Windshield Time

Chris Elmore
  • 4.7 (32)
  • Courses
  • Updated Semimonthly

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. Stop Diagnosing the Complaint. Diagnose the System.

    Jun 10

    Stop Diagnosing the Complaint. Diagnose the System.

    _*]:min-w-0 gap-3"> Most techs diagnose the one thing the customer called about, fix it, and leave. The best techs diagnose the whole system, because the thing they called about is never really on its own. That's the difference between a callback and a customer who buys the real fix. _*]:min-w-0 gap-3"> Chris Elmore breaks down what he calls common bonds: the things that tie every part of a home's system together. Age. Maintenance. Filtration. Construction. Two problems can look completely unrelated and still share the same water, the same age, the same install. Once you learn to see those bonds, you stop fixing isolated problems and start showing the customer the whole system, so they understand why the real fix matters instead of grabbing the cheapest band-aid. You'll learn: Why you start where the customer noticed the problem, not where you assume it is What common bonds are and how they connect problems that look unrelated How age, maintenance, filtration, and construction tie a whole system together How to set context and contrast in the first 15 minutes of a call Why technical excellence is the foundation under every communication skill Show notes and free resources: https://www.servextra.com/episodes/ Listen and subscribe: Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507 All episodes: https://www.servextra.com/episodes/

    47 min
  2. The Real Reason You're Losing Sales as a Technician (It's Not Your Skills)

    May 27

    The Real Reason You're Losing Sales as a Technician (It's Not Your Skills)

    You got 800 hours of technical training. You got 3 hours on customer service. You weren't trained for the moment a customer says "that's too expensive." That's why you freeze. Chris Elmore breaks down why handling objections is troubleshooting with a person instead of a machine. Same process. One difference: emotions. He walks through how LEAP works on real objections, why "that's too expensive" rarely means what you think, and the one question that splits the price from the work. You'll learn: Why problem-solving before asking questions is parts changing What real listening and empathy sound like on a call How to split the price from the work with one question Why LEAP out of order becomes PLEA Why "fix it" is only one-fifth of your job Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu Apple: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507

    40 min
  3. You're Losing Money Before You Knock on the Door (Here's Why)

    May 13

    You're Losing Money Before You Knock on the Door (Here's Why)

    You pull up to a house. You see the yard, the cars, the neighborhood. Before you knock on the door, you've already decided what this customer can afford. You don't know you're doing it. But it's costing you money. Chris Elmore walks through the five cognitive biases that affect every tech in the field — and shows how each one shows up on real service calls. The plumber who skips the shower and goes straight to the water heater. The tech who feels guilty about his own price because a customer asked for a ballpark. The moment you see someone just like you and suddenly they're getting a deal they didn't ask for. Then he takes you to the top of Mount Stupid — the Dunning-Kruger effect — and explains why familiarity is not mastery and why the best in the world never stop training. You'll learn: The five cognitive biases that cost techs money on every call Why your brain makes decisions about customers before you knock How anchoring bias makes you feel guilty about your own pricing Why the customer who looks like you is the most dangerous one to sell to What Mount Stupid is and how to get off it Full show notes and resources: servextra.com Subscribe & listen: Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu?si=70c11c4b09aa4dec Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507 All episodes: https://www.servextra.com/episodes/

    40 min
  4. How to Handle Any Customer Objection (Using Skills You Already Have)

    Apr 29

    How to Handle Any Customer Objection (Using Skills You Already Have)

    Every tech knows how to troubleshoot a system. But when a customer objects  (I need to think about it, I need to talk to my spouse, that's more than I expected), most techs stop troubleshooting and start guessing. Chris Elmore shows you that troubleshooting an objection uses the exact same skill you use on every diagnostic call. The only difference is that there's a person on the other end instead of a machine. He names the five most common objections, breaks down the LEAP method, and shows you what happens when you skip the troubleshooting steps — LEAP becomes PLEA, and now you're begging instead of leading. You'll learn: Why an objection is not a no — it's a troubleshooting problem you haven't finished The five most common objections and why they're all the same thing LEAP: why the order matters more than the words Why the troubleshooting skill you use on every diagnostic is the skill that handles objections What happens when LEAP becomes PLEA Full show notes and resources: servextra.com Subscribe & listen: Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu?si=70c11c4b09aa4dec Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507 All episodes: https://www.servextra.com/episodes/

    26 min
  5. Stop Showing All 4 Options at Once (Here's Why You're Losing the Sale)

    Apr 15

    Stop Showing All 4 Options at Once (Here's Why You're Losing the Sale)

