Windshield Time
169 episodes - English - Latest episode: 11 days ago - ★★★★★ - 29 ratingsWindshield Time, formerly known as The Service Contractor Radio Show is a podcast dedicated to home service technicians and salespeople. Your host, Chris Elmore will be there for you during your windshield time (or whenever you have time to listen!) to give advice on managing customer expectations, obliterating objections and connecting with your customers on a deeper level in the home.
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Episodes
Curing Maintenance-Itis
April 17, 2024 07:00 - 39 minutes - 56.2 MBIn 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 appro...
Are You Having a Conversation or Conducting an Interrogation?
April 03, 2024 07:00 - 42 minutes - 69.6 MBIn 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 re...
RES of Press Play
March 20, 2024 07:00 - 48 minutes - 83.7 MBIn 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 w...
Painting A Clear Picture
March 06, 2024 08:00 - 52 minutes - 74.2 MBIn 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 pictur...
Repair vs. Replacement in Home Services
February 07, 2024 08:00 - 52 minutes - 87.8 MBIn 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! Chr...
It's an Island. If You Didn't Bring It, You Won't Find It!
January 24, 2024 08:00 - 37 minutes - 64 MBIn 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 [email protected] James Walker: 254-230-5266 or [email protected] Go out and I...
The Psychology of the Service Call
January 10, 2024 08:00 - 48 minutes - 87.4 MBIn 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!
Introducing Noel Tarter
December 13, 2023 08:00 - 41 minutes - 71.2 MBIn 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!
Meet Joe Person
November 29, 2023 08:00 - 25 minutes - 34.9 MBIn 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!
Handling Holiday Objections
November 15, 2023 08:00 - 35 minutes - 48.8 MBIn 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!
Cheaper Online
November 01, 2023 07:00 - 53 minutes - 73.6 MBIn 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!
Breaking Down Objections
October 18, 2023 07:00 - 37 minutes - 52 MBIn 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.
The Basics of Handling Objections
October 04, 2023 07:00 - 44 minutes - 61.7 MBIn 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.
PRESS PLAY in 3 Acts
September 20, 2023 07:00 - 38 minutes - 53.3 MBIn 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.
Translation... Again
September 06, 2023 20:44 - 39 minutes - 54.8 MBThis 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!
An Ethical Dilemma
August 23, 2023 07:00 - 39 minutes - 53.6 MBIn 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!
What Do You Know and When Do You Know It?
July 26, 2023 21:00 - 39 minutes - 54.4 MBOn 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!
The 5 Fundamental Principles of a Great Solution
July 12, 2023 22:30 - 38 minutes - 53.5 MBIn 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.
FORM with Dr. Kerry Webb
June 28, 2023 14:00 - 41 minutes - 56.5 MBIn 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!
Less Common Objections
May 31, 2023 18:13 - 35 minutes - 49.2 MBIn 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.
Silence Is Your Friend
May 17, 2023 07:00 - 35 minutes - 54.5 MBIn 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!
Decision Bombs
May 03, 2023 07:00 - 38 minutes - 53.3 MBIn 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.
Using Your Checklist
April 26, 2023 07:00 - 42 minutes - 67.7 MBIn 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.
Lost In Translation
April 05, 2023 07:00 - 44 minutes - 60.6 MBIn 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.
Differences Between Service & Maintenance
March 22, 2023 05:00 - 38 minutes - 52.4 MBIn 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.
Handling Unreasonable Customers
March 08, 2023 08:00 - 44 minutes - 61.4 MBIn 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.
Creating Additional Value
February 22, 2023 08:00 - 38 minutes - 52.5 MBIn 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.
Price Sensitivity
February 08, 2023 08:00 - 44 minutes - 61.8 MBIn 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.
The Picture Of Opportunity
January 18, 2023 08:00 - 34 minutes - 48.2 MBIn 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.
The 5 Keys To A Great Replacement Lead
January 04, 2023 21:44 - 39 minutes - 54.6 MBIn 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.
The RE of PRESS PLAY
December 07, 2022 08:00 - 40 minutes - 56.4 MBIn 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 a...
FEAR
November 23, 2022 08:00 - 43 minutes - 60.9 MBIn 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.
Farewell to Loudermilk
October 26, 2022 20:20 - 26 minutes - 37.2 MBOn 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.
Prescription Pyramid – Awareness & Stimulation
September 14, 2022 07:30 - 33 minutes - 46.6 MBThis week, your hosts Chris and Chris, with returning guest speaker Matthew Barbosa, talk about awareness and stimulation in the Prescription Pyramid.
Fun With DISC Profiles
August 31, 2022 07:30 - 37 minutes - 68.9 MBIn this week's "Windshield Time," your hosts Chris and Chris revisit DISC profiles.
It's Getting Awkward
August 03, 2022 22:02 - 36 minutes - 58.7 MBThis week your hosts Chris and Chris, with returning guest speaker Matthew Barbosa, talk about when things get awkward on the job.
One Thing Leads To Another
July 20, 2022 16:06 - 37 minutes - 69.4 MBThis week your hosts Chris and Chris, with guest speaker Matthew, talk about how exactly One Things Leads To Another.
Fun with Cognitive Bias
July 06, 2022 07:30 - 32 minutes - 56 MBThis week your hosts Chris and Chris discuss Fun with Cognitive Bias.
With Great Power Comes Great Responsibility
June 15, 2022 07:00 - 59 minutes - 82.7 MBIn this episode of Windshield Time, host Chris and Chris talk about how "With Great Power Comes Great Responsibility".
What's Between Your Ears
May 25, 2022 20:12 - 39 minutes - 61.1 MBThis week on Windshield Time, your hosts Chris and Chris talk about What's Between Your Ears
WT #34 - The Ever-present Multiple Bids Objection Revisited
May 11, 2022 21:43 - 46 minutes - 79.4 MBThis week on the podcast, your hosts Chris and Chris Revisit the ever-present Multiple Bids Objection.
The Ever-present Multiple Bids Objection Revisited
May 11, 2022 21:43 - 46 minutes - 79.4 MBThis week on the podcast, your hosts Chris and Chris Revisit the ever-present Multiple Bids Objection.
DISC Profiles & Objections
April 13, 2022 16:35 - 33 minutes - 61.6 MBThis week on the podcast, your hosts Chris and Chris continue their series DiSC profile. This week: DISC Profiles & Objections
Presenting to DISC Profiles
March 30, 2022 16:07 - 39 minutes - 72.9 MBThis week on Windshield Time your hosts Chris and Chris discuss presenting to DISC Profiles.
The High C Profile
March 16, 2022 21:09 - 27 minutes - 50.6 MBThis 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.
The High S Profile
February 23, 2022 21:43 - 36 minutes - 38.7 MBThis week on the Podcast, Chris & Chris continue their journey through the DiSC profile. This time, a deep dive into High S types!
The High I Profile
January 27, 2022 19:23 - 45 minutes - 48.5 MBIn 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.
High D Profile
January 19, 2022 17:06 - 43 minutes - 79 MBIn 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.
Introduction to DISC Profiles
January 12, 2022 10:00 - 52 minutes - 95.5 MBIn this episode of Windshield Time, hosts Chris and Chris go over an introduction into DISC profiles and how they can benefit your business.
Are You Ethical?
December 30, 2021 10:00 - 39 minutes - 72.2 MBIn this episode of Windshield Time, hosts Chris and Chris discuss ethics in business.