:01:50,120 You know, it's interesting about what you initially said that, you know, the idea that 31 00:01:50,120 --> 00:01:52,160 customer service has died after COVID. 32 00:01:52,160 --> 00:01:56,080 Well, if that's true, that's great news for us. 33 00:01:56,080 --> 00:02:04,600 The reason why is because the consumer expectation is low. 34 00:02:04,600 --> 00:02:09,320 And if you can knock their socks off, it's from the very first phone call. 35 00:02:09,320 --> 00:02:11,400 My gosh, that's going to change everything for you. 36 00:02:11,400 --> 00:02:13,480 The dynamic is massive. 37 00:02:13,480 --> 00:02:15,160 The opportunity is massive. 38 00:02:15,160 --> 00:02:16,160 Yeah. 39 00:02:16,160 --> 00:02:20,080 So we both know that the customer experience is alive and well. 40 00:02:20,080 --> 00:02:21,800 There's just less people do it. 41 00:02:21,800 --> 00:02:26,240 Now, it didn't help us that during COVID, we were bombarded by phone calls. 42 00:02:26,240 --> 00:02:27,240 Right. 43 00:02:27,240 --> 00:02:29,480 We were actually doing them a favor by picking up the phone. 44 00:02:29,480 --> 00:02:30,480 Right. 45 00:02:30,480 --> 00:02:31,480 Right. 46 00:02:31,480 --> 00:02:33,880 And we got, you know, let's be honest, we got lazy. 47 00:02:33,880 --> 00:02:34,880 Right. 48 00:02:34,880 --> 00:02:35,880 It was easy. 49 00:02:35,880 --> 00:02:36,880 It was easy. 50 00:02:36,880 --> 00:02:37,880 Right. 51 00:02:37,880 --> 00:02:38,880 Comfort advisors, man, they got all the attention. 52 00:02:38,880 --> 00:02:39,880 You know, we kind of, all the technicians were like, oh, they're calling them money man. 53 00:02:39,880 --> 00:02:40,880 There goes the money man. 54 00:02:40,880 --> 00:02:41,880 Well, the truth is, they were killing it. 55 00:02:41,880 --> 00:02:52,720 Yes. 56 00:02:52,720 --> 00:02:54,600 The truth is, is that it was easy. 57 00:02:54,600 --> 00:02:56,720 It was easy because everybody needed it. 58 00:02:56,720 --> 00:02:57,720 Yeah. 59 00:02:57,720 --> 00:02:59,160 Everybody needed it and they needed it right now. 60 00:02:59,160 --> 00:03:01,520 They're spending more time at home. 61 00:03:01,520 --> 00:03:06,560 Their systems were breaking down sooner than they were supposed to. 62 00:03:06,560 --> 00:03:07,560 And guess what? 63 00:03:07,560 --> 00:03:09,800 When people were uncomfortable, they pull out their checkbook. 64 00:03:09,800 --> 00:03:10,800 Absolutely. 65 00:03:10,800 --> 00:03:14,440 And IAQ was at the forefront of things, which we didn't talk about a ton before. 66 00:03:14,440 --> 00:03:20,320 I mean, we might have rushed on IAQ, but we didn't get into the whole comfort advisor 67 00:03:20,320 --> 00:03:24,440 and the environmental impact that we can do as HVAC contractors. 68 00:03:24,440 --> 00:03:26,360 And now man, that's mainstream. 69 00:03:26,360 --> 00:03:29,320 People are hunting for those options. 70 00:03:29,320 --> 00:03:30,320 Exactly. 71 00:03:30,320 --> 00:03:31,400 Exactly. 72 00:03:31,400 --> 00:03:32,920 Because they're spending more time at home. 73 00:03:32,920 --> 00:03:33,920 That's it. 74 00:03:33,920 --> 00:03:37,440 I mean, you said yourself before the podcast that you're working on your own house that 75 00:03:37,440 --> 00:03:38,440 you want to be at. 76 00:03:38,440 --> 00:03:39,440 Yeah, absolutely. 77 00:03:39,440 --> 00:03:43,040 You want to make sure it has all the bells and whistles, all the latest technology. 78 00:03:43,040 --> 00:03:44,040 I want it. 79 00:03:44,040 --> 00:03:45,040 I see what it can do. 80 00:03:45,040 --> 00:03:46,240 And I hear about it all the time. 81 00:03:46,240 --> 00:03:50,560 I'm like, if we can do this, well, let's talk about this. 82 00:03:50,560 --> 00:03:51,560 Okay. 83 00:03:51,560 --> 00:03:53,080 So we could admit that it's been easy. 84 00:03:53,080 --> 00:03:54,080 Okay. 85 00:03:54,080 --> 00:03:55,200 It's been easy. 86 00:03:55,200 --> 00:03:59,080 And then towards the end of last year, things started going south, right? 87 00:03:59,080 --> 00:04:02,200 For whatever reason, call volumes are down. 88 00:04:02,200 --> 00:04:08,600 They're down about 20% nationwide and everybody's kind of concerned about it. 89 00:04:08,600 --> 00:04:16,320 And it reminds me of the time, oh, I don't know, way back when in 2008, the last time 90 00:04:16,320 --> 00:04:19,600 things hit the proverbial fan. 91 00:04:19,600 --> 00:04:20,600 Yeah. 92 00:04:20,600 --> 00:04:24,040 And so customers were calling in and they were saying, hey, I just want a ballpark price. 93 00:04:24,040 --> 00:04:26,400 And nobody knew what to do with those calls. 94 00:04:26,400 --> 00:04:28,760 And they call and they say, hey, I just want to talk to a technician. 95 00:04:28,760 --> 00:04:29,760 What is this? 96 00:04:29,760 --> 00:04:31,200 Is this like, it never happens, right? 97 00:04:31,200 --> 00:04:33,200 You want it free? 98 00:04:33,200 --> 00:04:34,760 Yeah, exactly. 99 00:04:34,760 --> 00:04:36,800 What are you charged to come out? 100 00:04:36,800 --> 00:04:39,760 You know, 10 bucks, that's outrageous. 101 00:04:39,760 --> 00:04:40,760 Right? 102 00:04:40,760 --> 00:04:44,200 Whereas before they're like, it's $5,000 to come out. 103 00:04:44,200 --> 00:04:45,200 Great. 104 00:04:45,200 --> 00:04:46,200 Fantastic. 105 00:04:46,200 --> 00:04:47,200 Can you come out today? 106 00:04:47,200 --> 00:04:48,200 We can get here. 107 00:04:48,200 --> 00:04:49,200 It didn't matter. 108 00:04:49,200 --> 00:04:50,200 Can we finance that by the way? 109 00:04:50,200 --> 00:04:51,200 Right, right, right. 110 00:04:51,200 --> 00:04:52,200 And we're rolling. 111 00:04:52,200 --> 00:04:53,200 What's in the streets these days? 112 00:04:53,200 --> 00:04:54,200 Yeah, exactly. 