Windshield Time

Disarming Difficult Customers: The 3-Step Framework That Actually Works


Listen Later

Not every objection is about price. Sometimes, customers are already frustrated the moment you pull up.

In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker unpack the invisible minefields techs face—frustrated customers, callbacks, pre-diagnosed opinions, and homeowners who try to control the process.

You’ll learn how to:

-Navigate awkward customer situations without taking the blame -Use the “ERR” method: Empathize, Reassure, Redirect -Avoid apologizing for things you don’t own -Guide customers back into your process—without a fight -Stay calm, confident, and in control—even on callbacks or late arrivals

Mentioned in this episode:

  • The ERR framework: Empathize, Reassure, Redirect

  • “Time, Crime, or Grime” — why customers don’t want you inside

  • The danger of owning problems that aren’t yours

  • How redirecting avoids conflict (and earns trust)

  • Personality profiles and their role in tension

  • Why every conversation is low-level negotiation

📥 Download the FREE Objection Handling Playbook — loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/

FOLLOW + REVIEW

Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.

...more
View all episodesView all episodes
Download on the App Store

Windshield TimeBy Chris Elmore

  • 4.7
  • 4.7
  • 4.7
  • 4.7
  • 4.7

4.7

31 ratings


More shows like Windshield Time

View all
The Joe Rogan Experience by Joe Rogan

The Joe Rogan Experience

225,807 Listeners

The EntreLeadership Podcast by Ramsey Network

The EntreLeadership Podcast

4,342 Listeners

The Glenn Beck Program by Blaze Podcast Network

The Glenn Beck Program

25,507 Listeners

REAL AF with Andy Frisella by Andy Frisella #100to0

REAL AF with Andy Frisella

32,570 Listeners

How I Built This with Guy Raz by Guy Raz | Wondery

How I Built This with Guy Raz

30,217 Listeners

The Home Service Expert Podcast by Tommy Mello: $200 Million Founder|Forbes, Inc., Entrepreneur Columnist

The Home Service Expert Podcast

719 Listeners

The Matt Walsh Show by The Daily Wire

The Matt Walsh Show

28,006 Listeners

Sales Training. Close It Now! by Sam Wakefield

Sales Training. Close It Now!

81 Listeners

2 Bears, 1 Cave with Tom Segura & Bert Kreischer by YMH Studios

2 Bears, 1 Cave with Tom Segura & Bert Kreischer

23,699 Listeners

To The Point - Home Services Podcast by RYNO Strategic Solutions

To The Point - Home Services Podcast

211 Listeners

Toolbox for the Trades by ServiceTitan

Toolbox for the Trades

81 Listeners

AC Service Tech Answers Podcast by Craig Migliaccio

AC Service Tech Answers Podcast

89 Listeners

Waste No Day: A Home Services Motivational Podcast by Brian Burton & Nate Minnich

Waste No Day: A Home Services Motivational Podcast

478 Listeners

MrBallen’s Medical Mysteries by Wondery | Ballen Studios

MrBallen’s Medical Mysteries

3,176 Listeners

The $100 Million Mindset by Todd Liles

The $100 Million Mindset

5 Listeners