Windshield Time

Meet Joe Person

In today's Windshield Time, Chris and James are joined by special guest Joe Person, the newest member of the Service Excellence team! Joe isn't actually new though, as he has spent many years with the company in the past and is welcomed back with open arms. Check out this episode to hear the guys catch up and get your first glimpse of our new Inside Salesperson!

Handling Holiday Objections

In today's Windshield Time, Chris and James discuss the elephant in the room that looms at the end of every year for salespeople around the country: the holiday objection. Check out this episode to hear how our hosts filter this objection through Service Excellence's PRESS PLAY system to create more success this holiday season!

Cheaper Online

In today's Windshield Time, Chris and James discuss how in the age of the internet, potential clients can reach for their phones, go to Google, and say, "This service is cheaper at another company!" Treat this like an objection and problem-solve by preparing for the pushback before the call!

Breaking Down Objections

In this episode of Windshield Time, Chris and James delve deeper into our last discussion on objections. Join us as we explore the art of truly assisting clients by empathetically listening to and comprehending their challenges. Instead of merely selling, we'll uncover the power of guiding them through decisions, making the process more about support and understanding than a transaction. Tune in for valuable insights on transforming conversations into meaningful connections.

The Basics of Handling Objections

In this week's episode of Windshield Time, Chris and James take a trip in the way back machine and cover an old and well-documented topic: handling sales objections. Tune in to hear our hosts cover this tried and true talking point and explore their insights and opinions on the matter.

PRESS PLAY in 3 Acts

In this week's episode of Windshield Time, Chris and James sit down to condense one of Service Excellence's most core methods of training. Tune in to learn about the three acts of PRESS PLAY: Bond, Discover, and Secure.

Translation… Again

This week's Windshield Time podcast showcases Chris and James rehashing a topic discussed back in episode 51: Do your customers actually understand what you're saying? In other words, how do you interact with clients in a way that goes to their heart instead of their head? Check out this episode and hear the tools you can leverage to better communicate your value in the field!

An Ethical Dilemma

In this episode of Windshield Time, Chris and James sit down to explore an interesting scenario: When a customer wants to buy something they know they don't really need, is there an ethical dilemma at play? Join them as they have a thoughtful conversation about how to approach this scenario and discover how it's essentially a lesson in understanding the genuine needs of the customer!

What Do You Know and When Do You Know It?

On today's episode of Windshield Time, Chris Elmore and James Walker reunite to talk about doing your homework before stepping into a client's home. Wouldn't you want your doctor to check your medical chart before a visit? Be sure to check your client's chart before your next service call so you can provide more value, professionalism, and a better customer experience!

The 5 Fundamental Principles of a Great Solution

In today's episode of Windshield Time, Chris and James go over the five fundamental principles of finding great solutions by creating multiple creative, professional, and quality options for clients.

FORM with Dr. Kerry Webb

In this week's episode of Windshield Time, Chris is joined by fellow Service Excellence team member Dr. Kerry Webb! We hear them talk about Kerry's history serving the home services industry, Kerry's upcoming college-level training program for service managers in the trades, and more!

Less Common Objections

In this week's episode of Windshield Time, Chris and James share today's pro-tip: using a customer's personal timeline to build context for the age of their system. They also share non-S.T.E.A.M. objections you may encounter and how to respond when faced with them.

Silence Is Your Friend

In this week's episode of Windshield Time, Chris and James outline ways to identify when your discussion of a sale with a customer helps you convey its proper value and when you're overjustifying it. Tune in to find out how to qualify the budget, ask what the customer is thinking and overcome objections, especially when it comes to big-ticket items!

Decision Bombs

In this week's episode of Windshield Time, Chris and James explore ways technicians can prepare customers for bad news while out in the field. Whether the job will cost more than they are expecting or you find other issues during the call, find out how you can make them feel comfortable enough to make a last-minute decision bomb.

Using Your Checklist

In this week's episode of Windshield Time, Chris and James discuss the utility of diagnostic checklists across the trades and how they vary between industries. Tune in and find out what to do when faced with customer objections about the relevance of a broad inspection.

Lost In Translation

In this week's episode of Windshield Time, Chris and James explain how communicating technical language in a customer-friendly way can lead to miscommunications. From directions or concepts to overall value, many things can get lost in translation on service calls.

Differences Between Service & Maintenance

In this week's episode of Windshield Time, Chris and James discuss what the differences are between service calls and maintenance calls. They share how a customer's expectations vary across types of calls and ways technicians can train, prepare and adapt to them accordingly.

Handling Unreasonable Customers

In this week's episode of Windshield Time, Chris and James discuss how you can create additional value for the customer in ways beyond just monetary means. Together, they break down the psychology behind determining value and its connection to DISC profiles.

