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In this episode of Did You Know? The ESCO HVAC Podcast, host Clifton Beck sits down with Brigham Dickinson, President and Founder at Power Selling Pros, to indulge into the intersection of artificial intelligence, customer experience, and company culture in the HVAC industry.

Brigham brings real-world awareness from years of coaching call center reps and technicians, explaining how AI tools are reshaping service delivery, improving call handling, and enhancing technician efficiency. But he’s clear that AI should assist, not replace the human touch.

Key Takeaways:

• Customer Experience is Emotional – Loyalty is driven by empathy, not logic.
• AI as a Tool, Not a Replacement – AI supports tasks but can't replace human connection.
• CSRs Are Evolving – Their role now includes inside sales with value-based conversations.
• Train for Culture – Consistent coaching builds a culture of service excellence.
• Technicians Shouldn’t “Sell” – They create a comfortable environment that leads to customer buy-in.
• Company Culture Wins – Embracing training and AI tools boosts business performance.

Noteworthy Quotes:

• "The machine won’t ask about my arthritis." – Brigham Dickinson
• "AI should enhance the customer experience, not diminish it." – Clifton Beck
• "People don't like to be sold to but they love to buy when they feel safe, comfortable, and heard." – Brigham Dickinson
• "If your AI can’t handle a ballpark price question, it needs to hand the call over fast." – Brigham Dickinson
• "A good job for a technician isn’t just fixing the issue, it’s earning the customer's trust and creating value." – Brigham Dickinson

FOLLOW OUR GUEST BRIGHAM DICKINSON ON:

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

FOLLOW OUR HOST CLIFTON BECK ON:

• LinkedIn: https://www.linkedin.com/in/🎙️clifton-beck-📽️-csme-45aa727a
• Instagram: https://www.instagram.com/cliftonraybeck/

FOLLOW DID YOU KNOW - THE ESCO HVAC PODCAST ON:

• ESCO HVAC Website: https://www.escogroup.org/
• Instagram: https://www.instagram.com/escogroup/
• LinkedIn: https://www.linkedin.com/company/escoinstitute/