Talking to customers

Most customers don't need to understand the fix. They need to know what failed, what it costs, and whether it'll happen again.

The short version

• Explain it in one sentence: what failed and why.
• Separate a failure from normal behavior. An absorption fridge taking hours to cool down is normal. Tell them.
• If it's a usage problem (low battery, propane left off, wrong mode), tell them how to avoid it next time.
• Never guess on cost or timing. Say you'll confirm.