Episodios
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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 Experience05:55 What’s 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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Turn Learning into Earning!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Turn Learning into Earning!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Turn Learning into Earning!
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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 InfluenceKey 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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Turn Learning into Earning!
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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 InformationKey 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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Turn Learning into Earning!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Turn Learning into Earning!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
Matthew Barbosa: 214-878- 9672 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
Matthew Barbosa: 214-878- 9672 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
Download the Podcast!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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 [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Ignite the Power Within!
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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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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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