Brigham Dickinson – The 8-Step Process to Securing Deals | RILLA LABS EP.6
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Brigham Dickinson built Power Selling Pros by cracking one problem: teaching CSRs to actually BOOK the calls, not just answer the phone.
His 'Pattern for Excellence' turns the CSR role into a real career rather than the bottom of the totem pole — trained CSRs stay and earn well.
CSRs are the first and last impression; if they fumble the call, the whole system breaks no matter how good the technicians are.
You book more by creating an environment of safety, comfort, and fun — the same way you 'get kissed on the first date,' not by hard-selling.
Show the customer the problem — like a filter that's never been replaced — and they'll want the fix; paint the picture of what a good job looks like.
The same coaching that transformed CSRs now works on technicians via ride-alongs: record the calls, study top performers, and coach the behavior.
Recording phone calls used to be the holdup; once CSRs get used to feedback on their own calls, booking rates climb.
Data sitting in the cloud is worthless until you turn it into changes in behavior — feedback has to become action.
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