Send us a text What if you could transform the way you communicate and enhance your relationships, both personal and professional? Join me, Corey Berrier, and special guest Brigham Dickinson on the Successful Life Podcast as we explore the revolutionary impact of AI on communication. We kick off with a heartfelt acknowledgment of the challenges faced by Californians amid devastating fires, keeping their recovery in our thoughts. From there, we dive into how AI tools like ChatGPT are reshaping...

Show Notes

Send us a text

What if you could transform the way you communicate and enhance your relationships, both personal and professional? Join me, Corey Berrier, and special guest Brigham Dickinson on the Successful Life Podcast as we explore the revolutionary impact of AI on communication. We kick off with a heartfelt acknowledgment of the challenges faced by Californians amid devastating fires, keeping their recovery in our thoughts. From there, we dive into how AI tools like ChatGPT are reshaping the way we express emotions and intentions, offering listeners a glimpse into the creative potential AI holds for bridging personal gaps.

Brigham and I delve into the art of crafting specific prompts to unlock authentic AI-generated responses. We share personal stories that highlight the power of gratitude in countering negative thoughts and improving mental well-being, while also discussing strategies for overcoming self-doubt and regulating internal conversations. Our conversation underscores how fostering gratitude and empathy can improve self-awareness, manage anxiety, and ultimately strengthen relationships.

The episode also explores the financial benefits of integrating AI into customer service roles, comparing AI's capabilities with those of live agents. We discuss how AI can track and enhance CSR performance without replacing the human touch, emphasizing its potential to refine follow-up strategies and boost communications. With insights into the promising future of AI in customer service, we illustrate a landscape where AI serves as an indispensable partner, enhancing both efficiency and effectiveness for professionals looking to elevate their customer interactions.

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Show Transcript

WEBVTT

00:00:01.300 --> 00:00:03.024
Welcome to the Successful Life Podcast.

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I'm your host, Corey Barrier, and I'm here with my man, Brigham Dickinson.

00:00:08.253 --> 00:00:08.814
What's up, brother?

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Hi?

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Thanks for having me, Corey.

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It's a new year.

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It's a new year and, man, it feels good.

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I certainly don't want to be political on a podcast, but it feels really good.

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It feels right.

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Let's just put it that way it feels right.

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About a week from now.

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Yeah, yeah, it's exciting.

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Lots of changes coming buddy.

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Lots of changes.

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You know I don't want to eat my words but I think we're going to be okay, right?

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I mean, how could we not?

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It's dumpster fire.

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Anybody could do a better job, I think, yeah.

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Well, truth be told, I am absolutely praying my guts out for the people in california that are, and maybe when this podcast comes out it'll be forgotten, but it's going to take a while for homes to be rebuilt and for lives to be rebuilt because of what occurred there.

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And just know that our hearts go out to you guys in California and and hope that you get through this very quickly.

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Yeah, I don't know, I don't know how quickly anything.

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I mean this is terrible and I think, from what I, from what I first understood, it was two kids that started the fire, but I'm pretty sure that narrative changed.

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Yeah, yeah.

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We don't know.

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We don't know.

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What we know is that thousands of lives have been affected and our heart goes out to you I can't imagine that happening to me or to my home and just know that you're in our prayers.

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Yeah, 100%.

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So let's dive into it.

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We were talking about before we started how you know a couple of ways that you and I both use AI and then, and how it makes things significantly easier.

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So, if you want to, we can dive into that first, but then I want to dive into how is this affecting CSRs?

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How is this affecting, you know, your business, your CSRs?

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So there's a lot of yeah.

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Yeah, I think those are some great topics.

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I think those are some great topics.

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I would say, first and foremost, that ChatG it's an email, whether it's a letter it has made life so much.

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I'll tell you, it's made life a lot easier because it makes us sound really good, right, it makes us sound really good like we're great writers and that we're very thoughtful and we are, and that we're very thoughtful and we are.

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It's just that sometimes, when you take a feeling or an emotion and you try to put it on paper, you try to put it into words, the feeling and the emotion gets lost in translation.

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And the cool thing about ChatGPT is that it helps decipher the emotions and the feelings that we're feeling and puts them into words.

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It's pretty incredible.

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Yes, yeah, I agree, and the thing is, it's really what you'd like to say.

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It just puts it out there to where.

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It puts it out there in a very succinct way, and it's so much easier for the other person to read and understand.

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Yeah, and you got to get good at coaching it.

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See, that's, that's the thing about ChatGPT you get out what you put into it.

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I would highly suggest that, when you first start using it, turn off the internet, because the internet man, when ChatGPT pulls from the internet, it just becomes super I don't know disingenuous.

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It's not authentic, it's not real.

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People will see right through it.

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I guess is what I'm saying.

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Don't do that.

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Keep the internet off, at least initially, and let ChatGPT work with the words that you've put into it and then, when it comes back out with what it thinks is what you're looking for, provide it feedback, and then a little bit more feedback, a little bit more feedback, and keep messing with it, keep toying with it, and the more you toy with it, the more comfortable you'll get with it and it'll help you be a rock star.

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Let me give you one example.

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So I go to a lot of events, as you do as well, corey.

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So I go to a lot of events as as you do as well, corey, and we went to this roofing event before the end of the year.

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It was a great roofing event.

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Lance Bachman put it on.

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It was great.

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Super, super talented team there that Lance Bachman has, and Jonathan he.

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I told him that my wife's a little upset at me and he said, well, why?

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And I said, well, she's having a surgery right now, a medical surgery, and I'm at this roofing event instead of taking care of her.

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And he's like, wow, that's brutal.

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I was like I know, bro, it's brutal, but I'm speaking at this event, I have to be at this event.

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Nobody can speak for me per se.

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And he said I have an idea.

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I said what's that?

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And he said let's pull up chat GPT.

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And he pulled it up and he said write me a poem having to do with her surgery, but also you being where you're at it's a place, florida, on the beach, and so on and so forth, and make it funny and fun, loving and so on and so forth.

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Just gave it a little bit of feedback and and of course, the thing spit out this incredibly funny, incredibly heartfelt poem and I was like dude, this is genius.

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And so I sent it to her and she sent back tear-filled emojis and she shared it with her mother, who was also wondering why she was there instead of me, and it just kind of calmed the waters.

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You know, my mother-in-law appreciated it, thought it was so thoughtful and kind.

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My wife appreciated it.

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I looked like you, looked like some talented poet, and what they don't know is I literally spent five minutes on it, with Jonathan's help.

