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.
Inside This Episode:
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
