Windshield Time, formerly known as The Service Contractor Radio Show is a podcast dedicated to home service technicians and salespeople. Your host, Chris Elmore will be there for you during your windshield time (or whenever you have time to listen!) to give advice on managing customer expectations, obliterating objections and connecting with your customers on a deeper level in the home.
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In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore the principles behind olympic weightlifting and how you can take these ideas into the home service field. Believe it or not, there are many similarities between these two worlds! If you're looking for a nugget of wisdom to up your service game, we …
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In today's episode of Windshield Time, Harold "J-Dub" James Walker Jr. finds his way back to the Windshield Time studio to rejoin co-host Chris Elmore. Today the duo discusses how to deal with awkard and exceptionally confrontational objections, like religion or politics, while in the home. Yikes! If you're looking for a nugget of wisdom to up your…
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Managing and Dealing With Client's Expectations
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46:44
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In today's episode of Windshield Time, Chris Elmore is joined again by guest host and Service Excellence coach Matthew Barbosa. Today they discuss managing customer's expectations, where they come from, and how to understand them. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step a…
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Taking Care of Mind and Body for Success in the Field
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In today's episode of Windshield Time, Chris Elmore is joined by guest host and Service Excellence coach Matthew Barbosa to talk about the importance of technicians caring for their physical and mental health. Guys in the field must take of themselves before they can adequately take care of the client, and today we talk about how to do just that! S…
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In today's episode of Windshield Time, Chris Elmore and Harold "J-Dub" James Walker Jr. talk about the timeline of the service call, which spans from the dispatch to saying farewall to the client and includes everything in between. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step …
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In today's episode of Windshield Time, Chris Elmore and Harold "J-Dub" James Walker Jr. discuss the importnace of establishing and understanding both input and output KPIs within your business. Output KPIs are lagging indicators that show results, and input KPIs are activities that drive those results. Have you fallen victim to only tracking the ou…
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In today's episode of Windshield Time, Chris Elmore and Harold James Walker Jr. discuss the push back owner's can recieve when suggesting their team members use scripts while talking to clients. What many in the home service industry do not realize, however, is that scripts are not meant to be regurgitated word for word; they're meant to stand as g…
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In today's episode of Windshield Time, Chris Elmore and Harold James Walker Jr. discuss the concept of 'maintenance itis' that technicians often experience during the slower seasons. They explore the symptoms and challenges of maintenance itis and how it affects the HVAC, plumbing, and electrical trades while also sharing personal stories and anecd…
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Are You Having a Conversation or Conducting an Interrogation?
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In today's episode of Windshield Time, Chris Elmore and James Walker discuss the importance of having a conversation with customers rather than interrogating them. They emphasize the need to start the conversation immediately upon arrival, asking questions and engaging in small talk. They also highlight the importance of continuing the conversation…
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In today's episode of Windshield Time, Chris and James discuss the RES method of Press Play, which stands for relationship building, evaluation, and settling anxieties. They emphasize the importance of a great introduction and how it sets the tone for the entire service call, provide strategies for starting a conversation with the customer, discuss…
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In today's episode of Windshield Time, Chris and James talk about the importance of painting a picture that's easy to see. What does this mean? Your job as a service tech is to diagnose problems, suggest solutions, and execute them. But in the midst of this, it's easy to forget that the homeowner does not always have the knowledge and context you d…
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In today's episode of Windshield Time, Chris and James talk about the difference replace versus repair dilemma that techniciancs may run into out in the field, and how to deal with these situations. They discuss topics like educating the client on your recommendation, adapting your approach to the client's profile, and more. Check out this episode …
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It's an Island. If You Didn't Bring It, You Won't Find It!
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In today's episode of Windshield Time, Chris and James talk about the importance of controlling the environment with the client. This is done in large part by properly managing the image you put on display when entering a home. Tune in to hear more about this topic today! Want to talk more on this subject with Chris or James? Feel free to use their…
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In today's episode of Windshield Time, Chris and James discuss the psychology of the service call. The conversation ranges from talking about the difference between a fun buy and a forced buy, to understanding the customer's emotional state and providing a positive experience in both scenarios. Tune in to hear more! Go out and Ignite the Power With…
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In today's Windshield Time, Chris and James are joined by special guest Noel Tarter, the newest coach on the Service Excellence team! Check out this episode for an intro to Noel!
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In today's Windshield Time, Chris and James are joined by special guest Joe Person, the newest member of the Service Excellence team! Joe isn't actually new though, as he has spent many years with the company in the past and is welcomed back with open arms. Check out this episode to hear the guys catch up and get your first glimpse of our new Insid…
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In today's Windshield Time, Chris and James discuss the elephant in the room that looms at the end of every year for salespeople around the country: the holiday objection. Check out this episode to hear how our hosts filter this objection through Service Excellence's PRESS PLAY system to create more success this holiday season!…
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In today's Windshield Time, Chris and James discuss how in the age of the internet, potential clients can reach for their phones, go to Google, and say, "This service is cheaper at another company!" Treat this like an objection and problem-solve by preparing for the pushback before the call!
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In this episode of Windshield Time, Chris and James delve deeper into our last discussion on objections. Join us as we explore the art of truly assisting clients by empathetically listening to and comprehending their challenges. Instead of merely selling, we'll uncover the power of guiding them through decisions, making the process more about suppo…
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In this week's episode of Windshield Time, Chris and James take a trip in the way back machine and cover an old and well-documented topic: handling sales objections. Tune in to hear our hosts cover this tried and true talking point and explore their insights and opinions on the matter.