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It was a miracle.

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It was a miracle and if you're not using this miracle, that's on you.

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Yeah, using this miracle that's on you.

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Yeah, well, imagine, you know, for using it, something like just just like a poem.

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But imagine using it inside your service-based business.

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For how many times have you come across technicians that put every technician hates putting notes in to the server into the service type or whatever they're using?

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They hate it, right, just like most people that are in the trades.

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They've gotten the trades to use their hands not to write in the computer, although that's absolutely part of the job.

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That's not really what they signed up for.

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So imagine if they had an opportunity to understand and learn how to simply put this in.

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Imagine what that would do to the rest of the business.

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Yeah, unbelievable.

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Let's just say this Every important relationship, if it's important and I'm just talking about your spouse or your kids, especially when they get older man, you better really be thinking about your responses, because words carry meaning and if they get lost in translation, you better really be thinking about your responses, because words carry meaning and if they get lost in translation, you might have to spend more time on that relationship than is needed because you're trying to explain what you meant all the time.

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But any important relationship, whether it's a text response, whether it's an email response, whether it's a letter, go to ChatGPT, put in what you're thinking of putting in, submit it through and then start coaching it.

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Coach it along, give us some feedback.

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It'll learn what your preferences are, what you're looking for, and you will find how magically the way you feel will be put into words that others will understand and embrace.

00:08:29.300 --> 00:08:31.987
Yep, I agree with you, I totally agree with you.

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And here's the thing the prompt I mean the output is as good as the prompt that you give it.

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So if you say, hey, chat, write me a proposal, Well, it doesn't really know.

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You're looking for a proposal for your HVAC client.

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It just says proposal.

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So you've got to be specific.

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The more specific you are, the better responses that you're going to get.

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That's right.

00:08:58.187 --> 00:09:01.322
And we found this with their gratitude list, right.

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So I send out a gratitude list, like a lot of people probably know at this point, right.

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So you know, I send out a gratitude list, like a lot of people probably know at this point.

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And you know, my girlfriend thinks it's funny that I put it in chat GPT, but it's not.

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I don't think it's funny because you can read exactly what I'm trying to say in a very clear, concise way.

00:09:23.460 --> 00:09:37.743
Yeah, yeah, let's just look at this morning's real quick here.

00:09:37.743 --> 00:09:41.648
So my intention is to write a gratitude list that is not only going to benefit myself when I read it.

00:09:41.648 --> 00:09:58.355
I want it to be inspiring when I read it and I also share it with obviously with Corey, and I share it with my family, share it with my kids and my wife, and my intent there is to show them by my example how to control their focus.

00:10:02.041 --> 00:10:06.307
Sometimes I experienced thought betrayal, and let me just explain where I'm coming from here.

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About two months ago, I was going to do some ride-alongs with Mr Appliance here locally, St George, Utah, Southern Utah, and on my way to Mr Appliance, a thought came into my head and the thought was you're going to fail.

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You're going to fail at this training at Mr Appliance.

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That was a thought that was inside my head and for about 10 seconds I considered that thought and I'll tell you it was 10 seconds too long and I said to myself no, I've done this a hundred times, if not a thousand, and I'm going to crush it and I'm going to shut your mouth in the process, whoever you are, whatever you are, If that's my brain dude, you're in timeout.

00:11:06.873 --> 00:11:15.844
Okay and yeah, sure enough, crushed the training, did some ride-alongs after that and did really, really well.

00:11:18.207 --> 00:11:21.553
The cool thing about gratitude is that it unlocks truth.

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Whenever you have thought betrayal similar to what I've just described, immediately begin to think about what you're grateful for.

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Think about what you're grateful for sincerely, truly, honestly, and what it'll do is it'll cut through the thought betrayal like a knife, because it's bringing truth into that conversation going on inside your head and it's a.

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It's one way to combat the stinking thinking.

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A hundred, a hundred percent, because you can't be upset and grateful at the same time.

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Yes, it's impossible, yes, and some people don't have any conversations going on inside their head.

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Let me tell you, I have thousands of conversations going on inside my head.

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I am just one of those that my brain is constantly thinking constantly, and one of the things I've had to learn is to regulate and slow down those thoughts and make sure that I don't poison myself with thoughts that just aren't true.

00:12:26.378 --> 00:12:27.422
They're not real.

00:12:29.205 --> 00:12:30.285
That's a great point.

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What is factual, right?

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And a lot of times, our thoughts are just not factual, they're just thoughts.

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And so if you, you know, if you list out the things, and so if you, you know, if you list out the things, you know, is it a fact that I'm going to fail at this?

00:12:50.671 --> 00:12:51.133
Well, no, that's.

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There's no way to prove that you haven't even done it yet, right, or you haven't done it with this company yet yeah, I was having a conversation with my daughter.

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She's 22 and she went back to church a a singles award right, where everybody's single, purposely single, at the church in this group.

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And it's cool, right, cause they can all relate, they're all in the same boat, you know, it's cool, it's awesome thing that the church does.

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But she had some anxiety, tons of anxiety, she's like, and so I said okay, what are you feeling, what are you experiencing right now?

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And she said well, I'm just afraid that nobody's going to say hi to me and you know where that's coming from the, the, the I'm not good enough.

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Message that your brain tells you Okay, what a lie, what a total.

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Okay, this is a gorgeous girl.

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All right, she is going to get attention.

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So I simply said sweetheart, when's the last time you looked in the mirror?

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Because I don't see what you're seeing.

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Okay, I think you're going to get a lot of conversations and, quite frankly, you're going to church at the end of the day, and if nobody talks to you, fine, because you're there to build a relationship with Jesus, all right, now, hopefully, somebody does talk to you, and it's fine, it's wonderful.

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And she said I know, but everybody seems to put on a face there, you know.

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And I said, well, yeah, the same reason why you put on a face there.

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And she's like I don't put on a face.

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I said, sweetheart, you're 22 years old, everybody puts on a face.

00:14:25.133 --> 00:14:30.086
At your age it's rare that you don't act like.

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You know the type of person that you think everybody else will like and appreciate, and so on and so forth.

00:14:36.164 --> 00:14:39.261
You know the high school, you've been out of high school what three years?

00:14:39.261 --> 00:14:40.884
Sorry, you still do that.

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And and so he's like, oh wow, I guess I need to work.

00:14:45.073 --> 00:14:47.866
I said yes, because you are enough.

00:14:47.866 --> 00:14:54.652
You're enough and you can take how everybody acts in there with a grain of salt.

