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How Familiarity Can Kill Trust (And How to Avoid It)
Manage episode 484015211 series 3053630
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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/
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