Brigham Dickinson on The KEY To Sales In Home Services, Training 1,250+ Reps, and Storytelling

In this episode of Local Marketing Secrets, Dan Leibrandt interviews Brigham Dickinson, founder of Powerselling Pros, the nation's top coaching organization for customer service representatives in the trades. Having trained over 1,250 CSRs across the US, Canada, and Australia, Brigham is the visionary behind the renowned Pattern for Excellence customer service framework and co-founder of the successful after-hours answering service Booked by PSP, known industry-wide for converting nearly every incoming call into revenue.

Dan and Brigham explore the fundamentals of customer service through a powerful story from Woodfin, a cause-driven heating and cooling company in Richmond, Virginia with 100 technicians and over 20 CSRs. Brigham reveals the critical mistake most companies make: asking "where are you located?" or using words like "unfortunately" at the beginning of calls instead of meeting customers where they are emotionally. He explains that customers have three emotional needs in the first 30 to 50 seconds: feeling understood, feeling cared about, and feeling reassured they've called the right place.

The conversation covers Brigham's revolutionary approach of meeting customers at their emotional level rather than maintaining professional distance. He shares the story of how Woodfin had been taught to avoid negative words entirely, which made CSRs come across as apathetic. Brigham explains: "If a customer says 'this sucks,' it's absolutely appropriate to say 'You're right, that does suck'" because meeting them emotionally builds trust and allows you to lift them up. He emphasizes that the goal is to be their friend, not necessarily professional, because friends meet people where they are emotionally.

Brigham dives deep into his Pattern for Excellence framework, a set of eight principles that create consistent wow experiences: positivity attracts people, preparation inspires confidence, understanding invites connection, empathy validates worth, assurance builds trust, asking encourages action, value creates commitment, and gratitude reinforces unity. Unlike traditional sales systems that teach step-by-step scripts, the Pattern teaches universal truths that people can apply across all relationships with customers, peers, bosses, spouses, and children.

This is a must-listen for home service business owners, CSRs, marketers, and anyone seeking to master the nuances of customer engagement. Tune in and transform the way your business connects with customers.

Brigham Dickinson, Founder of Power Selling Pros:

LinkedIn: https://www.linkedin.com/in/brigham-dickinson/

Facebook: https://www.facebook.com/brigham.dickinson

Text "happy" to 385-247-3714

Dan Leibrandt, Host of Local Marketing Secrets:

Facebook: https://facebook.com/DanLeibrandtOfficial

LinkedIn: https://linkedin.com/in/danleibrandt/

Twitter: https://twitter.com/DanLeibrandt

Website: https://danleibrandt.com

Local Marketing Secrets Platforms:

YouTube: https://www.youtube.com/@LocalMarketingSecrets

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Apple Podcasts: https://podcasts.apple.com/us/podcast/local-marketing-secrets/id1741176782

Amazon Music: https://music.amazon.com/podcasts/e0bb5254-5d6c-4940-8211-085157cc1239/local-marketing-secrets

Podcast Chapters:

00:00 Introduction to Brigham Dickinson

01:12 Understanding Customer Service Fundamentals

10:27 The Importance of Emotional Connection in Customer Service

12:34 The Power of Storytelling in Communication

22:26 Exploring the Pattern for Excellence Framework

29:06 Overcoming Fear Through Inquiry

32:46 The Balance of Logic and Emotion in Sales

39:10 Transforming Customer Service Approaches

41:23 Lessons from the Bible on Sales and Influence

#homeservicesales #homeservicebusiness #homeservicemarketing #homeserviceadvertising