113 00:04:54,200 --> 00:04:55,520 So those calls always came in. 114 00:04:55,520 --> 00:04:58,440 We just didn't spend any time on them because we knew that the call right after that was 115 00:04:58,440 --> 00:05:00,580 going to be a much easier call to take. 116 00:05:00,580 --> 00:05:03,640 And so we just kind of, you know, we just got lazy. 117 00:05:03,640 --> 00:05:04,640 And you know what? 118 00:05:04,640 --> 00:05:06,320 It's just kind of the nature of the beast. 119 00:05:06,320 --> 00:05:09,800 So now these types of calls are calls that we absolutely need to book because guess what? 120 00:05:09,800 --> 00:05:11,240 Those are the only calls you're getting. 121 00:05:11,240 --> 00:05:12,240 Right. 122 00:05:12,240 --> 00:05:13,520 People are tighter with their money. 123 00:05:13,520 --> 00:05:17,960 And so right out of the gate, why don't I show you a quick way to book those types of 124 00:05:17,960 --> 00:05:20,440 calls just so that everybody listening can get some value. 125 00:05:20,440 --> 00:05:21,760 Does that sound all right, Cliff? 126 00:05:21,760 --> 00:05:22,760 Yeah, man, let's do it. 127 00:05:22,760 --> 00:05:23,760 Okay. 128 00:05:23,760 --> 00:05:25,680 So the customer gets on the phone, they want a ballpark price. 129 00:05:25,680 --> 00:05:29,240 What they're really saying is because you're thinking, okay, this is a price shopper. 130 00:05:29,240 --> 00:05:34,040 Whenever a price shopper gets on the phone, they're not necessarily shopping for price. 131 00:05:34,040 --> 00:05:38,760 They believe that price is the only thing that sets you apart from everybody else. 132 00:05:38,760 --> 00:05:39,760 Oh, okay. 133 00:05:39,760 --> 00:05:40,760 Okay. 134 00:05:40,760 --> 00:05:42,920 So that's why they're asking about price. 135 00:05:42,920 --> 00:05:43,920 Yeah. 136 00:05:43,920 --> 00:05:44,920 They don't know that it's between you and the next guy. 137 00:05:44,920 --> 00:05:45,920 So for your price. 138 00:05:45,920 --> 00:05:52,000 So whose job is it to show them that there's much more to this than just the price? 139 00:05:52,000 --> 00:05:53,000 Everyone at that company. 140 00:05:53,000 --> 00:05:54,000 Yeah. 141 00:05:54,000 --> 00:05:55,320 But initially it's going to be the first call. 142 00:05:55,320 --> 00:05:56,320 Yeah. 143 00:05:56,320 --> 00:05:57,800 That first person they encounter. 144 00:05:57,800 --> 00:05:58,800 Exactly. 145 00:05:58,800 --> 00:05:59,800 That person picks up the phone. 146 00:05:59,800 --> 00:06:04,560 By the time they get off the phone, the homeowner needs to see a huge difference between the 147 00:06:04,560 --> 00:06:08,640 company that they're talking to and everybody else they've already talked to. 148 00:06:08,640 --> 00:06:13,320 So what we need to do is we need to take care of that customer's emotional need. 149 00:06:13,320 --> 00:06:14,320 Okay. 150 00:06:14,320 --> 00:06:17,880 So we both know that emotion drives the selling process. 151 00:06:17,880 --> 00:06:20,320 Logic justifies, but emotion drives it. 152 00:06:20,320 --> 00:06:24,000 And so what we want to do is take care of that customer's emotional needs. 153 00:06:24,000 --> 00:06:25,000 Now what are their emotional needs? 154 00:06:25,000 --> 00:06:27,520 Well, they want to feel understood. 155 00:06:27,520 --> 00:06:31,200 They want to feel cared about and they want to feel reassured that they've called the 156 00:06:31,200 --> 00:06:32,200 right place. 157 00:06:32,200 --> 00:06:36,960 So you've got to take care of those three emotional needs first. 158 00:06:36,960 --> 00:06:40,400 Now if you can take care of those three emotional needs first, the rest of the call, it's easy. 159 00:06:40,400 --> 00:06:41,400 It's fantastic. 160 00:06:41,400 --> 00:06:42,400 Okay. 161 00:06:42,400 --> 00:06:47,000 So let me give you one way to apply showing that you're listening, showing that you care, 162 00:06:47,000 --> 00:06:48,280 reassuring that you've called the right place. 163 00:06:48,280 --> 00:06:49,880 You do it in the first 30 seconds. 164 00:06:49,880 --> 00:06:50,880 Okay. 165 00:06:50,880 --> 00:06:53,840 Customer gets on the call and they say, Hey, I'm just looking for a ballpark price. 166 00:06:53,840 --> 00:06:54,840 Great. 167 00:06:54,840 --> 00:06:55,840 Hey, Brigham. 168 00:06:55,840 --> 00:06:56,840 Yeah. 169 00:06:56,840 --> 00:07:01,240 So I'm just checking to see what kind of prices that you guys have on equipment. 170 00:07:01,240 --> 00:07:02,480 What's the going rate today? 171 00:07:02,480 --> 00:07:04,280 It's a great question. 172 00:07:04,280 --> 00:07:05,280 Who am I speaking with? 173 00:07:05,280 --> 00:07:06,280 My name's Clifton. 174 00:07:06,280 --> 00:07:08,280 Hey Clifton, I'm Brigham. 175 00:07:08,280 --> 00:07:09,280 Glad you called in. 176 00:07:09,280 --> 00:07:12,460 Is there a system that you've got that's not working? 177 00:07:12,460 --> 00:07:14,160 What motivated your call today? 178 00:07:14,160 --> 00:07:15,160 Yeah. 179 00:07:15,160 --> 00:07:20,280 You know, I think our system's about 15 years old or so. 180 00:07:20,280 --> 00:07:23,440 Oh, so you've gotten some good life out of it. 181 00:07:23,440 --> 00:07:24,440 Yeah. 182 00:07:24,440 --> 00:07:27,240 It just doesn't keep up as the way that it used to. 183 00:07:27,240 --> 00:07:29,800 And, and, and, you know, things are getting tighter. 184 00:07:29,800 --> 00:07:34,080 I've heard that equipment prices are going up and that refrigerants are going away. 185 00:07:34,080 --> 00:07:39,280 And I'm just, I'm just needing to get a ballpark of, you know, where you guys are on prices. 186 00:07:39,280 --> 00:07:41,600 So I, I just, I know what I can do. 187 00:07:41,600 --> 00:07:42,600 Gotcha. 188 00:07:42,600 --> 00:07:44,720 So you've got no faith in your system right now. 189 00:07:44,720 --> 00:07:45,720 It's done. 190 00:07:45,720 --> 00:07:46,720 It's complete. 