Windshield Time: Recent Episodes
Chris Elmore
Windshield Time, formerly known as The Service Contractor Radio Show is a podcast dedicated to home service technicians and salespeople. Your hosts, Chris Elmore and Chris Loudermilk 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.
Most customers object for two reasons: lack of trust and lack of value. Someone who doesn't seem to know what they're doing because they can't communicate well is less valuable.
So Chris walks the 3 Cs... competence, confidence, and control.
Competence is the minimum level of technical excellence for your trade and your company.
Confidence is knowing that you know.
Control is not manipulation of the customer, it means the outcome is more predictable because you are competent.
Together they let you step into being a professional expert authority.
You can live at the best technical academy on the planet for three weeks and never get any customer communication training.
Chris's urging: spend as much time learning to communicate the work as you spend working on the thing.
In this episode you'll learn:
-The 3 Cs and why they work as a loop, not a one-time ladder -How to know a tech is competent... the line of minimum technical excellence -Why "my work speaks for itself" quietly costs you sales and trust -The two real reasons customers object, and how communication creates both -The doctor test, and how to close the authority gap with your customers -The fastest way to grow all three Cs: be a sponge, practice till you can't get it wrong
Free downloads and past episodes:
https://www.servextra.com/episodes/
Listen on the go:
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu
Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
Windshield Time is hosted by Chris Elmore. If this one hit home, send it to a tech who thinks the work speaks for itself.
#WindshieldTime #HVACBusiness #PlumbingBusiness #TechnicianTraining #ServiceExcellence
Your tech hears "too expensive," packs up, and rolls to the next call. Another lost ticket... and he'll tell you the customer was just a cheapskate. But he didn't diagnose anything. He guessed. In this episode of Windshield Time, Chris Elmore breaks down the Anatomy of an Objection... how to diagnose a price objection instead of reacting to it. Here's the problem: "too expensive" has fifteen or twenty different reasons behind it, and they don't all get the same response. Is it a smokescreen or a true condition? Is the customer objecting to the price, or to the thing you recommended? You can't know until you ask. So you LEAP: Listen, Empathize, Ask questions, Problem solve. It's the same move a tech already makes on a service call. Walk in on a dead ceiling fan and the first question is "is there power?" The answer tells you which path to take. An objection works exactly the same way... ask the right question first, and it directs you to the real issue. Handle it right, and "too expensive" isn't the end of the call. It's the moment you separate the money from the recommendation and move the customer to the next step.
đ§ Listen on the go:
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu
Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
All episodes: https://www.servextra.com/episodes/
#HVAC #Plumbing #Electrical #ServiceTech #WindshieldTime
A typical service call runs two hours. But only about 30 minutes of it is spent face to face with the customer, and that small window is where trust gets built and decisions get made.
Most techs have never realized how little time they actually get, or how much rides on it.
Chris Elmore walks through a simple paper exercise that changes how you see every call. Map PRESS PLAY across a two-hour timeline and the picture gets clear fast.
Most of your time goes to the diagnosis and the repair, the technical work that everything depends on, and a smaller slice, about a quarter, is your time with the customer.
Both matter.
But because that customer window is so short, you have to be just as sharp there as you are with your tools.
You'll learn:
-Why only about 30 minutes of a two-hour call is customer-facing time -How to map PRESS PLAY across the timeline of a service call -Why that short window is where trust and decisions happen -The NFL comparison that reframes how you see your time on every job -Why objections get handled in the first 15 minutes, before they come up -Why you should practice the customer conversation as hard as the craft
đ§ Listen on the go:
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu
Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
All episodes: https://www.servextra.com/episodes/
Windshield Time is hosted by Chris Elmore. If this changed how you see your time on a call, share it with a tech who thinks the job ends at the repair.
A customer gets defensive the second you bring up money. It feels like it came out of nowhere. It didn't. You lost them the moment you walked up to the door and failed to set a single expectation.
Chris Elmore breaks down setting and resetting expectations, the skill that decides whether the end of your call is a smooth yes or a standoff. Customers show up expecting the worst.
You show up with your own assumptions. Left unspoken, those expectations turn into resentment every time. The fix happens in the first 15 minutes, long before money ever comes up.
You'll learn:
-Why customers expect the worst before you even knock -The one sentence behind almost every bad reaction at the end of a call -Why the risk of offense is the price of clarity -How to use the red, yellow, green checklist to reset expectations -The money reset that puts the decision back in the customer's hands
đ§ Listen
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu
Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
All episodes: http://servextra.com/episodes/
Windshield Time is hosted by Chris Elmore. If this changed how you start a call, share it with a tech who keeps getting blindsided at the end.
#HVAC #Plumbing #Electrical #ServiceTech #WindshieldTime
_*]:min-w-0 gap-3"> Most techs diagnose the one thing the customer called about, fix it, and leave.
The best techs diagnose the whole system, because the thing they called about is never really on its own. That's the difference between a callback and a customer who buys the real fix.
_*]:min-w-0 gap-3"> Chris Elmore breaks down what he calls common bonds: the things that tie every part of a home's system together. Age. Maintenance. Filtration. Construction.
Two problems can look completely unrelated and still share the same water, the same age, the same install.
Once you learn to see those bonds, you stop fixing isolated problems and start showing the customer the whole system, so they understand why the real fix matters instead of grabbing the cheapest band-aid.
You'll learn:
- Why you start where the customer noticed the problem, not where you assume it is
- What common bonds are and how they connect problems that look unrelated
- How age, maintenance, filtration, and construction tie a whole system together
- How to set context and contrast in the first 15 minutes of a call
- Why technical excellence is the foundation under every communication skill
Show notes and free resources: https://www.servextra.com/episodes/
Listen and subscribe:
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu
Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
All episodes: https://www.servextra.com/episodes/
You got 800 hours of technical training. You got 3 hours on customer service. You weren't trained for the moment a customer says "that's too expensive." That's why you freeze.
Chris Elmore breaks down why handling objections is troubleshooting with a person instead of a machine.
Same process. One difference: emotions.
He walks through how LEAP works on real objections, why "that's too expensive" rarely means what you think, and the one question that splits the price from the work.
You'll learn:
- Why problem-solving before asking questions is parts changing
- What real listening and empathy sound like on a call
- How to split the price from the work with one question
- Why LEAP out of order becomes PLEA
- Why "fix it" is only one-fifth of your job
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu
Apple: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
You pull up to a house. You see the yard, the cars, the neighborhood. Before you knock on the door, you've already decided what this customer can afford. You don't know you're doing it. But it's costing you money.
Chris Elmore walks through the five cognitive biases that affect every tech in the field â and shows how each one shows up on real service calls. The plumber who skips the shower and goes straight to the water heater. The tech who feels guilty about his own price because a customer asked for a ballpark.
The moment you see someone just like you and suddenly they're getting a deal they didn't ask for.
Then he takes you to the top of Mount Stupid â the Dunning-Kruger effect â and explains why familiarity is not mastery and why the best in the world never stop training.
You'll learn:
- The five cognitive biases that cost techs money on every call
- Why your brain makes decisions about customers before you knock
- How anchoring bias makes you feel guilty about your own pricing
- Why the customer who looks like you is the most dangerous one to sell to
- What Mount Stupid is and how to get off it
Full show notes and resources: servextra.com
Subscribe & listen:
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu?si=70c11c4b09aa4dec
Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
All episodes: https://www.servextra.com/episodes/
Every tech knows how to troubleshoot a system. But when a customer objects (I need to think about it, I need to talk to my spouse, that's more than I expected), most techs stop troubleshooting and start guessing.
Chris Elmore shows you that troubleshooting an objection uses the exact same skill you use on every diagnostic call. The only difference is that there's a person on the other end instead of a machine.
He names the five most common objections, breaks down the LEAP method, and shows you what happens when you skip the troubleshooting steps â LEAP becomes PLEA, and now you're begging instead of leading.
You'll learn:
- Why an objection is not a no â it's a troubleshooting problem you haven't finished
- The five most common objections and why they're all the same thing
- LEAP: why the order matters more than the words
- Why the troubleshooting skill you use on every diagnostic is the skill that handles objections
- What happens when LEAP becomes PLEA
Full show notes and resources: servextra.com
Subscribe & listen:
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu?si=70c11c4b09aa4dec
Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
All episodes: https://www.servextra.com/episodes/
You built four options. You laid them all on the table. The customer's eyes went straight to the cheapest one. This episode fixes that.
Chris Elmore breaks down why presenting all four options at the same time costs you money on every call â and teaches the top-down method that uses the trust you've already built to guide the customer toward the best solution.
He covers the psychology of forced buys, why four options is the right number, and exactly how to build them using the red, yellow, green diagnostic system.
You'll also hear two stories you won't forget â a Hot Wheels toothbrush that explains your entire job as a tech, and a gas station on a hill that will change how you present tomorrow morning.
You'll learn:
- Why showing all four options causes customers to anchor on the cheapest
- The difference between fun buys and forced buys â and why it matters
- How to build and present your four options from the top down
- What to do when the customer says no â the LEAP method
- Why fighting for your recommendation is the most professional thing you can do
Full show notes and resources: servextra.com
Subscribe & listen: Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu?si=70c11c4b09aa4dec Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507 All episodes: servextra.com/episodes
Hosted by Chris Elmore. Got a question? Reach Chris at elmore@servextra.com
A lot of technicians think customer resistance starts at the price.
Chris Elmore says it starts much earlier.
In this episode, Chris uses a vivid analogy to explain what happens when a technician gives a customer bad news without preparing them first. The result is confusion, defensiveness, and the urge to escape... just like someone reacting to an unexpected explosion. The point is not the drama of the analogy. The point is what surprise does to trust.
This conversation breaks down why great technicians still lose customers during the presentation phase, and how to prevent that by setting expectations earlier in the call.
Chris explains how the right questions create context, how context creates contrast, and how credibility, agenda, and price help settle anxiety before the diagnosis is ever delivered. He also shows why PRESS PLAY is more than structure... it is a way to make the final recommendation feel logical instead of alarming.
If you want smoother calls, less pushback, and more trust when it is time to present options, this episode will help you understand what is really happening inside the customer's mind.
If this episode hit home, follow, review, and share it with a technician who wants to run smoother calls and build more trust in the home.
Windshield Time exists to help techs grow their skills, their confidence, and their careers.
JOIN OUR NEXT LIVE PRESS PLAY TRAINING SERIES:
https://www.servextra.com/press-play-training-series/
"What is your job?" Most technicians answer the same way: fix the problem.
But that answer reveals something importantâmany technicians see their role too narrowly.
In this episode of Windshield Time, Chris explains why professional technicians carry a much larger responsibility when they enter a customer's home.
A technician isn't just there to repair equipment. They are responsible for discovering the condition of the system, clearly explaining the solutions, guiding the homeowner's decision, and ultimately delivering work that builds long-term trust.
Chris outlines the five responsibilities of a professional technician and explains why technicians who understand these responsibilities become far more effective communicators, advisors, and professionals in the home.
For technicians in HVAC, plumbing, electrical, and home services, this episode offers a new way to think about what the job really is.
If this episode helped sharpen the way you think about the job, follow the show, leave a review, and share it with a technician who's serious about becoming a true professional.
Windshield Time exists for one reasonâto help technicians grow their skills, their confidence, and their careers.
If you're a technician who believes your job is to "just fix it," this episode will challenge that mindset.
In this episode of Windshield Time, Chris Elmore sits down with Joe Bates, owner of Northern Air Plumbing & Heating, to break down what separates average service technicians from true professionals.
A technician's job is to diagnose the entire system, tell the story of what's happening, and explain what it takes to make it work the best, last the longest, and be the safest â even if that means replacement.
Inside this episode:
⢠Why "just fix it" keeps techs stuck at sixes and sevens ⢠How settling customer anxieties increases trust and closes jobs ⢠Why system diagnosis beats patchwork repairs ⢠How HVAC sales starts with clarity, not pressure ⢠Why professional technicians practice more than they perform ⢠How physical fitness impacts longevity in the trades ⢠Why learning outside the clock separates average techs from leaders
If you want to grow as an HVAC technician, plumbing technician, or electrical service professional, this episode lays out what owners actually notice and reward.
Because pros don't just fix. They diagnose, communicate, and lead the conversation.
If this episode challenged how you show up in the home, follow the show, leave a review, and share it with another technician who wants to move beyond "just fixing it."
Windshield Time is for home service professionals who want to master in-home service and sales.
Service Excellence Training & Workshops https://www.servextra.com
What does a service business owner actually expect from technicians?
In this episode of Windshield Time, Joe Bates, owner of Northern Air Plumbing and Heating, shares the ownership perspective most technicians never hear.
This is not theory.
It's what ownership sees every day.
Payroll. Margins. Reputation. Risk.
Joe explains what sets average technicians apart from trusted professionals â and how technicians' behavior directly affects company stability.
In this episode:
⢠What Joe Bates expects from his technicians ⢠Why calm presence inside the home matters ⢠How accountability affects profitability ⢠What ownership really means in plumbing and HVAC ⢠How culture starts with standards ⢠Why discipline builds trust with customers
If you work in HVAC, plumbing, or electrical service, this episode will change how you think about ownership.
If this episode helped you see ownership differently, follow the show and leave a review.
Reviews help more technicians and service leaders find Windshield Time.
And if you're serious about growing in the trades, send this to someone on your team who needs to understand the bigger picture.
Most service calls don't fail during diagnostics. They fail in the moment after.
The inspection is complete. The findings are clear. And then the conversation stalls.
In this episode of Windshield Time, we break down why service calls stall after diagnostics and what technicians can do to move the call forward without sounding salesy, awkward, or unsure.
This isn't about closing harder. It's about leading the next step.
In this episode, you'll learn: * Why technicians hesitate after diagnostics * The difference between findings and forward motion * How hesitation weakens confidence and trust * Why customers feel uncertainty in the pause * The mistake techs make when they over-explain * How clear options move the call forward naturally * Why structure beats persuasion * What to do immediately after diagnostics are complete
If you've ever finished an inspection and thought, "Now what?", this episode shows you exactly what's missing.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
FOLLOW + REVIEW
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When a service call goes bad, it's rarely because the work was wrong.
It's because the conversation wasn't documented.
In this episode of Windshield Time, Chris Elmore and Matthew Barbosa explain how to document a service call properly and why documentation protects technicians long after the job is done.
This episode reframes documentation away from paperwork and toward clarity, protection, and trust, for technicians, customers, and everyone who looks at the job later.
In this episode, you'll learn: * How to document a service call step by step * What "CYA" really means for technicians * Why undocumented work might as well not exist * How documentation prevents callbacks and blame * Why customers forget conversations but remember documentation * How green items build credibility alongside red ones * Why minimizing language weakens trust * How thorough documentation sets up everything that comes next
If you want fewer callbacks, stronger trust, and protection after you leave the house, this episode shows why documentation matters.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
FOLLOW + REVIEW
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Experience is your greatest assetâuntil it creates your biggest blind spot.
In the Season 2 premiere of Windshield Time, Chris Elmore and Matthew Barbosa dismantle the myth that "seasoned pros don't need checklists." If you're relying on your gut to diagnose, you're leaving money, trust, and your reputation on the table.
We dive into why the diagnostic checklist isn't about finding the problemâit's about the "Juggernaut Strike": making one undeniable point that secures the sale before you even open your mouth.
In this episode, you'll learn:
- The Routine Trap: How your "automatic" expertise creates invisible blind spots.
- Troubleshooting vs. Diagnosing: Why finding the fix is only 10% of the job.
- The "Greens" Strategy: How documenting what isn't broken builds more trust than finding what is.
- Translation Over Technicality: Using the checklist as a shared language with the customer.
- The Documentation Premium: Why knowledge has zero value until it's shared with the person paying the bill.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
FOLLOW + REVIEW
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Most people don't quit on self-improvement. They quietly drift away from it. Not because they don't want change. But because they never built a system to support it.
In this episode of Windshield Time, Chris and Noel break down why New Year's resolutions fail, why motivation is a terrible strategy, and what real, lasting improvement actually looks like, especially for people in the trades.
