Windshield Time

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!

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!

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!

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!

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!

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!