From Shutdown To $4.75M: The Fix That Changed Everything Windshield Time podcast

48:13

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.…

Windshield Time

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Disarming Difficult Customers: The 3-Step Framework That Actually Works 35:20

8 days ago35:20

35:20

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.…

Windshield Time

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Why Great Salespeople Read People, Not Scripts 43:16

15 days ago43:16

43:16

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: Identify customer personalities using tone, pace, and body language Match your communication style to D, I, S, and C types Handle objections based on the customer's natural behavior Ask better questions that reveal who you’re dealing with Adjust your energy to connect faster and close with confidence 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.…

Windshield Time

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The Truth Behind Multiple Bids and How to Win Anyway 48:18

22 days ago48:18

48:18

Ever been told, “I’m getting a few other bids” or “I want a second opinion”—and didn’t know what to say next? In this episode of Windshield Time, Chris Elmore and James Walker break down how to confidently handle process-driven objections like multiple bids or second opinions. You’ll learn how to avoid getting defensive, build credibility early, and ask the right questions to keep control of the conversation and close the sale without pressure. 📥 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: Why multiple bids and second opinions are usually about trust , not price How to build credibility early and minimize objections before they come up What to say without sounding pushy or defensive Why rolling over and emailing the bid almost always kills the sale How to LEAP through the objection: Listen, Empathize, Ask Questions, Problem Solve Mentioned in This Episode: → LEAP Objection Handling Framework → The 3-Part Trust Filter: Value, Company, Installation → How to isolate what the customer really wants from a second opinion → Why credibility starts the moment you pull up in your truck FOLLOW + REVIEW Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.…

Windshield Time

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How to Handle the Most Emotionally Charged Objection in the Trades 53:42

29 days ago53:42

53:42

Money objections are tough, especially when you hear “I can’t afford it.” In this episode of Windshield Time, Chris Elmore and James Walker dive into one of the most emotional objections techs face in the field. You’ll learn why affordability objections feel so awkward, how to overcome your own money biases, and how to turn a vulnerable moment into a confident path forward. 📥 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: The fundamental difference between “too expensive” and “can’t afford it” Why affordability is more emotional than other objections How to drop your own money biases before every call What to say before you offer financing The LEAP framework for guiding tough conversations Mentioned in This Episode: → LEAP Framework: Listen, Empathize, Ask Questions, Problem Solve → Smart ways to present financing without offending → Real stories from the field (including one with a hidden Ferrari) FOLLOW + REVIEW Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.…

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What to Do When Customers Say “I Need to Think About It" 43:43

5 weeks ago43:43

43:43

Ever heard “I need to think about it” and watched your sale walk out the door? In this episode of Windshield Time, Chris Elmore and James Walker unpack one of the most common—and misunderstood—objections in the field. Learn what that phrase really means, why it’s usually a smokescreen, and how to respond without being pushy, salesy, or awkward. You’ll walk away with tools to turn vague brush-offs into confident conversations that move the sale forward. 📥 Download the FREE Objection Handling Playbook — loaded with scripts and strategies to help techs close more: https://www.servextra.com/objection-handling-playbook-download/ What You’ll Learn: How to decode “I need to think about it” The LEAP Framework for handling objections A 5–10 Minute Soft Close strategy Clarifying questions that uncover real concerns How to stay confident, calm, and in control Mentioned in This Episode: → LEAP Framework: Listen, Empathize, Ask Questions, Problem Solve → Clarifying Question Sequence → Windshield Time Sales Training for Techs FOLLOW + REVIEW Enjoyed this episode? Follow us and leave us a review. Then share it with a teammate who needs to hear it.…

Windshield Time

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From Shutdown to $4.75M: The Fix That Changed Everything 43:15