This isn't hype. It's not "morning routines" or quick hacks. It's about structure. Awareness. And building habits that hold up when life gets busy.
In this episode, you'll learn:
- Why most self-improvement efforts collapse within months
- The real difference between a resolution and a goal
- Why personal growth feels harder than work goals
- How avoidance blocks improvement before it starts
- Why long-form learning creates depth, not noise
- How writing and sharing goals changes outcomes
- Why systems beat motivation every time
If you're tired of starting over, this episode will show you what's been missing.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
FOLLOW + REVIEW
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The holidays change everything. Customers are more patient. Mistakes get forgiven. Standards quietly soften.
Then January hits...and all of that disappears.
In this episode of Windshield Time, Chris Elmore and Noel Tarter break down what technicians experience every year but rarely talk about: the holiday hangover.
Not the fun kind. The professional one.
You'll learn:
- Why customer behavior shifts sharply after the holidays
- How financial stress and overspending show up in service calls
- Why techs feel more pressure, frustration, and urgency in January
- How lowered holiday standards create post-season problems
- Why awarenessânot effortâis the key to resetting successfully
This episode isn't about pushing harder.
It's about understanding the environment you're walking into, so you don't take customer behavior personally, lower your standards, or burn yourself out trying to fight reality.
Professionals don't guess. They adjust.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
FOLLOW + REVIEW
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If the same objections keep showing up, it's not coincidence. It's information.
This Windshield Time compilation brings together the most replayed conversations on objection handling â not because they're clever, but because they reveal the same mistakes happening over and over in real service calls.
Across these moments, one pattern is clear: Technicians aren't losing trust because they say the wrong thing. They lose trust because they skip steps.
In this episode, Chris Elmore breaks down:
- Why objections repeat when something wasn't understood
- How jumping to solutions creates resistance later
- Why price objections are rarely about price
- How assumptions damage credibility instantly
- Why objections are diagnostic clues, not pushback
- How LEAP works when pressure shows up
Objections aren't rejection. They're signals that something hasn't been connected yet.
This episode puts the full picture together â so you can stop reacting to objections and start preventing them.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
FOLLOW + REVIEW
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Technicians aren't losing deals because they lack answers. They lose trust because they solve problems too early.
In this episode of Windshield Time, Chris Elmore and Noel Tarter reframe objection handling through a mindset every great technician already understands: diagnostics.
An objection isn't resistance. It's a signal that something hasn't been understood yet.
This conversation breaks down:
- Why objections point to missing information, not rejection
- How jumping straight to solutions creates pushback
- Why slowing down builds authority instead of losing momentum
- How LEAP works as a troubleshooting process for people
- The difference between pressure and professional confidence
When your process is sound, persuasion isn't something you force. It's something that follows clarity.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
FOLLOW + REVIEW
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The holidays don't just change schedules...they change mindsets, customer behavior, and the entire rhythm of the trades. And most techs don't realize how much the season is influencing their decisions⌠until it costs them.
In this episode of Windshield Time, Chris and Brandon break down the psychological pressure of NovemberâDecember and how it quietly causes techs to slip: cutting corners, assuming customers won't buy, projecting their own holiday stress, and mistaking emotion for emergency.
This is not a "holiday tips" episode.
It's a psychology-of-the-season masterclass for every tech, manager, and owner.
Inside you'll learn:
- Why techs unknowingly lower their standards during the holidays
- How old memories, family routines, and financial stress shape job performance
- The holiday complacency trap: attire, parking, shortcuts, skipping steps
- Why "nobody spends money in December" is a mythâand a dangerous one
- How customer emotions heighten urgency, objections, and irrational decisions
- Why defining "real emergencies" protects tech morale (and company sanity)
- Tactical ways managers can set expectations before the season hits
- How awareness + process = professionalismâeven under pressure
This episode helps you keep your edge when emotions, expectations, and urgency are at their highest. Because the holidays don't change the jobâŚThey change the people doing the job.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
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Most technicians think customers push back because of the price. But the truth is simpler: Customers push back because they don't understand the problem.
In this episode of Windshield Time, Chris Elmore and Brandon Cockrell break down the "value gap" â the space between what the technician knows and what the homeowner understands. When techs jump from "Here's what's wrong" straight to "Here's how we fix it," the customer is forced to make a decision without clarity⌠and that creates objections every single time.
You'll learn how to fill the value gap using the FAB model (FeaturesâAdvantagesâBenefits), how to explain the old part before recommending the new one, and how to translate technical language into real-world meaning the customer can trust.
This episode shows you exactly how to build value before the price â so the price finally makes sense.
Inside This Episode: * Why unspoken questions turn into future objections * How mixed signals from homeowners mislead techs * The psychology of explaining the old item before the new one * How FAB automatically creates understanding and trust * Why technical jargon kills confidence * How to slow down, explain clearly, and close calmly * The real reason skipping steps forces you to backtrack
When you fill the value gap early, trust rises, objections fall, and approvals become natural.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
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Technicians don't lose the call because of price. They lose it because they solve too fast.
In this episode of Windshield Time, Chris Elmore and Brandon Cockrell break down why techs jump straight to the fix â and why that instinct backfires with homeowners.
When you skip LEAP (Listen, Empathize, Ask Questions, Problem Solve), you end up negotiating, apologizing, discounting⌠and sometimes even offending the customer. Chris shares the story of getting thrown out of a house for offering financing too quickly â and how to avoid the same mistake.
You'll learn:
- Why "pushing the fix" sounds like begging
- How LEAP keeps you on the same side of the table
- The locomotive analogy: your customer hasn't left the station yet
- Why offering financing too early can blow up in your face
- How cognitive biases shape every objection
- How to diagnose people the same way you diagnose systems
- How to lower the customer's wall instead of trying to remove it
This is the communication playbook every technician needs. Slow down, LEAP first, and watch your close rate go up.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
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Customers decide more in the first 10 minutes than most technicians realize.
Company reputation may get you the call â but your credibility determines everything that happens after the door opens.
In this episode of Windshield Time, Chris Elmore and Brandon Cockrell break down the quiet, powerful signals that make customers trust youâŚor question you.
From the moment you park the truck to the way you introduce yourself, customers are reading your appearance, confidence, preparation, and clarity.
You'll learn:
- The credibility signals customers notice instantly
- Why "borrowed trust" from the company fades fast
- The posture, tone, and confidence cues that reassure homeowners
- Why some techs get requestedâand others don't
- How preparation turns uncertainty into authority
This episode is a must-watch for any technician who wants to build trust, earn loyalty, and dominate the first 10 minutes of every call.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
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Most technicians think their job is to fix the system. But great technicians knowâthe real mission is to serve the person behind the problem.
In this episode of Windshield Time, Chris Elmore and Brandon Cockrell break down why The People Are the Priority in every home service call.
They explore why techs fall into target fixation, how base programming shapes reactions under pressure, and what it takes to rewire your habits through empathy, communication, and emotional awareness.
You'll learn:
- Why technical perfection means nothing without connection
- The firefighter analogy that changes how you see your job
- How to retrain your instincts through empathy and listening
- What cognitive tunneling teaches about mistakes and focus
- Why serving people first transforms your results
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
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Most people don't want your advice. They don't want you to fix their problem.
They just want to feel understood.
In this episode of Windshield Time, Chris Elmore and Brandon Cockrell unpack what it means to be a Super Communicator â someone who knows how to connect with people's needs before trying to change their minds.
They'll show you how DISC profiles, empathy, and body language can help you connect better â with your team, your customers, and your family.
Because once you know whether someone needs to be helped, heard, or hugged, you stop talking past people⌠and start reaching them.
You'll learn:
- Why connection always comes before persuasion
- How to adapt your communication to someone's DISC type
- Why empathy builds trust faster than logic ever will
- The three types of conversations (and how to spot them)
- How great communicators make people feel seen
Communication isn't about words â it's about understanding.
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Most of your day runs on autopilot â about 40% of it, to be exact.
In this episode of Windshield Time, Chris Elmore and Brandon Cockrell dig into the Power of Habit â how tiny routines decide your results long before motivation does.
From trading a morning Dr Pepper for water to learning how Tony Dungy rebuilt a football team through simplicity, this episode shows how to change your routines without changing your goals.
You'll learn:
- The cueâroutineâreward loop that controls behavior
- Why 40% of your day is habit, not choice
- How to build a morning routine that sets your tone for success
- What Tony Dungy and J. J. Watt can teach about discipline
- How techs can use habit loops to improve in-home performance
If you're stuck in the same results, it's not you â it's your routine.
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In the trades, most techs learn to fix things...only a few learn to notice things.
In this episode of Windshield Time, Chris Elmore and Brandon Cockrell reveal the hidden skill that separates average technicians from elite ones: curiosity.
Curious technicians ask better questions, read environments faster, and earn trust without forcing it. Observation helps you see what others miss â and that's where real connection starts.
They'll show you how to:
-Use observation to anticipate customer needs and objections -Ask natural, curiosity-driven questions that open conversation -Spot key decision-makers and emotional triggers without guessing -Turn small talk into meaningful connection -Build confidence that customers can feel â before you ever present a price
As Brandon says: "When you notice what others don't, you connect before you even start talking."
If you're ready to elevate from being a communicator to being a connector, this episode will teach you how to turn curiosity into confidence â and confidence into results.
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What's the difference between a good technician and a complete professional?
In this episode of Windshield Time, Chris Elmore and Jesse Olson break down the final role in the Four Technician Roles framework: the Revenue Producer.
Most techs think revenue means "selling." It doesn't. As Jesse says:
"Revenue without excellence is the grind. Excellence without revenue is a hobby."
Being a Revenue Producer means owning your time, your results, and your responsibility to the company and the customer. It's not about pressure â it's about stewardship.
You'll learn:
- What it really means to be a Revenue Producer
- How discipline connects excellence to results
- Why performance pay is a reflection of stewardship, not sales pressure
- How to communicate value without sounding like a salesperson
- Why being a professional means caring about both service and revenue
If you're an HVAC, plumbing, or electrical tech who wants to grow beyond just fixing, this is the mindset shift that creates long-term career success.
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Every service technician can fix things...but not every tech is a true problem solver.
In this episode of Windshield Time, Chris Elmore and Jesse Olson break down what problem solving really means in the trades. Itâs not just diagnosing and repairing â itâs about translation, communication, and trust.
Too many techs either exaggerate the danger or minimize the value of their work. Both erode trust. Customers donât just want something fixed â they want to understand the problem, the risks, the options, and why your solution is worth it.
Chris and Jesse explain why translation (not just explanation) is the technicianâs most overlooked skill, how to use analogies without cheapening your value, and why presenting clear options helps customers make the right decision without pressure or manipulation.
If youâre in HVAC, plumbing, or electrical, this episode will sharpen your communication skills and show you how to go from just fixing problems to building customer confidence for life.
What Youâll Learn in This Episode:
- Why technical excellence is the foundation of problem-solving
- How to set expectations and build trust with customers
- The dangers of exaggerating or minimizing repairs
- Why translationânot just explanationâis the real technicianâs edge
- How to use analogies wisely (and avoid ones that kill trust)
- Why presenting clear options helps customers choose with confidence
- How permanent solutions rely on both skill and communication
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What separates an average technician from one customers love and leaders promote? Itâs not just technical skill â itâs the discipline and soft skills that build trust.
In this episode of Windshield Time, Chris Elmore sits down with Jesse Olson and David Grennel. David shares his personal transformation â losing 70 pounds, reshaping his habits, and sharpening his communication â and how that discipline turned him into a stronger technician and leader.
Jesse and Chris highlight why appearance, preparation, and confidence shape customer trust, and how great technicians go beyond fixing problems to become true client delighters, problem solvers, and revenue producers.
If youâre in HVAC, plumbing, or electrical â or youâre a manager training the next generation of techs â this episode shows why discipline and soft skills are the difference between being just a âfixerâ and becoming unforgettable.
What Youâll Learn in This Episode:
- Why discipline is the foundation of technician success
- How appearance and preparation impact customer trust
- Why customers buy confidence as much as technical skill
- The Technician Triangle: client delighter, solver, producer
- How personal growth creates professional opportunities
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Every service technician learns the trade, but not every tech becomes great. Why? Because technical skills alone wonât cut it.
In this episode of Windshield Time, Chris Elmore and Jesse Olson (owner of The Happy Outlet) break down the 3 roles that separate great technicians from average ones:
- Client Delighter: Customers remember the experience more than the repair.
- Problem Solver: Clear communication and long-term solutions matter as much as technical fixes.
- Revenue Producer: Stewardship, efficiency, and profitability fuel growth for both the company and the tech.
Youâll also learn why practice and preparation matter as much in the trades as they do in pro sports or medicine â and how techs can apply discipline to build lasting careers.
If youâre in HVAC, plumbing, or electrical and want to move from âgoodâ to âgreat,â this episode gives you the roadmap.
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Most home service owners think about growth in terms of calls booked, revenue, and trucks on the road. But profit often slips away in the small, hidden gaps inside the business.
In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker break down the areas where money leaks out of HVAC, plumbing, and electrical companies â and how leaders can tighten up processes to keep profit in the business.
Hereâs what youâll learn:
- The most common places profit gets lost in service companies
- Why callbacks and breakdowns in communication eat away at margins
- How to connect CSRs, techs, and managers so the whole team protects profit
- Practical systems to reduce waste and strengthen your bottom line
- Real-world examples from contractors who have turned leaks into growth
If youâre growing revenue but not seeing more money in the bank, this episode will help you find the gaps and fix them.
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Every trade faces it â HVAC, plumbing, electrical: You show up, diagnose the problem, replace a part, and 20 minutes later the system is running again. The invoice? $400.
And the customer says:
âWhy am I paying so much for something that looks so quick and simple?â
In this episode of Windshield Time, Chris Elmore and James âJ Dubâ Walker unpack one of the most common challenges in the trades: explaining the true cost of service calls.
Hereâs what youâll learn:
-Why customers confuse time and parts with value
-The real cost of rolling a truck â labor, benefits, overhead, marketing, fuel
-How to show customers theyâre paying for comfort, safety, expertise, and peace of mind
-Why diagnosis and communication matter more than the part itself
-The âsqueaky floorâ story â how one nail can be worth $400 when backed by skill and a guarantee
If youâve ever had a customer push back on pricing, this episode will give you the tools and language to defend your value and protect your professionalism.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
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Every great service technician knows the 3 Câs: competence, confidence, and control. But how do you actually build them?
In this episode of Windshield Time, Chris Elmore and James âJ Dubâ Walker break down how technicians can go from just âknowing the workâ to leading conversations with customers and closing calls with confidence.
Inside this episode:
-Why competence always comes first (skills + knowledge = confidence) -The role of personality profiles (High S & High C) in shaping confidence -Why asking for help is growth, not âfaking itâ -How to handle customer objections without losing control -The secret to translating technical jargon into customer-friendly language -Why questions restore control when conversations go sideways
Whether youâre in HVAC, plumbing, or electrical, this episode will help you turn technical competence into customer trust, stronger communication, and more closed calls.
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What makes a great service technician? Itâs not just tools or technical knowledgeâitâs mastering the 3 Câs: Confidence, Competence, and Control.
In this episode of Windshield Time, Chris Elmore and James âJ Dubâ Walker dive deep into how HVAC, plumbing, and electrical technicians can build the skills and mindset that customers trust.
Hereâs what youâll learn in this episode:
-Why confidence is contagious and how it builds customer trust -The difference between knowledge, competence, and wisdom in the trades -Why practice and repetition are the keys to mastery -Balancing efficiency, effectiveness, and technology in troubleshooting -How mentorship accelerates growth for young technicians
If youâve ever struggled with imposter syndrome, or wondered how to bridge the gap between knowledge and true competence, this episode will give you the tools to lead every service call with authority.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
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Every buying decision is shaped by psychological triggers.
In this episode of Windshield Time, Chris Elmore and James Walker break down two of the most powerful influence principles (Authority and Scarcity) and show how they apply to every in-home sales call.
