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Content

The 30 Minutes That Decide Every Service Call

⏱️ 28:25 🎤 Chris Elmore, Alex
AUDIO EPISODE
The 30 Minutes That Decide Every Service Call
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Chapters

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  • 0:00
    Welcome and England Trip
    Chris welcomes listeners and shares stories from his recent trip to England, highlighting cultural differences and observations relevant to tradesmen.
  • 2:30
    HVAC Differences in England
    Chris humorously discusses perceived differences in HVAC systems and refrigerant in England, before revealing the universal similarities.
  • 5:00
    Cost of Living in England
    Chris compares the prices of everyday items like fast food and gasoline in England to the US, noting the significant difference.
  • 7:24
    English Weather and AC
    Chris describes unseasonably warm weather in England and the realization of how much air conditioning is missed, especially coming from Central Texas.
  • 9:29
    Trades Observations in England
    Chris shares his fascination with the mechanical aspects of historical English buildings, observing adaptations for modern plumbing and electrical systems.
  • 15:30
    Service Call Timeline Breakdown
    Chris introduces the core topic: a detailed, segmented timeline of a typical two-hour service call, using the 'Press Play' framework.
  • 17:36
    The 'RES' Segment
    Chris elaborates on the 'R-E-S' portion of the 'Press Play' method: relationship building, evaluating with questions, and settling anxieties, which typically takes 15-20 minutes.
  • 25:02
    Diagnosis and Prescriptions
    The episode moves to the diagnostic phase (30-45 minutes) and then to 'Prescriptions' (15-20 minutes), where recommendations are presented and objections handled.
  • 28:36
    Labor and Added Value
    The final segment covers 'Labor,' 'Added Value,' and securing 'Future' business, comprising the remaining 45 minutes of the service call.
  • 30:24
    Critical 30 Minutes
    Chris emphasizes that 30 minutes of a two-hour service call are dedicated to direct customer interaction, building trust and value, which is crucial for success.

Speakers

C
Chris Elmore
Host
A
Alex

Key Takeaways

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Dedicate specific time blocks within each service call for customer interaction; even if brief, these moments are critical for building rapport and value.

✦

Practice the 'R-E-S' (Relationship, Evaluate, Settle Anxieties) portion of your service call to effectively build trust and address concerns in the initial 15-20 minutes.

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Understand that objections often stem from a lack of trust or perceived value; proactively address these by demonstrating expertise and care before presenting solutions.

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View your customer-facing time (approximately 25% of a service call) as a high-impact period that determines the success of the entire visit.

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Continuously refine your communication skills for presenting recommendations and handling objections, as this directly impacts customer decision-making and project acceptance.

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