191 00:07:46,720 --> 00:07:47,720 There's nothing you can do for it. 192 00:07:47,720 --> 00:07:48,720 I'm pretty sure. 193 00:07:48,720 --> 00:07:49,720 Yeah. 194 00:07:49,720 --> 00:07:51,440 I really hate to buy window air conditioners, but 195 00:07:51,440 --> 00:07:55,560 Well, look, we can totally help you. 196 00:07:55,560 --> 00:07:58,520 When would you like us out to take a look at your system or to determine right system 197 00:07:58,520 --> 00:07:59,520 size? 198 00:07:59,520 --> 00:08:02,620 I'm, I'm working from home these days. 199 00:08:02,620 --> 00:08:04,480 So I'm, I'm, I'm pretty available. 200 00:08:04,480 --> 00:08:07,960 It'd be nice to get something going, you know, at least have an idea soon. 201 00:08:07,960 --> 00:08:08,960 Okay. 202 00:08:08,960 --> 00:08:11,840 Well, let me get your contact information and let's look at the schedule together. 203 00:08:11,840 --> 00:08:12,840 Okay. 204 00:08:12,840 --> 00:08:14,040 Yeah, that's fair. 205 00:08:14,040 --> 00:08:15,360 So now we're rolling Clifton. 206 00:08:15,360 --> 00:08:17,280 Man, that didn't take you right. 207 00:08:17,280 --> 00:08:18,280 About 30 seconds. 208 00:08:18,280 --> 00:08:19,280 Yeah. 209 00:08:19,280 --> 00:08:23,640 So look, our goal is to listen. 210 00:08:23,640 --> 00:08:28,720 And one of the best ways to teach a CSR how to listen is to talk to them about the movie 211 00:08:28,720 --> 00:08:29,720 Grease. 212 00:08:29,720 --> 00:08:30,720 You ever watched the movie Grease? 213 00:08:30,720 --> 00:08:31,720 Oh yeah, sure. 214 00:08:31,720 --> 00:08:32,720 Great musical. 215 00:08:32,720 --> 00:08:33,720 Everybody loves it. 216 00:08:33,720 --> 00:08:34,720 There's a song there. 217 00:08:34,720 --> 00:08:35,720 It starts with, tell me more, tell me more. 218 00:08:35,720 --> 00:08:36,720 Yeah. 219 00:08:36,720 --> 00:08:39,800 And funny thing, whenever I bring that up, every CSR I talk to starts singing. 220 00:08:39,800 --> 00:08:40,800 See you're out of your home. 221 00:08:40,800 --> 00:08:44,020 And exactly tell me more, tell me more. 222 00:08:44,020 --> 00:08:46,080 So I have them write it down, right? 223 00:08:46,080 --> 00:08:50,880 I have them write it down and next time a customer gets on the phone and says, Hey, 224 00:08:50,880 --> 00:08:51,880 what do you guys charge to come out? 225 00:08:51,880 --> 00:08:53,120 Well, tell me more about your situation. 226 00:08:53,120 --> 00:08:54,120 What's going on? 227 00:08:54,120 --> 00:08:55,120 Right. 228 00:08:55,120 --> 00:08:57,800 Because it really depends on the situation. 229 00:08:57,800 --> 00:09:02,060 Now if they want to replace their system, there's no charge. 230 00:09:02,060 --> 00:09:06,960 If they want to fix their system, there might be something associated there with us coming 231 00:09:06,960 --> 00:09:07,960 out. 232 00:09:07,960 --> 00:09:10,200 But either way, I need more information. 233 00:09:10,200 --> 00:09:12,340 Truthfully. 234 00:09:12,340 --> 00:09:15,840 It's not me putting you off or throwing things to the side. 235 00:09:15,840 --> 00:09:21,200 It's more about me learning more about your situation. 236 00:09:21,200 --> 00:09:27,480 So I've got to understand first, if I sincerely show you that I want to understand, whether 237 00:09:27,480 --> 00:09:30,640 it's through, tell me more, what's it doing or how long has it been doing that? 238 00:09:30,640 --> 00:09:31,960 Doesn't matter. 239 00:09:31,960 --> 00:09:38,520 If they feel sincerely that you understand that changes things for them emotionally. 240 00:09:38,520 --> 00:09:43,080 And then after that, I simply go, okay, so as soon as you explain to me what it's doing, 241 00:09:43,080 --> 00:09:47,840 it's been around for 15 years, you're like, oh yeah, it's just not working, man. 242 00:09:47,840 --> 00:09:48,840 It's brutal. 243 00:09:48,840 --> 00:09:53,760 I get you talking about the situation itself and you're using words like unfortunately 244 00:09:53,760 --> 00:09:54,760 and so on and so forth. 245 00:09:54,760 --> 00:09:58,840 And I know I need to get it replaced and I really don't want to do it. 246 00:09:58,840 --> 00:10:03,640 But you see, I'm getting you to that point where you're a little bit vulnerable. 247 00:10:03,640 --> 00:10:04,640 And that's what I want. 248 00:10:04,640 --> 00:10:06,560 I want to show you that I care. 249 00:10:06,560 --> 00:10:07,560 Right? 250 00:10:07,560 --> 00:10:08,560 Did you feel that I cared? 251 00:10:08,560 --> 00:10:10,220 Yes, absolutely. 252 00:10:10,220 --> 00:10:13,600 And then I just simply reassured you that you've called the right place. 253 00:10:13,600 --> 00:10:14,600 Validation. 254 00:10:14,600 --> 00:10:15,600 Yeah. 255 00:10:15,600 --> 00:10:16,600 You've called the right place. 256 00:10:16,600 --> 00:10:17,600 Yeah. 257 00:10:17,600 --> 00:10:18,600 Okay. 258 00:10:18,600 --> 00:10:20,160 Essentially what I'm saying is, is you belong here. 259 00:10:20,160 --> 00:10:21,160 Yeah. 260 00:10:21,160 --> 00:10:22,160 You belong. 261 00:10:22,160 --> 00:10:23,160 You're in the right place. 262 00:10:23,160 --> 00:10:24,160 Okay. 263 00:10:24,160 --> 00:10:25,160 It's safe. 264 00:10:25,160 --> 00:10:26,160 It's comfortable. 265 00:10:26,160 --> 00:10:27,160 All right. 266 00:10:27,160 --> 00:10:29,520 And as long as I can create that environment in the beginning of that phone call, I simply 267 00:10:29,520 --> 00:10:31,760 ask, well, when would you like us out? 268 00:10:31,760 --> 00:10:32,760 Why? 269 00:10:32,760 --> 00:10:35,560 Because you feel understood, you feel cared about and you feel reassured that you're called 270 00:10:35,560 --> 00:10:36,560 the right place. 271 00:10:36,560 --> 00:10:39,080 You're good. 272 00:10:39,080 --> 00:10:42,120 So emotion drives, logic justifies. 273 00:10:42,120 --> 00:10:43,120 Okay. 274 00:10:43,120 --> 00:10:45,600 So that's what we want to do with those types of calls. 275 00:10:45,600 --> 00:10:46,960 Hey, I just want to talk to a technician. 