Hereâs what youâll learn:
-Why customers trust authority and how to position yourself as a credible expert
-How scarcity drives urgency and action (without manipulation)
-Real-world service call examples of authority and scarcity in play
-The mindset shifts that make influence feel natural, honest, and human
If you want to close more jobs and win trust without lowering your price, this episode will show you how.
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Why do customers say âyesâ to one tech and ânoâ to another?
It often comes down to two overlooked influence skills: Consensus and Likability.
In this episode of Windshield Time, Chris Elmore and James Walker break down how people look for social proof before making a decision, and why being liked and trusted can outweigh the cheapest price.
Hereâs what youâll learn:
-The âsafety in numbersâ effect that makes buyers feel confident in choosing you
-How to localize consensus so customers can relate to others whoâve made the same choice
-Why likability builds trust faster than technical knowledge alone
-How to avoid using influence tools as manipulationâand earn genuine decisions
-Practical scripts and mindset shifts to help you guide customers toward yes
If you want to increase your close rate, build credibility, and make buying easy for customers, this episode is a must-listen.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
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Every buying decision is influenced by more than facts or price.
Two psychological principles (Reciprocity and Consistency) play a massive role in how comfortable customers feel saying âyes.â
In this episode of Windshield Time, Chris Elmore and James Walker break down these two science-backed influence skills and show you how they apply to every in-home service call:
1) Reciprocity: Why small, genuine gestures make people feel good about returning the favor
2) Consistency: How asking the right questions early makes customers want to stay aligned with what theyâve already said
Youâll also learn:
-How to create a trust-first atmosphere where customers feel safe making a decision
-Real-world service call examples showing reciprocity and consistency in action
-Why understanding human behavior makes every conversation smoother, easier, and more natural
-This isnât about manipulationâitâs about communicating in a way that feels honest, helpful, and human.
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Some techs walk into a home and customers instantly feel comfortable. Others canât get past âlet me think about it.â
Itâs not luck. Itâs learnable skills.
In this episode of Windshield Time, Chris Elmore and Harold James Walker break down 6 psychological skills every service professional needs to earn trust, guide decisions ethically, and close more calls without pressure tactics.
Youâll discover:
-The six science-backed skills that shape buying decisions -How to use psychology ethically -Ways to build authority and credibility in the first 5 minutes -Real-world stories from thousands of in-home visits showing these skills in action
If youâve ever lost a job because a customer didnât fully believe in you, this episode shows you how top techs win trust before the close.
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These days, customers show up armed with YouTube videos, online forums, and a confidence that can make even seasoned techs bristle.
So, what do you do when a customer thinks they know more than you? In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker tackle one of the trickiest moments in the trades: handling customers who challenge your expertise.
What's Inside:
-Why customers feel so confident (and where they get their info)
-How to spot the early signs of a âknow-it-allâ customer
-The worst mistake techs make (and how to avoid it)
-Why dismissing a customerâs knowledge kills trust
-How to disarm customers gentlyâwithout getting defensive
-The power of physical evidence to win trust
-The real difference between knowledge and experience
Because the truth is, itâs not about proving youâre smarter, itâs about building trust, guiding the customer, and protecting the sale.
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What do you do when your customer insists on a cheap Band-Aid fix instead of the real repair you know they need?
In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker dive deep into one of the toughest moments in the trades: telling a customer âThatâs a bad idea.â
This episode is for every technician, salesperson, or service professional whoâs ever struggled with customers rejecting expert recommendations, choosing quick fixes, or balking at bigger repairs or replacements.
What's Inside:
-Why itâs your professional responsibility to protect customers from bad decisions
-How to earn the right to say âThatâs a bad ideaâ without losing trust
-Why customers often go for Band-Aid fixesâand how to steer them toward better choices
-How to avoid just being âthe guy who lists optionsâ and step up as a Professional Expert Authority
-Psychological tactics that help customers realize the cost of shortcuts
-How to handle objections with empathy, authority, and clarity
-The hidden costs of always taking âsomething rather than nothingâ on service calls
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If customers donât see you as a professional expert authority, theyâre less likely to trust your recommendations or pay what your work is worth.
In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker dig into why being skilled isnât enough. Customers judge you on how you show up, how you communicate, and whether you project authority.
Youâll learn how to step into the role of a Professional Expert Authority so you earn higher tickets, close more sales, and build a reputation as the trusted advisor customers want in their homes.
This isnât just theory, itâs the practical difference between being seen as âjust another contractorâ versus the pro customers confidently say yes to.
Whatâs Inside:
-Why simply being skilled isnât enough to win trust
-The real definition of a âProfessionalâ in the trades
-What makes someone an expert (beyond years on the job)
-How authority drives customer decisions and higher sales
-The two traps techs fall into:
-How to combine professionalism, expertise, and authority to become the go-to trusted advisor
-Steps you can take today to elevate your authority on every call
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If customers donât understand you, it's harder for them to trust you, and even harder for them to buy from you.
In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker reveal why overexplaining systems, parts, and technical jargon leads to confusion, stalled decisions, and lost trust.
Youâll learn how to take complex home service concepts, whether HVAC, plumbing, or electrical, and explain them in a way that actually makes sense to your customer.
This isnât about dumbing things down, itâs about guiding decisions with clarity and confidence in the home.
What's Inside: * Why tech talk kills clarity * How to explain your process in simple, visual terms * What to say when the customer âchecks outâ * How emotional clarity leads to better buying decisions * A better way to educate without overwhelming
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When a customer chooses the cheapest option, is it really because of price or because of how it was presented?
In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker reveal why customers default to low-price decisionsâand how techs unknowingly reinforce that bias.
Packed with real-world roleplay and proven frameworks, this episode teaches you how to present pricing with confidence, educate customers without confusion, and protect the value of your premium work.
Youâll learn how to: -Present prices top-down to anchor value -Avoid confusing customers with too many options at once -Leverage the psychology of loss aversion and consensus -Build trust while still selling premium -Reframe pricing conversations to highlight long-term value
Mentioned in This Episode: â Only 18% of customers actually buy the cheapest option â Why techs often âlead the witnessâ toward low-cost picks â The importance of slowing down when presenting pricing â Robert Cialdiniâs Influence â Real roleplay examples that build confidence in price delivery
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In the trades, busy season feels like chaosâcalls stack up, the pressure ramps, and the temptation to rush is real. But hereâs the truth: cutting corners doesnât save timeâit costs you.
In this episode of Windshield Time, Todd Liles and Chris Elmore share why slowing down and sticking to the process is the fastest way to consistency, trust, and long-term wins. If youâre feeling the heat in your business right now, this episode is your reset button.
Youâll learn how to: -Stick to full processesâeven when youâre slammed -Avoid costly callbacks caused by rushed work -Present all options during peak season to boost value -Build trust between schedulers and techs with better communication -Use scarcity and urgency to increase perceived value
Mentioned in This Episode: â Callbacks and the cost of cutting corners â Full option presentationsâeven during demand surges â Schedule trust: defining emergencies and honoring boundaries â Why speed without clarity breaks your team â The mindset shift that prevents burnout and boosts results
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Ever presented your findings⌠and watched the customer go quiet? In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker unpack what really causes that reactionâand how to prevent it.
From the very first question you ask, youâre either setting context or setting a trap. If you want the customer to trust you when it matters most, youâve got to build contrast early and deliver findings with clarity, confidence, and control.
Youâll learn how to:
-Ask better questions that build trust and uncover expectations -Use age, maintenance, and filtration to create context -Structure findings as a storyânot a list of problems -Separate the âmeaningâ conversation from the âmoneyâ conversation -Keep control of the call while giving customers space to process -Turn presentation anxiety into confidence and clarity
Mentioned in this episode:
- The âbomb blastâ effect: why customers shut down
- The 7-step findings presentation framework
- How to avoid the âI also foundâŚâ death spiral
- The importance of linking symptoms to causes
- When to give customers spaceâand when to stay close
- Why you shouldnât present findings with pricing attached
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âWhy do we have to charge so much?â If youâve ever asked that questionâor had a customer ask itâthis episode is for you.
In this candid breakdown, Chris Elmore and James âJ-Dubâ Walker unpack what it really costs to run a service call, why pricing isnât based on greed, and how to explain value when customers donât understand what theyâre paying for.
This is the financial literacy episode every tech and salesperson should hear.
Youâll learn how to:
-Break down fixed costs vs. variable costs in simple terms -Explain why two water heaters are not the same job -Understand what it actually costs to acquire a customer -Protect profit without cutting corners or rushing the job -Use long-term value (like memberships) to stay profitable -Talk to customersâand ownersâabout price with confidence
Mentioned in this episode:
- The 100 Pennies exercise for understanding margins
- True cost breakdowns: marketing, overhead, labor, materials
- Membership math: how repeat visits lower cost per call
- Why price is based on need, not greed
- The problem with "just knocking $500 off"
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Just because you've been there before doesn't mean the process changes.
In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker break down the common trap techs fall into with returning customersâskipping steps, rushing intros, and assuming too much.
You'll learn how to:
Because familiarity doesnât excuse lazinessâit demands excellence.
-Adapt your intro without losing professionalism or control -Balance familiarity with structure for a better customer experience -Avoid lazy shortcuts that damage repeat trust -Stay consistentâeven when the customer knows your name -Ask instead of assume, and elevate repeat visits with small details
Mentioned in this episode:
- PRESS PLAY adaptations for return visits
- The âERRâ framework: Empathize, Reassure, Redirect
- The danger of familiarity: where techs often cut corners
- Customer loyalty stories (and where they break down)
- Why consistency > one-time excellence
- Real-world examples from the fieldâand a cocktail named Lady Hancock
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Not every objection is about price. Sometimes, customers are already frustrated the moment you pull up.
In this episode of Windshield Time, Chris Elmore and James âJ-Dubâ Walker unpack the invisible minefields techs faceâfrustrated customers, callbacks, pre-diagnosed opinions, and homeowners who try to control the process.
Youâll learn how to:
-Navigate awkward customer situations without taking the blame -Use the âERRâ method: Empathize, Reassure, Redirect -Avoid apologizing for things you donât own -Guide customers back into your processâwithout a fight -Stay calm, confident, and in controlâeven on callbacks or late arrivals
Mentioned in this episode:
- The ERR framework: Empathize, Reassure, Redirect
- âTime, Crime, or Grimeâ â why customers donât want you inside
- The danger of owning problems that arenât yours
- How redirecting avoids conflict (and earns trust)
- Personality profiles and their role in tension
- Why every conversation is low-level negotiation
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The best sales pros donât just follow a scriptâthey read the person in front of them.
In this episode of Windshield Time, Chris Elmore and James Walker break down how understanding personality types (like DISC) helps techs adapt faster, build trust, and close more calls without sounding robotic.
Youâll hear exactly how to spot a Driver at the door, how a Stable personality might hide their objections, and how to adjust your tone and questions to connect faster with each type.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
What Youâll Learn:
- Identify customer personalities using tone, pace, and body language
- Match your communication style to D, I, S, and C types
- Handle objections based on the customer's natural behavior
- Ask better questions that reveal who youâre dealing with
- Adjust your energy to connect faster and close with confidence
Mentioned in This Episode:
â DISC Behavioral Profile: Driver, Influencer, Stable, Compliant
â How each personality type responds under pressure
â Roleplay examples of matching tone and tempo
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Ever been told, âIâm getting a few other bidsâ or âI want a second opinionââand didnât know what to say next?
In this episode of Windshield Time, Chris Elmore and James Walker break down how to confidently handle process-driven objections like multiple bids or second opinions. Youâll learn how to avoid getting defensive, build credibility early, and ask the right questions to keep control of the conversation and close the sale without pressure.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
What Youâll Learn:
- Why multiple bids and second opinions are usually about trust, not price
- How to build credibility early and minimize objections before they come up
- What to say without sounding pushy or defensive
- Why rolling over and emailing the bid almost always kills the sale
- How to LEAP through the objection: Listen, Empathize, Ask Questions, Problem Solve
Mentioned in This Episode:
â LEAP Objection Handling Framework
â The 3-Part Trust Filter: Value, Company, Installation
â How to isolate what the customer really wants from a second opinion
â Why credibility starts the moment you pull up in your truck
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Money objections are tough, especially when you hear âI canât afford it.â In this episode of Windshield Time, Chris Elmore and James Walker dive into one of the most emotional objections techs face in the field.
Youâll learn why affordability objections feel so awkward, how to overcome your own money biases, and how to turn a vulnerable moment into a confident path forward.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/
What Youâll Learn:
- The fundamental difference between âtoo expensiveâ and âcanât afford itâ
- Why affordability is more emotional than other objections
- How to drop your own money biases before every call
- What to say before you offer financing
- The LEAP framework for guiding tough conversations
Mentioned in This Episode:
â LEAP Framework: Listen, Empathize, Ask Questions, Problem Solve
â Smart ways to present financing without offending
â Real stories from the field (including one with a hidden Ferrari)
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Ever heard âI need to think about itâ and watched your sale walk out the door?
In this episode of Windshield Time, Chris Elmore and James Walker unpack one of the most commonâand misunderstoodâobjections in the field. Learn what that phrase really means, why itâs usually a smokescreen, and how to respond without being pushy, salesy, or awkward.
Youâll walk away with tools to turn vague brush-offs into confident conversations that move the sale forward.
đĽ Download the FREE Objection Handling Playbook â loaded with scripts and strategies to help techs close more: https://www.servextra.com/objection-handling-playbook-download/
What Youâll Learn:
- How to decode âI need to think about itâ
- The LEAP Framework for handling objections
- A 5â10 Minute Soft Close strategy
- Clarifying questions that uncover real concerns
- How to stay confident, calm, and in control
Mentioned in This Episode:
â LEAP Framework: Listen, Empathize, Ask Questions, Problem Solve â Clarifying Question Sequence â Windshield Time Sales Training for Techs
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In todayâs episode of Windshield Time, hosts Chris Elmore and guest Jack Arnold dive into the game-changing mindset shifts that helped turn a drowning electrical business into a $4.75 million success story.
Jack was $250,000 in debt, working until 1 a.m., and ready to shut the doorsâuntil one conversation flipped the switch.
đ§ Tune in to learn:
- The moment Jack knew he had to bet on himself
- Why offering flat-rate pricing and options changed everything
- The diagnostic tool that boosted revenue and technician confidence
- How clear systems turned good techs into top performers
- What most contractors overlook when trying to grow
If you're stuck, scaling, or searching for a better wayâthis episode gives you the roadmap.
FOLLOW + SHARE If this episode lit a fire under you, share it with another contractor who needs to hear it.
And donât forget to leave a review and follow Windshield Time so you never miss an episode.
Go out and Turn Learning into Earning!
In todayâs episode of Windshield Time, hosts Chris Elmore and Harold âJ-Dubâ James Walker Jr. tackle one of the most challenging and frustrating objections in the home service world â âI need to talk to my spouse.â
They break down why this objection is so powerful, what it really means, and why many techs handle it the wrong way. Chris and James share practical scripts and techniques you can use today to follow your customer onto their sacred ground without getting shut down.
If youâre looking for a nugget of wisdom to up your service game, this episode has it. Listen now and learn how to turn a roadblock into a trust-building conversation.
Want to go even deeper? Download our free Ultimate Objection-Handling Playbook, packed with proven strategies and scripts for handling the five most common objections in the field.
đ Grab the Playbook here
The coaches at Service Excellence have worked with over 1,000 service companies, learning to avoid costly mistakes and maximize sales performance. If youâd like to dive deeper into this topic or others, contact Chris or James directly!
đ Chris Elmore: 254-733-7109 | âď¸ elmore@servextra.com đ James Walker: 254-230-5266 | âď¸ james@servextra.com
Go out and Turn Learning into Earning!
In todayâs episode of Windshield Time, hosts Chris Elmore and Harold âJ-Dubâ James Walker Jr. dive deep into one of the biggest challenges in salesâhandling money objections like a pro. Whether a customer says, âThatâs too expensive,â âI need to think about it,â or âI just canât afford it right now,â how you respond can make or break the sale.
