In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. differentiate between manipulation and influence in sales, emphasizing the need for authentic conversations and building context to create positive influence. They pose the question, "Is creating urgency ethical?" If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!

Chapters:

00:00 Introduction to Windshield Time Podcast

02:57 The Importance of Authentic Conversations

06:01 Life Stages and Family Dynamics

08:48 Understanding Customer Mindsets

12:01 The Role of Maintenance Calls

14:58 Creating Urgency in Service Calls

21:00 Defining Urgency and Its Importance

23:57 Manipulation vs. Influence in Sales

30:02 Building Context for Influence

36:02 Awareness vs. Action in Customer Engagement

42:04 Creating Urgency Through Positive Influence

Key Takeaways:

1) Authenticity in conversations fosters trust with customers.

2) Understanding customer mindsets is crucial for effective service.

3) Creating urgency should be about awareness, not manipulation.

4) Influence is about mutual benefit, while manipulation is one-sided.

5) Building context is essential for effective communication.

6) Awareness comes from asking the right questions.

7) Urgency can prevent negative future outcomes.

8) Service calls should focus on educating the customer.

9) The relationship between technician and customer is vital.

10) Creating a positive influence leads to better customer engagement.

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The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!

Chris Elmore: 254-733-7109 or elmore@servextra.com

James Walker: 254-230-5266 or james@servextra.com

Go out and Turn Learning into Earning!