In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explore why closing is the natural conclusion to a well executed sales process by making the interaction less transactional and more relational. 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!

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. dive into the LEAP method of handling objections, taking a hard look at the "asking questions" phase. They explore how asking great questions can build trust and credibility and often solve client anxities and issues. 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!

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 Experience

05:55 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!

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!

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!

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 Influence

Key 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!

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 Information

Key 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!

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!

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!

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!