Every buying decision is influenced by more than facts or price.

Two psychological principles (Reciprocity and Consistency) play a massive role in how comfortable customers feel saying “yes.”

In this episode of Windshield Time, Chris Elmore and James Walker break down these two science-backed influence skills and show you how they apply to every in-home service call:

1) Reciprocity: Why small, genuine gestures make people feel good about returning the favor

2) Consistency: How asking the right questions early makes customers want to stay aligned with what they’ve already said

You’ll also learn:

-How to create a trust-first atmosphere where customers feel safe making a decision

-Real-world service call examples showing reciprocity and consistency in action

-Why understanding human behavior makes every conversation smoother, easier, and more natural

-This isn’t about manipulation—it’s about communicating in a way that feels honest, helpful, and human.

📥 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/

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Some techs walk into a home and customers instantly feel comfortable. Others can’t get past “let me think about it.”

It’s not luck. It’s learnable skills.

In this episode of Windshield Time, Chris Elmore and Harold James Walker break down 6 psychological skills every service professional needs to earn trust, guide decisions ethically, and close more calls without pressure tactics.

You’ll discover:

-The six science-backed skills that shape buying decisions -How to use psychology ethically  -Ways to build authority and credibility in the first 5 minutes -Real-world stories from thousands of in-home visits showing these skills in action 

If you’ve ever lost a job because a customer didn’t fully believe in you, this episode shows you how top techs win trust before the close.

📥 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/

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These days, customers show up armed with YouTube videos, online forums, and a confidence that can make even seasoned techs bristle.

So, what do you do when a customer thinks they know more than you? In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker tackle one of the trickiest moments in the trades: handling customers who challenge your expertise.

What's Inside:

-Why customers feel so confident (and where they get their info)

-How to spot the early signs of a “know-it-all” customer

-The worst mistake techs make (and how to avoid it)

-Why dismissing a customer’s knowledge kills trust 

-How to disarm customers gently—without getting defensive

-The power of physical evidence to win trust

-The real difference between knowledge and experience

Because the truth is, it’s not about proving you’re smarter, it’s about building trust, guiding the customer, and protecting the sale.

📥 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/

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What do you do when your customer insists on a cheap Band-Aid fix instead of the real repair you know they need?

In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker dive deep into one of the toughest moments in the trades: telling a customer “That’s a bad idea.”

This episode is for every technician, salesperson, or service professional who’s ever struggled with customers rejecting expert recommendations, choosing quick fixes, or balking at bigger repairs or replacements.

What's Inside:

-Why it’s your professional responsibility to protect customers from bad decisions

-How to earn the right to say “That’s a bad idea” without losing trust

-Why customers often go for Band-Aid fixes—and how to steer them toward better choices

-How to avoid just being “the guy who lists options” and step up as a Professional Expert Authority

-Psychological tactics that help customers realize the cost of shortcuts

-How to handle objections with empathy, authority, and clarity

-The hidden costs of always taking “something rather than nothing” on service calls

📥 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/

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If customers don’t see you as a professional expert authority, they’re less likely to trust your recommendations or pay what your work is worth.

In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker dig into why being skilled isn’t enough. Customers judge you on how you show up, how you communicate, and whether you project authority.

You’ll learn how to step into the role of a Professional Expert Authority so you earn higher tickets, close more sales, and build a reputation as the trusted advisor customers want in their homes.

This isn’t just theory, it’s the practical difference between being seen as “just another contractor” versus the pro customers confidently say yes to.

What’s Inside:

-Why simply being skilled isn’t enough to win trust

-The real definition of a “Professional” in the trades

-What makes someone an expert (beyond years on the job)

-How authority drives customer decisions and higher sales

-The two traps techs fall into:

-How to combine professionalism, expertise, and authority to become the go-to trusted advisor

-Steps you can take today to elevate your authority on every call

📥 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/

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If customers don’t understand you, it's harder for them to trust you, and even harder for them to buy from you. 