00:14:54.799 --> 00:15:02.311
And it just so happened that there was one guy that she recognized playing the piano at the church and that person she met at CrossFit.

00:15:02.311 --> 00:15:06.187
He is also a CrossFit trainer and he was really flirting with her a week before at CrossFit.

00:15:06.187 --> 00:15:08.039
He is also a CrossFit trainer and he was really flirting with her a week before at CrossFit.

00:15:08.039 --> 00:15:11.971
But while he was playing the piano, even though he recognized her, he didn't say anything.

00:15:11.971 --> 00:15:14.248
I said I wonder why he didn't say anything.

00:15:14.248 --> 00:15:15.724
He said I know, do you think he's kind of?

00:15:15.724 --> 00:15:22.307
I said, well, the way you described it at CrossFit, he was all over you, right, he was flirty and so on and so forth.

00:15:22.307 --> 00:15:31.905
Didn, right, he was 30 and so on and so forth didn't touch her but just was like, hey, let's do this now, let's try that.

00:15:31.905 --> 00:15:32.726
You know, super, super nice, right.

00:15:32.726 --> 00:15:33.789
And so she kind of was like whoa too much.

00:15:33.789 --> 00:15:37.418
So he probably recognized whoa too much by sunday and tried to compensate by not being much at all.

00:15:38.120 --> 00:15:40.828
It's what I would do, yeah, 100.

00:15:40.828 --> 00:15:43.818
I was kind of excited when I first saw you.

00:15:43.818 --> 00:15:44.883
I didn't know what to do with myself.

00:15:44.883 --> 00:15:49.823
But now that I'm collected I'm going to be like, okay, I'm super cool and I don't, you know, I don't totally need your attention.

00:15:49.823 --> 00:15:50.807
I would do that.

00:15:50.807 --> 00:15:52.985
I would still do that At her age, I would do that.

00:15:52.985 --> 00:16:01.769
And so just kind of walking her through it and realize, helping her, realize, look, you're kids and you're a kid and you're working through stuff.

00:16:01.769 --> 00:16:14.730
And the most important thing is for you to just keep going, keep going, keep working, keep working on that relationship with Jesus and and all that other stuff will work itself out right, you just need time.

00:16:14.730 --> 00:16:19.787
But those thoughts, man, those thoughts, they'll betray us every time, unless we keep them under control.

00:16:20.639 --> 00:16:22.124
Well, it's just like a networking event.

00:16:22.124 --> 00:16:32.192
When you get to a networking event, you're like oh God, I don't want to make small talk, but everybody in the room is having the same thought yeah, everybody.

00:16:32.192 --> 00:16:32.852
And guess what?

00:16:32.852 --> 00:16:35.246
The first person that speaks wins.

00:16:35.246 --> 00:16:36.770
They overcome.

00:16:36.770 --> 00:16:44.633
And then it invites the person that you speak to to let their guard down and have a conversation with you.

00:16:44.633 --> 00:16:50.212
It's almost like giving permission to not feel that way for another person.

00:16:50.514 --> 00:16:55.004
Really, yeah I don't know what it is.

00:16:55.004 --> 00:17:01.360
It sucks to get to an event, to travel the hotel checking in all that garbage.

00:17:01.360 --> 00:17:02.121
It's ridiculous.

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If you're going to vegas, you're like dude, what am I going to do here?

00:17:04.967 --> 00:17:05.587
It's not.

00:17:05.587 --> 00:17:08.452
You know what I mean.

00:17:08.452 --> 00:17:09.976
It's not.

00:17:10.036 --> 00:17:15.315
It's not great for a kid from Utah to go to Vegas, even though it's two and a half hours away.

00:17:15.315 --> 00:17:17.481
I never go there, unless I have to get to the airport.

00:17:17.481 --> 00:17:24.483
But as soon as I get there, I start recognizing everybody that's there, and you know what.

00:17:24.483 --> 00:17:25.946
They all came to grow their business.

00:17:25.946 --> 00:17:28.692
They all came to learn something that they didn't know before.

00:17:28.692 --> 00:17:34.582
I love their guts I don't know how else to say it.

00:17:34.582 --> 00:17:36.125
I love them.

00:17:36.125 --> 00:17:40.122
I love them, I want them to be successful and as soon as I see them, I don't care.

00:17:40.122 --> 00:17:44.460
I don't care what it took to get here, I'm just glad I'm here and I'm glad I can.

00:17:44.460 --> 00:17:48.268
I can be of some support to you in one way or another.

00:17:48.268 --> 00:17:52.319
And and there's always easy ways to relate, you know cause.

00:17:52.319 --> 00:17:55.306
You know, 25% of them are bald.

00:17:55.306 --> 00:17:56.227
It's wonderful.

00:17:56.227 --> 00:17:59.221
I get to tell my favorite joke, which is man, I love your hair, right?

00:17:59.221 --> 00:18:03.958
I'm constantly saying that, not just cause I think it's hilarious, right?

00:18:05.039 --> 00:18:13.326
I don't know why I think, when you laugh at your own jokes you really you know you're really fun, but yeah, so anyway.

00:18:15.316 --> 00:18:15.516
All right.

00:18:15.516 --> 00:18:16.819
So let me ask you a hard question.

00:18:16.819 --> 00:18:17.741
Yeah, go ahead.

00:18:17.741 --> 00:18:24.855
Oh my god, I don't know what sets that thing off, but like I, I just move a certain way, like people who are just listening.

00:18:24.934 --> 00:18:26.160
Cory, have no idea what you're talking.

00:18:26.160 --> 00:18:27.946
Yeah, there's a bunch of fireworks.

00:18:27.946 --> 00:18:29.954
Happy new year everyone.

00:18:29.954 --> 00:18:32.097
It's so crazy.

00:18:32.097 --> 00:18:33.941
That was perfect, that was.

00:18:34.521 --> 00:18:37.886
So CSRs is your primary business?

00:18:37.886 --> 00:18:40.476
Tell me how you know.

00:18:40.476 --> 00:18:51.916
I know that there's AI, conversational AI that's out there, and I'm just curious how is this affecting your business?

00:18:51.916 --> 00:18:53.198
How is it you know?

00:18:53.198 --> 00:18:54.357
How are you seeing this?

00:18:54.357 --> 00:18:55.378
How is it you know?

00:18:55.378 --> 00:18:56.619
How are you seeing this?

00:18:56.619 --> 00:18:59.961
How are you seeing it affecting your business if it hasn't already?