276 00:10:46,960 --> 00:10:47,960 Great. 277 00:10:47,960 --> 00:10:48,960 We've got a lot of those. 278 00:10:48,960 --> 00:10:49,960 Let's make sure that we're sending out the right one. 279 00:10:49,960 --> 00:10:50,960 Tell me more about your situation. 280 00:10:50,960 --> 00:10:51,960 Yeah. 281 00:10:51,960 --> 00:10:52,960 Tell me more about your situation. 282 00:10:52,960 --> 00:10:53,960 Yeah. 283 00:10:53,960 --> 00:10:54,960 What's going on? 284 00:10:54,960 --> 00:10:55,960 Well, it's, it's doing this. 285 00:10:55,960 --> 00:10:56,960 It's doing that. 286 00:10:56,960 --> 00:10:57,960 Oh my gosh. 287 00:10:57,960 --> 00:10:58,960 How long has been doing that? 288 00:10:58,960 --> 00:10:59,960 Last couple of days. 289 00:10:59,960 --> 00:11:00,960 Okay. 290 00:11:00,960 --> 00:11:01,960 Well, we can help. 291 00:11:01,960 --> 00:11:02,960 We can help with that. 292 00:11:02,960 --> 00:11:03,960 When would you like us out? 293 00:11:03,960 --> 00:11:04,960 Oh, this afternoon would be good. 294 00:11:04,960 --> 00:11:05,960 And you'd be surprised how many times, even in a role play, I'm sitting down at the CSR. 295 00:11:05,960 --> 00:11:09,880 I, in the beginning, I said, I want you to be as mean as you possibly can. 296 00:11:09,880 --> 00:11:13,320 And I get into it and they go, Oh, I can't do this. 297 00:11:13,320 --> 00:11:15,160 Why'd you stop the role play? 298 00:11:15,160 --> 00:11:17,000 She's like, well, because I'm not this kind of person. 299 00:11:17,000 --> 00:11:18,280 Well, what kind of person? 300 00:11:18,280 --> 00:11:19,560 Oh, well, I'm not mean. 301 00:11:19,560 --> 00:11:22,360 Why do you care that I'm, why do you care what I think? 302 00:11:22,360 --> 00:11:25,000 Well, I, I'm not, I'm not a mean person. 303 00:11:25,000 --> 00:11:26,000 Exactly. 304 00:11:26,000 --> 00:11:28,420 You like me, you like me. 305 00:11:28,420 --> 00:11:35,200 And it makes it very hard, even in a role play to be angry, disgruntled or mean. 306 00:11:35,200 --> 00:11:36,200 That's pretty basic fundamental. 307 00:11:36,200 --> 00:11:37,200 I mean, but impactful. 308 00:11:37,200 --> 00:11:38,200 Yeah. 309 00:11:38,200 --> 00:11:43,520 So if you can take care of their human emotional needs and beginning the phone call, you're 310 00:11:43,520 --> 00:11:48,840 going to have a much better chance of booking that call while in that customer, but they've 311 00:11:48,840 --> 00:11:49,840 got to love it, right? 312 00:11:49,840 --> 00:11:50,840 They've got to own their process. 313 00:11:50,840 --> 00:11:51,840 And so what am I teaching? 314 00:11:51,840 --> 00:11:52,840 I'm teaching the pattern for excellence. 315 00:11:52,840 --> 00:11:53,840 Right, right, right. 316 00:11:53,840 --> 00:11:54,840 Okay. 317 00:11:54,840 --> 00:11:58,980 So the end goal is create a wow experience for the customer. 318 00:11:58,980 --> 00:12:03,200 And the way that you create that wow experience for the customer is you follow eight principles. 319 00:12:03,200 --> 00:12:08,680 You teach, I teach, I teach positivity because you got to have it. 320 00:12:08,680 --> 00:12:09,680 Yep. 321 00:12:09,680 --> 00:12:11,980 You got to have a positive attitude from the, from the get-go. 322 00:12:11,980 --> 00:12:12,980 It's contagious. 323 00:12:12,980 --> 00:12:15,960 So as a negative attitude, so be very careful. 324 00:12:15,960 --> 00:12:19,560 Always check your attitude at the door before you pick up that phone metaphorically speaking. 325 00:12:19,560 --> 00:12:20,560 Right. 326 00:12:20,560 --> 00:12:24,240 And so after that, you've got to have a willingness to listen to your own phone calls. 327 00:12:24,240 --> 00:12:27,360 Cause we don't just teach people how to answer the phones. 328 00:12:27,360 --> 00:12:30,320 We're monitoring their calls on a regular basis. 329 00:12:30,320 --> 00:12:33,480 We're coaching them one-on-one twice a month using their own phone calls. 330 00:12:33,480 --> 00:12:34,480 Oh wow. 331 00:12:34,480 --> 00:12:38,280 A lot of training companies out there that will tell you what to do and then leave you 332 00:12:38,280 --> 00:12:40,480 to your own devices. 333 00:12:40,480 --> 00:12:42,080 We don't do that. 334 00:12:42,080 --> 00:12:43,360 We teach you what to do. 335 00:12:43,360 --> 00:12:44,360 We teach your team what to do. 336 00:12:44,360 --> 00:12:48,160 And then we go in and provide the accountability over time. 337 00:12:48,160 --> 00:12:49,720 So we do it for you. 338 00:12:49,720 --> 00:12:51,360 All right. 339 00:12:51,360 --> 00:12:53,960 We provide the accountability over time for you. 340 00:12:53,960 --> 00:12:56,000 It's four levels of certification. 341 00:12:56,000 --> 00:12:57,760 Takes about a year and a half to complete. 342 00:12:57,760 --> 00:13:01,880 But by the time we're done, they're booking calls, they're wowing customers. 343 00:13:01,880 --> 00:13:09,120 We're making sure that when the CSR books that call, that they're the only one. 344 00:13:09,120 --> 00:13:11,600 The company is the only one going out to the customer's home. 345 00:13:11,600 --> 00:13:12,600 Exactly. 346 00:13:12,600 --> 00:13:14,360 We're teaching them how to sell service agreements. 347 00:13:14,360 --> 00:13:21,000 Here's what's so important about this, Cliff, is that if I can help a CSR realize that if 348 00:13:21,000 --> 00:13:24,960 they spend the extra time in the beginning of that phone call, listening, caring, reassuring, 349 00:13:24,960 --> 00:13:30,080 if they do that first, you'll find that the call takes half as long. 350 00:13:30,080 --> 00:13:33,720 The reason why is because usually when we get on the phone, we're saying things like, 351 00:13:33,720 --> 00:13:35,560 well, where are you located? 352 00:13:35,560 --> 00:13:37,200 And have we worked with you before? 353 00:13:37,200 --> 00:13:38,200 And let me get your address. 354 00:13:38,200 --> 00:13:39,200 You see, I'm taking. 