Creating Additional Value

In this week's episode of Windshield Time, Chris and James discuss how you can create additional value for the customer in ways beyond just monetary means. Together, they break down the psychology behind determining value and its connection to DISC profiles.

Price Sensitivity

In this week's episode of Windshield Time, Chris and James discuss their theory on price sensitivity with clients and customers, including how to navigate it when you're in the field.

The Picture Of Opportunity

In this week's episode of Windshield Time, Chris and James talk about how you can use non-technical information in the field to recognize and understand when there is an opportunity to provide additional, useful services to a customer.

The 5 Keys To A Great Replacement Lead

In this week's episode of Windshield Time, Chris and James talk about feeling aligned when leading people and how ensuring that the customer understands: the cost of repair vs. replacement, the price range of replacing, why replacement is the best option, the process of the transaction and booking an appointment ASAP are the 5 keys to a great replacement lead.

The RE in PRESS PLAY

In this week's episode of Windshield Time, Chris and James talk about what the RE in PRESS PLAY means and why these skills are important out in the field. Building a strong Relationship with the customer is the key to getting your foot in the door. Then, use your rapport to Explore their concerns by asking smart questions, showing your interest in the client's needs. Establishing trust allows you to gain valuable insights on the problems in their home, so you can discover their pain points and recommend an effective solution.

FEAR

In this week's episode of Windshield Time, Chris is joined by our NEW interim host, James Walker, to talk about being held back by fear of failure on the job while getting to know more about J-Dub.

Farewell To Loudermilk

On this special episode of Windshield Time, the Service Excellence team bids farewell to longtime friend and coach, Chris Loudermilk. Tune in to hear Chris and Chris reminisce and chat one last time.

Multiple Bid Objections Revisited

This week on the podcast, your hosts Chris and Chris Revisit the ever-present Multiple Bids  Objection.

DISC Profiles & Objections

This week on the podcast, your hosts Chris and Chris continue their series DiSC profile. This week: DISC Profiles & Objections

Presenting to DISC Profiles

This week on Windshield Time your hosts Chris and Chris discuss presenting to DISC Profiles.

The High C Profile

The High C profile is one of the most interesting of the DiSC profiles: equal parts precise and yet very concerned about being wrong or being given false information.

The High S Profile

This week on the Podcast, Chris & Chris continue their journey through the DiSC profile. This time, a deep dive into High S types!

Your Client’s Perception

It's easy to assume we know what the customer expects from service professionals, right? We’re late, dressed in t-shirts with holes in our pants - we don’t wear belts and the evidence shows every time we bend down. Or is that the case?

The High I Profile

In this episode, hosts Chris and Chris are joined by new coach: Mike to continue their talk on the DiSC profiles and talk about the High I Profile.

An Introduction to DISC Profiles

In this episode of Windshield Time, hosts Chris and Chris go over an introduction into DISC profiles and how they can benefit your business.

Are You Ethical?

In this episode of Windshield Time, hosts Chris and Chris discuss ethics in business.

Practice Makes Perfect

This week on the podcast, your hosts: Chris & Chris, talk about the importance of practice.

Creating Authentic Urgency

This week on the podcast, Chris & Chris discuss urgency and proof on service calls.

Modifying The Process For Existing Customers

This week on the podcast, Chris & Chris answer a listener question: How to upsell to existing customers.

What Do Customers NOT Like?

This week on Windshield Time, Chris & Chris discuss the things about techs and salespeople that customers don't like. Spoiler alert: it's not technical! Tune in to learn more!

Asking Questions & Using Answers

This week on the podcast, Chris & Chris discuss asking questions and giving answers.

Making A Purposeful Presentation

Join Chris, Chris and Matthew as they discuss the power of a purposeful presentation.

What’s The Best Kind of Customer?

This week on the podcast, Chris and Chris discuss the best and worst customers to have and how to handle the more difficult ones. Stay tuned!

Presenting Like A Professional Technician

This week, Chris Elmore and guest Matthew Barbosa talk about presenting to the customer like an expert. Stay tuned!

Introducing Matthew Barbosa!

In this episode of Windshield Time, Chris and Chris introduce a new team member. And, no, his name is not Chris. We're excited to welcome Matthew Barbosa as the newest member of the Service Excellence team.

Your Personal Script

The Ease of Creating a Remarkable Experience

On this special "On the Road" episode of Windshield Time, Chirs & Chris talk about creating a remarkable experience for you and your clients.

Building Relationships

In this week's episode of the podcast, Chris and Chris discuss building relationships.

Special Guest Mark Bruckbauer

In this episode of Windshield Time, Chris and Chris bring on special guest, Mark Bruckbauer, who is the newest coach at Service Excellence. Stay tuned to get to know Mark!

