We Build People

13 years ago, I remember sitting in my sister’s basement one night, by myself, my wife and kids on the other side of the country, crying and praying to God for a way to support my family after my business had just failed. My father-in-law called to offer me money, but I was too prideful to accept help. I said no…

As I moped about what to do next, I pulled out a piece of paper and wrote down principles I know lead to success in life.

I JOTTED DOWN EIGHT:

eight points

“I can do that,” I thought.

This little act of self-reflection gave me the boost I needed to make something happen. I got back on my feet by doing pay-per-click advertising for Contractors…

That was until one of my early clients, Troy Neerings of Neerings Plumbing & Heating, sat me down to let me go. He said the leads I generated were no good.

They only wanted a ballpark price… 💵

They wanted to talk to a Technician… 👨‍🔧

They were unwilling to wait for service… ⏰

SOUND FAMILIAR?

But I had just watched my first company crash, had no money, and was desperate to keep Troy’s business. I couldn’t get fired… not like this.

What happened next is a testament That Desperation and necessity can lead to amazing outcomes.

When Troy said it was time for me to go,
I thought back to several years prior when I was a CSR, answering the phones for Arctic Air in Chico, California. I learned from Kevin Cumerford how to book the call and WOW the customer. And that knowledge was about to help me keep Troy’s business…

I offered to coach his CSRs. For a month. For free. I told him that they could book these leads I brought in if they only learned to create a “WOW” experience for the customer.

He gave me a month, and wouldn’t you know it…

IT WORKED.

Troy’s team started booking more calls. They created more “WOW” experiences. They sold more memberships. They learned to overcome objections and get the call booked even if the customer pushed back.

After that, Troy referred me to several of his Contractor friends as a
CSR Coach rather than a Marketer. And today…

coach

WE COACH MORE THAN 900 CSRS IN THE UNITED STATES, CANADA AND AUSTRALIA.

But what’s fascinating and what I didn’t expect in the beginning is how our program doesn’t just solve call-handling problems – it solves people problems.

While most companies join our program so they can book more calls and create a better customer experience, they stay because coaching changes their culture.

The reason our approach works is because it’s grounded in those eight timeless principles I jotted down in my sister’s basement 13 years ago.

APPLIED TO A CUSTOMER SERVICE CALL, THEY LOOK LIKE THIS:

1

Be Positive

The Greeting

2

Be Confident

How you Introduce Yourself

3

Listen

Learn About the Customer

4

Care

Validate Their Concerns

5

Say "Yes"

Reassure Them and Focus on What You Can Do

6

Ask

Ask for Their Business

7

Build Value First

Show Value Before You Present the Fee

8

Be Grateful

Let the Customer Know How Grateful You Are For Them

To this day, it’s the same process we teach the CSRs we coach.

I also believe it helps leaders become more influential with the people they serve.

One CSR we work with shared how using these principles allowed her to have a breakthrough with her estranged daughter.

Countless Power Selling Pros employees have said it’s given the more confidence and purpose in life.

One of our client said..

"THE 8 PRINCIPLES ARE TO THE CUSTOMER SERVICE INDUSTRY WHAT THE DECLARATION OF INDEPENDENCE IS TO MANKIND..."

That’s the power of principle-based learning, service, and leadership.

Power Selling Pros doesn’t just exist to solve business problems, we exist to build people. To serve the service-minded. That’s what enabled me to build this company after my first one imploded, and it’s what will allow you to be successful too.

I hope you’ll join us.

~ Brigham Dickinson
Founder, Power Selling Pros