355 00:13:39,200 --> 00:13:40,200 Take, take, take, take, take. 356 00:13:40,200 --> 00:13:41,200 You're actually feeling isolated. 357 00:13:41,200 --> 00:13:42,200 Exactly. 358 00:13:42,200 --> 00:13:44,920 And you're also creating concern. 359 00:13:44,920 --> 00:13:49,280 Like, well, if I say, yes, I've worked with you before, do I get better service? 360 00:13:49,280 --> 00:13:52,240 If I say no, does that mean you're not going to help me? 361 00:13:52,240 --> 00:13:53,920 You're only working with existing customers? 362 00:13:53,920 --> 00:13:55,880 You know what you're curating? 363 00:13:55,880 --> 00:13:59,800 If you ask for my address or you already look, if I'm not in your service area, am I wasting 364 00:13:59,800 --> 00:14:00,800 my time? 365 00:14:00,800 --> 00:14:02,840 You're creating concern right out of the gate. 366 00:14:02,840 --> 00:14:05,160 You're taking as opposed to giving. 367 00:14:05,160 --> 00:14:09,200 So before you take information, you've got to give your attention, give your attention, 368 00:14:09,200 --> 00:14:10,960 do it for 30 seconds. 369 00:14:10,960 --> 00:14:13,840 Trust me, even if you book the call at the end of that call, the customer is going to 370 00:14:13,840 --> 00:14:16,800 say, so about my system, it's not working. 371 00:14:16,800 --> 00:14:20,240 And I'm not sure that, you know, they explain the situation because they're not sure they're 372 00:14:20,240 --> 00:14:22,420 feeling understood. 373 00:14:22,420 --> 00:14:24,200 Feeling is the key word there. 374 00:14:24,200 --> 00:14:25,480 They don't feel cared about. 375 00:14:25,480 --> 00:14:27,200 They don't feel like they've called the right place. 376 00:14:27,200 --> 00:14:29,080 They don't feel like they belong. 377 00:14:29,080 --> 00:14:30,320 Their emotional needs aren't being met. 378 00:14:30,320 --> 00:14:33,680 And that's why that call takes six minutes, seven minutes, eight minutes, nine minutes, 379 00:14:33,680 --> 00:14:36,480 as opposed to three. 380 00:14:36,480 --> 00:14:37,480 Give your attention first. 381 00:14:37,480 --> 00:14:40,400 You see with people, fast is actually slow. 382 00:14:40,400 --> 00:14:43,560 Yeah, I've actually heard that quite often. 383 00:14:43,560 --> 00:14:47,960 And it takes a while to understand what that actually means. 384 00:14:47,960 --> 00:14:48,960 Yeah. 385 00:14:48,960 --> 00:14:49,960 Yeah. 386 00:14:49,960 --> 00:14:52,320 So that's our goal there. 387 00:14:52,320 --> 00:14:53,320 I love that. 388 00:14:53,320 --> 00:14:54,320 I love the approach. 389 00:14:54,320 --> 00:14:58,560 You know, one of the things that you had mentioned was, you know, that you're, you're actually 390 00:14:58,560 --> 00:15:04,660 going back and you're spending time one-on-one with people, replaying their conversations. 391 00:15:04,660 --> 00:15:07,580 And I get this question quite often. 392 00:15:07,580 --> 00:15:09,960 How are you so comfortable speaking? 393 00:15:09,960 --> 00:15:16,440 I'm like, because at some point I got tired of hearing myself because I was, I was recording 394 00:15:16,440 --> 00:15:21,520 and listening to myself and to the point where I got comfortable hearing what I was saying. 395 00:15:21,520 --> 00:15:24,920 And so that's what you're, that's what you're doing. 396 00:15:24,920 --> 00:15:32,040 You're, you're helping someone learn a skillset of communication by listening to themselves, 397 00:15:32,040 --> 00:15:35,360 making corrections, and then hearing those changes along the way. 398 00:15:35,360 --> 00:15:39,760 I mean, you're doing a mentorship for CSRs. 399 00:15:39,760 --> 00:15:40,760 Yes. 400 00:15:40,760 --> 00:15:45,120 Yeah, look, and usually a CSR doesn't get a lot of attention. 401 00:15:45,120 --> 00:15:49,560 Usually the only time they get training is if their business owner walks by them and 402 00:15:49,560 --> 00:15:53,560 hears something he or she doesn't like. 403 00:15:53,560 --> 00:15:55,000 And now it's a punishment. 404 00:15:55,000 --> 00:15:56,000 Yeah. 405 00:15:56,000 --> 00:15:57,000 Right. 406 00:15:57,000 --> 00:15:58,000 You hire us and we're already behind the eight ball. 407 00:15:58,000 --> 00:16:00,680 Oh, powersling process coming in to fix us. 408 00:16:00,680 --> 00:16:01,960 Apparently we're not good enough. 409 00:16:01,960 --> 00:16:02,960 Right. 410 00:16:02,960 --> 00:16:03,960 Right. 411 00:16:03,960 --> 00:16:08,000 And we've got to, we've got to wade through that instead training your CSRs, coaching 412 00:16:08,000 --> 00:16:11,040 your CSRs on a regular basis should be a part of your culture. 413 00:16:11,040 --> 00:16:12,160 I think so. 414 00:16:12,160 --> 00:16:15,720 So if you know in your heart of hearts that you're not going to do it, then hire somebody 415 00:16:15,720 --> 00:16:19,280 outside, hire a third party, somebody who's competent, somebody who knows what they're 416 00:16:19,280 --> 00:16:23,560 doing and, and, and provide that accountability and that attention to them. 417 00:16:23,560 --> 00:16:25,280 If nothing else, it's cheap therapy. 418 00:16:25,280 --> 00:16:29,560 I'm just sitting here thinking, you're providing a lot of service. 419 00:16:29,560 --> 00:16:30,560 Yeah. 420 00:16:30,560 --> 00:16:31,560 To, to people. 421 00:16:31,560 --> 00:16:32,560 Yeah. 422 00:16:32,560 --> 00:16:33,560 Really? 423 00:16:33,560 --> 00:16:34,560 And they just need that. 424 00:16:34,560 --> 00:16:37,360 Look, there's a reason why people exercise more than once. 425 00:16:37,360 --> 00:16:39,920 There's a reason why they go to church more than once. 426 00:16:39,920 --> 00:16:41,360 They go regularly. 427 00:16:41,360 --> 00:16:44,920 They exercise regularly because they need it regularly. 