Asking the Customer to Buy

This week on the podcast, Chris Elmore and Chris Loudermilk talk about how you should be asking the customer to buy, but not before you’ve earned the right to ask.

How to Sell Seemingly Unrelated Items

This week on the podcast Chris Elmore and Chris Loudermilk talk about selling the seemingly unrelated items on a call. A customer calls for one of three reasons: a problem, maintenance, or a quote.

Handling Sales Calls: Begin With The End

This week on the podcast Chris Elmore and Chris Loudermilk talk about preparing for the end at the beginning. Every service call is unique; however, you should always start every call the same way.

How to be Courageous in Your Work

We are finally back! This week on the podcast Chris Elmore and Chris Loudermilk talk about what it means to be courageous as a technician or salesperson.

Handling the “That’s Too Expensive” Objection

This week on the podcast, Chris and Chris continue discussing how to handle objections with “That’s too expensive” and “I can’t afford it”. These objections can get confusing because they can mean the same thing.

Windshield Time: Handling the Think About It Objection

This week on Windshield Time, Chris and Chris discuss how you should handle the “I want to think about it” objection. This objection can be the vaguest of all the objections you will get from a customer.

Windshield Time: Handling the “Talk to My Spouse” Objection

This week on the podcast, Chris and Chris talk about handling one of the most awkward objections: “I need to talk to my spouse.” 

The Customer’s Expectations

This week on the last podcast of the year, Chris Elmore and Chris Loudermilk talk about the customer’s expectations. Your customer has an expectation of how the call will go before you even get there.

How to Overcome the Fear of Using Your Knowledge

This week on the podcast, Chris Elmore (the host) and Chris Loudermilk (the assistant to the host) talk about the ways you can overcome your fear of implementing the techniques you learn for communicating with the customer.

Don’t Be a “Mall Cop” Tech

Today on the podcast Chris and Chris talk about the presentation you should be making to your customers on every call. Most techs will report back to the customer with all of the issues they found.

Leap Through Objections

All of you will face objections of one type or another when asking your customers to buy. On this episode of the podcast, Chris and Chris show you how to LEAP through Objections.  

Age and Lack of Maintenance

On this episode of the podcast, Chris and Chris talk about something that makes everything fail eventually: Age and lack of maintenance.

You Gotta Have a Strong FU (Follow Up) Game

This week on the podcast, Chris and the Assistant to the Host, Chris Loudermilk discuss the FU – Follow Up game. You must have a great FU game to be great at converting opportunities.

Throwback: Expert Consultant

In this episode of the Service Contractor Radio Show, we're sharing one of our episodes from the past. This podcast is all about finding your worth, becoming a better provider and coming into your own as an expert consultant.

Making a Great Case

Today on the podcast, Chris and Chris talk about making a great case for the customer to take your professional recommendation.

Prescriptions Aren’t Just for Doctors

In this episode, Chris & Chris discuss prescriptions. We use "Prescriptions" in the PRESS PLAY model. And not by coincidence.

Introducing Kenny Smith!

Converting the One-Time Tune-Up or Inspection

This week on the podcast, Chris & Chris discuss how to convert the one-time tune-up or inspection. It’s an old strategy used to attract new customers with a low-cost one-time tune-up or inspection. 

What Does “Professional” Really Mean?

Today on the podcast, Chris Elmore and his sidekick, Chris Loudermilk, discuss what "professional" means in the trades. While it can mean something different to everyone you ask, the guys give their opinion on what "professional" means to them.

Special Edition: Interview with Mark Stepowoy

In this special edition of The Service Contractor Radio Show, Todd Liles interviews Mark Stepowoy, owner of 24 different Roto-Rooter franchises across the midwest region of the country.

Don’t Be That Tech

This week on the podcast Chris Elmore and Chris Loudermilk talk about “That Tech.” You know who we mean. Hopefully, it isn’t you. That tech is the one with the bad attitude about everything. Listen to this week's show for a passionate discussion about “That Tech.” Don’t be that tech.

Needs vs. Wants

This week on the podcast Chris Elmore and Chris Loudermilk discuss needs versus wants. You have to be good at recognizing the difference and identifying both with your customers.

Repair Versus Replace

On this week’s podcast, Chris Elmore and Chris Loudermilk discuss repair versus replace. This can be a controversial subject depending on where you are on the spectrum from “fixing it until you can’t” and “replacing it as soon as it can be”.

The Whole Home Inspection

On the podcast today, Chris Elmore and Chris Loudermilk are discussing the whole home inspection. Specifically, they talk about how to make it make sense for the customer.