    You built four options. You laid them all on the table. The customer's eyes went straight to the cheapest one. This episode fixes that. Chris Elmore breaks down why presenting all four options at the same time costs you money on every call — and teaches the top-down method that uses the trust you've already built to guide the customer toward the best solution. He covers the psychology of forced buys, why four options is the right number, and exactly how to build them using the red, yellow, green diagnostic system. You'll also hear two stories you won't forget — a Hot Wheels toothbrush that explains your entire job as a tech, and a gas station on a hill that will change how you present tomorrow morning. You'll learn: Why showing all four options causes customers to anchor on the cheapest The difference between fun buys and forced buys — and why it matters How to build and present your four options from the top down What to do when the customer says no — the LEAP method Why fighting for your recommendation is the most professional thing you can do Full show notes and resources: servextra.com Subscribe & listen: Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu?si=70c11c4b09aa4dec Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507 All episodes: servextra.com/episodes Hosted by Chris Elmore. Got a question? Reach Chris at elmore@servextra.com

    35 min
  6. Why Customers Push Back on Your Recommendations

    Apr 1

    Why Customers Push Back on Your Recommendations

    A lot of technicians think customer resistance starts at the price. Chris Elmore says it starts much earlier. In this episode, Chris uses a vivid analogy to explain what happens when a technician gives a customer bad news without preparing them first. The result is confusion, defensiveness, and the urge to escape... just like someone reacting to an unexpected explosion. The point is not the drama of the analogy. The point is what surprise does to trust. This conversation breaks down why great technicians still lose customers during the presentation phase, and how to prevent that by setting expectations earlier in the call. Chris explains how the right questions create context, how context creates contrast, and how credibility, agenda, and price help settle anxiety before the diagnosis is ever delivered. He also shows why PRESS PLAY is more than structure... it is a way to make the final recommendation feel logical instead of alarming. If you want smoother calls, less pushback, and more trust when it is time to present options, this episode will help you understand what is really happening inside the customer's mind. If this episode hit home, follow, review, and share it with a technician who wants to run smoother calls and build more trust in the home. Windshield Time exists to help techs grow their skills, their confidence, and their careers. JOIN OUR NEXT LIVE PRESS PLAY TRAINING SERIES:  https://www.servextra.com/press-play-training-series/

    26 min
  7. The One Question That Reveals How Technicians See Their Job

    Mar 18

    The One Question That Reveals How Technicians See Their Job

    "What is your job?" Most technicians answer the same way: fix the problem. But that answer reveals something important—many technicians see their role too narrowly. In this episode of Windshield Time, Chris explains why professional technicians carry a much larger responsibility when they enter a customer's home. A technician isn't just there to repair equipment. They are responsible for discovering the condition of the system, clearly explaining the solutions, guiding the homeowner's decision, and ultimately delivering work that builds long-term trust. Chris outlines the five responsibilities of a professional technician and explains why technicians who understand these responsibilities become far more effective communicators, advisors, and professionals in the home. For technicians in HVAC, plumbing, electrical, and home services, this episode offers a new way to think about what the job really is. If this episode helped sharpen the way you think about the job, follow the show, leave a review, and share it with a technician who's serious about becoming a true professional. Windshield Time exists for one reason—to help technicians grow their skills, their confidence, and their careers.

    25 min
  8. Technicians: Your Job Isn't to "Just Fix it"

    Mar 4

    Technicians: Your Job Isn't to "Just Fix it"

    If you're a technician who believes your job is to "just fix it," this episode will challenge that mindset. In this episode of Windshield Time, Chris Elmore sits down with Joe Bates, owner of Northern Air Plumbing & Heating, to break down what separates average service technicians from true professionals. A technician's job is to diagnose the entire system, tell the story of what's happening, and explain what it takes to make it work the best, last the longest, and be the safest — even if that means replacement. Inside this episode: • Why "just fix it" keeps techs stuck at sixes and sevens • How settling customer anxieties increases trust and closes jobs • Why system diagnosis beats patchwork repairs • How HVAC sales starts with clarity, not pressure • Why professional technicians practice more than they perform • How physical fitness impacts longevity in the trades • Why learning outside the clock separates average techs from leaders If you want to grow as an HVAC technician, plumbing technician, or electrical service professional, this episode lays out what owners actually notice and reward. Because pros don't just fix. They diagnose, communicate, and lead the conversation. If this episode challenged how you show up in the home, follow the show, leave a review, and share it with another technician who wants to move beyond "just fixing it." Windshield Time is for home service professionals who want to master in-home service and sales. Service Excellence Training & Workshops https://www.servextra.com

    44 min
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4.7
out of 5
32 Ratings

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 - 2026
  • Episodes
    100
  • Rating
    Explicit
  • Copyright
    © Service Excellence Training
  • Show Website
    Windshield Time

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