00:19:00.821 --> 00:19:03.143
We've had six companies on the booked side.

00:19:03.143 --> 00:19:07.805
So Booked by PSP is a company that answers phones for you.

00:19:07.805 --> 00:19:09.865
It's pretty cool.

00:19:09.865 --> 00:19:11.686
We've been in business for two and a half years.

00:19:11.686 --> 00:19:14.249
We have 65 agents and counting.

00:19:14.249 --> 00:19:18.550
They currently book contractor calls nights and weekends mostly.

00:19:18.550 --> 00:19:28.118
But there are some companies we work with where we answer all their phone calls for them and we have a 93% booking ratio.

00:19:28.118 --> 00:19:28.922
That's no joke, that's no exaggeration.

00:19:28.922 --> 00:19:30.387
There isn't a call center out there that books at 93%.

00:19:30.387 --> 00:19:32.275
So for us to be at 93% is remarkable.

00:19:33.035 --> 00:19:34.076
Seems almost ridiculous.

00:19:34.076 --> 00:19:38.567
If I didn't know you, I would say oh come on, dude Like really 93%.

00:19:40.076 --> 00:19:47.364
Well, it's important for us to walk our talk, so it's really good to have that company around.

00:19:47.364 --> 00:20:03.347
We've had six companies that have called us and said, hey, we're going to try this AI or that AI and we've lost them, and all six have come back with really bad experiences.

00:20:03.347 --> 00:20:08.141
And it hasn't been contributed or attributed to just one AI company.

00:20:08.141 --> 00:20:09.143
It's been all of them.

00:20:09.182 --> 00:20:11.888
Now why is that Great question?

00:20:11.888 --> 00:20:15.424
The reason why that is is because the AI is not there yet.

00:20:15.424 --> 00:20:17.117
So the reason why that is is because the AI is not there yet.

00:20:17.117 --> 00:20:18.320
Will it get there at some point?

00:20:18.320 --> 00:20:21.768
I would imagine it would, it's just not there today.

00:20:21.768 --> 00:20:36.997
So for those of you who want to be the pioneers of the tech and want to work through and have the patience to work through the growing pains of the tech, of the technology awesome, go for it, love it.

00:20:36.997 --> 00:20:49.259
Here's what's crazy In 2023, on the PowerSelling Pro side now, we had about 900, just over 900 trainees in our coaching program.

00:20:49.300 --> 00:20:51.625
We coach CSRs, dispatchers and coordinators.

00:20:51.625 --> 00:20:55.142
We talk to them one-on-one twice a month using their own phone calls.

00:20:55.142 --> 00:20:57.507
We prefer to train your CSRs.

00:20:57.507 --> 00:21:08.362
We'd rather train people on how to book calls and wow customers, make sure you're the only one going out, as opposed to you using our own call center.

00:21:08.362 --> 00:21:10.707
Our own call center is the B team.

00:21:10.707 --> 00:21:17.275
It's there when you don't have CSRs or when you have CSRs that don't answer phones at all hours of the night.

00:21:17.275 --> 00:21:20.824
So nights and weekends overflow that sort of thing.

00:21:20.824 --> 00:21:22.208
They're the B team.

00:21:22.208 --> 00:21:25.403
The B team is booking at 93%.

00:21:25.403 --> 00:21:26.907
We want you booking better than that Now.

00:21:26.907 --> 00:21:29.355
We guarantee at least 85% closing ratio.

00:21:29.355 --> 00:21:40.756
This year we had over 1200 trainees in our program, so from just over 900 in 2023 to well over 1,200 trainees in our program.

00:21:40.756 --> 00:21:44.665
That kind of gives you an idea as to how much AI is affecting our business.

00:21:44.665 --> 00:21:45.567
Not at all.

00:21:46.815 --> 00:21:58.904
So what kind of feedback are you getting and I'm not asking you to by any means throw anybody under the bus, just the AI callers in general, what kind of feedback, let's say, from those six people that came back?

00:21:58.904 --> 00:22:00.106
What was what?

00:22:00.106 --> 00:22:01.328
Why did it not work?

00:22:01.328 --> 00:22:02.190
What, what happened?

00:22:02.714 --> 00:22:05.481
And it didn't matter which one, I'm not going to name any of them.

00:22:05.481 --> 00:22:11.623
There was about four different AI companies among six people that used that.

00:22:11.623 --> 00:22:19.166
They went away from booked and then came back to booked and the main feedback that we got was is that it was a nightmare.

00:22:19.166 --> 00:22:21.643
I quote a nightmare.

00:22:26.455 --> 00:22:29.105
Can you be more specific about what a nightmare means?

00:22:29.694 --> 00:22:33.045
Yeah, so the responses weren't perfect.

00:22:33.045 --> 00:22:38.539
It didn't sound real, so it was disingenuine.

00:22:38.539 --> 00:22:49.232
It was unauthentic and whenever the customer wanted a ballpark price or just wanted to know the charge, just want to talk to a technician, AI did not know how to answer that.

00:22:49.232 --> 00:22:52.663
Okay, so those are 40% of your phone calls these days.

00:22:52.663 --> 00:23:01.324
So 60% of the calls they're probably going to get booked anyway, but 40% of your calls not getting booked because the AI doesn't know how to respond to it.

00:23:01.324 --> 00:23:02.928
That's bad.

00:23:02.928 --> 00:23:17.124
I've noticed some of the feedback was was due to the way that it was scheduling inside your CRM, that it wasn't scheduling properly or correctly and so it was upsetting customers.

00:23:17.124 --> 00:23:20.279
That had to do with some of the nightmare that was going on.

00:23:20.279 --> 00:23:24.560
Those are the parts that I remember.

00:23:25.134 --> 00:23:36.496
And I'm just curious if a company says you know, Brigham, we're going to move to the AI, what kind of cost savings did they think they were going to get, Because that probably boils down to cost?

00:23:36.496 --> 00:23:41.079
And then how much do you think that it actually cost them?

00:23:41.079 --> 00:23:47.525
With lost customers Because that number probably is you probably wouldn't even know how much that is.

00:23:47.924 --> 00:23:48.265
Yeah.

00:23:48.265 --> 00:23:52.367
So I would say that it's about half a live agent.

00:23:52.367 --> 00:24:11.801
So if we are at $3,500 a month for a live agent and this is on the book side, booked by PSP and it's a dedicated agent to your company, trained and held accountable by PowerSling Pros, so I would say that AI is half that.