All Things Pricing

This week on the podcast, Chris Elmore and Chris Loudermilk discuss all things pricing. Many technicians have issues with pricing or presenting what they perceive as expensive repairs or replacement options.

The Language of Service and Sales Part Deux

This week on the podcast, Chris & Chris continue their discussion on the Language of Sales. There were lots of requests for more on this topic. Listen to find out how they broke it down.

Inside the Mind of Chris Loudermilk

This week on the podcast, we take a trip into the mind of Chris Loudermilk. Chris Elmore (the host) gave Chris Loudermilk (the sidekick) the opportunity to choose three topics to discuss. Listen to find out what they discuss.

The Language of Service and Sales

On this week’s podcast, Chris Elmore & Chris Loudermilk discuss principles of the language of sales and service.

What’s Different and What’s The Same

This week on the podcast, Chris Elmore and Chris Loudermilk continue their conversation about the response to the coronavirus. This week they focus on what has changed but also what has stayed the same. 

In-Home Service and the Coronavirus

This week on the podcast, Chris Elmore and Chris Loudermilk discuss the most current event – the Coronavirus. They give their insights and what they recommend form a customer service perspective.

Prescriptions Part 2 – Handling Objections

This week on the show, Chris and Chris resume their talk about the second P in PRESS PLAY, Prescriptions. Any time you ask a customer to buy from you there is the possibility of objections. Here is the process for understanding and handling objections.

Outbound Calling for CSRs

This week, Chris Elmore and Brandy Loudermilk discuss Out-Bound Calling. This podcast has elements for managers, CSRs, and technicians.

PRESS PLAY – Prescriptions

This week on the show, Chris and Chris talk about the second P in PRESS PLAY, Prescriptions.

Client Profile with Jack Arnold

In this week's podcast, Jack Arnold of Arnold Electric Services joins Chris Loudermilk to discuss his company and his experience with Service Excellence Training.

Creating a Culture that Attracts and Retains Great People

This week on the podcast, Chris Elmore talks to Vicki Suiter, founder of Suiter Business Systems and author of The Profit Bleed: How Managing Margin Can Save Your Contracting Business.

Performance Pay

This week on the podcast, Terry Barrett Joins Chris Elmore to discuss Performance Pay. This remains a controversial topic for most everyone in the trades mainly due to the uncertain nature of it.

The High D Profile

In this episode of Windshield Time, hosts Chris and Chris go into greater detail about DiSC profiles as mentioned in their previous episode, today talking about the High D Profile.

PRESS Before You PLAY: System Diagnostic or System Design

This week on the podcast Chris & Chris finish the PRESS Before You Play series with System Diagnostic or Design.

PRESS Before You Play – Settle Anxieties

This week on the podcast, Chris & Chris continue the PRESS Before You Can PLAY series with the first S – Settle Anxieties.

How to Win at the New Year’s Resolution Game

This week on the podcast, Todd Liles joins Chris Elmore to discuss New Year’s Resolutions.

PRESS Before You Can PLAY – Evaluate with Questions

This week on the show, Chris & Chris continue the series PRESS Before You Can PLAY with the E – Evaluate with Questions. Asking the right questions up front is one of the best tools you have for finding the customer’s value points.

PRESS Before You PLAY – Relationship

On this podcast, Chris & Chris continue the series, “You have to PRESS before you can PLAY”, by discussing the R – Relationship Building.

PRESS Before You PLAY- Prepare

On this week’s podcast, Chris & Chris continue to go through “PRESS before you PLAY”. They discuss how to be prepared with M.A.G.I.E.

Holiday Season Stress

The Holiday Season places additional stress on your customers, your team members, and on your business. This week Todd Liles, Brandon Cockrell, James Walker, and Brandy Loudermilk host a special episode of the podcast.

You Have to PRESS Before You PLAY

On this podcast, Chris and Chris discuss why you must “PRESS” before you “PLAY”. This means you have to earn the right to ask the customer to buy.

Overcoming Your Fears of Selling

On this podcast, Chris Elmore and Chris Loudermilk talk about how to overcome your fears of selling. Most of us sell something in our daily lives.

You Should Offer Options to Your Customers

In this episode, Chris Elmore and Brandon Cockrell discuss the importance of offering your repairs or replacement solutions in a cumulative options format.

You Should be Using a Diagnostic Checklist

On this week’s podcast, Chris Elmore and James Walker talk about why you should be using a diagnostic checklist in your business.

The Power of Questions

On this week’s podcast, Chris and Chris discuss the Power of Questions. Questions can be one of the best tools for you in the home. Questions allow you to uncover more information than just what you’re asking.

