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PODCAST

Windshield Time

Windshield Time, formerly known as The Service Contractor Radio Show is a podcast dedicated to home service technicians and salespeople. Your host, Chris Elmore will be there for you during your windshield time (or whenever you have time to listen!) to give advice on managing customer expectations, obliterating objections and connecting with your customers on a deeper level in the home.

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All Episodes

50:06

Surviving the Slow Season

Windshield Time ·

2024/09/25

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

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48:09

Training Like An Olympian

Windshield Time ·

2024/09/11

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

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48:34

Handling Awkward Objections

Windshield Time ·

2024/08/28

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

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46:44

Managing and Dealing With Client's Expectations

Windshield Time ·

2024/08/14

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

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47:27

Taking Care of Mind and Body for Success in the Field

Windshield Time ·

2024/07/31

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!

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50:13

The Service Call Timeline

Windshield Time ·

2024/07/03

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

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49:12

Understanding Input and Output KPIs

Windshield Time ·

2024/06/19

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

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43:43

Using Scripts as a Guide

Windshield Time ·

2024/05/08

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

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39:50

Curing Maintenance-Itis

Windshield Time ·

2024/04/17

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

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42:46

Are You Having a Conversation or Conducting an...

Windshield Time ·

2024/04/03

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

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48:08

RES of Press Play

Windshield Time ·

2024/03/20

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

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52:38

Painting A Clear Picture

Windshield Time ·

2024/03/06

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

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52:38

Repair vs. Replacement in Home Services

Windshield Time ·

2024/02/07

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:

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37:43

It's an Island. If You Didn't Bring It, You Won't...

Windshield Time ·

2024/01/24

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

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48:40

The Psychology of the Service Call

Windshield Time ·

2024/01/10

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!

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41:38

Introducing Noel Tarter

Windshield Time ·

2023/12/13

In today's Windshield Time, Chris and James are joined by special guest Noel Tarter, the newest coach on the Service Excellence team! Check out this episode for an intro to Noel!

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25:25

Meet Joe Person

Windshield Time ·

2023/11/29

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!

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35:32

Handling Holiday Objections

Windshield Time ·

2023/11/15

In today's Windshield Time, Chris and James discuss the elephant in the room that looms at the end of every year for salespeople around the country: the holiday objection. Check out this episode to hear how our hosts filter this objection through Service Excellence's PRESS PLAY system to create more success this holiday season!

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53:35

Cheaper Online

Windshield Time ·

2023/11/01

In today's Windshield Time, Chris and James discuss how in the age of the internet, potential clients can reach for their phones, go to Google, and say, "This service is cheaper at another company!" Treat this like an objection and problem-solve by preparing for the pushback before the call!

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37:50

Breaking Down Objections

Windshield Time ·

2023/10/18

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.

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