00:24:11.801 --> 00:24:33.134
And then as far as call conversion goes and as far as call conversion goes, they're probably not booking 93% of their phone calls I would say that if they're only booking 60% of their phone calls, let's say an average ticket is $500.

00:24:33.134 --> 00:24:38.880
Replacement calls are going to be a whole lot higher, but a service call may be around that or a little bit higher.

00:24:38.880 --> 00:24:40.382
And then let's say that you get 30 phone calls per CSR a day.

00:24:40.402 --> 00:24:43.444
Now I know that if a CSR is listening to this they're like oh, I answered a whole lot more than 30 calls a day.

00:24:43.444 --> 00:24:44.205
Chill out.

00:24:44.205 --> 00:25:01.788
Let's say that there are 30 bookable calls that come in throughout the day and if you're only booking, let's say the AI is only booking 60% of those calls, that means you're booking 18 out of 30.

00:25:01.788 --> 00:25:03.450
So 18 times 500 a day is what?

00:25:03.450 --> 00:25:04.290
45,000 bucks.

00:25:05.236 --> 00:25:07.383
I actually have no idea Okay.

00:25:07.604 --> 00:25:08.547
Let's do some math.

00:25:10.016 --> 00:25:12.821
It'd be 5,000 for 10 calls.

00:25:13.241 --> 00:25:19.663
So let's just say it was 20 calls, it'd be 10 grand a day, 18 times 500, just for those who need to be exact, it's 9,000.

00:25:19.663 --> 00:25:23.060
That's right, okay, 9,000 a day times a week.

00:25:23.060 --> 00:25:25.619
So let's times it by five, there's your 45,000.

00:25:25.619 --> 00:25:26.846
That's where I got confused.

00:25:26.846 --> 00:25:29.316
Okay, so you're 45,000 a week.

00:25:29.316 --> 00:25:30.736
45,000 a week times.

00:25:30.736 --> 00:25:36.278
Let's times it by Now, there's 52 weeks in a year, but there's some weeks where CSRs don't work, so let's take two weeks off.

00:25:36.278 --> 00:25:39.941
So times 50, so 9,000 times 50.

00:25:39.941 --> 00:25:41.781
But what is that?

00:25:41.781 --> 00:25:46.064
Sorry, 90,000, 90,000.

00:25:46.064 --> 00:25:47.065
Is that right?

00:25:47.065 --> 00:25:50.307
Yeah, 90,000, 45,000 a week.

00:25:50.307 --> 00:25:55.288
45,000 a week times 50 weeks equals 2.2 million.

00:25:55.288 --> 00:25:57.430
You're a $2.2 million shop.

00:25:57.430 --> 00:25:58.611
You don't know any difference.

00:25:58.611 --> 00:26:01.872
Now let's say that you're booking at 85% instead of 60.

00:26:02.553 --> 00:26:14.762
Okay so now we take if out of 30 calls.

00:26:14.823 --> 00:26:17.615
if you're booking 85% of your calls, that's going to be 25.5 calls.

00:26:17.615 --> 00:26:23.859
So 25.5 calls times your average ticket, it's 500 bucks.

00:26:23.859 --> 00:26:25.363
It's 12,000 a day instead of 9,000 a day.

00:26:25.363 --> 00:26:31.601
Times five days Cause there's five days, five working days in a week instead of 45,000 in revenue, you're making 63,000.

00:26:31.601 --> 00:26:34.444
So 63,000 times 50.

00:26:34.444 --> 00:26:37.470
Okay, we don't work 52 weeks, we only.

00:26:37.470 --> 00:26:42.267
We probably only work about 50, 3 million instead of 2 million.

00:26:42.267 --> 00:26:45.103
3.1 million instead of 2.2 million.

00:26:45.103 --> 00:26:46.425
It's a million dollars.

00:26:46.977 --> 00:26:53.047
It's a million dollar difference, so you cannot have a nightmare over the phone right now.

00:26:54.234 --> 00:26:54.935
You need to let that.

00:26:54.935 --> 00:26:58.523
Csr isR is $3,500 a month.

00:26:58.523 --> 00:26:59.586
Is that what you said?

00:26:59.586 --> 00:27:03.462
That's right, $3,500 a month, a month.

00:27:03.462 --> 00:27:11.248
So that's roughly, you know, $38,000 a year to save you a million dollars.

00:27:11.248 --> 00:27:13.439
Yes, seems like a pretty good deal.

00:27:14.563 --> 00:27:18.741
Yeah, you'd be lucky to get that kind of deal through the stock market or what have you?

00:27:19.763 --> 00:27:25.265
Yeah, Okay, so it's not really affecting your business at all.

00:27:25.265 --> 00:27:27.238
Do you think it's, you know?

00:27:27.238 --> 00:27:30.146
Do you think the, do you think it ever will?

00:27:30.146 --> 00:27:30.796
I mean?

00:27:30.796 --> 00:27:33.064
I mean, it's hard to say, I guess.

00:27:35.915 --> 00:27:36.279
I would say that.

00:27:36.279 --> 00:27:39.219
Well, let me rephrase, I guess I would say that Well, let me rephrase that.

00:27:39.359 --> 00:27:40.182
Let me rephrase that.

00:27:40.363 --> 00:27:43.383
All right, I would say that it would change the way the CSR works.

00:27:43.383 --> 00:27:44.165
Okay.

00:27:45.215 --> 00:27:47.083
Now, let's shift that for a second.

00:27:47.083 --> 00:27:49.242
How do you see it being beneficial?

00:27:49.242 --> 00:27:52.983
Not necessarily the conversational AI.

00:27:52.983 --> 00:28:06.588
Let's put that on the shelf for a second, but how do you see AI could be using chat, gpt could be using a trained model that, potentially, you know you guys train.

00:28:06.588 --> 00:28:11.863
How do you see that making the CSR a better CSR?

00:28:12.663 --> 00:28:18.376
A great question, and that is that is a smart way to go about it.

00:28:18.376 --> 00:28:26.265
Right, if you can get CSRs to the point where they're using technology to make their own communication better, that is ideal.

00:28:26.265 --> 00:28:32.589
In fact, there are companies out there that are focusing in on live agents and their performance.

00:28:32.589 --> 00:28:35.113
We are constantly tracking a technician's performance.

00:28:35.113 --> 00:28:43.425
Why aren't we tracking a CSR's performance, not just booking call ratio, but how many calls?

00:28:43.425 --> 00:28:44.628
Are they super positive?

