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 blame -Use the “ERR” method: Empathize, Reassure, Redirect -Avoid apologizing for things you don’t own -Guide customers back into your process—without a fight -Stay calm, confident, and in control—even on callbacks or late arrivals

Mentioned in this episode:

• The ERR framework: Empathize, Reassure, Redirect

• “Time, Crime, or Grime” — why customers don’t want you inside

• The danger of owning problems that aren’t yours

• How redirecting avoids conflict (and earns trust)

• Personality profiles and their role in tension

• Why every conversation is low-level negotiation

📥 Download the FREE Objection Handling Playbook — loaded with scripts and strategies to help techs close more calls: https://www.servextra.com/objection-handling-playbook-download/

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