Chris and J-Dub explain the difference between objections and denials, why price pushback isnât always about money, and how to navigate these conversations confidently without sounding like pushy salespersons. They reveal key strategies for separating the real issue from the smokescreen, building trust, and presenting solutions that customers say yes to.
If youâre looking for proven techniques to increase your closing rate and master sales conversations, this episode is packed with actionable takeaways. Donât leave money on the tableâlisten now!
The coaches at Service Excellence have worked with over 1,000 service companies, learning to avoid costly mistakes and maximize sales performance. If youâd like to dive deeper into this topic or others, reach out to Chris or James directly!
đ Chris Elmore: 254-733-7109 | âď¸ elmore@servextra.com đ James Walker: 254-230-5266 | âď¸ james@servextra.com
Go out and Turn Learning into Earning!
đ§ Download the Podcast!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explain the concept of 1% improvments, and why making them day in and day out compounds over time. They also pull from the James Clear's book "Atomic Habits" to explore how you can implement this idea today! 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. pose the question, "What is the number one thing to do in the home?" Chris and James give great answers that range from establishing confidence to demonstrating professionalism. 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore why closing is the natural conclusion to a well executed sales process by making the interaction less transactional and more relational. 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. dive into the LEAP method of handling objections, taking a hard look at the "asking questions" phase. They explore how asking great questions can build trust and credibility and often solve client anxities and issues. 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore the three ways customers spend with your company; money, time, and emotion. They discuss how these elements intertwine and affect the customer experience, emphasizing the importance of emotional connections in the transaction process. 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 and you can have it. Listen now!
Chapters:
00:00 Introduction to Windshield Time Podcast
03:02 The Importance of Customer Experience
05:55 Whatâs Going Into Your Brain?
08:56 Understanding Customer Spending
12:00 The Role of Money in Customer Transactions
14:57 The Emotional Aspect of Customer Spending
19:00 Decision-Making: The Role of Information
20:28 Assessing Value: Time, Money, and Emotion
24:23 Commodities and Consumer Choices
27:17 Emotional Factors in Service Interactions
30:11 The Trade-off Between Time and Money
35:41 The Importance of Perceived Value
38:51 Navigating Emotional Seasons: The Holiday Effect
Takeaways:
1) Customers spend money, time, and emotion with you. 2) People buy on emotion and justify with logic. 3) Consumers often choose based on perceived value rather than actual quality.
4) Commodities are often judged solely on price due to lack of differentiation. 5) The holiday season can amplify emotional spending and objections.
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore strategies to handle the objections you're sure to face in the upcoming holiday season, and how Ralphine from "A Christmas Story" can help you overcome these obstacles. 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 and you can have it. Listen now!
Chapters:
00:00 Introduction
11:39 Understanding the Holiday Objection
14:03 Ralphie's Sales Approach in A Christmas Story
19:32 Influencers and Decision Makers in Sales
21:52 Understanding Influencers in Decison Making
29:09 Ralphie's Strengths: Knowledge and Passion
37:46 Classic Mistakes in Sales: Ignoring Key Influencers
44:55 Lesson Learned from Ralphie's Journey
Key Takeaways:
1) Avoiding weaknesses hinders progress and improvement
2) Knowing the personality types of decision makers aids in sales
3) Handle objections directly rather than resorting to tricks
4) Set clear timelines for follow ups and decisions
5) Using tools like ChatGPT can enhance knowledge and confidence
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. discuss raising the customer's awareness by utilizing the prescription pyramid to build a compelling case of services for the client. 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 and you can have it. Listen now!
Chapters:
00:00 Introduction
02:59 Personal Updates
06:00 Insights from Recent Industry Visits
08:56 Quotes and Their Impact
11:58 Raising Awareness and the Prescription Pyramid
14:45 The Stability of the Pyramid Structure
17:44 Understanding the Prescription Pyramid
19:46 The Importance of Awareness in Customer Engagement
23:59 General vs. Specific Awareness
28:17 The Role of Checklists in Raising Awareness
32:10 Buliding Trust Through Evidence and Awareness
Key Takeaways:
1) Understanding customer language and building trust is key to building trust
2) Checklists are essential for thorough diagnostics and raising awareness
3) The difference between expectation and reality defines customer value
4) Technicians must be aware of common issues in their service areas
5) Effective communication involves both head and heart
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. differentiate between manipulation and influence in sales, emphasizing the need for authentic conversations and building context to create positive influence. They pose the question, "Is creating urgency ethical?" 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 and you can have it. Listen now!
Chapters:
00:00 Introduction to Windshield Time Podcast
02:57 The Importance of Authentic Conversations
06:01 Life Stages and Family Dynamics
08:48 Understanding Customer Mindsets
12:01 The Role of Maintenance Calls
14:58 Creating Urgency in Service Calls
21:00 Defining Urgency and Its Importance
23:57 Manipulation vs. Influence in Sales
30:02 Building Context for Influence
36:02 Awareness vs. Action in Customer Engagement
42:04 Creating Urgency Through Positive Influence
Key Takeaways:
1) Authenticity in conversations fosters trust with customers.
2) Understanding customer mindsets is crucial for effective service.
3) Creating urgency should be about awareness, not manipulation.
4) Influence is about mutual benefit, while manipulation is one-sided.
5) Building context is essential for effective communication.
6) Awareness comes from asking the right questions.
7) Urgency can prevent negative future outcomes.
8) Service calls should focus on educating the customer.
9) The relationship between technician and customer is vital.
10) Creating a positive influence leads to better customer engagement.
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. discuss the slow season that trades businesses experience in the winter and how you can best combat it! 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 and you can have it. Listen now!
Chapters:
00:00 - Introduction and Greetings 12:19 - Navigating the Slow Season 17:16 - Understanding Customer Attitudes 19:13 - Managing Company Fears and Anxieties 21:56 - Avoiding Hibernation and The Technician's Attitude 22:49 - Introduction and Bear Analogy 25:13 - The Slow Season and Springtime Wake-Up 26:11 - Avoiding Hibernation Mode 27:37 - The Contagious Nature of Attitude 28:58 - Following Your Process and Maintaining a Positive Mindset 31:32 - The Impact of Effort and Attitude on Company Culture 38:22 - Adapting to the Slow Season 43:23 - Conclusion and Contact Information
Key Takeaways:
1) The slow season in the home service industry brings a change in attitudes for customers, companies, and technicians. 2) Customers may believe that it's not urgent to get work done during the slow season and may have other expenses to prioritize. This is an additional objection you'll have to solve for. 3) Companies may experience fear and anxiety about generating revenue and keeping their employees busy during the slow season. 4) Technicians should avoid hibernation-like behavior during the slow season and stay proactive in finding work and improving their skills. You must maintain a strong work ethic and positive attitude during the slow season. 5) Continue to follow your processes and don't change your mindset. 6) Attitude is contagious and affects customer interactions company culture. Be mindful of this!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
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 may just have it here today. Take one small step and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Turn Learning into Earning!
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 service game, we may just have it here today. Take one small step and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
Matthew Barbosa: 214-878- 9672 or matthew@servextra.com
Go out and Ignite the Power Within!
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! So 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
Matthew Barbosa: 214-878- 9672 or matthew@servextra.com
Go out and Ignite the Power Within!
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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 outputs of your busienss? 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 guide for your language. A script is not a track you must stay on, it's a path with boundaries you stay within! 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 anecdotes related to chronic conditions and the importance of regular maintenance visits. The conversation highlights the need for technicians to approach maintenance visits with a proactive mindset and provide value to customers! 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 as they move through the house or to the affected area. Building rapport and establishing a connection with customers is crucial for long-term relationships and trust. You don't want to interrogate your client! 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 and you can have it. Listen now!
Sign up for an upcoming class here!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
Download the Podcast!
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 the importance of being curious and adapting to the customer's profile during the evaluation stage, and more! 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 and you can have it. Listen now!
The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 do. Taking the time to explain to the client the extent of your finding and all the little details of the solutions is the act of painting a picture everyone can understand. Check out this episode today and up your service game tomorrow!
Want to talk more on this subject with Chris or James? Feel free to use their contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 today and up your service game tomorrow!
Want to talk more on this subject with Chris or James? Feel free to use their contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 contacts below!
Chris Elmore: 254-733-7109 or elmore@servextra.com
James Walker: 254-230-5266 or james@servextra.com
Go out and Ignite the Power Within!
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 Within!
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!
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 Inside Salesperson!
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!
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!
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 support and understanding than a transaction. Tune in for valuable insights on transforming conversations into meaningful connections.
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.
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.
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 communicate your value in the field!
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 understanding the genuine needs of the customer!
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 customer expereince!
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.
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!
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.
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!
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.
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.
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.
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.
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.
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.
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.
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.
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 replacement lead.
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 the client's needs. Establishing trust allows you to gain valuable insights on the problems in their home, so you can discover their pain points and recommend an effective solution.
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.
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.
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.
This week, your hosts Chris and Chris, with returning guest speaker Matthew Barbosa, talk about awareness and stimulation in the Prescription Pyramid.
This week, your hosts Chris and Chris, with returning guest speaker Matthew Barbosa, talk about awareness and stimulation in the Prescription Pyramid.
This week your hosts Chris and Chris, with returning guest speaker Matthew Barbosa, talk about when things get awkward on the job.
This week your hosts Chris and Chris, with guest speaker Matthew, talk about how exactly One Things Leads To Another.
In this episode of Windshield Time, host Chris and Chris talk about how "With Great Power Comes Great Responsibility".
This week on Windshield Time, your hosts Chris and Chris talk about What's Between Your Ears
This week on the podcast, your hosts Chris and Chris Revisit the ever-present Multiple Bids  Objection.
This week on the podcast, your hosts Chris and Chris continue their series DiSC profile. This week: DISC Profiles & Objections
This week on Windshield Time your hosts Chris and Chris discuss presenting to DISC Profiles.
This week on Windshield time, your hosts Chris and Chris continue their deep dive into DISC Profiles. On this podcast they discuss the High C Profile.
This week on the Podcast, Chris & Chris continue their journey through the DiSC profile. This time, a deep dive into High S types!Â
In this episode, hosts Chris and Chris are joined by new coach: Mike to continue their talk on the DiSC profiles and talk about the High I Profile.
In this episode of Windshield Time, hosts Chris and Chris go into greater detail about DiSC profiles as mentioned in their previous episode, today talking about the High D Profile.
In this episode of Windshield Time, hosts Chris and Chris go over an introduction into DISC profiles and how they can benefit your business.
This week on the podcast, your hosts: Chris & Chris, talk about the importance of practice.Â
The boys are back and ready to talk about the role Technicians (and Doctors) have in our lives and how they aren't that different after all.
This week on the podcast, Chris & Chris answer a listener question: How to upsell to existing customers.Â
This week on Windshield Time, Chris & Chris discuss the things about techs and salespeople that customers don't like. Spoiler alert: it's not technical! Tune in to learn more!Â
This week on the podcast, Chris and Chris discuss the best and worst customers to have and how to handle the more difficult ones. Stay tuned!Â
This week, Chris Elmore and guest Matthew Barbosa talk about presenting to the customer like an expert. Stay tuned!Â
In this episode of Windshield Time, Chris and Chris introduce a new team member. And, no, his name is not Chris. We're excited to welcome Matthew Barbosa as the newest member of the Service Excellence team.Â
In this episode of Windshield Time, Chris & Chris talk about your personal script! Tune-in!
On this episode of the podcast, Chris & Chris talk about recognizing and adapting to the customer's profile.Â
This week on the podcast, Chris and Chris talk about the 5 myth traps. Plus, they have a surprise special guest. Check it out.Â
This week on the podcast, Chris & Chris discussing setting and resetting customer expectations so you can get those higher ticket sales and your customer becomes a customer for life. Listen now!
On this special "On the Road" episode of Windshield Time, Chirs & Chris talk about creating a remarkable experience for you and your clients.Â
In this week's episode of the podcast, Chris and Chris discuss building relationships.Â
In this episode of Windshield Time, Chris and Chris bring on special guest, Mark Bruckbauer, who is the newest coach at Service Excellence. Stay tuned to get to know Mark!Â
This week on the podcast, Chris Elmore and Chris Loudermilk talk about how you should be asking the customer to buy, but not before youâve earned the right to ask. You have to earn the right by doing all of the things upfront that help build value, discover needs and wants, and make it easier for you to ask. You then have to be direct and ask for what you want. You must also be willing to stand up and fight for your recommendation. Asking the customer to buy is more than just asking them a question.
This week on the podcast Chris Elmore and Chris Loudermilk talk about selling the seemingly unrelated items on a call. A customer calls for one of three reasons: a problem, maintenance, or a quote. On each of these types of calls you will find items that the customer may not have expected were related to the reason for their call. Chris and Chris talk about how to reset the customerâs expectations in the beginning, how to deliver on those expectations, and how to tie everything together.
This week on the podcast Chris Elmore and Chris Loudermilk talk about preparing for the end at the beginning. Every service call is unique; however, you should always start every call the same way. At service excellence, we teach the PRESS PLAY process which includes Prepare, Relationship building, Evaluate with questions, and Settle Anxieties. These principles help you set up the end at the beginning by helping you have a great conversation with the customer that answers unspoken questions, uncovers hidden needs, and sets the expectation of how things will go. Doing these things helps you set up the end at the beginning making the ending easier.  Â
We are finally back! This week on the podcast Chris Elmore and Chris Loudermilk talk about what it means to be courageous as a technician or salesperson. The best techs and sales people out there are courageous enough to try things even if they fail or even if there is a possibility of failure. Normally technicians will avoid situations where they might fail. But those courageous enough to fail can become superstars. We discuss how you can be courageous and be the best you can be.
This week on the podcast, Chris Elmore and Chris Loudermilk continue the series on objections with âIâm getting multiple bidsâ or âI need a second opinion.â This objection can sometimes be the most awkward objection to deal with. But just like every other objection, we should seek to eliminate or minimize the power of this objection by having a great process and following that process before we ask the customer to buy. As always, if we do get an objection the best way to handle it is with LEAP. Chris and Chris talk about how to minimize or eliminate the multiple bids or second opinion objection through your process and how to use LEAP if it does come up. Loudermilk also flexes the pipes and gives you another taste of his unique singing style! Â
This week on the podcast, Chris and Chris continue discussing how to handle objections with âThatâs too expensiveâ and âI canât afford itâ. These objections can get confusing because they can mean the same thing. They can also mean different things. So how do you know? On this episode we do what we have done with the previous objections. We break it down to truly learn what the customer may mean when they say the objection. Itâs important to listen to what theyâre saying but also to hear what theyâre telling you. Get read to LEAP through the money objections.
This week on Windshield Time, Chris and Chris discuss how you should handle the âI want to think about itâ objection. This objection can be the vaguest of all the objections you will get from a customer. The key for this objection, just like all the others, is to LEAP. Listen, empathize, ask questions, and problem solve. The first thing is to understand why a customer would say âI need to think about itâ. Once you have understood why they might say it, you must then empathize and ask a question to determine if it is a smokescreen or condition. Chris and Chris talk about this and demonstrate how you can do it. But it only works if you are bold enough to LEAP!Â
This week on the podcast, Chris and Chris talk about handling one of the most awkward objections: âI need to talk to my spouse.âÂ
This week on the last podcast of the year, Chris Elmore and Chris Loudermilk talk about the customerâs expectations. Your customer has an expectation of how the call will go before you even get there. these expectations are informed by past experiences, word of mouth, online research, and other peopleâs opinions. No matter how your customerâs expectations are informed, you must reset those expectations in order to serve them the best. Chris and Chris talk about how you can reset your customerâs expectations and become the best company that's ever been to their home. They also share some exciting news about the future of the podcast. Happy Holidays to everyone!
This week on the podcast, Chris Elmore (the host) and Chris Loudermilk (the assistant to the host) talk about the ways you can overcome your fear of implementing the techniques you learn for communicating with the customer. They discuss:
-
How to practice every day.
- Establishing rituals to help you stay on track.
- Holding yourself accountable to your results.
