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46 minutes | 3 days ago
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.”
41 minutes | a month ago
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. these expectations are informed by past experiences, word of mouth, online research, and other people’s opinions. No matter how your customer’s expectations are informed, you must reset those expectations in order to serve them the best. Chris and Chris talk about how you can reset your customer’s expectations and become the best company that's ever been to their home. They also share some exciting news about the future of the podcast. Happy Holidays to everyone!
34 minutes | 2 months ago
Overcoming 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. They discuss: How to practice every day. Establishing rituals to help you stay on track. Holding yourself accountable to your results. Fear of implementing is the number one thing holding back most technicians from hitting their personal and professional goals. Do these things to overcome that fear and gain confidence.
32 minutes | 2 months ago
Encore - Handling Objections
In this encore episode of the podcast, Chris Elmore and Chris Loudermilk continue their discussion on handling objections. Specifically, this week they discuss how to handle the “multiple bids” objection.
48 minutes | 3 months ago
Encore: Overcoming Fears of Selling
In this encore presentation of the podcast, Chris Elmore and Chris Loudermilk talk about how to overcome your fears of selling. Most of us sell something in our daily lives. Even when we were babies, we had to sell someone on feeding us when we were hungry, holding us when we were fussy, and changing our diapers when we needed it. As we’ve gotten older, it’s gotten harder to sell. We have to learn to sell in a different way. As techs or salespeople, you are selling all day long, every day. For some, it can be a very anxious and fear-filled experience.
35 minutes | 3 months ago
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. It usually involves the tech listing out the issues and then asking the customer what he or she thinks. But the customer doesn't know. They're not the expert. You are the expert and an expert makes a purposeful, customized presentation with the best recommendation.
35 minutes | 4 months ago
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.
41 minutes | 4 months ago
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. It's a concept everyone understands – if you don't do maintenance, cleaning, adjusting, and testing on a regular basis, things breakdown and wear out. Whether its a car, an HVAC system, an electrical panel, or even your body, everything succumbs to getting older and the lack of maintenance. Your customer needs to be aware of how age and the lack of maintenance affect their systems.
33 minutes | 4 months ago
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. We all know that some opportunities don’t get done in one visit. Following up is crucial and you must have a great FU game plan.
43 minutes | 4 months ago
Throwback Episode: 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.
47 minutes | 5 months ago
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. Just like Tom Cruise in the movie A Few Good Men, you have to bring together seemingly insignificant and disconnected facts to make a great case and win over the jury. In the movie, Cruise's character is trying to get Jack Nicholson's character, Colonel Jessup, to admit that he gave an illegal order that caused the death of a marine. Cruise uses a phone bill, the Colonel's travel habits, and airport log books to make his case. He tied all of those things together using his presentation skills. He convinced the colonel to admit he gave the order. It was apparent to the jury and undeniable to the audience. You need to make a great case so it's apparent and undeniable to your customer to go with your recommendation.
41 minutes | 5 months ago
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. We use it because it accurately describes what you should do as a tech. Just like a doctor, you should prescribe a treatment that is your professional recommendation. This is your prescription.
34 minutes | 5 months ago
Introducing Kenny Smith
This week on the podcast, Chris Elmore and his everlasting forever sidekick, Chris Loudermilk, introduce you to the newest Service Excellence Training team member, Kenny Smith. Kenny brings a wealth of experience from another service trade, the landscaping business. Kenny spent many years owning and operating a landscape management and installation business with his wife, Paula. From that experience, Kenny brings his sales skills, both in-home and business to business, troubleshooting and service, team management and coaching, and business strategy and growth. Listen to the podcast to hear more about Kenny and how Chris Loudermilk will always be Chris Elmore’s sidekick!
35 minutes | 6 months ago
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. Most techs don't like doing these especially when its busy. But these one-time tune-ups build business and provide great opportunities. Here are some tips to help you maximize these opportunities.
35 minutes | 6 months ago
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.
44 minutes | 7 months ago
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. In this interview, Mark discusses his humble beginnings and his success as a business owner.
38 minutes | 7 months ago
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.
36 minutes | 7 months ago
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. The guys talk about the differences between needs and wants, how you uncover both, and presenting both.
47 minutes | 8 months ago
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”. Chris & Chris will tell you where it makes sense to have that conversation, give you examples of how to make the transition, and how to make the case.
35 minutes | 8 months ago
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. Most customers expect you to “just fix it” and don’t expect that you need to check the whole system. Listen for some things to use to help with the transition from the problem to the whole home inspection.
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