Brigham Dickinson is president and founder of Power Selling Pros, a leading coaching and training firm dedicated to teaching call handling teams to wow more customers in the Residential HVAC Industry. In 2009, Power Selling Pros trained six call handlers – now they’re up to 450, from more than 130 companies around the globe. Power Selling Pros’ growth comes mostly through referrals, thanks to their proven call-handling certification process and their high level of customer satisfaction.
It was ten years ago now. I was managing the pay-per-click advertising for a Utah based plumbing, heating, and cooling company, and I thought things were going really well. That was until the owner fired me.
"These leads are no good" he said. I was confused! If the people that are calling in as a result of MY advertising have a plumbing, heating, or cooling issue, then how could they be "no good"???
"These people just want a ball park price... they want everything now, and that doesn't work for us" he went on.
The panic began to stir within me. I could NOT lose this account. I had already suffered through one failed business and lost everything, and there was NO WAY I would let that happen again. Generating more of the leads they didn't like wasn't the answer... neither was getting down on my knees and begging for him to keep me (though it was tempting).
My mind was taken back to a time a few years before when I worked for another service business in Chico, California. I wasn't just managing the advertising there, I also answered phones. While I was always looking for new and creative ways to acquire new customers, my boss at that company had a fascination with customer service. He would make me practice phone calls with him, which felt awkward at first to me. He would even call in pretending to be a customer just to see how I would treat him!
That's when it HIT me like a ton of bricks. I knew how to help this owner who was about to fire me, and I was prepared to offer my solution.
I would coach his CSRs - free of charge!
I used my experience from California answering phones to help his CSRs book the calls that were coming in. I needed to show him that these leads were good, and that with a little help and training his call handling team could turn them into booked appointments.
After a few coaching sessions, they started booking these calls. 10 years later, we help businesses all over the world.
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