Fear of implementing is the number one thing holding back most technicians from hitting their personal and professional goals. Do these things to overcome that fear and gain confidence.
In this encore episode of the podcast, Chris Elmore and Chris Loudermilk continue their discussion on handling objections. Specifically, this week they discuss how to handle the âmultiple bidsâ objection.
In this encore presentation of the podcast, Chris Elmore and Chris Loudermilk talk about how to overcome your fears of selling. Most of us sell something in our daily lives. Even when we were babies, we had to sell someone on feeding us when we were hungry, holding us when we were fussy, and changing our diapers when we needed it. As weâve gotten older, itâs gotten harder to sell. We have to learn to sell in a different way. As techs or salespeople, you are selling all day long, every day. For some, it can be a very anxious and fear-filled experience.
Today on the podcast Chris and Chris talk about the presentation you should be making to your customers on every call. Most techs will report back to the customer with all of the issues they found. It usually involves the tech listing out the issues and then asking the customer what he or she thinks. But the customer doesn't know. They're not the expert. You are the expert and an expert makes a purposeful, customized presentation with the best recommendation.
All of you will face objections of one type or another when asking your customers to buy. On this episode of the podcast, Chris and Chris show you how to LEAP through Objections. Â
On this episode of the podcast, Chris and Chris talk about something that makes everything fail eventually: Age and lack of maintenance. It's a concept everyone understands â if you don't do maintenance, cleaning, adjusting, and testing on a regular basis, things breakdown and wear out. Whether its a car, an HVAC system, an electrical panel, or even your body, everything succumbs to getting older and the lack of maintenance. Your customer needs to be aware of how age and the lack of maintenance affect their systems.
This week on the podcast, Chris and the Assistant to the Host, Chris Loudermilk discuss the FU â Follow Up game. You must have a great FU game to be great at converting opportunities. We all know that some opportunities donât get done in one visit. Following up is crucial and you must have a great FU game plan.
In this episode of the Service Contractor Radio Show, we're sharing one of our episodes from the past. This podcast is all about finding your worth, becoming a better provider and coming into your own as an expert consultant.Â
Today on the podcast, Chris and Chris talk about making a great case for the customer to take your professional recommendation. Just like Tom Cruise in the movie A Few Good Men, you have to bring together seemingly insignificant and disconnected facts to make a great case and win over the jury. In the movie, Cruise's character is trying to get Jack Nicholson's character, Colonel Jessup, to admit that he gave an illegal order that caused the death of a marine. Cruise uses a phone bill, the Colonel's travel habits, and airport log books to make his case. He tied all of those things together using his presentation skills. He convinced the colonel to admit he gave the order. It was apparent to the jury and undeniable to the audience. You need to make a great case so it's apparent and undeniable to your customer to go with your recommendation.
In this episode, Chris & Chris discuss prescriptions. We use "Prescriptions" in the PRESS PLAY model. And not by coincidence. We use it because it accurately describes what you should do as a tech. Just like a doctor, you should prescribe a treatment that is your professional recommendation. This is your prescription.
This week on the podcast, Chris Elmore and his everlasting forever sidekick, Chris Loudermilk, introduce you to the newest Service Excellence Training team member, Kenny Smith. Kenny brings a wealth of experience from another service trade, the landscaping business. Kenny spent many years owning and operating a landscape management and installation business with his wife, Paula. From that experience, Kenny brings his sales skills, both in-home and business to business, troubleshooting and service, team management and coaching, and business strategy and growth. Listen to the podcast to hear more about Kenny and how Chris Loudermilk will always be Chris Elmoreâs sidekick!
This week on the podcast, Chris & Chris discuss how to convert the one-time tune-up or inspection. Itâs an old strategy used to attract new customers with a low-cost one-time tune-up or inspection. Most techs don't like doing these especially when its busy. But these one-time tune-ups build business and provide great opportunities. Here are some tips to help you maximize these opportunities.Â
Today on the podcast, Chris Elmore and his sidekick, Chris Loudermilk, discuss what "professional" means in the trades. While it can mean something different to everyone you ask, the guys give their opinion on what "professional" means to them.Â
In this special edition of The Service Contractor Radio Show, Todd Liles interviews Mark Stepowoy, owner of 24 different Roto-Rooter franchises across the midwest region of the country. In this interview, Mark discusses his humble beginnings and his success as a business owner.Â
This week on the podcast Chris Elmore and Chris Loudermilk talk about âThat Tech.â You know who we mean. Hopefully, it isnât you. That tech is the one with the bad attitude about everything. Listen to this week's show for a passionate discussion about âThat Tech.â Donât be that tech.Â
This week on the podcast Chris Elmore and Chris Loudermilk discuss needs versus wants. You have to be good at recognizing the difference and identifying both with your customers. The guys talk about the differences between needs and wants, how you uncover both, and presenting both.Â
On this weekâs podcast, Chris Elmore and Chris Loudermilk discuss repair versus replace. This can be a controversial subject depending on where you are on the spectrum from âfixing it until you canâtâ and âreplacing it as soon as it can beâ. Chris & Chris will tell you where it makes sense to have that conversation, give you examples of how to make the transition, and how to make the case.
On the podcast today, Chris Elmore and Chris Loudermilk are discussing the whole home inspection. Specifically, they talk about how to make it make sense for the customer. Most customers expect you to âjust fix itâ and donât expect that you need to check the whole system. Listen for some things to use to help with the transition from the problem to the whole home inspection.Â
This week on the podcast, Chris Elmore and Chris Loudermilk discuss all things pricing. Many technicians have issues with pricing or presenting what they perceive as expensive repairs or replacement options. In this podcast, Chris and Chris talk about the reasons you probably might think this. Theyâll also give you some suggestions for overcoming these thoughts.
This week on the podcast, Chris & Chris continue their discussion on the Language of Sales. There were lots of requests for more on this topic. Listen to find out how they broke it down.
This week on the podcast, we take a trip into the mind of Chris Loudermilk. Chris Elmore (the host) gave Chris Loudermilk (the sidekick) the opportunity to choose three topics to discuss. Listen to find out what they discuss.Â
When you think of the language of sales, you most likely think of scripting or words that you use. While these are very important tools to help you learn, the language of sales is more about what isnât said than the words that are used. On this weekâs podcast, Chris Elmore & Chris Loudermilk discuss principles of the language of sales and service.
This week on the podcast, Chris Elmore and Chris Loudermilk continue their conversation about the response to the coronavirus. This week they focus on what has changed but also what has stayed the same.Â
In this Webinar, Todd Liles is joined by Tim Boulden of Boulden Brothers and Daniel Johnson of Dial One Plumbing. Both Tim and Daniel are leaders in our industry and they are providing eye-opening insight into how to protect your team and your business during a difficult time.
This week on the podcast, Chris Elmore and Chris Loudermilk discuss the most current event â the Coronavirus. They give their insights and what they recommend form a customer service perspective.
This week on the podcast Chris Elmore and Chris Loudermilk continue their discussion on handling objections. Specifically, this week they discuss how to handle the âmultiple bidsâ objection. For technicians, this can sound like âI need a second opinion.â Â
This week on the show, Chris and Chris resume their talk about the second P in PRESS PLAY, Prescriptions. Any time you ask a customer to buy from you there is the possibility of objections. Here is the process for understanding and handling objections.
This week, Chris Elmore and Brandy Loudermilk discuss Out-Bound Calling. This podcast has elements for managers, CSRs, and technicians.
This week on the show, Chris and Chris talk about the second P in PRESS PLAY, Prescriptions. Presenting your findings and offering the right solutions is critical. Here are the critical points about Prescriptions discussed on this weekâs podcast.Â
You must acknowledge that your customer is in aforced buy.Â
You are not forcing them to buy from you or your company, but they are forced to buy from someone. They canât do it themselves. This causes a lot of negative emotions â fear, anger, frustration, and anxiety. We have to be ready to deal with these emotions and present in a way to help minimize them. Â
In this week's podcast, Jack Arnold of Arnold Electric Services joins Chris Loudermilk to discuss his company and his experience with Service Excellence Training.Â
This week on the podcast, Chris Elmore talks to Vicki Suiter, founder of Suiter Business Systems and author of The Profit Bleed: How Managing Margin Can Save Your Contracting Business. Vicki has been helping businesses stop the bleeding for over 30 years. They discuss how you can create a culture that attracts and retains great people. In todayâs ever-shrinking labor pool for the trades its more important than ever to build a culture that attracts the stars and helps you retain them.
This week on the podcast, Terry Barrett Joins Chris Elmore to discuss Performance Pay. This remains a controversial topic for most everyone in the trades mainly due to the uncertain nature of it. Many companies implement performance pay for any number of reasons, but mostly because of an issue they are having. Terry and Chris go through some of those and give you the guidelines theyâve seen work the best when it comes to performance pay.
This week on the podcast Chris & Chris finish the PRESS Before You Play series with System Diagnostic or Design. During your system Diagnostic or Design, you have a chance to build great value with your customers by inviting them to participate, being thorough, and letting them see that you know what youâre doing.
Being Thorough and Exceeding Expectations
Now is your time to exceed the customerâs expectations. You told the customer you were going to go through your safety and diagnostic checklist, so now is the time to do it. Be sure to check and rate everything on the customers system and note it on your checklist. Remember that this is your voice after you leave. Itâs also the tool you will use to educate the customer on issues and stimulate those issues. Be more thorough than any other company. Let it show through your checklist.
**Invite the Customer to Stay**
If appropriate, invite the customer to stay with you during your diagnosis and inspection. Most customers assume you want to be left alone to do your work. While some technicians may think the customer may slow them down or be a distraction, this can actually be a great time to build trust and value. The customer will be able to see that you know what youâre doing. You can ask more questions of the customer and learn more about their value points. Be sure to take pictures and videos so there is a good visual record of your work and to use when doing your presentation later.
This week on the podcast, Chris & Chris continue the PRESS Before You Can PLAY series with the first S â Settle Anxieties.
Clients have unspoken questions about you, your company, what you will do, and the pricing. These unspoken questions create anxiety for the customer. An anxious customer is guarded and less trustful. You must be proactive and answer these unspoken questions to reduce the anxiety for the customer. Once you reduce the anxiety the customer is feeling about the situation, they will trust you more and see you as the expert who can help them.
To reduce anxiety, you must share your credibility, explain the procedure for the service call, and explain your pricing process. Do this by using your Credibility, Agenda, and Pricing Statement or CAP statement.
This week on the podcast, Todd Liles joins Chris Elmore to discuss New Yearâs Resolutions.
The word resolution is defined as âa firm decision to do or not to do something.â All of us have made those firm decisions to do something or not do something, especially at the beginning of a new year. But do we stick to those resolutions? Today, the guys discuss the reasons why we donât stick with them and the differences between resolutions and goals.
Most resolutions are made in response to emotions like fear or anger and can be very shortsighted. Other resolutions are made to do things before we âkick the bucket,â also known as the âbucket list.â But these resolutions rarely stick. The emotion that fueled the resolution fades or changes, and so does our âfirm decision to do something or not do something."
Bucket list items arenât really a firm decision to do something or not do something. Theyâre more opportunistic. Weâll do those if the opportunity just comes up.
The difference between an emotional or bucket list resolution and a goal is that a goal is fueled more by a desire for results. A goal is usually based on incremental achievements through actual work. Todd relates his goals in weightlifting to reach his desired level. He explains how he tracked his progress and ultimately fell short of his goal. But through tracking, he was able to see the improvement his hard work brought about. He kept going and did hit his goal a little later than he wanted. The work he put in and the tracking he did kept him on track.
Usually with a resolution, we fail to put in the work or track the improvement. This leads to the emotion fading or changing or keeping it on our ever-growing bucket list.
This year, set goals instead of resolutions. Plan the work and your expected results, then track your progress. Doing these things will help you actually get to your goal.
This week on the show, Chris & Chris continue the series PRESS Before You Can PLAY with the E â Evaluate with Questions. Asking the right questions up front is one of the best tools you have for finding the customerâs value points. Itâs also one of the most overlooked. You should take plenty of time to talk to the customer and ask great questions. These questions should help you discover the value points, establish priority, and help you build a great presentation Hereâs the questions you need to ask during the Evaluate with Questions step of PRESS PLAY:
The âWhatâs going on?â Question - This question makes the customer give you information that isnât prescribed or known. The customer must think about it and choose the relevant information. They will do this in the way they prefer to communicate. This will indicate their profile.
The âAgesâ Questions â These questions are about age and time. You should ask the customer the age of their home and the age of the system/device/ thing you are working on. This will help bring it into your conversation and allow you to refer back later. Also, the customer may not realize the age of their home. Ask how long theyâve been in the home and how long they plan to stay. This will give you an idea of priority, as most people wonât spend a lot of money on a home they wonât be in much longer.
The Maintenance Question â If the customer does not have a maintenance membership with your company, ask âWhat was the date of your last maintenance and safety inspection on your system?â This will cause the customer to try to remember a date if theyâve had anything done to the system/device. Along with the age of the home and system/device, this will cause them to realize that it may have been quite a while since theyâve had anything done. This will set the stage when you come back with items that need to be done.
The âAnything Elseâ Question â Ask this question to get the customer thinking about issues they have that they donât know you can fix. These could be noises, odors, flickering lights, hot or cold spots, slow drains, etc. An example for electrical might be, âHave you noticed anything else with your electrical system lick flickering lights, mystery switches, plugs that fall out of outlets?â. These kinds of questions will make the customer notice these things that theyâve always just lived with before now.
Asking great questions is a skill that needs to be practiced. Use the questions listed above and those we share on the podcast so you can ask great questions. The Evaluation step of PRESS PLAY is critical to building value with the customer. Make sure to spend the time to do it.
https://youtu.be/Y4aBKfQJ9cI
On this podcast, Chris & Chris continue the series, âYou have to PRESS before you can PLAYâ, by discussing the R â Relationship Building.
Building a relationship is key to the process. Even though it comes early in the process, Relationship Building is something you must continue to do throughout the service or sales call. Here are the two main things you must do to begin building a relationship with your customer on the call.
First, recognize the customerâs personality profile. We use the DISC profiles to recognize the key profile traits of the customer and ourselves. Understanding and using these known traits, should allow you to begin observing immediately upon arriving at the home clues as to the homeownerâs personality. How the customer comes to the door and responds to your introduction will begin to help you recognize their profile. Once you recognize the profile, you must adapt your communication to their personality type.
Second, you need a great introduction. There are six distinct points to the introduction:
- Give your name and confirm their name. No anonymous service.
- Confirm the reason you are there by stating why they called you out.
- Thank the customer for the opportunity.
- Make sure your truck is parked in a good place that isnât blocking anyone.
- Ask if you can enter the home. Donât assume.
- Ask if you can put on your floor savers. This calls attention to them.
A great introduction has two goals: to show respect to the customer and to allow them to give you affirmative answers. You should frame the steps above into questions like, âHi. Iâm Chris from ABC Plumbing. Are you Maggie Smith?â and âMaggie, I understand Iâm here because your master bathroom toilet is running all the time. Is that right?â. By doing so, you get the customer to give you affirmative responses. This makes them feel better about you. Also, by doing these steps, you show respect to the customer and their property.
Building a relationship begins early but continues throughout the entire service or sales call. Master the skills above to begin building a great relationship.
On this weekâs podcast, Chris & Chris continue to go through âPRESS before you PLAYâ. They discuss how to be prepared with M.A.G.I.E.
Mindset
You must start your day with a positive mindset or attitude. Always remember that if you think you will have a bad day, you probably will. If you think that it will be a good day, with good opportunities, it probably will be. Your customer can read your mindset. Make it positive.
Appearance
Even though youâre not supposed to âjudge a book by its coverââ, most people will judge you by your appearance. You should never leave for work without being clean, weâll-groomed, and properly dressed. Throughout the day, every customer should get the clean, well-groomed, and properly dressed you. Take care with your appearance. The customer will judge your technical ability and decide whether or not to trust you based on how you look.
