Windshield Time

Every service technician learns the trade, but not every tech becomes great. Why? Because technical skills alone won’t cut it. In this episode of Windshield Time, Chris Elmore and Jesse Olson (owner of The Happy Outlet) break down the 3 roles that separate great technicians from average ones: Client Delighter: Customers remember the experience more than the repair. Problem Solver: Clear communication and long-term solutions matter as much as technical fixes. Revenue Producer: Stewardship, efficiency, and profitability fuel growth for both the company and the tech. You’ll also learn why practice and preparation matter as much in the trades as they do in pro sports or medicine — and how techs can apply discipline to build lasting careers. If you’re in HVAC, plumbing, or electrical and want to move from “good” to “great,” this episode gives you the roadmap. 📥 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.

Most home service owners think about growth in terms of calls booked, revenue, and trucks on the road. But profit often slips away in the small, hidden gaps inside the business. In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker break down the areas where money leaks out of HVAC, plumbing, and electrical companies — and how leaders can tighten up processes to keep profit in the business. Here’s what you’ll learn: The most common places profit gets lost in service companies Why callbacks and breakdowns in communication eat away at margins How to connect CSRs, techs, and managers so the whole team protects profit Practical systems to reduce waste and strengthen your bottom line Real-world examples from contractors who have turned leaks into growth If you’re growing revenue but not seeing more money in the bank, this episode will help you find the gaps and fix them. 📥 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.

Every trade faces it — HVAC, plumbing, electrical: You show up, diagnose the problem, replace a part, and 20 minutes later the system is running again. The invoice? $400. And the customer says: “Why am I paying so much for something that looks so quick and simple?” In this episode of Windshield Time, Chris Elmore and James “J Dub” Walker unpack one of the most common challenges in the trades: explaining the true cost of service calls. Here’s what you’ll learn: -Why customers confuse time and parts with value -The real cost of rolling a truck — labor, benefits, overhead, marketing, fuel -How to show customers they’re paying for comfort, safety, expertise, and peace of mind -Why diagnosis and communication matter more than the part itself -The “squeaky floor” story — how one nail can be worth $400 when backed by skill and a guarantee If you’ve ever had a customer push back on pricing, this episode will give you the tools and language to defend your value and protect your professionalism. 📥 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.

Every great service technician knows the 3 C’s: competence, confidence, and control. But how do you actually build them? In this episode of Windshield Time, Chris Elmore and James “J Dub” Walker break down how technicians can go from just “knowing the work” to leading conversations with customers and closing calls with confidence. Inside this episode: -Why competence always comes first (skills + knowledge = confidence) -The role of personality profiles (High S & High C) in shaping confidence -Why asking for help is growth, not “faking it” -How to handle customer objections without losing control -The secret to translating technical jargon into customer-friendly language -Why questions restore control when conversations go sideways Whether you’re in HVAC, plumbing, or electrical, this episode will help you turn technical competence into customer trust, stronger communication, and more closed 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/ FOLLOW + REVIEW Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.

What makes a great service technician? It’s not just tools or technical knowledge—it’s mastering the 3 C’s: Confidence, Competence, and Control. In this episode of Windshield Time, Chris Elmore and James “J Dub” Walker dive deep into how HVAC, plumbing, and electrical technicians can build the skills and mindset that customers trust. Here’s what you’ll learn in this episode: -Why confidence is contagious and how it builds customer trust -The difference between knowledge, competence, and wisdom in the trades -Why practice and repetition are the keys to mastery -Balancing efficiency, effectiveness, and technology in troubleshooting -How mentorship accelerates growth for young technicians If you’ve ever struggled with imposter syndrome, or wondered how to bridge the gap between knowledge and true competence, this episode will give you the tools to lead every service call with authority. 📥 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.

Every buying decision is shaped by psychological triggers. In this episode of Windshield Time, Chris Elmore and James Walker break down two of the most powerful influence principles (Authority and Scarcity) and show how they apply to every in-home sales call. Here’s what you’ll learn: -Why customers trust authority and how to position yourself as a credible expert -How scarcity drives urgency and action (without manipulation) -Real-world service call examples of authority and scarcity in play -The mindset shifts that make influence feel natural, honest, and human If you want to close more jobs and win trust without lowering your price, this episode will show you how. 📥 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.

Why do customers say “yes” to one tech and “no” to another? It often comes down to two overlooked influence skills: Consensus and Likability. In this episode of Windshield Time, Chris Elmore and James Walker break down how people look for social proof before making a decision, and why being liked and trusted can outweigh the cheapest price. Here’s what you’ll learn: -The “safety in numbers” effect that makes buyers feel confident in choosing you -How to localize consensus so customers can relate to others who’ve made the same choice -Why likability builds trust faster than technical knowledge alone -How to avoid using influence tools as manipulation—and earn genuine decisions -Practical scripts and mindset shifts to help you guide customers toward yes If you want to increase your close rate, build credibility, and make buying easy for customers, this episode is a must-listen. 📥 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.

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

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

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

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

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.

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.

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.

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.

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.

“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.

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.

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.

The best sales pros don’t just follow a script—they read the person in front of them. In this episode of Windshield Time, Chris Elmore and James Walker break down how understanding personality types (like DISC) helps techs adapt faster, build trust, and close more calls without sounding robotic. You’ll hear exactly how to spot a Driver at the door, how a Stable personality might hide their objections, and how to adjust your tone and questions to connect faster with each type. 📥 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/ What You’ll Learn: Mentioned in This Episode: → DISC Behavioral Profile: Driver, Influencer, Stable, Compliant → How each personality type responds under pressure → Roleplay examples of matching tone and tempo FOLLOW + REVIEW Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.