Windshield Time

Chris Elmore
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Windshield Time

Windshield Time, formerly known as The Service Contractor Radio Show is a podcast dedicated to home service technicians and salespeople. Your host, Chris Elmore will be there for you during your windshield time (or whenever you have time to listen!) to give advice on managing customer expectations, obliterating objections and connecting with your customers on a deeper level in the home.

  1. Professional. Expert. Authority. How to Win Trust and Earn More in the Trades

    4 DAYS AGO

    Professional. Expert. Authority. How to Win Trust and Earn More in the Trades

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

    42 min
  2. Why Homeowners Don’t Understand You (And What to Do About It)

    25 JUN

    Why Homeowners Don’t Understand You (And What to Do About It)

    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. What's Inside: 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/ FOLLOW + REVIEW Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.

    43 min
  3. Why Techs Accidentally Sell the Cheapest Option (And How to Stop)

    18 JUN

    Why Techs Accidentally Sell the Cheapest Option (And How to Stop)

    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. You’ll learn how to: -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 Mentioned in This Episode: → 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/ FOLLOW + REVIEW Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.

    45 min
  4. Busy Season Chaos? Stick to the Process or Pay the Price.

    11 JUN

    Busy Season Chaos? Stick to the Process or Pay the Price.

    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. You’ll learn how to: -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 Mentioned in This Episode: → 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/ FOLLOW + REVIEW Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.

    41 min
  5. How Great Techs Present Findings Without Losing the Customer

    4 JUN

    How Great Techs Present Findings Without Losing the Customer

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

    37 min
  6. What Most Techs Don’t Realize About Price, Profit, and Staying in Business

    28 MAY

    What Most Techs Don’t Realize About Price, Profit, and Staying in Business

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

    46 min
  7. How Familiarity Can Kill Trust (And How to Avoid It)

    21 MAY

    How Familiarity Can Kill Trust (And How to Avoid It)

    Just because you've been there before doesn't mean the process changes. In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker break down the common trap techs fall into with returning customers—skipping steps, rushing intros, and assuming too much.  You'll learn how to: Because familiarity doesn’t excuse laziness—it demands excellence. -Adapt your intro without losing professionalism or control -Balance familiarity with structure for a better customer experience -Avoid lazy shortcuts that damage repeat trust -Stay consistent—even when the customer knows your name -Ask instead of assume, and elevate repeat visits with small details Mentioned in this episode: PRESS PLAY adaptations for return visits The “ERR” framework: Empathize, Reassure, Redirect The danger of familiarity: where techs often cut corners Customer loyalty stories (and where they break down) Why consistency > one-time excellence Real-world examples from the field—and a cocktail named Lady Hancock 📥 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.

    48 min
  8. Disarming Difficult Customers: The 3-Step Framework That Actually Works

    14 MAY

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

    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.

    35 min
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About

Windshield Time, formerly known as The Service Contractor Radio Show is a podcast dedicated to home service technicians and salespeople. Your host, Chris Elmore will be there for you during your windshield time (or whenever you have time to listen!) to give advice on managing customer expectations, obliterating objections and connecting with your customers on a deeper level in the home.

Information

  • Creator
    Chris Elmore
  • Years Active
    2018 - 2025
  • Episodes
    100
  • Rating
    Clean
  • Copyright
    © Service Excellence Training
  • Show Website
    Windshield Time

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