Goals
There are three parties that have goals for this call - you, the customer, and the company. The customer wants their problem fixed properly for a reasonable price. The company wants the problem fixed properly for a reasonable price. You want the problem fixed properly for a reasonable price. Although these goals seem to be aligned, there is most likely a difference of opinion on how to achieve this common goal. The customer probably wants to spend money only on what it takes to fix it. You and the company, as the experts, want the customer to do everything that will make the system last longer, work better, be safer, and be more reliable. That should mean taking care of issues that arenât broken but might break, that might cause other things to break, or might make the system unsafe. Because the way to achieve the goal of âfixed properly for a reasonable priceâ might not be aligned, the potential for a real or perceived issue with integrity could arise.
Integrity
The PRESS PLAY Way demands that we must act with absolute integrity. This means we never lie or manipulate a customer to get them to buy something from us. This means we never offer something to a customer that they do not need. Anyone that does this does not belong on the team.
Explore
Another way we act with absolute integrity is by doing the whole job every time. We never cut corners and we always make sure we explore every part of the customer's HVAC system. Our customers count on us to be their HVAC experts.
The Holiday Season places additional stress on your customers, your team members, and on your business. This week Todd Liles, Brandon Cockrell, James Walker, and Brandy Loudermilk host a special episode of The Service Contractor Radio Show.
In this episode the team discusses the following holiday stressors that they see in their clients.Â
- Homeowner Stress
- Team Member Stress
- Holiday Mental Health
- Giving Back
We also have a special announcement for our ongoing clients! This year Service Excellence Training wants to sponsor a family in need.
We will be donating $500 worth of gifts as well as a $500 cash card to a family in need this season.
Here is what we need from you!Â
If you are one of our ongoing monthly clients, please look for an email next week to let you know how you can nominate a team member!
On this podcast, Chris and Chris discuss why you must âPRESSâ before you âPLAYâ. This means you have to earn the right to ask the customer to buy. Earning the right to ask for more means doing the things that show you are an expert that the customer can trust. To do this you have to settle their anxieties that come with having a stranger in their home. You must establish a relationship and do a thorough diagnosis. These are the main items in our PRESS PLAY process. Below are the steps for how you PRESS:
Prepare - M.A.G.I.E. In this step, you will learn to be prepared for the call with the right mindset, a professional appearance, knowing the goals of the call, acting with integrity, and exploring every opportunity.
Relationship Building - In this step you will learn to find common ground with FORM and DISC. You will learn to identify the customerâs personality profile, which indicates how you should communicate with them. This will help you build a relationship with the customer.
Evaluate with Questions - Asking smart questions will help build value and trust. In this step, you will learn the right questions to ask and when to ask them.
Settle Anxieties - In this step, you will learn to answer the customerâs unspoken questions about you, your company, your process, and your pricing.
System Diagnostic - You will learn to discover the customerâs needs through the color-coded Inspection Checklist.
Over the next several weeks, weâll unpack more on each step and give tips for how you can implement this process in your daily routine.
On this podcast, Chris Elmore and Chris Loudermilk talk about how to overcome your fears of selling. Most of us sell something in our daily lives. Even when we were babies, we had to sell someone on feeding us when we were hungry, holding us when we were fussy, and changing our diapers when we needed it. As weâve gotten older, itâs gotten harder to sell. We have to learn to sell differently. As techs or salespeople, you are selling all day long, every day. For some, it can be a very anxious and fear-filled experience.
Here are the 5 most common fears we hear:
âIâm afraid I will overwhelm the customer.â This happens because we donât set the expectations for the customer. We have to make sure they understand that we will be checking the entire system. You owe it to the customer to set the expectations and then do exactly that â check the whole system. This will show the customer that you are thorough and really have their best interest at heart.
âIâm afraid Iâll be too salesy.â This comes from your fear of looking like the stereotypical negative, slick salesperson that manipulates the customer. But you already are a âsalesmanâ. You just think itâs bad to be one. This comes from all the actual negative, slick, manipulative salespeople that have ruined the reputation. It also comes from your lack of practice and mastery of your process. You overcome this fear by mastering your sales or service process through practicing until you canât get it wrong.
âIâm afraid Iâll offend the customer if I ask them to buy.â Some techs and salespeople believe their job is to just lay out the issues or solutions and let the customer choose. But the customer isnât qualified to choose. They donât have your knowledge and experience. They have the right to choose. Itâs your job to make a great recommendation that helps it last longer, be safer, work better, and last longer. You owe it to the customer to make a recommendation and ask them to buy it.
âIâm afraid Iâll miss a step.â and âIâm afraid Iâll get it wrong.â Youâre really just worried about being embarrassed. If you think this, youâre probably right. This is another fear that can be overcome by practicing and mastering your sales and service process. Once you master it, you will have internalized it. When this happens, itâs almost impossible for you to miss something or get it wrong.
Youâll notice that in all of the fears above, mastering and using your sales and service process will help you overcome these fears. This is exactly what the PRESS PLAY process is designed to do for you AND your customers. No matter which process you use, you have to practice it, master it, and use it to overcome your fears of selling.
In this episode of the Service Contractor Radio Show, Chris Elmore and Brandon Cockrell discuss the importance of offering your repairs or replacement solutions in a cumulative options format. For years, in the plumbing, electrical, and HVAC trades weâve been offering options in one form or other. Chris and Brandon give their insights after seeing most forms of options used in the field by many companies in many different markets. Hereâs what they know about presenting with options:
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Customers want options â Customers have told us this, many times, by the questions they ask. Questions such as, âWhat would you do?â, âWhat do I have to do?â, and âWhat can I do to keep it from happening?â
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Itâs normal to buy with options. Many businesses in many industries present with options. A car dealer may offer the typical good-better-best options even for a car.
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Options make it easier for the customer to make a better decision. By grouping your solutions in options packages, the customer knows better what to do.
Your goal should always be to help the customer make the best decision. This isnât your decision to make for them so you must present your solutions in a way they want, in a way they are used to, and in a way that helps them make the best decision. Presenting with cumulative options is the best way to do these things.
On this weekâs podcast, Chris Elmore and James Walker talk about why you should be using a diagnostic checklist in your business. The diagnostic checklist should be used as a part of any visit you have with a customer. Whether itâs a maintenance visit, the diagnostic visit, or a visit to install a component, you should complete a diagnostic checklist. This checklist should be color-coded with red, yellow, and green. This will engage the customer in the process and help you raise ticket averages. But this week, the guys focus on three main benefits for the customer when using a color-coded diagnostic check list.
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A checklist is easier for the customer to understand. By using a printed checklist, especially one with the colors red, yellow, and green, you help the customer understand what you will be doing while in their home. It bridges the technical gap, so the customer can understand the status of their system. When the customer understands better, they are more engaged.
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A checklist shows the whole picture to the customer. By having the checklist on one page, the customer can get a quick view of the whole picture. They can gauge the amount of each color. This gives them a feel for how good or bad things are without a long technical explanation. It will also show them not only the items that are broken, but those that also might need to be taken care of before they become a problem. This is the whole picture.
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A checklist helps the customer decide to do more. When the customer understands more and understands the whole picture, they make a better decision for their system and home. They learn more so they know more. When they know more and understand how it all fits together, they do more.
No matter the reason for your visit, you should always use a diagnostic checklist to help the customer more easily understand what youâre doing, show the customer the whole picture, and make it easier for them to do more.
On this weekâs podcast, Chris and Chris discuss the Power of Questions. Questions can be one of the best tools for you in the home. Questions allow you to uncover more information than just what youâre asking.
Here are four things the Power of Questions can do for you:
Identify the Personality Profile: Asking the âWhatâs going on?â question will make the customer tell you a story and relate information to you about the problem. Depending on how they answer, the words they use, and the pace of their conversation, you can identify their profile. Identifying their profile is a critical step in communicating effectively with the client.
Make it Easier to Ask for the Order: By asking smart questions and getting the customer to provide answers, you make it easier for the customer to buy from you. For example, if you ask the customer the age of their home, which they already know and you can probably guess, this will establish the age as a common frame of reference. Since everything is affected by age, this could mean that many things on the plumbing or electrical systems are old and in need of repair, maintenance, or replacement. Itâs hard to argue that things that are older need attention. If you donât ask the question to establish the age, the customer may not relate it to what youâre offering.
Raise Awareness: The question AND the way you ask it can raise awareness. For example, asking a customer, âHave you ever had maintenance on your system?â raises awareness that the system needs maintenance. However, if I ask it a little differently, I raise awareness about more. For example, if I ask, âWhat was the date of your last annual maintenance and safety inspection?â I raise awareness of maintenance, but also that it needs to be done annually and there is a safety component as well.
Create Contrast: Good questions can also create an opportunity for contrast. Contrast, in this context, is the difference between what is and what could be. For example, asking, âOn a scale of 1-10, with 10 being awesome and 1 being terrible, how would you rate your water quality?â If the customer answers â3â you can create contrast by explaining that an inline filter could bring that up to an 8 or better. This contrast shows the customer that you can make things better.
Be sure to include good questions that identify the customerâs profile, make it easier to ask for the order, raise awareness and create contrast. Youâll be pleasantly surprised by how much smarter you look to the customer and how much more informed they will be. This translates into more sales for you and a better system for the customer.
Check out these upcoming classes: Tech Series
Sales Series
CSR Series
Manager Series
Owner Series
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On this weekâs podcast, Chris and Chris talk about how to maximize maintenance inspections. With the weather cooling down, HVAC companies are beginning their heating maintenance inspection cycle. Plumbing and electrical companies are usually doing these at all times of the year. No matter which trade you are in, the methods for maximizing the results on inspections are the same.
- Change your mindset. Itâs tempting to look at maintenance inspections as boring and tedious. If you think that they do become boring and tedious, then they will be. Consider each inspection as an opportunity. The customer has paid your company to take themselves off the market. They want you there to help them prevent future issues. Do a thorough job and see every call as an opportunity to serve the customer. Donât just try to get the call âknocked outâ.
- Slow down. Another thing that happens is that we schedule too many inspections in a day. We think we can âknock them outâ but we miss the opportunities. We go so fast because we have more calls to do. If youâre an owner or manager, do yourself a favor. Donât schedule more than 3 inspections per day. Youâll get more because your techs will work slower and pay more attention to the details.
- Involve the customer and ask questions. Just as with the âknock it outâ mentality, we have to slow down and get the customer involved. Many customers think that thereâs no need for them to be involved because itâs just an inspection. Change their mindset by talking with them and asking them questions just as you would on a diagnostic call. This will give you more insight into possible issues.
- Set expectations upfront. While talking with the customer, set the expectations of what you will be doing. Show them your inspection checklist and tell them what to expect. Tell them what you will be checking. If you do this, when you share the results of your inspection, the customer wonât be as surprised that you found things that need to be done. If they arenât surprised, they will more willingly have you do the work.
- Offer good options. Maintenance calls can sometimes be treated differently because the customer has the perception that theyâve already paid for it. If you adopt this mindset, you are less likely to present options. Make sure to present multiple options just as you would on a service call.
Itâs tempting to treat maintenance inspections as something less than important. You might even try to get them âknocked outâ. Remember that they are good opportunities if you change the way you treat them. The customer has trusted your company enough to make it âtheir companyâ for plumbing, electrical, or HVAC. Donât let them down. Do your best on every call and you will maximize every one.
On this weekâs podcast, Chris & Chris talk about the little things that may cost you big if you overlook them. Chris Loudermilk tells a recent hunting story and what he learned. Also, he tells a story about a little thing that cost $0.37 that held up hundreds, if not thousands, of dollars of activity.
Sometimes, circumstances make it so you may forget or minimize some of the small things in your process that can make a huge difference. As with the story Chris Loudermilk relates in the podcast, these little things can cost quite a lot of both time and money.
Here are some of the little things that you just canât afford to miss:
- Mindset â Always keep a positive mindset. You never know what opportunities may come up on a call. In the afternoon of a day of calls or during the âslowâ season, itâs easy to want to go through the motions to get finished. Give every call your best attitude.
- Speed â There is a temptation to speed up calls or to get them âknocked outâ. The simple, little thing of slowing down a little can pay off in a big way. Give every call your full effort at a good pace.
- Great Questions â Sometimes, we assume we know the answers to the questions we should ask the customer. You might assume that the air quality is good. You might assume that water quality is not that bad. You might assume that this customer isnât interested in a USB outlet upgrade. But have you asked? Always be sure to ask great questions so you can be as thorough as possible.
- Set Expectations â Never assume that your customer knows what you will be doing. Although it is easy to make this assumption, especially with customers youâve seen before, you always need to set expectations so there are no surprises.
- Good options â Another assumption it is easy to make is the customer wonât want all those choices. As a professional expert consultant, you need to give options and make recommendations. Set the expectation that you will do this and make sure it happens. Customers need options and recommendations from you to make a great decision.
Remember that the little things can make a big difference. They are easy to overlook or forget, but these little things can cost you big or be the reason you get that big sale or long-term customer.
In this weekâs podcast, Chris Elmore and Brandon Cockrell discuss a very important part of the service call process â Asking for the Order. Many times, we see the tech asking the customer to buy too soon, too vaguely, or not at all. Some techs assume the customer knows what to buy and when to buy it. By asking too soon, too vaguely, or not at all, the tech risks getting into awkward territory with the customer, making it hard for them to recover. This continues the cycle with the next customer.
Here are three things to do to make sure you can ask for the order at the right time, in the right way.
- Be Confident â Confidence comes from your knowledge, experience, and training. You should always be looking to increase your knowledge through reading and studying the technical processes of your trade. Also, study and master the customer communication skills you should be using every day. Youâll gain experience over time and can use the collective experience of other techs. Training helps you gain knowledge and practice of the skills you are learning. All of these things lead to a more confident attitude. Customers are more likely to buy from someone with confidence.
- Build Value â This point is about the timing of asking for the order. You must build value through your process. Raise awareness first, then stimulate. Use a color-coded checklist so you can be thorough. Educate the customer about the issues or products with evidence of why they need them. Always act ethically. Once youâve stimulated the issue, the customer will have some level of desire to eliminate the issue. Once there is a desire to eliminate, offer solutions in the form of options. By doing these things in order you build value.
- Be Direct â Too often we see techs that are confident and build great value but fail to ask directly for the sale. It usually sounds like, âso what do you think of these options?â or something similar. You are not asking for the customerâs opinion about the options, you are asking them to buy one of them! Ask directly for what you want, like this, âI can do this work now. Should I get started?â or something similar. This is how you ask directly for what you want.
Asking for the order is the end result of a great service call, with a great process that allows you to show confidence and build value. After doing those things, be sure to ask the customer directly for what you want.
Please remember to go to www.servextra.com for more podcasts. Send us an email with any topic requests for the podcast to support@servextra.com. Thanks for listening! Please like and share!
In this weekâs podcast, Chris Elmore & James Walker give their perspectives on working with family in business. Having seen and worked with well over 1,000 businesses combined in their respective careers, they share their tips on how to make working with family the blessing it should be.
Owning a successful business is a blessing. It gives you the freedom to help others achieve their dreams. When you can successfully work with family in a successful business, the blessing can be multiplied. But Working with family can be a challenge if things arenât understood upfront.
Also, you mustnât fall for the myths of working with your family members, especially if youâre the owner or one of the owners. Chris and James talk about the 5 biggest myths that theyâve seen owners believe.
Here are the 5 Myths of Working with Family in Business.
- Family cares as much as the owner â This obviously isnât always the case. Most think it should be, but the reality is that each family member is still their own person. Family members should make sure to communicate their âwhysâ and determine if they fit the business vision. If not, there will be different levels of engagement and care about the business.
- Family works cheaper â This myth sometimes looks true on paper. You may hire a family member at a lower rate than someone else, but you almost always pay for it in opportunity cost or in emotional cost. You should always pay for the position the family member is in and not for the person or relationship.
- Family wonât mind working harder â This goes together with the previous myth. Sometimes, you may think itâs okay to ask more, or maybe even expect more, from a family member. This is also untrue. You should expect the same from them as any other qualified person in the position and hold them accountable.