428 00:16:44,920 --> 00:16:50,800 Well, that's, that's also true with them having a chance to sharpen the saw, listen 429 00:16:50,800 --> 00:16:55,040 to their own phone calls on a regular basis and get feedback and coaching and be able 430 00:16:55,040 --> 00:16:57,440 to practice during that period of time. 431 00:16:57,440 --> 00:17:01,560 And if they've got a great connection with their coach, man, you'd be surprised at what 432 00:17:01,560 --> 00:17:02,740 they can do. 433 00:17:02,740 --> 00:17:04,040 So here's what I teach the CSR. 434 00:17:04,040 --> 00:17:10,120 I say, look, as soon as you begin to do these things, right, you're going to have the opportunity 435 00:17:10,120 --> 00:17:12,640 at the end of that phone call to say, Hey, Mr. Jones, I'm looking at your notes and I 436 00:17:12,640 --> 00:17:14,920 noticed you don't have a membership with us. 437 00:17:14,920 --> 00:17:17,600 I'm wondering why not. 438 00:17:17,600 --> 00:17:22,840 Now let's say you get 30 phone calls a day and 20 of those calls are like, I'm good. 439 00:17:22,840 --> 00:17:23,840 We're good there. 440 00:17:23,840 --> 00:17:24,840 And that's fine. 441 00:17:24,840 --> 00:17:25,840 All right. 442 00:17:25,840 --> 00:17:26,840 Nope. 443 00:17:26,840 --> 00:17:29,240 We're not going to push it, but let's say that 10 were to say, Oh my gosh, well, what's 444 00:17:29,240 --> 00:17:30,240 that all about? 445 00:17:30,240 --> 00:17:31,240 What is that? 446 00:17:31,240 --> 00:17:32,240 Exactly. 447 00:17:32,240 --> 00:17:33,240 What are the benefits? 448 00:17:33,240 --> 00:17:34,240 Yeah. 449 00:17:34,240 --> 00:17:38,160 And then let's say that out of the 10 to actually do sign up right there over the phone. 450 00:17:38,160 --> 00:17:43,080 And let's say that a CSR gets $10 per membership and they sell two a day. 451 00:17:43,080 --> 00:17:47,680 So now we're at 20 bucks a day, $20 five days a week is a hundred bucks. 452 00:17:47,680 --> 00:17:50,480 Now it's there's 52 weeks in a year. 453 00:17:50,480 --> 00:17:55,360 Let's say that they're working 50 out of those 52 weeks, 50 times 10 add two zeros. 454 00:17:55,360 --> 00:17:57,320 You've got $5,000 a year. 455 00:17:57,320 --> 00:17:58,320 Okay. 456 00:17:58,320 --> 00:18:01,820 So you've just changed everything for that CSR. 457 00:18:01,820 --> 00:18:04,760 Now that CSR has control over their own income. 458 00:18:04,760 --> 00:18:10,840 They become more self-reliant and they sit in that seat longer and you don't have as 459 00:18:10,840 --> 00:18:13,680 much turnover because you've given them a way to make their own money. 460 00:18:13,680 --> 00:18:17,520 You're training and incentivizing them to perform at extremely high level. 461 00:18:17,520 --> 00:18:21,320 Look, your technicians shouldn't be selling memberships anyway. 462 00:18:21,320 --> 00:18:22,560 They should be selling zoning. 463 00:18:22,560 --> 00:18:25,520 They should be selling indoor air quality, all the other things that we were talking 464 00:18:25,520 --> 00:18:27,600 about before this podcast started. 465 00:18:27,600 --> 00:18:29,440 That's what they should be doing. 466 00:18:29,440 --> 00:18:36,920 So the CSR's job is to provide the technicians with opportunity. 467 00:18:36,920 --> 00:18:37,920 That's their job. 468 00:18:37,920 --> 00:18:38,920 Their job is to keep the board full. 469 00:18:38,920 --> 00:18:40,680 If calls are coming in, great. 470 00:18:40,680 --> 00:18:43,320 Book the call while the customer makes sure you're the only one coming out. 471 00:18:43,320 --> 00:18:47,640 If calls aren't coming in, they want to have, you want to create the culture for them to 472 00:18:47,640 --> 00:18:50,400 be motivated to call out. 473 00:18:50,400 --> 00:18:56,720 So if they're being taught and compensated for selling service agreements on the inbound 474 00:18:56,720 --> 00:19:00,760 phone calls, what do you think they're going to do if the call stops ringing, if the call 475 00:19:00,760 --> 00:19:02,360 stops coming in? 476 00:19:02,360 --> 00:19:06,080 They're going to call out, talk to some customers and say, hey, why don't you have a membership 477 00:19:06,080 --> 00:19:07,080 with us? 478 00:19:07,080 --> 00:19:08,080 Why? 479 00:19:08,080 --> 00:19:10,360 Because they've realized how easy it is on the inbound calls. 480 00:19:10,360 --> 00:19:13,120 So you've got to create that culture inside the office. 481 00:19:13,120 --> 00:19:17,680 Now once the expectation is set, well then your goal is to do the same thing with technicians. 482 00:19:17,680 --> 00:19:20,360 I don't know if we've got time to talk about it, but if we do, let's dive into it. 483 00:19:20,360 --> 00:19:21,360 This is great. 484 00:19:21,360 --> 00:19:22,360 Yeah, no, absolutely. 485 00:19:22,360 --> 00:19:29,600 So with the technician, you'll notice by the way that I don't use the word sales. 486 00:19:29,600 --> 00:19:33,800 The reason why is because CSRs and technicians don't want to be in sales. 487 00:19:33,800 --> 00:19:36,560 They don't want to feel like car salesmen. 488 00:19:36,560 --> 00:19:39,680 However, they do want to do a good job. 489 00:19:39,680 --> 00:19:41,680 Yeah, they want to provide solutions. 490 00:19:41,680 --> 00:19:42,680 Yes. 491 00:19:42,680 --> 00:19:47,600 And so all you want to do is create a picture for what a great job looks like. 492 00:19:47,600 --> 00:19:55,200 So whenever I'm in front of technicians and Cliff, I probably fly out this time of year 493 00:19:55,200 --> 00:19:59,880 twice a week with business owners. 494 00:19:59,880 --> 00:20:03,160 And on day one, I'm training the CSRs to set the expectation for what we're looking to 495 00:20:03,160 --> 00:20:07,560 hear over the phones before we begin the coaching process for them. 496 00:20:07,560 --> 00:20:11,480 And then the next day I get in a technician uniform and I'm going out on ride-alongs with 497 00:20:11,480 --> 00:20:12,480 techs. 