00:28:44.628 --> 00:28:46.037
Do they come across confident?

00:28:46.037 --> 00:28:48.261
Are they actively listening?

00:28:48.261 --> 00:28:53.421
Do they sincerely care about the conversation that's going on between them and the customer?

00:28:53.421 --> 00:28:55.877
Do they reassure the customer that they've called the right place?

00:28:55.877 --> 00:28:58.144
Are they asking the right questions?

00:28:58.243 --> 00:28:59.576
Questions like when would you like us out?

00:28:59.576 --> 00:29:02.166
How long has it been doing this?

00:29:02.166 --> 00:29:05.758
Those types of questions Are you creating value before you present a dispatch fee?

00:29:05.758 --> 00:29:08.084
Are you grateful over the phone?

00:29:08.084 --> 00:29:19.038
We can track all those things with AI and, as a side note, we're in the process of working with a company that I can't say right now to do all those things of power selling pros.

00:29:19.038 --> 00:29:40.840
So, yes, we are in the process and it'll it'll come out in the not too distant future where we are gonna take csr performance to a whole new level so that, as ai gets better, regardless of what a customer we're going to provide the best option possible, so stay tuned for that.

00:29:41.535 --> 00:29:43.462
Yeah, that makes sense.

00:29:43.462 --> 00:29:57.431
You know, I think the people you know just from my own research and I've been in this AI space for a little bit and the people that know how to use it.

00:29:57.431 --> 00:30:08.769
You know, here's a great example, like when I, when I explained to you how to use chat for specific things, it it changed how you looked at that technology.

00:30:08.769 --> 00:30:15.096
Right, you opened your mind up oh my God, can it do this or that, or can it?

00:30:15.096 --> 00:30:15.798
Can it?

00:30:15.798 --> 00:30:22.923
You know, there was a list of things and the answer is yes, if you know how to to use it.

00:30:22.923 --> 00:30:39.554
And I think that's a big part of what's missing now is that it's out there and people know it's out there, but they just they don't know how to put the right prompts in to get the right answers, don't know how to put the right prompts in to get the right answers.

00:30:40.914 --> 00:30:42.097
Yeah, yeah, it's just not there yet.

00:30:42.097 --> 00:30:55.818
It's not there yet, but if I'm a CSR, I would begin to use chat GPT immediately and just know that in the meantime, we are in the process of building out AI programs that will help you perform at a much, much higher level.

00:30:55.818 --> 00:30:58.105
It's already out there for technicians, you guys.

00:30:58.105 --> 00:31:16.006
Technicians can go into their truck after presenting to a homeowner, recognize their behavior, style and how to approach closing the sale, and I'm certain that in the very near future you'll have the same sort of thing for for CSRs.

00:31:16.006 --> 00:31:21.516
Now it is okay that we have technology answering the phones.

00:31:21.516 --> 00:31:27.707
In fact, it may get to the point where we may, we may need it.

00:31:28.327 --> 00:31:39.530
Right now, you guys, there are so many of those AI companies vying for your business and they all sound about the same for your business, and they all sound about the same.

00:31:39.530 --> 00:31:41.073
Let's let them work it all out right.

00:31:41.073 --> 00:31:46.217
Don't be a pioneer here.

00:31:46.217 --> 00:31:47.080
It'll hurt your business.

00:31:47.080 --> 00:31:47.864
Let's let them all figure it out.

00:31:47.864 --> 00:31:54.580
Let's see who rises to the top, because right now, you guys, whenever I go to an event, I'm seeing five, six, seven of these guys, and none of them have.

00:31:54.580 --> 00:32:00.631
Really they're not on solid ground above their competition.

00:32:00.631 --> 00:32:05.364
So, in the meantime, let's focus in on the performance of our current CSRs.

00:32:05.364 --> 00:32:12.516
Let's get them better, let's use AI to improve their performance and let's just see who shakes out.

00:32:12.516 --> 00:32:16.746
And when they do shake out, we can absolutely use them for overflow.

00:32:16.746 --> 00:32:26.064
We can absolutely use them to answer the phone when we're not able to answer it, and then we can start working with our CSRs to become more a part of the selling process.

00:32:26.744 --> 00:32:35.618
I would like for CSRs to do a little bit more of what dispatchers are doing just making sure customers feel good about where they're at in the schedule.

00:32:35.618 --> 00:32:46.624
And even though they were there in between 10 and 12, it might be in between 10.30 and 12.30, and we want the customer to be okay with that, and we need people who are sound communicators to handle that.

00:32:46.624 --> 00:32:54.644
By the way, ai will help you with that, help you say the right things at the right time and in the right way and with the right tone.

00:32:54.644 --> 00:32:57.703
But it will also help you in your sales right?

00:32:57.703 --> 00:33:12.016
If I'm a CSR and calls aren't coming in, I want to be able to call out without any concern whatsoever, and AI will help me do that, we get AI to the point where it needs to be, where it's teaching us what to say and how to say it on the outbound calls as well as the inbound calls.

00:33:12.016 --> 00:33:14.181
That's going to improve my income, right?

00:33:14.221 --> 00:33:23.913
You don't want to CSR with stagnant income, the same salary month in and month out.

00:33:23.913 --> 00:33:33.358
You want to give them every tool possible to sell as much as they possibly can, whether it's service agreements, whether it's turning service calls into replacement calls, whether it's calling back past customers where you gave a replacement offer out and they didn't accept it initially.

00:33:33.358 --> 00:33:36.542
We know a comfort advisor doesn't have the time or the will with all to do that.

00:33:36.542 --> 00:33:38.526
Let's let our team do that.

00:33:38.526 --> 00:33:42.471
So look, ai is going to change their job.

00:33:42.471 --> 00:33:44.778
It certainly shouldn't replace it.

00:33:46.362 --> 00:33:56.383
No, I think it's going to make it significantly better and I 100% believe that it's going to make it an easier transition to make that call.

00:33:56.383 --> 00:34:39.527
Because if you've got exactly you know let's just imagine for a moment that you've got the ideal script Like, let's say, that one of your problems, when you call out to follow up, that they when they refused whatever the repair or the replacement, whatever it is, and you could load all the things that that customer is going to say into a, you know, not your general chat, but some sort of a specialized chat that's developed for that, and you can look through all the rebuttals that you're possibly going to get.

00:34:39.527 --> 00:34:56.239
Then you're completely prepared to handle that call with ease and with comfort because you already have the answers that you're going to need to provide that customer to move them across the line.