Maximizing Maintenance Inspections

On this week’s podcast, Chris and Chris talk about how to maximize maintenance inspections. With the weather cooling down, HVAC companies are beginning their heating maintenance inspection cycle.

The Little Things

On this week’s podcast, Chris & Chris talk about the little things that may cost you big if you overlook them. Chris Loudermilk tells a recent hunting story and what he learned.

Asking for the Order

In this week’s podcast, Chris Elmore and Brandon Cockrell discuss a very important part of the service call process – Asking for the Order.

Working with Family in Business

In this week’s podcast, Chris Elmore & James Walker give their perspectives on working with family in business.

Service Agreements with Terry Barrett

Service Agreements can be a huge benefit to your company, but many contractors struggle with converting more than 10% of their clients into Service Agreement Members.

Building a Performance Culture

On this week’s podcast, Chris and Chris talk about building a performance culture.

Pet Peeve – Swinging for the Fences

This week, Chris and Chris talk about a few pet peeves. They’re actually the same – both Chris and Chris really have a problem when companies, techs, or salespeople “swing for the fences” or “hunt whales” when it comes to opportunities.

The First 15 Minutes

This week, Chris and Chris talk about the first 15 minutes with the customer. This is the most important time with your customer and can make or break the success of the call.

Customer’s Aren’t Dumb

This episode of The Service Contractor Radio Show is for CSRs. Chris Elmore and Brandy Loudermilk discuss how CSRs can handle the price over the phone objection.

Paper v Paperless in the Field. Which is Right for You?

On this week’s podcast, Chris Elmore & James Walker discuss paper vs. paperless for techs in the field. They even throw in a version of plastic as well!

Angie and Ryan Snow of Western HVAC

Angie and Ryan Snow of Western HVAC join me (Todd Liles) on this week’s Service Contractor Radio Show.

How to Give BAD Service

On this week’s Service Contractor Radio Show, Chris Elmore and Chris Loudermilk talk about how to deliver bad service. That’s right…BAD service.

Mid-Year Review

This week on the Service Contractor Radio Show, Chris Elmore is joined by fellow business coach and trainer, Dr. Kerry Webb. Kerry holds a PhD in Business Management, and like Elmore, has seen and helped hundreds of trades businesses all over North America.

Expert Consultant

Are you an expert? In today’s podcast, Chris & Chris talk about what it takes to be considered an expert. Most of you are Expert Technicians, but being an Expert Technician isn’t enough. You also have to be a consultant. Your customer wants you to be both. They want you to be an Expert in your trade.

Sales Killer Waiting to Strike

There is a sales killer on the loose. He is lurking at every job and every proposal you go on. He is waiting for you to skip a value builder and then he will pounce and kill your sale. This week, Chris & Chris talk about the sales killer, and how you can always be sure to sell on value.

Texas State Board of Plumbing Examiners

When this podcast was recorded, the breaking news was Texas legislature was allowing the Texas State Board of Plumbing Examiners (TSBPE) to expire.

Plumbing Add-Ons

This week, Chris Elmore & Chris Loudermilk give you the best ways to get those plumbing add-ons that add extra value and help the customer even more.

Electrical Add-Ons With Jack Arnold

This week, we are joined by Jack Arnold, owner and founder of Arnold Electric in Chicago, Illinois. Jack’s been with us many times before, discussing the growth of his business and how it’s changed over the last year and a half.

From 1.3 to 2 Million with Cody Ringer and Chris Stokes

In this week’s Contractor Radio Show podcast, Todd and Elmore talk to Cody Ringer and Chris Stokes at Champion AC in San Antonio, Texas. In 2018, Cody did 1.3 million in sales, as of the end of May he has already surpassed the million dollar mark. He is well on his way to 2 Million for 2019.

Remembering the “Ventilation” in H-V-A-C

This week’s show focuses on HVAC and Indoor Air Quality. Be sure to subscribe so you do not miss the rest of this series with episodes for plumbers and electricians.

Buying a Business with Adam Bunyard

Adam Bunyard is the owner of Snappy Home Services in Atlanta, Georgia. In the last 18 months, Adam has experienced tremendous growth in his business. For 2019 they are on pace to do $4 million dollars in total services. We are going to talk about that, in addition to other things.

Exciting Things Happening in the CSR Program

The CSR Division of Service Excellence Training is growing. Brady Loudermilk and Todd Liles share some insights into what they are seeing from working with CSRs around the country.

5 Training Myths

In this episode of The Service Contractor Radio Show, Chris Elmore and Chris Loudermilk break down the 5 Myths of Training. Each of these myths can cripple your training objectives and hold your team back from having their best year ever.

Building Value in Your Business

Do you have an exit strategy? This podcast is all about things you should be doing now to build the value in your business. These three items will help you get what you want out of your exit.