498 00:20:12,480 --> 00:20:16,640 I do an hour training in the morning and then I begin to teach technicians throughout the 499 00:20:16,640 --> 00:20:17,640 day. 500 00:20:17,640 --> 00:20:20,520 Now in that hour training, it's very simple. 501 00:20:20,520 --> 00:20:23,800 And it doesn't matter how early it is, Clifton, it doesn't matter if they've had coffee or 502 00:20:23,800 --> 00:20:24,800 not. 503 00:20:24,800 --> 00:20:26,560 I ask one question to wake everybody up. 504 00:20:26,560 --> 00:20:29,560 And this question is only for technicians, it's not for CSRs. 505 00:20:29,560 --> 00:20:31,560 You've got to know your audience. 506 00:20:31,560 --> 00:20:36,080 But for technicians, I simply ask guys, how do you get kissed on the first date? 507 00:20:36,080 --> 00:20:42,040 And you'd be amazed at how often a technician begins to sit up in his chair, I get eye contact, 508 00:20:42,040 --> 00:20:44,200 I get people pulling out their pencils. 509 00:20:44,200 --> 00:20:50,160 They're ready to write down something really important. 510 00:20:50,160 --> 00:20:56,320 Even if they're married, you and I know they haven't been kissed in weeks. 511 00:20:56,320 --> 00:21:01,360 So there are three things you need to have a very good chance of getting kissed on the 512 00:21:01,360 --> 00:21:02,360 first date. 513 00:21:02,360 --> 00:21:03,360 Okay. 514 00:21:03,360 --> 00:21:07,200 The first is to create an environment of comfort, right? 515 00:21:07,200 --> 00:21:10,920 If your date does not feel comfortable, you're not getting kissed. 516 00:21:10,920 --> 00:21:13,660 Number two is, is they've got to feel safe. 517 00:21:13,660 --> 00:21:15,480 If they don't feel safe, guess what? 518 00:21:15,480 --> 00:21:16,480 You're not getting kissed. 519 00:21:16,480 --> 00:21:20,360 Lastly, they need to have just a little bit of fun. 520 00:21:20,360 --> 00:21:22,400 Okay, just a little bit of fun. 521 00:21:22,400 --> 00:21:25,600 In this environment, you have a very good chance of getting kissed. 522 00:21:25,600 --> 00:21:32,040 Now, at this point, a smart, I'm counting on a smart alecky technician asking me saying, 523 00:21:32,040 --> 00:21:34,440 so you want us to kiss our customers? 524 00:21:34,440 --> 00:21:37,000 No, no, I do not. 525 00:21:37,000 --> 00:21:39,120 I do not want you kissing your customers. 526 00:21:39,120 --> 00:21:42,880 However, I'm glad you brought it up because I do want you to create an environment of 527 00:21:42,880 --> 00:21:47,840 safety and environment of comfort and make sure they're having just a little bit of fun. 528 00:21:47,840 --> 00:21:49,800 In that environment, don't you think? 529 00:21:49,800 --> 00:21:56,260 In that, yeah, in that environment, you're not just going out to do the thing you've 530 00:21:56,260 --> 00:21:57,780 been called out to do. 531 00:21:57,780 --> 00:22:00,200 You're taking a look at the entire home. 532 00:22:00,200 --> 00:22:01,200 Why? 533 00:22:01,200 --> 00:22:02,200 Because they feel safe. 534 00:22:02,200 --> 00:22:03,200 They feel comfortable. 535 00:22:03,200 --> 00:22:04,200 They're having fun. 536 00:22:04,200 --> 00:22:05,200 You're a homeowner. 537 00:22:05,200 --> 00:22:09,500 In that environment, you have the opportunity, the freedom to get curious about what's going 538 00:22:09,500 --> 00:22:10,680 on inside the customer's home. 539 00:22:10,680 --> 00:22:11,680 And you're going to notice things. 540 00:22:11,680 --> 00:22:16,280 You're going to notice things like smoke to take your hanging from the wire. 541 00:22:16,280 --> 00:22:19,920 And you're going to see water heaters that are a little bit older than they than they 542 00:22:19,920 --> 00:22:20,920 should be. 543 00:22:20,920 --> 00:22:22,200 And they're probably going to break down any moment. 544 00:22:22,200 --> 00:22:23,880 You're going to see leaky faucets. 545 00:22:23,880 --> 00:22:26,880 You're going to see toilets that don't flush. 546 00:22:26,880 --> 00:22:27,880 You're going to see it right. 547 00:22:27,880 --> 00:22:28,880 You're going to see bathtubs. 548 00:22:28,880 --> 00:22:32,800 The water goes up a little bit and they wade through water every time they take a shower. 549 00:22:32,800 --> 00:22:34,320 They're going to you're going to see these things. 550 00:22:34,320 --> 00:22:37,440 And as you see these things, because they like you, they feel safe. 551 00:22:37,440 --> 00:22:41,120 And they're having just a little bit of fun, right? 552 00:22:41,120 --> 00:22:42,120 They feel comfortable. 553 00:22:42,120 --> 00:22:44,960 They're going to say, oh, will you please fix that while you're here? 554 00:22:44,960 --> 00:22:47,320 Oh, will you please fix this while you're here? 555 00:22:47,320 --> 00:22:49,200 And don't you think that is great customer service. 556 00:22:49,200 --> 00:22:52,680 You see, when we are curious about what's going on inside the customer's home and we 557 00:22:52,680 --> 00:22:58,600 provide options based on that curiosity, and then we simply get to yes or no, just get 558 00:22:58,600 --> 00:22:59,920 to yes or no. 559 00:22:59,920 --> 00:23:00,920 You provide the option. 560 00:23:00,920 --> 00:23:02,160 They say no fine. 561 00:23:02,160 --> 00:23:03,560 They say yes, great. 562 00:23:03,560 --> 00:23:09,760 Either way, you're going through and you're providing a phenomenal customer experience. 563 00:23:09,760 --> 00:23:12,560 And at some point during this, they go, wait a minute, you don't want me to sell. 564 00:23:12,560 --> 00:23:13,560 Did I say anything about selling? 565 00:23:13,560 --> 00:23:14,560 No. 566 00:23:14,560 --> 00:23:17,960 Did you say about who said anything about nobody said anything about selling? 567 00:23:17,960 --> 00:23:18,960 Here's what I want you to do. 568 00:23:18,960 --> 00:23:23,560 I want you to create an environment of safety, comfort, and fun happens to be a buying environment 569 00:23:23,560 --> 00:23:24,560 in that environment. 