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.
Inside This Episode:
- 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 knowledge kills trust
- How to disarm customers gently—without getting defensive
- The power of physical evidence to win trust
- The real difference between knowledge and experience
Because the truth is, it’s not about proving you’re smarter, it’s about building trust, guiding the customer, and protecting the sale.
