Did He Really Say That?: Improving Technician Communication

“Why can’t she understand,” the tech thought to himself. He was frustrated. He was trying to explain a problem to the homeowner, but this lady didn’t get it.

The tech knew he wasn’t the world’s most eloquent person, but what more was there to say? He looked at his feet. The homeowner made him uncomfortable. And now she was getting angry… at him! He started to explain it again, but why bother. She wasn’t going to understand. His attempt to say more broke down into a mumble.

Didn’t she know that he had other calls to make? He couldn’t stand around all day repeating the same thing over and over again. Why couldn’t she understand?

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