8 weeks ago43:15

43:15

In today’s episode of Windshield Time, hosts Chris Elmore and guest Jack Arnold dive into the game-changing mindset shifts that helped turn a drowning electrical business into a $4.75 million success story. Jack was $250,000 in debt, working until 1 a.m., and ready to shut the doors—until one conversation flipped the switch. 🎧 Tune in to learn: The moment Jack knew he had to bet on himself Why offering flat-rate pricing and options changed everything The diagnostic tool that boosted revenue and technician confidence How clear systems turned good techs into top performers What most contractors overlook when trying to grow If you're stuck, scaling, or searching for a better way—this episode gives you the roadmap. FOLLOW + SHARE If this episode lit a fire under you, share it with another contractor who needs to hear it. And don’t forget to leave a review and follow Windshield Time so you never miss an episode. Go out and Turn Learning into Earning!…

Windshield Time

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How to Handle "I Need to Talk to My Spouse" Without Losing the Sale 40:23

12 weeks ago40:23

40:23

In today’s episode of Windshield Time, hosts Chris Elmore and Harold “J-Dub” James Walker Jr. tackle one of the most challenging and frustrating objections in the home service world — “I need to talk to my spouse.” They break down why this objection is so powerful, what it really means, and why many techs handle it the wrong way. Chris and James share practical scripts and techniques you can use today to follow your customer onto their sacred ground without getting shut down. If you’re looking for a nugget of wisdom to up your service game, this episode has it. Listen now and learn how to turn a roadblock into a trust-building conversation. Want to go even deeper? Download our free Ultimate Objection-Handling Playbook, packed with proven strategies and scripts for handling the five most common objections in the field. 👉 Grab the Playbook here The coaches at Service Excellence have worked with over 1,000 service companies, learning to avoid costly mistakes and maximize sales performance. If you’d like to dive deeper into this topic or others, contact Chris or James directly! 📞 Chris Elmore: 254-733-7109 | ✉️ elmore@servextra.com 📞 James Walker: 254-230-5266 | ✉️ james@servextra.com Go out and Turn Learning into Earning!…

Windshield Time

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The Truth About Pricing Pushback: Handling Money Objections Right 42:47

14 weeks ago42:47

42:47

In today’s episode of Windshield Time , hosts Chris Elmore and Harold “J-Dub” James Walker Jr. dive deep into one of the biggest challenges in sales—handling money objections like a pro. Whether a customer says, “That’s too expensive,” “I need to think about it,” or “I just can’t afford it right now,” how you respond can make or break the sale. Chris and J-Dub explain the difference between objections and denials, why price pushback isn’t always about money, and how to navigate these conversations confidently without sounding like pushy salespersons. They reveal key strategies for separating the real issue from the smokescreen, building trust, and presenting solutions that customers say yes to. If you’re looking for proven techniques to increase your closing rate and master sales conversations, this episode is packed with actionable takeaways. Don’t leave money on the table—listen now! The coaches at Service Excellence have worked with over 1,000 service companies, learning to avoid costly mistakes and maximize sales performance. If you’d like to dive deeper into this topic or others, reach out to Chris or James directly! 📞 Chris Elmore: 254-733-7109 | ✉️ elmore@servextra.com 📞 James Walker: 254-230-5266 | ✉️ james@servextra.com Go out and Turn Learning into Earning! 🎧 Download the Podcast!…

Windshield Time

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Getting 1% Better With Atomic Habits 48:44

16 weeks ago48:44

48:44

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. explain the concept of 1% improvments, and why making them day in and day out compounds over time. They also pull from the James Clear's book "Atomic Habits" to explore how you can implement this idea today! 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 elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!…

Windshield Time

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The Number One Thing To Do In The Home 51:20

18 weeks ago51:20

51:20

In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. pose the question, "What is the number one thing to do in the home?" Chris and James give great answers that range from establishing confidence to demonstrating professionalism. 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 elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!…

Windshield Time

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Closing the Sale is Natural 44:12

21 weeks ago44:12

44:12

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 elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!…

Windshield Time

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Asking Great Questions With LEAP 45:08

24 weeks ago45:08

45:08

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 elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!…

Windshield Time

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Three Ways Clients Pay: Money, Time, and Emotion 44:48

26 weeks ago44:48

44:48

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 elmore@servextra.com James Walker: 254-230-5266 or james@servextra.com Go out and Turn Learning into Earning!…

Windshield Time

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Handling Objections, A Christmas Story 46:51

28 weeks ago46:51