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In this week's episode of Windshield Time, Chris and James sit down to condense one of Service Excellence's most core methods of training. Tune in to learn about the three acts of PRESS PLAY: Bond, Discover, and Secure.
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This week's Windshield Time podcast showcases Chris and James rehashing a topic discussed back in episode 51: Do your customers actually understand what you're saying? In other words, how do you interact with clients in a way that goes to their heart instead of their head? Check out this episode and hear the tools you can leverage to better communi…
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In this episode of Windshield Time, Chris and James sit down to explore an interesting scenario: When a customer wants to buy something they know they don't really need, is there an ethical dilemma at play? Join them as they have a thoughtful conversation about how to approach this scenario and discover how it's essentially a lesson in understandin…
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What Do You Know and When Do You Know It?
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On today's episode of Windshield Time, Chris Elmore and James Walker reunite to talk about doing your homework before stepping into a client's home. Wouldn't you want your doctor to check your medical chart before a visit? Be sure to check your client's chart before your next service call so you can provide more value, professionalism, and a better…
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The 5 Fundamental Principles of a Great Solution
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In today's episode of Windshield Time, Chris and James go over the five fundamental principles of finding great solutions by creating multiple creative, professional, and quality options for clients.
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In this week's episode of Windshield Time, Chris is joined by fellow Service Excellence team member Dr. Kerry Webb! We hear them talk about Kerry's history serving the home services industry, Kerry's upcoming college-level training program for service managers in the trades, and more!
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In this week's episode of Windshield Time, Chris and James share today's pro-tip: using a customer's personal timeline to build context for the age of their system. They also share non-S.T.E.A.M. objections you may encounter and how to respond when faced with them.
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In this week's episode of Windshield Time, Chris and James outline ways to identify when your discussion of a sale with a customer helps you convey its proper value and when you're overjustifying it. Tune in to find out how to qualify the budget, ask what the customer is thinking and overcome objections, especially when it comes to big-ticket items…
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In this week's episode of Windshield Time, Chris and James explore ways technicians can prepare customers for bad news while out in the field. Whether the job will cost more than they are expecting or you find other issues during the call, find out how you can make them feel comfortable enough to make a last-minute decision bomb.…
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In this week's episode of Windshield Time, Chris and James discuss the utility of diagnostic checklists across the trades and how they vary between industries. Tune in and find out what to do when faced with customer objections about the relevance of a broad inspection.
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In this week's episode of Windshield Time, Chris and James explain how communicating technical language in a customer-friendly way can lead to miscommunications. From directions or concepts to overall value, many things can get lost in translation on service calls.By Chris Elmore
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Differences Between Service & Maintenance
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In this week's episode of Windshield Time, Chris and James discuss what the differences are between service calls and maintenance calls. They share how a customer's expectations vary across types of calls and ways technicians can train, prepare and adapt to them accordingly.
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In this week's episode of Windshield Time, Chris and James discuss how you can use courage to successully navigate interactions with the two main types of unreasonable customers. They share how entering a customer's home with an open mind, abandoning pre-conceived notions, is the key to fielding unpredictable reactions.…
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In this week's episode of Windshield Time, Chris and James discuss how you can create additional value for the customer in ways beyond just monetary means. Together, they break down the psychology behind determining value and its connection to DISC profiles.
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In this week's episode of Windshield Time, Chris and James discuss their theory on price sensitivity, including how to navigate it when you're in the field.
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In this week's episode of Windshield Time, Chris and James talk about how you can use non-technical information in the field to recognize and understand when there is an opportunity to provide additional, useful services to a customer.
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In this week's episode of Windshield Time, Chris and James talk about feeling aligned when leading people and how ensuring that the customer understands: the cost of repair vs. replacement, the price range of replacing, why replacement is the best option, the process of the transaction and booking an appointment ASAP are the 5 keys to a great repla…
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In this week's episode of Windshield Time, Chris and James talk about what the RE in PRESS PLAY means and why these skills are important out in the field. Building a strong Relationship with the customer is the key to getting your foot in the door. Then, use your rapport to Explore their concerns by asking smart questions, showing your interest in …
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In this week's episode of Windshield Time, Chris is joined by our NEW interim host, James Walker, to talk about being held back by fear of failure on the job while getting to know more about J-Dub.
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On this special episode of Windshield Time, the Service Excellence team bids farewell to longtime friend and coach, Chris Loudermilk. Tune in to hear Chris and Chris reminisce and chat one last time.
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Prescription Pyramid – Awareness & Stimulation
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This week, your hosts Chris and Chris, with returning guest speaker Matthew Barbosa, talk about awareness and stimulation in the Prescription Pyramid.
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In this week's "Windshield Time," your hosts Chris and Chris revisit DISC profiles.
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This week your hosts Chris and Chris, with returning guest speaker Matthew Barbosa, talk about when things get awkward on the job.
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This week your hosts Chris and Chris, with guest speaker Matthew, talk about how exactly One Things Leads To Another.
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This week your hosts Chris and Chris discuss Fun with Cognitive Bias.
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With Great Power Comes Great Responsibility
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In this episode of Windshield Time, host Chris and Chris talk about how "With Great Power Comes Great Responsibility".
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This week on Windshield Time, your hosts Chris and Chris talk about What's Between Your Ears
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The Ever-present Multiple Bids Objection Revisited
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This week on the podcast, your hosts Chris and Chris Revisit the ever-present Multiple Bids Objection.
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This week on the podcast, your hosts Chris and Chris continue their series DiSC profile. This week: DISC Profiles & Objections
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This week on Windshield Time your hosts Chris and Chris discuss presenting to DISC Profiles.
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