5 Things Techs Hate

This podcast is all about the things that drive technicians crazy. Chris Elmore, Chris Loudermilk, and James Walker discuss ways to handle each of these challenging homeowner behaviors.

Meet James Walker: Success Coach

This episode is hosted by Chris Elmore and James Walker. We are excited to bring James onto the Service Excellence Team.

Dave Marquez: Inspired and Happy

In this podcast, Todd Liles and Toby Brodie talk with Dave Marquez about his 50 years in the Plumbing, HVAC, and Electrical fields. Dave has owned his own company for 39 of those 50 years.

Top 5 Things the Best Techs and Salespeople do Every Time.

In this week’s episode, Chris Elmore and Chris Loudermilk share the Top 5 Things The Best Techs and Salespeople Do Every Time. These come from their experience in the field and on ridealongs from all over the country. Our best in home service and sales people do these things on every call. It is the result of practice and persistence.

Leaving Value on the Table

In this week’s podcast, Chris Elmore and Brandon Cockrell discuss some ways you might be leaving value on the table.

Don’t Fix it with Your Mouth

While doing Technician ride-alongs, I’ve noticed a trend. This trend is worrisome. Why? Because it’s costing Plumbers, Electricians, Roofers, and Techs personal income.

Overcoming the Amazon Objection

20 Years ago, homeowners did not have access to parts and prices in the palm of their hand. However, now that is not the case. Homeowners can look up parts and prices while you are in the home or even after you leave.

Tom Hartnett Discusses All Things IAQ

In today’s podcast, I have guest Tom Hartnett on as an IAQ expert. Tom works as a trainer and sales rep for Dynamic IAQ. I had Tom on the show because I had a few questions that I needed answers on. Questions like:

• What are “scrubbers?”
• Is humidity control cost-effective up North?
• Why are some products great, and others are just terrible?

Service Pet Peeves

10 Lessons for when your Business is in Crisis Mode

Client Highlight: Steve’s Plumbing

Steve and Rachel Egner own Steve’s Plumbing in Seattle, Washington. They are highly admired in their personal life and especially in the world of plumbing. They are also two of my very best friends. They are deeply influential in my life, and the lives of many plumbing contractors. They have been positive forces for change, and they have changed my life for the better. I’ll get into some of that in this podcast. I’ll also tell you about the time I thought they were going to fire me. “Why were they going to fire you Todd?”, you may be asking.  Well, it was because I was the bearer of some very hard news. And this news was going to cost them a lot of money! Even though the old saying is, “don’t shoot the messenger,” that’s more of a suggestion really. Most often the messenger is shot, or slowly tortured over time, if the news is especially bad. I was expecting this was going to be my future. But, as Steve and Rachel have always proven, they are not typical people. Which in large part is one of the reasons why I love them so much. The Egners are people of intense integrity. They do what’s right, and they stand very strongly for what they believe in. (This is also what’s so awesome about our relationship. We believe some very different things and we still align perfectly in our integrity.) This conversation gets very real. You’re going to hear from Steve and Rachel about how they were very close to a breaking point in their business. You’re going to learn how they made it through that sticking point.

The Top 3 Things That Are Holding You Back

In this week’s podcast, Chris E. and Chris L. share their top 3 things that are probably holding you back on sales and/or service calls.

1. Your Gear – If you go to the door as a tech with a fully loaded tool bag, tool backpack, or tool belt, the customer sees you as being ready to go to work on the thing. They also think that you don’t have time to talk since you are ready to work. This means you won’t spend as much time as you need to talking to the customer. The same thing happens if you are a salesperson and you immediately open your laptop or tablet when you get in the home.

2. Lack of Courage – Your company is spending money to train you. Hopefully, that training is with Service Excellence Training! If not, you are still getting some training. Be courageous enough to use that training. The lion in the SET logo is a symbol of boldness and courage. It reminds you to be courageous and bold enough to use your training, and to try something new. Handle objections like you’ve been taught. Say the credibility statement like you’ve been told. Do what you know to do.

3. Lack of Relationship – You’ve heard the adage, “People don’t care how much you know until they know how much you care.” This is so true with in-home service and sales. Showing you care difficult if you don’t try to establish a relationship with the customer by recognizing and using profiles. This is impossible to do without spending time in the early stages of the call with the customer. Most likely, the two items listed above are getting in the way of your relationship building. Also, you are probably trying to get through the call to what you consider is the hard part – handling objections. You rush to get there so you can get the sale, or not, and then move on to the next one. Take your time. Get to know the customer.

