Windshield Time Episodes

Today, on Windshield Time, our hosts Chris and Chris are here to talk about urgency. Prices have been going up since the COVID-19 pandemic began and now current issues with the supply chain mean that prices are not just going up by the average 5-10% but are easily increasing by 2-4 times. Copper prices have …

It’s pretty common for professions like the home trades to be viewed as less important than other professions, like in the medical field. Contrary to popular belief, the mindset of being a technician is very similar to that of a doctor, people just don’t see them the same way. When it comes down to it, …

If you do a good job as a technician, you can expect to visit customers more than once. If you have your PRESS PLAY process down, how do you use it on repeat customers? Introducing Yourself First impressions are so important, but what happens if you’ve already served that customer? Should you count on the …

You may have a good idea in your mind about the best way to act and speak when on a service call. You might even be implementing some of the techniques you’ve learned from previous Windshield Times or Service Excellence classes. But no matter how much you think you know, there’s always more to learn. …

 The third step of the PRESS PLAY process is E: Evaluate with questions. What are you, as the technician, supposed to ask your customers and how should you be using the answers? We’re going to discuss why this step is so important and get into the nitty-gritty of how questions should be used as …

It may sound like an easy task to take your evaluation of a system and present your findings and recommendations to the customer, but is it that simple? Synthesizing your checklist and findings into options for the customer is one thing, but we all know that the customer is looking for the best thing to …

No matter what kind of customer you are dealing with on your service call, there will always be certain personalities or behaviors that you relate with most. This doesn’t mean that there is a perfect kind of customer, but you will find that some customers are more helpful, open, engaged or relate to you better …

One of the most difficult things to learn as a trades professional is how to successfully portray yourself as the industry expert you are. Between stereotypes, assumptions and biases, it can be easy for customers to discount your professional opinion or not take your recommendations seriously. But similarities in our job fields can be found …

Matthew’s Story Matthew is the son of a business owner, which molded who he is today. Some of his earliest memories are of crawling around on ductwork, fetching tools and doing tasks for workers on site and spending summers dragging water hoses through apartment buildings to rinse off condensers.  He learned the industry thoroughly and …

Every single technician, salesperson or customer service representative has been handed a script at some point in their career. When you were handed this prescribed set of words to use on the job, you likely resisted using them. You’re not a robot, so why do your words have to be so structured? Scripts Make The …

Before you head straight for the problematic AC unit or water heater in your customer’s home, take the time to start the customer experience off right. There are some simple steps that you could be taking that will make your customer interactions easy, relatable and high quality – just start doing them! Steps To Creating …

Taking the time to take care of your customers can sometimes mean more than providing the exact service in your job description. Going the extra mile to understand your customers can pave the way for a better relationship and open the door for a bigger sale or an easier sales call. Pay Attention To Your …