The Fire Time Podcast Adam Spencer and Nate Lammers - Tales From a Real Life Customer
"The customer bought the experience, not just the fireplace."
This week, Tim welcomes Nate Lammers, (Midwest Sales Representative for Kozy Heat), and Adam Spencer, a homeowner who recently completed a major fireplace remodel. After Nate discovered his neighbor Adam had purchased a fireplace from a local dealer, he realized Adam's buying experience validated everything they teach about the sales process—and they needed to get him on the podcast.
In this episode, Tim, Nate, and Adam discuss:
- Why speed of response matters: How a 10-minute callback won the sale over competitors who were unresponsive or unmotivated, even though the actual installation was months away.
- Being a guide instead of overwhelming customers with technical details: The winning dealer spent hours understanding Adam's needs without making him feel inadequate for not knowing fireplace terminology.
- The value of one-stop-shop service: How offering "beginning to end" project management—from demolition to stone work to installation—eliminated customer stress and justified premium pricing.
- Brand awareness disconnect: Why Adam can't remember his wood stove brand and what this means for how manufacturers should approach consumer marketing versus dealer support.
- Price transparency builds trust: Why showing average installed price ranges online helps customers self-qualify and avoids the feeling of being "duped" by bare product prices that don't reflect real project costs.
Don't miss this unique episode that brings the customer's voice into the conversation and reveals what actually drives purchase decisions.
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