Forecasting Made Simple

Crush the Holiday Objection

The Long Journey to Becoming a SET Client

In this episode of The Service Contractor Radio Show, Todd Liles discusses the client journey with Larry Waters. Larry found SET in the early days and fought an uphill battle to gain his companies buy in. The loss of a talented team member was the catalyst for change. All companies experience pain. The ones that become SET clients made the decision to stop the pain. Service Excellence Training provides full service consulting and training programs to help your business grow and achieve your goals. In the show, Todd and Larry discuss the Service Excellence Training classroom series:

Jack Arnold Update: The Blessings of Setbacks

Building Value Through Contrast

Doing the Whole Job

Chris Elmore and Chris Loudermilk discuss the importance of a whole home inspection. This is applicable to any trade, plumbing, HVAC, electrical, roofing, and pest control. Leaving a job half done, not only limits your ability to best serve your clients, but it also opens you up to increased complaints and callbacks. This episode of The Service Contractor Radio show is all about helping you to provide the best service possible on every call.

C’s and D’s Get Degrees, but Skills Pay the Bills

Creating Urgency in the Slow Season

The seasons are changing, and demand calls are harder to come by.  Clients are telling you they would like to wait for repairs or replacements. If you are an electrician, plumber, or HVAC Tech, this means a hit to your personal income. As a business owner, it means a decrease in profitability. The great news is we have some powerful ideas to help create urgency even in the slow season. Chris Loudermilk and Chris Elmore discuss service skills you can take with you into clients homes today. These skills will not only help create urgency but will also help you better serve your clients.

Winning with Customer Service

A recent survey found 89% of customers are making purchasing decisions based on the quality of service and not price alone.

In addition, a 5% increase in customer service is shown to boost profits by up to 125%.

In this Podcast Brandy Loudermilk and Chris Elmore discuss how your CSRs can help your company grow by increasing the level of client satisfaction.

10 Things that Require Zero Talent

Chris Elmore and Chris Loudermilk break down the 10 things that require zero talent. You may have heard of this list before, but Elmore and Chris help bring it to life with practical ways you can apply this list to your everyday.

Un”Packing” The PACT 12

Train Him or Replace Him

Today’s podcast is in response to an emailed question from a fan of our content. He is a concerned business owner, and the essence of his question is, “Can unproductive behaviors be trained out of a team member?” This is a great question. Todd Liles and Brandy Rogers discuss how business owners can answer this question.

Serving IS NOT Selling

How to Celebrate

Todd Liles discusses why celebrating with your team is so important. He gives you 6 ways to celebrate that are all under $200. Plus he talks about the hidden benefits of a company retreat. Todd details the first ever Service Excellence Training celebration and how that eventually lead to the First ever Service Excellence Training company retreat at the JW Marriott in San Antonio.

Jack Journey Part 3

The Vacation Podcast

We’ve been taking vacations here at Service Excellence Training. In the last 3 weeks, Chris Elmore went to Ireland, Toby went to North Carolina, and Kerry and I went to Disney. Not together. We each took our own families, but we did go at the same time. All these vacations got me thinking, “maybe we should do a vacation podcast.” So, we did just that, and it was so much fun recording this podcast. In this show, we are going to laugh, tell stories, and generally have a very good time hanging out. If fun isn’t your thing, then maybe you should skip this episode.

Client Highlight Guardian Roofing

In this episode of the Service Contractor Radio Show, Toby Brodie speaks with the owners of Guardian Roofing. Lori and Matt are the owners of Guardian Roofing, they discuss the history of their business, as well as what makes guardian different in the market such as focusing on repairs as well as customer referrals. Matt & Lori also discuss the challenges they were facing that lead them to seek training and consulting from Service Excellence Training. Matt highlights the impact of training on the culture of their company. He also credits the training for increasing average tickets and close rates. The team members have been able to earn more money and the company has seen an improvement on their bottom line.

Demoralizing Leadership Podcast

Challenges in the Busy Season

Chris Elmore and Chris Loudermilk discuss common challenges they help their clients through in the busy season. Challenges like call volume, moral, burnout, and motivation are discussed. Elmore and Loudermilk have some great tips for business owners and technicians to provide better quality service in the peak season.

Successfully Launch A Performance-Based Team Member

In today’s post, you will get a video that reviews the 3 major steps to Successfully Launching a Performance-Based Team Member. This post features two of our Performance Based Team Member.

Jack Arnold Journey Part 2

Jack hated coming to work. He hated going to his office every day. He would come into his office and look online for jobs. He almost took a job pumping gas at the airport. He wasn’t growing his business and had no hope that he would ever grow his business. Then he found Service Excellence Training.

Jack Arnold’s Flat Rate Transformation

In November of 2017, Jack Arnold attended the PRESS PLAY Sales Series and the Business Ignition Series. Since November Jack has been unstoppable in his implementation of new process and procedures to help his company.