- Family has less drama â Some of you laughed out loud just now! Again, weâve seen many businesses that think family members wonât bring family matters to work. This comes from another myth: itâs not personal, itâs business. With family, itâs always personal. How can it not be personal? Make sure to set aside time to discuss and deal with family matters away from the office so they donât âspilloverâ at work.
- Family is always capable â This myth is usually believed by companies that started from scratch. In the early days, the bookkeeping and call taking were simple. It was easy to get a niece or nephew to do it. Or even a cousin that did the bookkeeping at the factory. But as the business grew, the need outgrew the relativeâs ability to perform the job. Donât be afraid to make the changes to help your business get better when it comes to personnel.
Working with your family in business is a blessing but only if you set expectations upfront. Donât continue to believe these myths. In the end, if you set expectations upfront and donât continue to fall for the myths â in spite of the emotion - your business, and your relationship with your family will be much better.
Service Agreements can be a huge benefit to your company, but many contractors struggle with converting more than 10% of their clients into Service Agreement Members.
This week, Terry Barrett shares with you the real results of his team at Air Now in Millbrook, Alabama.
His team is converting at 60% or more consistently month after month.
You will find the following content in this podcast.
The Old Standard of 25%: 3:36
Why it is About Educating Your People: 3:54
The Concern with Discounts: 4:33
The Anti-Service Agreement Movement: 7:12
Connecting Service Agreements to Technician Pay: 9:10
Remove the Anxiety of âRole Playingâ and Start âPracticingâ: 10:48
Skill Evaluations Not Just Ride-Alongs: 12: 51
Tracking and Posting Results of Producers: 13:38
How Air Now Designed their Service Agreements: 15:54
Terry presenting âHow to make the service agreements a no brainerâ: 18:35
Listener Questions: 28:00
- The ratio of Service Agreements Per Tech: 28:16
- How much should CSRs talk about Service Agreements before the tech gets there? 31:40
- Monthly Billing for Service Agreements: 33:00
- When do you do the first visit? 33:45
- Employee Service Agreement Incentives: 34:41
- Built-in Technician Retention Tool: 35:46
- How to sell add-ons to Service Agreements? 36:46
- Selling Service Agreements when the client needs new equipment: 39:27
- How to change from annual to monthly agreements? 40:50
- How many service visits per year? 42:54
- Multi-Service Inspections: 44:54
On this weekâs podcast, Chris and Chris talk about building a performance culture.
Usually, when we talk about a performance culture, sports analogies come up. You can take any professional sports team or any professional athlete, and every aspect of their chosen sport is based on performance.
So what makes up that performance culture? We have identified five things to help you build a performance culture in your business.
1) Know Your Stats There isnât a professional athlete that takes the field without knowing their relevant statistics. They donât rely on the team or computer software to give them that information. They track their stats themselves, every day. You should do the same. Even if you are âjust a techâ, you should know your stats. This allows you to qualify your value and to see your strengths or weaknesses.
2) Keep Score Keeping score is about tracking stats over the long term and comparing those to others in the same position. The same goes for individuals and teams. Keeping score allows you to see how youâre doing versus others in the same position, on the same team, or on a different team. This gives you a frame of reference for your own performance.
3) Know Where You Stand By knowing your stats and keeping score, you will know how you stand against industry standards, expectations, and your own personal goals. You will be able to identify the areas of weakness where you need to work, and identify the areas of strength where you can celebrate.
4) Practice! When you know where you stand and what you need to work on, you now need to practice. Most people practice until they get something right. Professionals practice until they canât get it wrong. They practice until the skill is developed and they only call for assistance when itâs needed. And itâs usually needed in a time of high pressure or high stakes.
When you practice something until you master it, you gain confidence in being able to rely on that skill set no matter what else is happening in the environment. Thereâs no professional athlete or team that starts practicing once they make it to the big leagues. They practice even more at that level.
5) Remember that Someone Wants Your Spot If you donât know your stats, donât keep score, donât know where you stand, and donât practice until you canât get it wrong, someone will take your spot. Even if you do all of these things thereâs always someone else doing them just as well, and that person wants your spot.
Every professional athlete knows that if they donât do their very best, and use all of the tools at hand, then their back up person may end up becoming the starter.
Whether youâre a technician or a business owner, these five things must be in place in your business or your daily life. Building a performance culture takes time and work but itâs worth the effort to supercharge your performance.
This week, Chris and Chris talk about a few pet peeves. Theyâre actually the same â both Chris and Chris really have a problem when companies, techs, or salespeople âswing for the fencesâ or âhunt whalesâ when it comes to opportunities.
There are lots of companies out there that do a great job with celebrating wins. But what wins are the best at the company? What have you or your company defined as the best win? Do you celebrate memberships and good repair tickets as much as replacement leads? Are you sure? You might be thinking that itâs good to celebrate the replacements more. And youâre not wrong if you do, but youâre not exactly right.
If we celebrate replacement leads as the best wins, then weâll get more of them proportionally than we do the other types of wins â memberships and good repair tickets. But weâll get more leads at the cost of those things. Baseball gives us a great analogy. Consider the home run. Everyone loves it. It is a guaranteed score of at least one run but could be up to four.
There are great home run hitters in baseball. But there are also great singles and doubles hitters. For the home run hitters, their job is to do just thatâŚhit home runs. But what about the single and double hitters? What if you tell them to go start hitting home runs? Do you think they can do it right away? What will happen if you tell them to start swinging for the fences? I think you know. Theyâll start swinging at pitches they canât hit. Theyâll strike out more. Theyâll produce less than they were before. They might get a few more home runs, but at what cost?
You may not specifically tell your team to swing for the fences and hit more home runs, but your actions and your focus might. Be sure you are celebrating all wins equally, so the message is sent that all are good. Show your single and double hitters that they are just as valuable by celebrating their type of wins.
The trend over the last 20 years or more has been to grow your company by replacement. Not just HVAC but also plumbing and electrical. The trend is to get to a business mix of 80-85% replacement and 15-20% maintenance/service. Thatâs good advice as long as your 15-20% is made up of the right things. You still need good repair tickets on those that donât replace. You still need membership sales to build future business.
Be sure you are celebrating your wins equally. Track your numbers on a team scoreboard. Make sure to praise your wins in public. Send the message that your company is going to win with singles, doubles, and home runs.
This week, Chris and Chris talk about the first 15 minutes with the customer. This is the most important time with your customer and can make or break the success of the call. Far too many people minimize the importance of the first 15 minutes. Some get in a rush and skip steps in their process. This leads to uncontrollable outcomes that can mean lower closing rates and lower ticket averages.
Hereâs what you need to do to make the first 15 minutes the best part of the call.
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Be prepared. Look, smell, and act the part. Customers will judge you and maybe even decide whether theyâll buy from you based on how you look.
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A Great Introduction. Show respect for the customerâs property, make the customer comfortable, and start to identify their personality profile.
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FORM Family, Occupation, Recreation, Material Possessions. Make a sincere attempt to break the ice by discussing something you have in common.
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Ask great questions. Show you know what youâre doing. Identify the customerâs DISC profile and adapt.
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Establish your credibility. If you donât let the customer know how long youâve been in the trades and the training or certifications you have, how will they know? Youâll have to rely on them to ask. This may or may not happen. To ensure it does, share your credibility with the customer. Settle their anxieties by expanding what youâll be doing and how long it will take.
Whether you are new to the trades or a veteran, the first 15 minutes is the most important time during the call. This is the time to establish the process and set the expectations. You can establish your credibility and at the same time break the ice. Make it a point to do these things every time so you can maximize your results.
This episode of The Service Contractor Radio Show is for CSRs. Chris Elmore and Brandy Loudermilk discuss how CSRs can handle the price over the phone objection.
This topic is important because an untrained CSR who has not developed the skills to handle this objection falls into the âwe donât have pricing in the officeâ trap.
This trap makes your clients not trust you. It will decrease your CSRs ability to book calls. And, it can hurt your reputation as a company.
Chris and Brandy provide a few options for handling this objection, as well as an impromptu role play.
Here are the 4 simple steps to avoid treating your clients like they are dumb.
- Give them a good reason.
- Put doubt in their mind if anyone gave them a price over the phone.
- Be Assertive.
- Transition into booking.
We also discuss some of the objection handling techniques taught is the PRESS PLAY for CSR classroom series.
If you would like to know more about Service Excellence Training, feel free to contact us.
On this weekâs podcast, Chris Elmore & James Walker discuss paper vs. paperless for techs in the field. They even throw in a version of plastic as well!
The Tech debate over paper forms or tablet/digital forms has been going on for several years.
The technology really became viable about 10 years ago and cost effective soon after that. Weâve had clients that use the whole range between paper and paperless. It really depends on the principles behind whichever process, product, software, or presentation tools you use.
The underlying principles of any presentation should be a color-coded diagnostic checklist, packaged options, and proper presentation. Any product, process, or system you use should have these things at its heart to be effective. If youâve recently implemented a new process and it is working for you, it probably includes these principles.
The process your tech uses in the field, regardless of the product or method of delivery, includes two pieces: the presentation and the transaction.
The presentation is the presenting of the findings and the packaged options.
The transaction is the invoice and payment.
When choosing paper or paperless, or a hybrid of both, you have to be mindful to preserve the presentation. Some would say that going paperless took the effective tangible, tactile presentation tools out of the techâs hands in favor of a better and more efficient transaction. You can get the real-time data from a tablet and you donât have to wait on a paper form.
However, with paper, you preserve the effective tangible, tactile presentation but have a slower, less efficient transaction and gathering of data. Some have even stayed with paper for the presentation and just use the tablet for the transaction.
No matter which method you choose, remember that the underlying principles of a color-coded checklist and packaged options presented in the proper order are where the effectiveness really exists.
If you need help with choosing software or a presentation method, or just have general questions about your business, please contact us.
Angie and Ryan Snow of Western HVAC join me (Todd Liles) on this weekâs Service Contractor Radio Show.
Ryan has been in the business since 1997. He started as a duct cleaner and worked his way up into management. In 2007 Angie and Ryan purchased Western HVAC together.
This is an interview podcast, which means I take the time to get to know Angie and Ryan better. Yes, we cover plenty of business in the show, but my first focus is on the relationship. We had some fun in this show.Â
On this weekâs Service Contractor Radio Show, Chris Elmore and Chris Loudermilk talk about how to deliver bad service. Thatâs rightâŚBAD service. We often hear about the best service, or more often, we hear about terrible service. But what about the worst typeâŚreally badâŚthe worstâŚmediocre service?! Mediocre service is the worst because it makes no impact. Your customers can take it or leave it. In fact, if you deliver mediocre service, they wonât be your customer for long! Consider what really differentiates you from hundreds, or even thousands, of competitors. Is there much at all? It should be your service. If you deliver the same service as everyone else, but charge a premium for it, youâre taking advantage of your customers!
In this podcast, Chris & Chris help you recognize the signs of mediocre service:
- Anonymous Service â This is the service given by a tech that doesnât give his name or even get the customerâs name.
- âToo Techyâ Service â This is the service given by a tech that tries to build value in what he or she sees as valuableâŚtechnical knowledge. Customers retreat from you if you overwhelm them with technical details.
- Uninformed Service â This type of service happens when the tech doesnât give all of the information to the customer before a decision is made. You can give all the information without overwhelming the customer with volume or technical information.
- Just a Tech Service â This type of service happens when the tech thinks they are there only to tell the customer what is wrong. The tech is really there to do that AND tell the customer what should be done to fix what is wrong.
- Checked Out Service â This happens when the tech becomes apathetic with work or life. We all have those days. These are the days you just donât want to be there. Itâs not about the extremes. Itâs about those mediocre days. You have to make sure youâre enthusiastic about the job.
Remember that most qualified techs can go in and be an expert tech. They can give anonymous, too techy, uninformed, âjust a techâ, checked out service. Thatâs the worst kind of service. Thatâs mediocre service. It gets the job done, but not done well, and definitely is not memorable. Thatâs bad service. Make sure thatâs not you!!
This week on the Service Contractor Radio Show, Chris Elmore is joined by fellow business coach and trainer, Dr. Kerry Webb. Kerry holds a PhD in Business Management, and like Elmore, has seen and helped hundreds of trades businesses all over North America.
Their topic this week is for Owners and Managers. They cover the critical items you should do for your mid-year business review.
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Compare your actual results to your budgeted results. You should be doing this every month, but most definitely at mid-year. Doing this review allows you to make adjustments so you can hit your sales and profitability targets. Also, you can adjust your budget in the event that your original assumptions have changed. Your budget is a living, breathing plan. Itâs not chiseled in stone.
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Review KPIs versus expected results. You should have a scoreboard for every division of your business. Everyone should know what performance level is expected of them. You should establish individual KPI targets for each member of your team. Just like with your budget, this is the time of year to adjust targets as needed.
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Review your business for strategic loss. This is the time of year to determine if there is anyone on your team you need to reassign or replace. No one likes talking about replacing a team member, but the reality is you will have to do it. Everyone should understand that they are being evaluated based on their KPIâs. Changes should not be a surprise to anyone whoâs performance is below expectations. Always be looking for good team members so that when this time comes you have someone to fill the spot. Also, this is a good time to review your customers to see which ones need to be given to a competitor. Upgrading your team and your customer base is just part of strategic loss.
Itâs a good idea to review your business performance each month, but critical to do it at mid-year. This gives you the opportunity to adjust your budget, evaluate your teamâs performance, and determine the strategic loss that may need to happen in your business. As always, if you need help with this topic, please reach out to us. Also, please like and share this podcast. Send us your suggestions for topics!
Are you an expert? In todayâs podcast, Chris & Chris talk about what it takes to be considered an expert. Most of you are Expert Technicians, but being an Expert Technician isnât enough. You also have to be a consultant. Your customer wants you to be both. They want you to be an Expert in your trade.
Here are four things that Expert Consultants do for their customers:
1.  An Expert asks qualifying questions to ensure that they are talking to someone who can say âyes.â
2.   The Expert asks evaluation questions, so the solutions offered are customized to the customer.
3.   An Expert creates a planned presentation that is customized to the profile and needs of the customer. An Expert doesnât use a canned presentation that sounds memorized.
4.  The Expert handles objections and knows that an objection is not necessarily a âno,â but an opportunity to learn more or teach more. An Expert Consultant doesnât ignore objections, push too hard, or give up and accept an unclear future such as âI will let you knowâ.
Anyone can become an expert, but it takes training, study, and practice to be an Expert Consultant. Which one are you?
There is a sales killer on the loose. He is lurking at every job and every proposal you go on.
He is waiting for you to skip a value builder and then he will pounce and kill your sale. This week, Chris & Chris talk about the sales killer, and how you can always be sure to sell on value.
There is a huge difference between selling on value and selling on price. You will face competitors every day in all seasons that are cheaper. Youâre probably not the cheapest. In fact, you are probably near the top of the price range. You must resist the urge to sell on price in these situations.
- If value exceeds price, it just makes sense for the customer to buy from you.
- If you think the customer is all about price, youâre probably right. Youâre probably right because you made it about price by not building enough value.
- Sometimes, you get in a slump and think the customer only cares about price. Almost everyone we find that is in a slump, or has a low average ticket, is skipping steps in building value.
- The 9 principles of PRESS PLAY are designed to build value. If you skip any principles, you wonât build enough value.
- Everyone has a different concept of value. Everyone values different aspects of what you do. You must do all the steps in building value to appeal to everyone.
- A very important part of building value is setting expectations and qualifying UP FRONT.
- Donât let something you didnât qualify up-front attack and kill your sale at the end.
- Know your qualifying points and the questions that you should ask up front.
- Qualify on time, advisors or decision-makers, time frame of decisions, budget, other bids, and identify profile. (D, I, S, or C)
Thanks for listening, downloading, liking, and sharing this weekâs podcast. If you have a topic youâd like us to discuss, please send an email to elmore@servextra.com or chris@servextra.com.
When this podcast was recorded, the breaking news was Texas legislature was allowing the Texas State Board of Plumbing Examiners (TSBPE) to expire. The context was that in September the TSBPE would no longer regulate licensing for plumbers in the state of Texas.
