How Great Techs Present Findings Without Losing the Customer
Release Date: 06/04/2025
Where Profit Slips Away in Home Service Businesses (And How to Fix It)
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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...
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Why a “Simple Fix” Costs $400: Showing Customers the Real Value of Service
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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,...
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How Technicians Build Confidence & Stay in Control of Service Calls
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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...
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The 3 C’s Every Service Technician Must Master (Confidence, Competence & Control)
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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...
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Why Authority and Scarcity Make Customers Say “Yes”
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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...
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How Trust and Social Proof Close Calls Before Price Matters
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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...
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Reciprocity and Consistency Win Jobs Before Price Matters
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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...
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6 Psychological Skills Every Tech Needs to Win Trust in the Home
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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...
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Handling Know-It-All Customers Without Getting Defensive
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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...
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How Techs Earn the Right to Tell Customers "That’s a Bad Idea."
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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...
info_outlineEver 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:
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The “bomb blast” effect: why customers shut down
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The 7-step findings presentation framework
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How to avoid the “I also found…” death spiral
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The importance of linking symptoms to causes
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When to give customers space—and when to stay close
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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/
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