In this episode, Lance sits down with Brigham Dickinson from Power Selling Pros to discuss the often-overlooked impact of Customer Service Representatives (CSRs) on business growth and scalability. While many companies focus exclusively on training technicians, the speakers argue that neglecting CSR training leads to high turnover and missed revenue opportunities. 12 Key topics covered in this episode include: * The Power of CSR Training: Why CSRs are often the most important role in an organization for creating "wow" experiences and ensuring sales opportunities aren't lost to competitors. 3 * AI vs. Human Connection: A debate on the role of AI in the home service industry. While AI is useful for immediate lead capture, it cannot replace the trust and rapport built through human interaction. 4 * Incentivizing for Success: How providing clear incentives and attention to CSRs can transform them from simple phone answerers into high-performing "experience people" who actively sell service agreements. 5 * Lessons from Wrestling: Applying the discipline and "comfortable being uncomfortable" mindset from competitive wrestling to the business world. 6 * The "A-Team" vs. "B-Team": Insights into Brigham's call center model, where in-house CSRs (the A-Team) are pushed to outperform a high-level overflow team (the B-Team). 7 * Faith and Mindset: The foundational roles that faith, mental health, and physical fitness play in successful entrepreneurship and leadership. 8 Connect with Power Selling Pros: Visit powersellingpros.com to learn more about CSR and technician coaching, call monitoring, and their specialized booking services. Special thanks to our sponsors: Service Titan — The technology of choice for scaling and growing home service businesses to their full potential. Rilla — The preferred AI-powered, virtual ridealong software for outside sales teams, specifically in home services. Manage coaches and reps 8x faster, boost close rates by 40% through conversation intelligence, transcription, and instant insights.