There were many in the trades that expressed very strong feelings about the decision. In fact, a petition was quickly created that surpassed its goal in 1 day! Shortly after the petition signing, Texas Governor Greg Abbot, stepped in and extended the board for 2 years.
While it may seem that this podcast was no longer needed, the content and discussion are just too good not to give to you. And, the matter is still not truly settled. The extension does not guarantee the State Board will remain after the 2 years are up.
We decided to release this podcast. The discussions with real contractors provides deep insights into how contractors feel licensing and regulations impact the industry.
This podcast is an open discussion on what this means for plumbing contractors in Texas.
Here are a few of the contributors.
Billy Bostic- Pioneer Plumbing- Houston, TX
Joe Strittmatter- Strittmatter HVAC, Plumbing, Roofing â Denton, TX
Corey Hickmann - Comfort Matters- Dayton, MN
Shawn Geiger - a Plumber in Colorado
What do you think will be the fate of the Texas State Board of Plumbing Examiners?
Please share your thoughts and comments on Facebook and LinkedIn.
This week, Chris Elmore & Chris Loudermilk give you the best ways to get those plumbing add-ons that add extra value and help the customer even more.
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Always ask the âWhat else?â questions. It could be as simple as, âWhat else on the plumbing system can I take a look at?â Even better, add a few things they may not have considered to be a problem. âWhat else have you noticed with the plumbing system â any slow drains, a toilet that needs the handle jiggled once in a while, any odors?â Most customers donât realize there are issues that they donât have to live with. Ask the âWhat else?â questions to find out.
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Always do a whole system inspection. It doesnât have to be very comprehensive, but it does need to allow you to check the water heater, the toilets, major drains, shutoffs, etc. Donât ask to do it. Rather, make it part of what you need to do to diagnose the problem. The plumbing system is all interrelated. Water pressure, water quality, and other things could be contributing to the problem. Remember the 3 Pâs: Problem, Possible cause and effects, and Prevention. Always be able to answer these questions from your diagnosis and inspection checklist.
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Observe your surroundings. You can gain a lot of insight into how the customer is living with their system just by using your senses. While you are doing your whole system inspection, look around. Notice things like the fridge water dispenser has evidence of hard water, look for water stains in the sinks and toilets, see if there are any smells from drains, or even evidence of past leaks. Taste the water. Your senses can tell you a lot, so be sure to use them.
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Go after the âlow hanging fruitâ. These are things like angle stops that wonât turn, corroded risers for the toilet and sinks, or plain rubber hoses for washing machine connections. Little things that take a short amount of time are usually items that the customer will want to do. They just didnât know they needed them. Be sure to check these as you do your whole system inspection.
By adopting a few new things in your routine, you can substantially increase your sales while also increasing the level of service and professionalism you provide to your customer.
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| This week, we are joined by Jack Arnold, owner and founder of Arnold Electric in Chicago, Illinois. Jackâs been with us many times before, discussing the growth of his business and how itâs changed over the last year and a half. Today, Elmore and Jack are going to talk about some tips that have allowed Jack and his team to double the business in the last year. We might have a laugh or two along the way as well! |
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| Todd and Elmore ask Jack what the keys to success have been. Here is what Jack thinks turned his business around. * Use a checklist. It has helped Jack's team offer more accessories and sell more tasks that the customer needs to have done. * Their checklist includes convenience items such as USB outlets and occupancy switches. * They educate their customers about wire type and wire condition throughout the house instead of just fixing one problem. * With the complexity of electrical systems these days, theyâve discovered that they have to be an advisor. * They spend more time educating the customer. * The checklist has caused him to be more thorough than ever before. * They have several training sessions a week and also do ride along skill evaluations to make sure everyone is doing it the right way. * They ask the âanything elseâ question to let the customer know that there might be things that theyâre living with that the electrician can fix. * They also educate the customer on code issues.
Even though we discussed many points of the podcast, it really comes down to realizing that as an electrician, you are more than just a guy who can fix the outlet. You are an expert with valuable knowledge. The customer is paying you for that knowledge and needs to get your best every time. |
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In this podcast, weâre connecting again with Jack Arnold owner of Arnold electric services in Chicago Illinois. Jack has been working with Service Excellence Training since December 2017. Weâve done several other updates with Jack along the way. His journey has taken him from almost shutting his business down and going to pump gas at the airport to today, where his business is doubled again year-over-year. He is in a much better place as a business owner, husband, and father.
Here are some of the things that Jack and Elmore talk about:
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Through May of this year, his business is already doubled over last year. Jack is very happy about that!
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Heâs come a long way from wanting to shut his business down and pump gas at the airport.
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He realizes that he has to control his business. He canât let his employees and customers control his business.
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He knows his numbers all the time.
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He knows his key performance indicators and has made them transparent for everyone on the team.
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He has created a performance culture in his business.
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He has defined performance levels for his team and everyone knows where they stand.
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He has established the Arnold Electric Way.
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Even with all the physical change in his business, the one thing that is changing the most is Jackâs perspective on his business.
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He canât wait to come to work every day!!!
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Heâs done all of this without compromising his family life.
Jack has done a great job in a relatively short amount of time. Make no mistake though, heâs put in hard work and a lot of time to make the transition with his business. He has also trusted Service Excellence Training to guide him and train his team through this process. We can help you too. Well, Jack is an exceptional guy, his success can be duplicated. Reach out to any of the coaches or team members at Service Excellence Training To find out more about what we do. We want you to be like Jack!
Jack Arnold started his journey to doubling his business by attending one of our PRESS PLAY programs in Austin, TX. If you would like to know more about how you can double your business, check out our upcoming programs.
https://www.servextra.com/training/classroom/
In this weekâs Contractor Radio Show podcast, Todd and Elmore talk to Cody Ringer and Chris Stokes at Champion AC in San Antonio, Texas. In 2018, Cody did 1.3 million in sales, as of the end of May he has already surpassed the million dollar mark. He is well on his way to 2 Million for 2019. Champion has been working with SET for over a year and has seen amazing results with their team â especially comfort advisor Cody Ringer.
Todd and Elmore ask Cody, and his manager Chris Stokes, to share their perspective on the change in Cody and the stellar results he is seeing so far.
Cody
- He set goals and wrote them down.
- Realized that hitting his goals wasnât impossible.
- He broke the goal down to small units â one extra sale per week.
- He sets goals for each month.
- He changed his mentality from âsellingâ to âserviceâ.
Stokes
- He could see the potential in Cody.
- Helped Cody see the potential in himself.
- Helped him focus on the people and not the technical things.
- Provided support and training so Cody could realize his potential.
- Gave his perspective on SET training and how it has improved his team.
If you would like to learn more about how Service Excellence Training can help your company, click here >> Contact Us.
To enter the YETI Contest Click Here >> YETI Giveaway Summer 2019 and send us a message in messenger that says "Yeti".
This weekâs show focuses on HVAC and Indoor Air Quality. Be sure to subscribe so you do not miss the rest of this series with episodes for plumbers and electricians.
In this episode, we are going to tackle the questions: âWhatâs the point of Indoor Air Quality?â And âWhy your clients want IAQ?â
This Episode is sponsored by Dynamic Air Quality Solutions. If you would like to contact Steve Mores, his e-mail is: smores@DynamicAQS.com
Here are some of the major points we cover in the show.
- Helps prolong the life of the system.
- Helps with allergies.
- Improves the efficiency of the system.
- Improves the health of the homeowner.
- Reduces dust.
- Keeps equipment clean.
- Protects the homeownerâs investment in their heating or cooling system.
- Kills bacteria and viruses.
Chris Loudermilk and Chris Elmore discuss red flags technicians can look for in homes to bring IAQ into the conversation. This is a Podcast your team needs to hear.
Adam Bunyard is the owner of Snappy Home Services in Atlanta, Georgia. In the last 18 months, Adam has experienced tremendous growth in his business. For 2019 they are on pace to do $4 million dollars in total services. We are going to talk about that, in addition to other things.
Hereâs a short list of our talking points in todayâs podcast:
- Mario Brothers, and Fortnight. (This doesnât take long, but it is funny and worth a listen.)
- From an electrical company, to an all trades company.
- Being part of a buyout as a team member.
- Becoming the GM.
- Buying a company and becoming the owner.
- Making plans to sell the company to his kids.
Youâre really going like todayâs podcast if youâve ever thought about: buying, selling, or leaving your company to someone in the future. In addition, Adam is just one dang nice dude! He has a lot of knowledge and doesnât mind sharing.
Enjoy todayâs Service Contractor Radio Show, and be sure to share this episode with your friends and coworkers.Â
Do you want to double your business revenue and profits?
We are on a mission to help contractors like you do that exact thing!Â
https://www.servextra.com/appointment/
** CLICK this link to complete the form on the landing page, and we will contact you about how we can help you grow your business.
In this episode of The Service Contractor Radio Show, Chris Elmore and Chris Loudermilk break down the 5 Myths of Training. Each of these myths can cripple your training objectives and hold your team back from having their best year ever.
1: Scripts are gospel, not guidelines.
Robots do not make good technicians. The scripts are designed to help you follow the principles of service. Know the key principles, but make sure your service process is customized to your client. Since every homeowner is different, you must customize what you say to fit their communication style.
Fix: Use DISC profiles to learn the communication styles of your clients. Then publish your companyâs unique way of delivering service.
2: If you are doing training, you donât have to do anything else.
Training is just one part of a successful company. You must inspect what you expect. Role play, spot checks, and ride-alongs are all great ways to ensure accountability. It is also important to practice what you learn in training, not just during that hour a week, but throughout the week.
Fix: Track performance with Key Results Areas and do ride-alongs.
3: Everyone learns the same way.
Everyone has a different learning style. Training must cover different learning styles to make sure everyone is able to learn and apply the lesson. Reading, writing, role-play, and videos are all different styles of learning that must be incorporated in the learning process.
Fix: Make sure you mix up your training sessions. Add variety to your normal training routine with different visuals and activities.
4: I can only do one type of training at a time.
The reality is that your team needs technical training, customer service training, and communication training all the time. The time invested in various aspects of training will help your team grow and will provide a huge return on investment.
Fix: Mix up training schedules to incorporate different skill sets.
5: Everyone has to love the training for it to be effective.
One bad egg should not dictate your company training culture. Some professionals can fall into the knowledge trap, and that can hinder their ability to implement the training, but the rest of the team can still be growing. When you allow one individual to dictate your training, you may miss out on huge growth potential. Your teamâs attitude dictates their altitude. Make sure you are helping your team find the positive in each training session.
Fix: Accept that not everyone will love training, but make sure the majority are learning and applying.
It's easy to assume we know what the customer expects from service professionals, right? Weâre late, dressed in t-shirts with holes in our pants - we donât wear belts and the evidence shows every time we bend down. Or is that the case?  Over the past 10 years, almost every customer you will come across has had an experience with a service professional who was using some sort of iPad for diagnosis, putting on floor savers, showing up in a wrapped truck and notifying them of their arrival via text. If we donât at least do those things, now we are different in a WORSE way.  Beyond that, we often feel that the customer values us because of our expertise in fixing their issue, but they wouldnât have called us if they didnât think we could fix the problem. Every service company who shows up at the door is already assumed to be able to take care of whatâs wrong today. The customerâs perception of our value lies in everything else we communicate both spoken and unspoken. If we ever want to exceed their expectation, we have to start by managing their perception.
Do you have an exit strategy? This podcast is all about things you should be doing now to build the value in your business. These three items will help you get what you want out of your exit.Â
Start with the end in mind If you donât know where youâre going how will you get there? This is a very fundamental principle. For your business, you must know your âexit pointâ. This should be the amount of money you need to have to retire or move on to the next phase of your life â whatever that may be. Also, you need to have an idea of how you want to transition out of the business. Are you going to sell it? Are you going to still own it but be an absentee owner that just gets an income? Are you going to transition it to a relative or employee? Whichever you choose, the business will need to look the same at the time of exit. You need to start thinking and planning now if that business will look like you want it to at the time of exit.
Have Recurring Revenue and a Good Revenue Mix Your business mix should be such that you have customers and a marketing base that you can always generate new business. If your business is favoring replacement or bigger sales in a higher ratio more so than service and maintenance, it will take more effort and more cost to generate the sales year over year. Once youâve installed that system, rewired that house, or re-piped that drain line, you wonât do it again for 10-15 years. If your business has a good ratio of service and maintenance to replace or bigger jobs, youâll have a bigger âinternalâ base for marketing and new business. Ideally, you have a good maintenance agreement base from which to generate replacement and add-ons. The best strategy is to have a good business mix that is growing by at least 15% per year. This is most attractive to a new owner or to providing you an ongoing income should you choose to transition the business internally.
Owner Involvement in the day-to-day Should be Minimal For you to achieve the top value for your business, the new owner must see themselves owning the business in as easy a way as possible. Similar to selling a house, you have to stage it to get the highest value. You have to fix it up to sell it. The new owner needs to see a business thatâs easy to own and easy to understand, and easy to operate. If youâre a key day-to-day employee, the business cannot run without you. This is not something a new owner wants to see. They donât want to take on a huge challenge that requires tremendous time and effort to get a return on investment. To maximize value, you should make every effort, as feasible, to replace yourself in every day-to-day task in your business. Hereâs a challenge to test your involvement in the business: Can you leave the business for two weeks and have everything run as it should with no chaos or crises? If yes, you probably have a business that is independent of you. If not, youâve got some work to do to introduce processes, systems, or people to replace you. This also makes for an easier internal transition.
While there are probably another 50 things we could discuss to add value, we feel these are some of the most important. If youâre not sure where you are on your journey, we can help.
The CSR Division of Service Excellence Training is growing. Brady Loudermilk and Todd Liles share some insights into what they are seeing from working with CSRs around the country.
We build challenges for ourselves. Often Brandy encounters CSRs who feel isolated with the issues they are facing. It is powerful when the CSR or Dispatcher has an opportunity to see that they are not alone in the challenges they face. For example, every CSR has faced a price objection, it doesnât matter if their diagnostic is $29 or $149, the price is not the issue.
CSR can become indoctrinated in how things are. One of the most universal things Brandy sees is that CSRs who have been with the same company for a length of time, start to see the standard operating procedures at that company as the only way to do things.
There are two attitudes you can have to new ideas:
- That is exciting, how can we make that work here?
- That will never work here.
The 2nd attitude will leave you stagnant. If you want to grow you have to have an open mind to change.
An organized/ automated workflow gets more done. CSRs often feel that they have more work to accomplish than they have time. One way to reduce this is to organize and automate the workflow. One example is to text or email club members about their upcoming maintenance visits instead of spending hours leaving voice mails that probably will not be returned.
Reducing the negative impacts of multitasking A major challenge for CSRs when it comes to consistently delivering quality client service is the additional administrative tasks most CSRs have.
This additional work helps companies reduce the number of office staff needed to keep the company moving, and also gives the CSR tasks for when the phone calls are slower.
CSRs often resort to multitasking in order to get their admin tasks done and answer the phone at the same time.
One solution is using smart blocks of time when the phones are typically slower to have admin tasks accomplished.
Brandy shares a story of hearing a recorded call of herself when she was distracted by an admin task while taking a client call. This made her aware of the need to focus on one task at a time, and for a CSR the most important task is taking care of the client on the phone.
The joy of group brainstorming Brandy recently spent 2 days onsite at Cathedral Plumbing of Texas teaching the PRESS PLAY for CSR series. Out of 20 students, only 7 of them were call takers. The big Ah-HA moment for the group was when the admin staff started brainstorming how they can improve their communication internally to improve client satisfaction externally.
This idea of finding ways to move past great service to exceptional service is what separates prospering companies from the pack.
Resources from this podcast:
PRESS PLAY FOR CSR Classroom
4 FREE CSR Training Videos
The PRESS PLAY CSR Scripts
Also, check out this great deal on a flat rate price book designed especially for plumbers by Marc Carrasco of Cathedral plumbing. Itâs a great resource for those that need to get a price-book in place in a hurry and have a limited budget.
Mr. Price Book