WOW Every Call: The Key to Customer Experience Excellence

The Catalyst for the Trades

What does it take to turn your customer service team into a powerhouse for growth? In this episode of The Catalyst for the Trades podcast, Brigham Dickinson, founder and president of Power Selling Pros, shares his proven strategies for transforming call-handling into a competitive advantage. Explore the "Pattern for Excellence," learn how to WOW customers on every call, and discover actionable insights that can boost bookings, elevate your team, and create raving fans. Whether you're in HVAC, plumbing, or another home service trade, this episode is packed with ideas to revolutionize your approach to customer interactions.

Timestamps:

00:00 - Introduction: Welcome by Jennifer Bagley and Crystal Williams, introduction of guest Brigham Dickinson.

03:45 - Commitment and Accountability: Jennifer underscores the importance of recognizing data needs and accountability in business.

08:22 - Training and Culture: Crystal discusses building a culture of growth with effective training.

13:05 - Customer Experience: Brigham explains how CSRs can enhance customer value and build relationships.

18:37 - Data Trust and AI: Jennifer talks about trusting AI over manual data for accurate customer insights.

23:10 - Value vs. Price: Brigham reflects on how questions about price can indicate a search for value differentiation.

28:56 - Role of CSRs: Crystal emphasizes valuing CSRs and their crucial role in customer satisfaction.

34:22 - Financial Impact of Improved Booking Rates: Brigham demonstrates how improving call booking rates can boost revenue significantly.

41:35 - Case Study: Booking Rates and Revenue: Jennifer shares a comparison between two companies emphasizing the importance of efficient lead handling.

47:42 - Constant Optimization: Suggestion on monitoring and optimizing booking processes regularly.

52:15 - Transitioning CSRs to Outbound Calls: Brigham’s strategy for leveraging early sales successes for outbound calling.

58:50 - Overcoming Service Fee Objections: Discussing value provided by trained technicians and company reputation.

1:05:30 - Training and Engaging CSRs: Importance of CSR training, positive reinforcement, and performance incentives.

Guest Details: Brigham Dickinson

Title: President of Power Selling Pros

Background: Brigham Dickinson is the founder of Power Selling Pros, specializing in training customer service reps to deliver exceptional experiences and drive booking rates. As a leader, speaker, and author, he’s dedicated to helping home service businesses turn their call centers into profit centers.

Relevant Links:

Power Selling Pros

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