Podcast #45

“Company Aquisition”

Featuring Brigham Dickinson

Intro: Welcome to Profiles In Prosperity, the leading podcast for residential service contractors sponsored by Service Roundtable and hosted by David Heimer.

David Heimer: Hi, this is David Heimer, welcome to Profiles In Prosperity. Brigham Dickinson is president and founder of Power Selling Pros, a leading coaching and training firm dedicated to teaching businesses how to wow more customers. When I first got to know him and Power Selling Pros, they were training customer service reps, CSRs. But since that time they’ve significantly expanded their training and coaching repertoire. I’ve always been impressed with Brigham and his team deservedly so they have an amazing reputation in our industry. So Brigham, welcome to Profiles In Prosperity.

Brigham Dickinson: Thanks for having me, David.

David Heimer: So we could talk about a lot of training specifics today, but I’d sort of like to go back to your roots and focus on CSRs. And the reason I’d like to do that is in my opinion, they are often sort of the overlooked impactful people in an organization. They’re often the lowest paid and the least trained. But they have an enormous impact on business and I know you believe that. What are some of the ways that you think of when you think about the impact that CSRs have on a business?

Brigham Dickinson: You know what’s interesting about CSRs is they’re the first impression of your company. You call in, you talk to a CSR and they’re it. They are the company so you’ve got to perform at an extremely high level. The issue arises with no training, no accountability, I’m not paid very well so the turnover is really high. And thus you get the result, which is called conversion, an industry average of about 60%.