Windshield Time

In the trades, most techs learn to fix things...only a few learn to notice things. In this episode of Windshield Time, Chris Elmore and Brandon Cockrell reveal the hidden skill that separates average technicians from elite ones: curiosity. Curious technicians ask better questions, read environments faster, and earn trust without forcing it. Observation helps you see what others miss — and that's w...

What's the difference between a good technician and a complete professional? In this episode of Windshield Time, Chris Elmore and Jesse Olson break down the final role in the Four Technician Roles framework: the Revenue Producer. Most techs think revenue means "selling." It doesn't. As Jesse says: "Revenue without excellence is the grind. Excellence without revenue is a hobby." Being a Revenue Pro...

Every service technician can fix things...but not every tech is a true problem solver . In this episode of Windshield Time, Chris Elmore and Jesse Olson break down what problem solving really means in the trades. It's not just diagnosing and repairing — it's about translation, communication, and trust. Too many techs either exaggerate the danger or minimize the value of their work. Both erode trus...

What separates an average technician from one customers love and leaders promote ? It's not just technical skill — it's the discipline and soft skills that build trust. In this episode of Windshield Time , Chris Elmore sits down with Jesse Olson and David Grennel . David shares his personal transformation — losing 70 pounds, reshaping his habits, and sharpening his communication — and how that dis...

Every service technician learns the trade, but not every tech becomes great. Why? Because technical skills alone won't cut it. In this episode of Windshield Time , Chris Elmore and Jesse Olson (owner of The Happy Outlet) break down the 3 roles that separate great technicians from average ones: Client Delighter: Customers remember the experience more than the repair. Problem Solver: Clear communica...

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...

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: exp...

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 +...

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 c...

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...

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...

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, gen...

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:...

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 custome...

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 reje...

If customers don't see you as a professional expert authority, they're less likely to trust your recommendations or pay what your work is worth. In this episode of Windshield Time, Chris Elmore and James "J-Dub" Walker dig into why being skilled isn't enough. Customers judge you on how you show up, how you communicate, and whether you project authority. You'll learn how to step into the role of a...

If customers don't understand you, it's harder for them to trust you, and even harder for them to buy from you.  In this episode of Windshield Time , Chris Elmore and James "J-Dub" Walker reveal why overexplaining systems, parts, and technical jargon leads to confusion, stalled decisions, and lost trust. You'll learn how to take complex home service concepts, whether HVAC, plumbing, or electrical,...

When a customer chooses the cheapest option, is it really because of price or because of how it was presented? In this episode of Windshield Time , Chris Elmore and James "J-Dub" Walker reveal why customers default to low-price decisions—and how techs unknowingly reinforce that bias. Packed with real-world roleplay and proven frameworks, this episode teaches you how to present pricing with confide...

In the trades, busy season feels like chaos—calls stack up, the pressure ramps, and the temptation to rush is real. But here's the truth: cutting corners doesn't save time—it costs you . In this episode of Windshield Time , Todd Liles and Chris Elmore share why slowing down and sticking to the process is the  fastest way to consistency, trust, and long-term wins. If you're feeling the heat in your...

Ever 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 find...

"Why do we have to charge so much?" If you've ever asked that question—or had a customer ask it—this episode is for you. In this candid breakdown, Chris Elmore and James "J-Dub" Walker unpack what it really costs to run a service call, why pricing isn't based on greed, and how to explain value when customers don't understand what they're paying for. This is the financial literacy episode every tec...

Just because you've been there before doesn't mean the process changes. In this episode of Windshield Time , Chris Elmore and James "J-Dub" Walker break down the common trap techs fall into with returning customers—skipping steps, rushing intros, and assuming too much.  You'll learn how to: Because familiarity doesn't excuse laziness—it demands excellence. -Adapt your intro without losing professi...

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. You'll learn how to: -Navigate awkward customer situations without taking...

The best sales pros don't just follow a script—they read the person in front of them. In this episode of Windshield Time , Chris Elmore and James Walker break down how understanding personality types (like DISC) helps techs adapt faster, build trust, and close more calls without sounding robotic. You'll hear exactly how to spot a Driver at the door, how a Stable personality might hide their object...

Ever been told, "I'm getting a few other bids" or "I want a second opinion"—and didn't know what to say next? In this episode of Windshield Time , Chris Elmore and James Walker break down how to confidently handle process-driven objections like multiple bids or second opinions. You'll learn how to avoid getting defensive, build credibility early, and ask the right questions to keep control of the...