In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker reveal why overexplaining systems, parts, and technical jargon leads to confusion, stalled decisions, and lost trust.

You’ll learn how to take complex home service concepts, whether HVAC, plumbing, or electrical, and explain them in a way that actually makes sense to your customer.

This isn’t about dumbing things down, it’s about guiding decisions with clarity and confidence in the home.

• Why tech talk kills clarity

• How to explain your process in simple, visual terms

• What to say when the customer “checks out”

• How emotional clarity leads to better buying decisions

• A better way to educate without overwhelming

📥 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/

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When a customer chooses the cheapest option, is it really because of price or because of how it was presented?

In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker reveal why customers default to low-price decisions—and how techs unknowingly reinforce that bias.

Packed with real-world roleplay and proven frameworks, this episode teaches you how to present pricing with confidence, educate customers without confusion, and protect the value of your premium work.

-Present prices top-down to anchor value -Avoid confusing customers with too many options at once -Leverage the psychology of loss aversion and consensus -Build trust while still selling premium -Reframe pricing conversations to highlight long-term value

→ Only 18% of customers actually buy the cheapest option → Why techs often “lead the witness” toward low-cost picks → The importance of slowing down when presenting pricing → Robert Cialdini’s Influence  → Real roleplay examples that build confidence in price delivery

📥 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/

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In the trades, busy season feels like chaos—calls stack up, the pressure ramps, and the temptation to rush is real. But here’s the truth: cutting corners doesn’t save time—it costs you.

In this episode of Windshield Time, Todd Liles and Chris Elmore share why slowing down and sticking to the process is the fastest way to consistency, trust, and long-term wins. If you’re feeling the heat in your business right now, this episode is your reset button.

-Stick to full processes—even when you’re slammed -Avoid costly callbacks caused by rushed work -Present all options during peak season to boost value -Build trust between schedulers and techs with better communication -Use scarcity and urgency to increase perceived value

→ Callbacks and the cost of cutting corners → Full option presentations—even during demand surges → Schedule trust: defining emergencies and honoring boundaries → Why speed without clarity breaks your team → The mindset shift that prevents burnout and boosts results

📥 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/

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Ever presented your findings… and watched the customer go quiet? In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker unpack what really causes that reaction—and how to prevent it.

From the very first question you ask, you’re either setting context or setting a trap. If you want the customer to trust you when it matters most, you’ve got to build contrast early and deliver findings with clarity, confidence, and control.

You’ll learn how to:

-Ask better questions that build trust and uncover expectations -Use age, maintenance, and filtration to create context -Structure findings as a story—not a list of problems -Separate the “meaning” conversation from the “money” conversation -Keep control of the call while giving customers space to process -Turn presentation anxiety into confidence and clarity

Mentioned in this episode:

• The “bomb blast” effect: why customers shut down

• The 7-step findings presentation framework

• How to avoid the “I also found…” death spiral

• The importance of linking symptoms to causes

• When to give customers space—and when to stay close

• Why you shouldn’t present findings with pricing attached

📥 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/

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“Why do we have to charge so much?” If you’ve ever asked that question—or had a customer ask it—this episode is for you.

In this candid breakdown, Chris Elmore and James “J-Dub” Walker unpack what it really costs to run a service call, why pricing isn’t based on greed, and how to explain value when customers don’t understand what they’re paying for.

This is the financial literacy episode every tech and salesperson should hear.

You’ll learn how to:

-Break down fixed costs vs. variable costs in simple terms -Explain why two water heaters are not the same job -Understand what it actually costs to acquire a customer -Protect profit without cutting corners or rushing the job -Use long-term value (like memberships) to stay profitable -Talk to customers—and owners—about price with confidence

Mentioned in this episode:

• The 100 Pennies exercise for understanding margins

• True cost breakdowns: marketing, overhead, labor, materials

• Membership math: how repeat visits lower cost per call

• Why price is based on need, not greed

• The problem with "just knocking $500 off"

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