00:34:57.420 --> 00:34:59.565
Whenever a customer says no, it means no.

00:34:59.565 --> 00:35:04.559
Right now, in this moment, you've got two options.

00:35:04.559 --> 00:35:13.510
You let sleeping dogs lie, let them sit on it for a little bit, or you push a little bit and you use as a technician or a comfort advisor.

00:35:13.510 --> 00:35:15.932
You use common sense and decide whether or not you're going to push or let it go.

00:35:15.932 --> 00:35:17.739
Let's say that you let it go.

00:35:17.739 --> 00:35:20.463
Well, you have that entire interaction recorded.

00:35:20.463 --> 00:35:29.739
Put it through AI and ask the AI hey, I want to make a follow-up call in a week based on that conversation with the technician how should I approach it?

00:35:29.739 --> 00:35:36.148
And let the AI tell you the way that you should approach it based on what occurred in the last interaction.

00:35:39.061 --> 00:35:42.458
That's right, yeah, 100%.

00:35:42.458 --> 00:35:48.181
Not to mention something as simple as your text or email communications, also just significantly better.

00:35:48.181 --> 00:35:50.262
Back to what you were saying about the poem.

00:35:50.262 --> 00:36:00.050
It explained and put together a perfect note for your wife that she heard loud and clear.

00:36:00.050 --> 00:36:09.246
Now imagine if that was a customer and now they can hear it loud and clear in a very clear, succinct way to help them move.

00:36:09.246 --> 00:36:17.847
You know, to make a decision to buy from you or not, you're going to sound better than anybody else, for sure, because hardly anybody's using it.

00:36:17.847 --> 00:36:20.757
Yeah so, yeah, 100%.

00:36:21.159 --> 00:36:22.597
Now for a Spider-Man quote.

00:36:22.597 --> 00:36:30.500
Okay, with great power comes great responsibility.

00:36:30.500 --> 00:36:38.043
This tool can be used for ill, and it will be used for ill, if not already, but it can also be used for good.

00:36:38.043 --> 00:36:49.447
It is my belief that God believes in relationships and he wants you to have good and healthy relationships.

00:36:49.447 --> 00:36:50.487
We're not an island.

00:36:50.487 --> 00:36:51.657
We all need each other.

00:36:51.657 --> 00:37:08.858
The cool thing about this technology that's coming out is that it'll give us the ability to truly articulate our thoughts and our emotions in a way that the receiver of that communication will understand and feel the intent through words.

00:37:08.858 --> 00:37:14.590
So this will absolutely positively affect your relationships.

00:37:14.590 --> 00:37:32.364
And if you're spending time on things that you shouldn't be spending time on say, for example, I don't know video games scrolling through YouTube what other vices?

00:37:32.364 --> 00:37:33.806
What other what?

00:37:33.826 --> 00:37:35.487
are there for a little bit longer.

00:37:36.188 --> 00:37:44.574
We spend time as humans and sometimes that and Stephen R Cubby calls it quadrant four time right when you need to disconnect completely.

00:37:44.574 --> 00:37:59.945
If there's certain something that you need to do to disconnect completely for a short period of time, great, but sometimes they become more than just a simple disconnect.

00:37:59.945 --> 00:38:07.403
It could be the thing that gets you to unplug completely and you don't know when you're going to wake up again.

00:38:07.403 --> 00:38:09.688
Be very, very careful with that.

00:38:09.688 --> 00:38:25.585
Here's what I suggest Instead of video games, instead of all those other vices or what do they call it in the Old Testament, corey, those worshiping false gods.

00:38:25.585 --> 00:38:29.344
Right the images back then.

00:38:29.344 --> 00:38:34.563
Can you imagine how much time people spent with statues way back in the day, before cell phones?

00:38:34.623 --> 00:38:39.751
But anyway, instead of spending time there, spend a little time on AI.

00:38:39.751 --> 00:38:44.360
Spend time learning about it, practicing.

00:38:44.360 --> 00:38:47.585
Write a thank you letter.

00:38:47.585 --> 00:38:50.170
Write a gratitude note.

00:38:50.170 --> 00:38:58.023
It'll positively affect you, it'll positively affect your relationships and, who knows, it might change your life.

00:39:00.356 --> 00:39:02.900
Yeah, I'd say it's changed mine.

00:39:02.900 --> 00:39:06.708
Let me tell you a story about how you know I was.

00:39:06.708 --> 00:39:09.418
I was working for a local HVAC company and I was their sales manager.

00:39:09.418 --> 00:39:11.601
And this guy a local HVAC company and I was their sales manager.

00:39:11.601 --> 00:39:16.108
And this guy we've all run across these type people.

00:39:16.108 --> 00:39:18.436
They're analytical, they engineer.

00:39:18.436 --> 00:39:25.369
We wanted to know the craziest questions you can even imagine about his HVAC system.

00:39:25.454 --> 00:39:28.846
Now, keep in mind, I've never been a technician.

00:39:28.846 --> 00:39:36.289
I don't know the first thing about the equipment for HVAC Not the first thing.

00:39:36.289 --> 00:39:39.519
And this guy had a list of questions.

00:39:39.519 --> 00:39:40.963
Fortunately, he sent me the list.

00:39:40.963 --> 00:39:42.827
And so what did I do?

00:39:42.827 --> 00:39:49.389
I put it in chat, ask it to explain what these crazy things were.

00:39:49.389 --> 00:39:51.820
The owner of the company couldn't even explain it.

00:39:51.820 --> 00:39:54.378
So I get on the phone with this guy.

00:39:54.378 --> 00:39:56.286
I had a work phone and I had my personal phone.

00:39:56.286 --> 00:40:05.509
He's asking me these questions and I'm rattling off the answers so precisely as if I had been doing this for 50 years.

00:40:05.509 --> 00:40:07.998
The install manager calls.

00:40:07.998 --> 00:40:13.489
Now this guy's got 32 years experience installing HVAC equipment.

00:40:13.489 --> 00:40:15.322
The guy knows everything about it.

00:40:15.322 --> 00:40:22.909
The customer said to the guy hey, I don't need to talk to you, I'm talking to Corey.

00:40:22.909 --> 00:40:28.257
He's answering all my questions and the deal closed.

00:40:28.257 --> 00:40:41.179
Perfect example of you know, I use technology to answer a guy's questions that nobody can answer and he loved every second of it.

00:40:41.179 --> 00:40:45.838
That doesn't mean I'm anything special, I just knew how to get to the information, yeah.

