Handling Know-It-All Customers Without Getting Defensive

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 customers feel so confident (and where they get their info)

-How to spot the early signs of a “know-it-all” customer

-The worst mistake techs make (and how to avoid it)

-Why dismissing a customer’s knowledge kills trust 

-How to disarm customers gently—without getting defensive

-The power of physical evidence to win trust

-The real difference between knowledge and experience

Because the truth is, it’s not about proving you’re smarter, it’s about building trust, guiding the customer, and protecting the sale.

📥 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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