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!

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!

What Do You Know and When Do You Know It?

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 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.

The 5 Fundamental Principles of a Great Solution

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 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!

FORM with Dr. Kerry Webb

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 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.

Less Common Objections

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 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!

Silence Is Your Friend

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 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.

Decision Bombs

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 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.

Using Your Checklist

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 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.

Lost In Translation

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 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.

Differences Between Service & Maintenance

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 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.

Handling Unreasonable Customers

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.

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 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.

Creating Additional Value

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 discuss their theory on price sensitivity, including how to navigate it when you're in the field.

Price Sensitivity

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 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 Picture Of Opportunity

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 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 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 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.

The RE of PRESS PLAY

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.

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.

FEAR

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.

Farewell to Loudermilk

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.

Prescription Pyramid – Awareness & Stimulation

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

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

Fun With DISC Profiles

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 returning guest speaker Matthew Barbosa, talk about when things get awkward on the job.

It's Getting Awkward

Keep up the great work! Can’t get enough of these! More please!

MORE PLEASE

Love listening while I drive. Please put out more!

Great!

Windshield Time

This week, Chris Elmore and Brandy Loudermilk discuss Out-Bound Calling. This podcast has elements for managers, CSRs, and technicians.

This week, Chris Elmore and Brandy Loudermilk discuss Out-Bound Calling. This podcast has elements for managers, CSRs, and technicians.

Outbound Calling for CSRs

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 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.

Prescriptions Part 2 - Handling Objections

On this podcast, Chris and Chris discuss why you must “PRESS” before you “PLAY”. 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 customer’s 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 customer’s unspoken questions about you, your company, your process, and your pricing.  System Diagnostic - You will learn to discover the customer’s needs through the color-coded Inspection Checklist.  Over the next several weeks, we’ll unpack more on each step and give tips for how you can implement this process in your daily routine. 

On this podcast, Chris and Chris discuss why you must “PRESS” before you “PLAY”. 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 customer’s 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 customer’s unspoken questions about you, your company, your process, and your pricing. System Diagnostic - You will learn to discover the customer’s needs through the color-coded Inspection Checklist. Over the next several weeks, we’ll unpack more on each step and give tips for how you can implement this process in your daily routine.

You Have to PRESS Before You PLAY

This week on the show, Chris &amp; Chris continue the series PRESS Before You Can PLAY with the E – Evaluate with Questions. Asking the right questions up front is one of the best tools you have for finding the customer’s value points. It’s 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 Here’s the questions you need to ask during the Evaluate with Questions step of PRESS PLAY:     The “What’s going on?” Question - This question makes the customer give you information that isn’t 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 “Ages” Questions – 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 they’ve been in the home and how long they plan to stay. This will give you an idea of priority, as most people won’t spend a lot of money on a home they won’t be in much longer.   The Maintenance Question – If the customer does not have a maintenance membership with your company, ask “What was the date of your last maintenance and safety inspection on your system?” This will cause the customer to try to remember a date if they’ve 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 they’ve had anything done. This will set the stage when you come back with items that need to be done.   The “Anything Else” Question – Ask this question to get the customer thinking about issues they have that they don’t know you can fix. These could be noises, odors, flickering lights, hot or cold spots, slow drains, etc. An example for electrical might be, “Have you noticed anything else with your electrical system lick flickering lights, mystery switches, plugs that fall out of outlets?”. These kinds of questions will make the customer notice these things that they’ve 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

This week on the show, Chris &amp; Chris continue the series PRESS Before You Can PLAY with the E – Evaluate with Questions. Asking the right questions up front is one of the best tools you have for finding the customer’s value points. It’s 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 Here’s the questions you need to ask during the Evaluate with Questions step of PRESS PLAY: The “What’s going on?” Question - This question makes the customer give you information that isn’t 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 “Ages” Questions – 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 they’ve been in the home and how long they plan to stay. This will give you an idea of priority, as most people won’t spend a lot of money on a home they won’t be in much longer. The Maintenance Question – If the customer does not have a maintenance membership with your company, ask “What was the date of your last maintenance and safety inspection on your system?” This will cause the customer to try to remember a date if they’ve 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 they’ve had anything done. This will set the stage when you come back with items that need to be done. The “Anything Else” Question – Ask this question to get the customer thinking about issues they have that they don’t know you can fix. These could be noises, odors, flickering lights, hot or cold spots, slow drains, etc. An example for electrical might be, “Have you noticed anything else with your electrical system lick flickering lights, mystery switches, plugs that fall out of outlets?”. These kinds of questions will make the customer notice these things that they’ve 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. <a href="https://youtu.be/Y4aBKfQJ9cI" rel="noopener nofollow" target="_blank">https://youtu.be/Y4aBKfQJ9cI</a>

PRESS Before You Can PLAY – Evaluate with Questions

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