00:40:47.762 --> 00:40:52.141
Yeah, let's say that you wanted to create a fitness plan to get in shape.

00:40:52.141 --> 00:40:53.793
You can jump right onto ChatGPT and say, hey, I want to create a fitness plan to get in shape.

00:40:53.793 --> 00:40:57.505
You can jump right on to ChatGPT and say, hey, I want to create a fitness plan.

00:40:57.505 --> 00:40:59.201
Let's say, you want to customize it.

00:40:59.201 --> 00:41:05.367
You don't want to have to be stuck on macros and have to count all that stuff.

00:41:05.367 --> 00:41:07.021
You don't want to mess with that.

00:41:07.021 --> 00:41:10.003
You also want to be able to eat whatever you want.

00:41:10.003 --> 00:41:12.923
Put all that in there and see what comes up.

00:41:13.815 --> 00:41:21.179
Yeah, let's say that you wanted to quit smoking and you were to type in there hey, I need a plan to quit smoking.

00:41:21.179 --> 00:41:28.661
I don't want to use the patches, I don't want to use this or that, I just need something that'll work.

00:41:28.661 --> 00:41:32.045
And I don't want to quit cold Turkey.

00:41:32.045 --> 00:41:36.518
I want to kind of quit over time and just watch what it comes back with.

00:41:36.518 --> 00:41:44.547
And do it with the internet and without the internet and see what it comes back with, and you'll find that it's the best assistant on the planet.

00:41:45.235 --> 00:41:46.759
Yeah, it'll be a detailed plan.

00:41:46.759 --> 00:41:52.601
You could even put the timeframe that you want to quit in and it'll give you the exact formula.

00:41:52.601 --> 00:41:53.864
This is crazy.

00:41:53.864 --> 00:41:58.179
I could take a picture If I open my refrigerator at home.

00:41:58.179 --> 00:42:10.605
And I took a picture of my refrigerator at home, the inside of it, and I asked, loaded that picture in and I said what can I make with the ingredients in the refrigerator?

00:42:10.605 --> 00:42:11.327
You know what?

00:42:11.327 --> 00:42:17.938
It's going to tell me exactly what I can make with the exact ingredients and how much and how little and all the things.

00:42:17.938 --> 00:42:19.420
It's ridiculous.

00:42:19.420 --> 00:42:21.083
It is.

00:42:22.925 --> 00:42:24.528
It's right there, it's at your fingertips.

00:42:24.528 --> 00:42:27.657
Start practicing, spend some time with it.

00:42:27.657 --> 00:42:28.762
It'll change your life.

00:42:29.463 --> 00:42:33.246
Change your life, and for those owners that are listening to it, it'll change your business, yeah, ent your life.

00:42:33.246 --> 00:42:35.235
And for those owners that are listening to it, I'll change your business, yeah, entirely.

00:42:35.235 --> 00:42:52.987
So where and I know we're getting close on time I feel like there was one more thing that we were going to talk about, and now I don't recall what that one thing was you know, I think we've checked the boxes on everything I've got on my list Perfect.

00:42:52.987 --> 00:42:56.541
So, Drigum, where are you speaking at Rilla Masters?

00:42:57.583 --> 00:43:01.059
Yep, I'll be at Rilla Masters, I'll be at Lemon Seed.

00:43:01.059 --> 00:43:07.382
Yeah, lots, lots of events.

00:43:07.382 --> 00:43:08.739
Go to your events, you guys.

00:43:08.739 --> 00:43:09.300
It's going to be fun.

00:43:09.300 --> 00:43:10.224
I'd love to see you there.

00:43:14.757 --> 00:43:16.594
Is there a place where somebody can find the events that you're going to be at, or not?

00:43:16.594 --> 00:43:23.222
Yeah, you put me on the spot.

00:43:23.222 --> 00:43:25.208
There you just give out Barry's phone number.

00:43:25.208 --> 00:43:29.096
It's good, I'm just kidding.

00:43:30.376 --> 00:43:33.818
Hey, listen, if you have a question about that, just email me.

00:43:33.818 --> 00:43:44.840
Brigham at PowerSellingProscom so B-R-I-G-H-A-M at Power, P-O-W-E-R-S-E-L-L-I-N-G, P-R-O-Scom.

00:43:44.840 --> 00:43:47.121
So this right here, PowerSellingProscom.

00:43:48.123 --> 00:43:56.706
And also, if you decide that you might need some training with your CSRs or technicians, you can also use that same email address to get assistance with that.

00:43:57.346 --> 00:44:00.367
Yeah, in fact you can go to powerslingproscom.

00:44:00.367 --> 00:44:01.967
There's a link right on the top.

00:44:01.967 --> 00:44:05.909
I want a demo and get yourself a demo.

00:44:05.909 --> 00:44:09.929
Let's talk, let's see whether there's a fit for your CSRs.

00:44:09.929 --> 00:44:14.552
On the PowerSling Pros side, if you want somebody answering phones for you, we can do that too.

00:44:14.552 --> 00:44:18.592
Just go to booked booked by PSPcom.

00:44:18.592 --> 00:44:28.041
Psp stands for PowerSling Pros, so booked agents are trained by PowerSling Pros and held accountable on a regular basis.

00:44:28.041 --> 00:44:33.884
So whether you want your team coached and held accountable over time, or whether you want us answering the phones, we'd be happy to do that.

00:44:33.884 --> 00:44:34.980
Just go to powerslindproscom.

00:44:36.315 --> 00:44:45.442
And here's the last thing I'll say, brigham, I've sat in on a couple of your company meetings and it is the most profound thing.

00:44:45.442 --> 00:44:54.230
I've sat in on one of those meetings with 30 plus CSRs.

00:44:54.230 --> 00:45:00.961
Everybody is smiling, everybody's happy, everybody's grateful to be there.

00:45:00.961 --> 00:45:05.175
It is the most profound thing I've ever seen.

00:45:05.175 --> 00:45:07.038
So I just want to point that out.

00:45:07.038 --> 00:45:21.505
You've done an unbelievable job creating a culture that's remote, that it seems like everybody is in the office like high-fiving yeah, it's a good team.

00:45:21.925 --> 00:45:22.628
I'm very grateful.

00:45:22.628 --> 00:45:26.478
And it's not csrs, it's coaches, coaches that come in csrs.

00:45:26.478 --> 00:45:29.788
Yeah, totally, yeah, no need well done.

00:45:30.349 --> 00:45:31.853
All right, my friend, thank you, thank you.

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