Episode 26 – The Best and Worst ways to handle stress

This is Todd Liles, and this is the Service Contractor Radio.  You are tuned into the podcast for Residential Contractors.  Here you will learn how to run your business with purpose and intention.  

I’m here with Thomas Dougherty, how are you Thomas?

The goal?:

1.Grow Your Business and

2.Reduce Your Stress

Introduce Show Topic:  Today’s Show is about how the best and worst ways to handle stress. 

Episode #25 – How to use baby steps to hit your goals

In this session of The Service Contractor Radio Show, I cover How to use baby steps to hit your goals.  Sales,  Service and Management in the Residential Contracting.   Air Conditioning, Plumbers, Electricians.

#23 – 6 Ways to Build Trust with Your Team

Do you want to build trust with your teams members? Here are 6 ways you can do that!

#22 – How To Sell More Through Great Questions

Are you ready to sell more? Learn how to sell more by asking great questions.

#21 Interview with I.A.Q. expert Steve Mores

Want to hear what expert Steve Mores has to say about I.A.Q.?

#20 How to Build Profitable Relationships

In this episode, we will learn how to build profitable relationships, learn how to read and motivate your clients, and how to build lasting relationships with your clients.

#19 How Steve’s Plumbing Succeeds

Do you like to go on vacation? How would you like to make $230,000 with limited staff while you are vacationing?

#18 Selling to Defensive Clients

What do you do when your client's body language is screaming "NO!"? Want to overcome the "Defensive Client" obstacle?

#17 How to Make Sure Your New Hire Shows Up

How do you get the new guy to show up? Check out our tips to see what to do before and after the hire.

#16 Seven Ways to Spot and Stop Your Top Team Member From Quitting

How do I know if my top guy is about to quit? What do I do about it?

#15 Master Level Objection Handling with guest Thomas Dougherty

Why do objections happen? Objections happen for a reason, have you given the client a reason to not fully trust?

#14: How to Create Urgency When the Client has None

How do you create urgency and not be considered pushy? Urgency is created when the client can see herself in the story you paint.

#13: 4 Steps to Conquering the Fears of Contractors

Do you have fears that keep you from succeeding in your business? Find out what contractors fear and what you can do to overcome that fear!

#12: Easy Budgeting in 30 Minutes

Super easy principles that you will need to start a budget in 30 minutes. Budgeting can cause massive headaches for anyone!  Budgeting is so intimidating for some, that they won't even do them.  Relax!  There is an easier way to budgeting.  Find out how in 30 minutes.

#11: Weekend Business Plan with Ellen Rohr

Special Guest: Ellen Rohr Author of "The Bare Bones Weekend Biz Plan" Wednesdays show was PACKED with ready to use content from Ellen. She has worked with HUNDREDS of contractors helping them wrestle their businesses into submission and orchestrate it like a fine symphony. Her approach isn't made for some fancy business school graduate. It is straight forward and streamlined specifically for busy contractors.

#10: Motivating Your Team During the Busy Season

The busy season can be a dangerous time for service contractors.  Long hours and long nights can leave your team unmotivated. There is a good chance that you are losing some major revenue opportunities to a tired, unmotivated team.  We address how to keep your team motivated on this episode of the Service Contractor Radio Show.

#9: How to Grow Your Business at Will with Guests Bryan Richards and Brad Carruth owners of ElectraMedics

Learn how to take control of your business and make it do what you want it to do. With Special Guest Bryan Richards and Brad Carruth owners of ElectraMedics.

#8: How to Generate More Replacement Leads

Everyone in this industry in interested in learning how to get more replacement leads. Listen to our panelists share real life experience and real life wisdom on making this work.

#7: How to Make the Phones Ring

Learn 6 easy steps that will get your phone to ring. Record your phone calls, and train using real life examples.

#6: How to Convert More of Your Existing Leads to Sales

Want to reduce overhead costs? Reduce marketing expense? In this podcast we will learn effective ways to increase our profits by converting existing leads into sales.

#4: Recruit for New Employees, and What to Look for in a New Recruit

Avoid the secret trap that business owners fall into in the hiring process. With Special Guest, Grant Robinson, who shares his wisdom and insights.

#3: Avoiding the Expansion Trap

Have you ever lost focus on being better when you are focused on growing? In this episode, you will learn how to avoid that trap.

#2: Stop Putting off the Important Task

Start motivating your techs TODAY! In this podcast you will hear ideas that you can put in place now that will make a difference.

#1: Loyal Versus Productive Team Members

What is more important to you, a loyal employee or a productive employee? In this podcast, you will get answers to some very important questions when it comes to your employees.