The Home Service Expert Podcast Understand Your Company's Performance Metrics with These Tips (Brigham Dickinson)
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Mar 9, 2026 Brigham Dickinson, co-founder and president of Power Selling Pros who trains call teams and technicians, shares practical systems for improving booking conversion and customer experience. They dive into call-handling, why CSRs are the revenue center, pairing data with coaching, weekly practice routines, and measuring true booking performance.
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Weekly Standardized Roleplay Meetings
- Run weekly meetings that set standards, practice real phone and in-home scenarios, and cross-train CSRs with technicians.
- Start meetings with mission, breakthroughs, and shout-outs, then practice and publicly reward desired behaviors with small cash bonuses.
Focus On One Conversion Skill Weekly
- Focus each week on one conversion skill (e.g., ask “Have you ever even considered a new door?”) and make short example call recordings for technicians to listen to.
- Require five random call reviews weekly and coach to that single phrase or behavior.
Call Handling Beats Chasing More Leads
- Booking calls convert most revenue; when leads get expensive, training call handlers matters more than changing marketing.
- History repeats (e.g., 2008): fewer/cheaper leads means every call is more valuable, so slow conversations and build trust.
