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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

39:03

An Ethical Dilemma

Windshield Time ·

2023/08/23

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!

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39:37

What Do You Know and When Do You Know It?

Windshield Time ·

2023/07/26

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!

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38:57

The 5 Fundamental Principles of a Great Solution

Windshield Time ·

2023/07/12

In today's episode of Windshield Time, Chris and James go over the five fundamental principles of finding great solutions by creating multiple creative, professional, and quality options for clients.

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41:09

FORM with Dr. Kerry Webb

Windshield Time ·

2023/06/28

In this week's episode of Windshield Time, Chris is joined by fellow Service Excellence team member Dr. Kerry Webb! We hear them talk about Kerry's history serving the home services industry, Kerry's upcoming college-level training program for service managers in the trades, and more!

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35:49

Less Common Objections

Windshield Time ·

2023/05/31

In this week's episode of Windshield Time, Chris and James share today's pro-tip: using a customer's personal timeline to build context for the age of their system. They also share non-S.T.E.A.M. objections you may encounter and how to respond when faced with them.

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35:22

Silence Is Your Friend

Windshield Time ·

2023/05/17

In this week's episode of Windshield Time, Chris and James outline ways to identify when your discussion of a sale with a customer helps you convey its proper value and when you're overjustifying it. Tune in to find out how to qualify the budget, ask what the customer is thinking and overcome objections, especially when it comes to big-ticket items!

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38:51

Decision Bombs

Windshield Time ·

2023/05/03

In this week's episode of Windshield Time, Chris and James explore ways technicians can prepare customers for bad news while out in the field. Whether the job will cost more than they are expecting or you find other issues during the call, find out how you can make them feel comfortable enough to make a last-minute decision bomb.

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42:48

Using Your Checklist

Windshield Time ·

2023/04/26

In this week's episode of Windshield Time, Chris and James discuss the utility of diagnostic checklists across the trades and how they vary between industries. Tune in and find out what to do when faced with customer objections about the relevance of a broad inspection.

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44:09

Lost In Translation

Windshield Time ·

2023/04/05

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.

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38:09

Differences Between Service & Maintenance

Windshield Time ·

2023/03/22

In this week's episode of Windshield Time, Chris and James discuss what the differences are between service calls and maintenance calls. They share how a customer's expectations vary across types of calls and ways technicians can train, prepare and adapt to them accordingly.

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44:41

Handling Unreasonable Customers

Windshield Time ·

2023/03/08

In this week's episode of Windshield Time, Chris and James discuss how you can use courage to successully navigate interactions with the two main types of unreasonable customers. They share how entering a customer's home with an open mind, abandoning pre-conceived notions, is the key to fielding unpredictable reactions.

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38:15

Creating Additional Value

Windshield Time ·

2023/02/22

In this week's episode of Windshield Time, Chris and James discuss how you can create additional value for the customer in ways beyond just monetary means. Together, they break down the psychology behind determining value and its connection to DISC profiles.

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44:40

Price Sensitivity

Windshield Time ·

2023/02/08

In this week's episode of Windshield Time, Chris and James discuss their theory on price sensitivity, including how to navigate it when you're in the field.

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34:48

The Picture Of Opportunity

Windshield Time ·

2023/01/18

In this week's episode of Windshield Time, Chris and James talk about how you can use non-technical information in the field to recognize and understand when there is an opportunity to provide additional, useful services to a customer.

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39:28

The 5 Keys To A Great Replacement Lead

Windshield Time ·

2023/01/04

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.

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40:45

The RE of PRESS PLAY

Windshield Time ·

2022/12/07

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

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43:58

FEAR

Windshield Time ·

2022/11/23

In this week's episode of Windshield Time, Chris is joined by our NEW interim host, James Walker, to talk about being held back by fear of failure on the job while getting to know more about J-Dub.

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26:51

Farewell to Loudermilk

Windshield Time ·

2022/10/26

On this special episode of Windshield Time, the Service Excellence team bids farewell to longtime friend and coach, Chris Loudermilk. Tune in to hear Chris and Chris reminisce and chat one last time.

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33:37

Prescription Pyramid – Awareness & Stimulation

Windshield Time ·

2022/09/14

This week, your hosts Chris and Chris, with returning guest speaker Matthew Barbosa, talk about awareness and stimulation in the Prescription Pyramid.

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37:38

Fun With DISC Profiles

Windshield Time ·

2022/08/31

In this week's "Windshield Time," your hosts Chris and Chris revisit DISC profiles.

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