570 00:23:24,560 --> 00:23:27,960 You have the freedom to be curious about what's going on inside the customer's home. 571 00:23:27,960 --> 00:23:32,180 You provide options based on that curiosity and you simply get to yes or no. 572 00:23:32,180 --> 00:23:34,640 That's all I want you to do. 573 00:23:34,640 --> 00:23:37,040 I'm sold. 574 00:23:37,040 --> 00:23:38,040 I love it. 575 00:23:38,040 --> 00:23:40,520 It's such a wonderful conversation. 576 00:23:40,520 --> 00:23:41,840 Yeah. 577 00:23:41,840 --> 00:23:43,180 And so they ask, okay, we'll bring them. 578 00:23:43,180 --> 00:23:44,720 How do we create safety comfort in front? 579 00:23:44,720 --> 00:23:45,880 I'm so glad you asked. 580 00:23:45,880 --> 00:23:48,880 We have this really cool tool called the pattern for excellence. 581 00:23:48,880 --> 00:23:50,720 And I go through and teach them that pattern for excellence. 582 00:23:50,720 --> 00:23:53,520 And I do it in an hour. 583 00:23:53,520 --> 00:23:59,640 So when I am done, when I go through customers homes, I mean, we're crushing it. 584 00:23:59,640 --> 00:24:01,440 There's always something in everybody's home. 585 00:24:01,440 --> 00:24:05,760 There's probably something in your home where, you know, a plumber or heating and cooling 586 00:24:05,760 --> 00:24:08,560 tech can come in and find it, fix it, upgrade it. 587 00:24:08,560 --> 00:24:10,760 The right person is getting the work. 588 00:24:10,760 --> 00:24:11,760 Exactly. 589 00:24:11,760 --> 00:24:12,760 Yeah. 590 00:24:12,760 --> 00:24:20,200 And so if you are there in the customer's home on a date, metaphorically speaking, where 591 00:24:20,200 --> 00:24:25,860 it's okay that they're still around, it's okay that you guys are talking all along the 592 00:24:25,860 --> 00:24:29,120 way and you're pointing things out and you're saying, hey, you see what this does? 593 00:24:29,120 --> 00:24:30,280 Let me show you something real quick. 594 00:24:30,280 --> 00:24:32,180 And then let me open this. 595 00:24:32,180 --> 00:24:33,180 You see what's going on there. 596 00:24:33,180 --> 00:24:34,180 You see what's happening there. 597 00:24:34,180 --> 00:24:36,680 And as you are, things come up. 598 00:24:36,680 --> 00:24:42,480 You know, geez, my son, he does suffer from allergies. 599 00:24:42,480 --> 00:24:43,480 He does. 600 00:24:43,480 --> 00:24:45,760 Well, there's so much that we can provide here. 601 00:24:45,760 --> 00:24:46,760 Let me show you. 602 00:24:46,760 --> 00:24:47,760 Yeah, the static's horrible in here. 603 00:24:47,760 --> 00:24:48,760 The wood's cracking. 604 00:24:48,760 --> 00:24:49,760 Yeah. 605 00:24:49,760 --> 00:24:51,540 Here's where we'd put that UV light. 606 00:24:51,540 --> 00:24:53,720 You see right above here and we'd put it right there. 607 00:24:53,720 --> 00:24:55,640 And I'm not even a technician. 608 00:24:55,640 --> 00:24:56,640 Okay. 609 00:24:56,640 --> 00:24:59,720 When a homeowner says to me, I'm right there with the technician, it's been there for the 610 00:24:59,720 --> 00:25:00,720 last 20 years. 611 00:25:00,720 --> 00:25:04,360 And the homeowner says to me, man, you're a great technician. 612 00:25:04,360 --> 00:25:12,040 And of course we walk outside and he's like, dude, you're not a technician. 613 00:25:12,040 --> 00:25:14,760 So, so yeah, yeah. 614 00:25:14,760 --> 00:25:20,960 It's, it's, uh, it's a lot of fun when you just make it as simple as possible. 615 00:25:20,960 --> 00:25:25,640 Every technician I know wants to do a good job. 616 00:25:25,640 --> 00:25:26,640 True. 617 00:25:26,640 --> 00:25:29,520 They want to do a good job. 618 00:25:29,520 --> 00:25:33,400 And even though they don't want to sell, okay. 619 00:25:33,400 --> 00:25:36,680 If we, if we're just hitting them, sell, sell, sell, you know what? 620 00:25:36,680 --> 00:25:38,280 You might as well be talking to a wall. 621 00:25:38,280 --> 00:25:39,280 Yeah. 622 00:25:39,280 --> 00:25:40,280 You're going to lose a technician. 623 00:25:40,280 --> 00:25:41,280 Yeah. 624 00:25:41,280 --> 00:25:42,280 They don't want to do that. 625 00:25:42,280 --> 00:25:43,280 They want to do a good job. 626 00:25:43,280 --> 00:25:45,960 They want to go home at night, feel good about what they're doing. 627 00:25:45,960 --> 00:25:50,160 All you need to do is show them how to do that. 628 00:25:50,160 --> 00:25:52,560 Wonderful. 629 00:25:52,560 --> 00:25:57,080 Brigham Dickinson, power selling pros. 630 00:25:57,080 --> 00:26:00,960 How do people connect with power selling pros? 631 00:26:00,960 --> 00:26:01,960 Yeah. 632 00:26:01,960 --> 00:26:04,840 So just go to power selling pros.com. 633 00:26:04,840 --> 00:26:11,600 P O W E R S E L L I N G P R O S.com. 634 00:26:11,600 --> 00:26:16,440 There is a link right on the front page of that website where you can click on a demo, 635 00:26:16,440 --> 00:26:17,440 basically schedule a demo. 636 00:26:17,440 --> 00:26:23,320 You'll get it right on our calendar and we'll talk about your needs, your CSRs and your 637 00:26:23,320 --> 00:26:24,320 technicians. 638 00:26:24,320 --> 00:26:25,880 And our goal is to build a long-term relationship. 639 00:26:25,880 --> 00:26:28,880 And the last thing we want to do is give you one more thing to do. 640 00:26:28,880 --> 00:26:31,720 We actually want to take something off your plate. 641 00:26:31,720 --> 00:26:36,960 So if you know your CSRs need ongoing coaching accountability, let's do it. 642 00:26:36,960 --> 00:26:40,840 If you know your technicians need ongoing coaching accountability, let's do it. 643 00:26:40,840 --> 00:26:42,480 We look forward to working with you. 644 00:26:42,480 --> 00:26:43,480 Awesome. 645 00:26:43,480 --> 00:26:47,360 I appreciate your time and I look forward to some deeper conversations on this. 646 00:26:47,360 --> 00:26:48,360 Let's do it. 647 00:26:48,360 --> 00:26:49,360 Thanks. 648 00:26:49,360 --> 00:26:56,360 Thank you.