درباره این پادکست 🔗
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.
میزبان‌ها:
فرکانس به روز رسانی:
biweekly
میانگین طول صدا:
38 minutes
مصاحبه های مهمان
انگلیسی
ایالات متحده آمریکا
284 قسمت
از سال 17 آوریل 2013
episodic
آخرین اپیزود 🔗
For an experienced service tech, working alone can start to feel like proof you've made it. Nobody is shadowing you. Nobody is watching you minute to minute. You can handle the calls.
That's also where you can start getting stagnant.
In this episode of Windshield Time, Chris Elmore challenges tec…
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اپیزود قبلی 🔗
Every tech has had this write-up. The outlet in his garage was cracked and gummed up. You told him it wasn't safe, because it wasn't. He said no.
Here is why. He has never been shocked out there. It has never tripped on him. So what you told him was a story about something that has never happened.…
Every tech has had this call. You found the problem. You showed them the fix. They said no. So you blame the price. But the price wasn't the issue. You asked questions to get answers, and that's all you got. You never gave them a reason to trust you.
And you don't get a do-over. One visit. One hou…
How do you get through a long day of service calls without burning out? Almost none of it is external. It's what's between your ears.
Start with your morning ritual. A routine can be interrupted or thrown off. A ritual has enough meaning that you do it no matter what.
That's the three Ds: duty, …
Most customers object for two reasons: lack of trust and lack of value. Someone who doesn't seem to know what they're doing because they can't communicate well is less valuable.
So Chris walks the 3 Cs... competence, confidence, and control.
Competence is the minimum level of technical excellenc…
Your tech hears "too expensive," packs up, and rolls to the next call. Another lost ticket... and he'll tell you the customer was just a cheapskate. But he didn't diagnose anything. He guessed. In this episode of Windshield Time, Chris Elmore breaks down the Anatomy of an Objection... how to diagno…
A typical service call runs two hours. But only about 30 minutes of it is spent face to face with the customer, and that small window is where trust gets built and decisions get made.
Most techs have never realized how little time they actually get, or how much rides on it.
Chris Elmore walks th…
A customer gets defensive the second you bring up money. It feels like it came out of nowhere. It didn't. You lost them the moment you walked up to the door and failed to set a single expectation.
Chris Elmore breaks down setting and resetting expectations, the skill that decides whether the end o…
_*]: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-…
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. …
سلب مسئولیت: پادکست و آثار هنری تعبیه شده در این صفحه متعلق به Chris Elmore است که متعلق به صاحب آن است و به Listen Notes، Inc وابسته یا تایید نشده است.
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‐ Benjamin "Llamacorn" Franklin
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