Drill 3 · 2 min
Explaining a finding in plain language
Why it matters
You've found the problem. Now explain it so the customer understands it. Most techs explain it the way they would to another tech.
The anode's gone, the tank's rusted through, the combustion chamber's soaked. Or they just say it's shot. The customer nods along, understands almost none of it, and now has to make a big decision based on trust alone.
Here's what is going on for them. When people don't understand, most don't ask. They get quiet, and then they get suspicious.
If they can't explain it to a family member that night, the answer will be that they need to think about it. So explain it in three parts, in everyday words. What's wrong.
Why it happened. What it means for them. If you have to use a trade word, explain it in the same sentence.
Then ask if it makes sense. In this drill, Margaret asks what you found. Explain it so she could repeat it to her son.
How it sounds
Customer
Well? Is it bad news? Can you fix it?
Tech
I wish I could. The tank itself is leaking from the bottom. After twelve years, the steel inside rusts through, and that's where your water is coming from.
Customer
Oh dear. Can't you patch it somehow?
Tech
Not in a way that would last. And the water soaked the spot where the burner lights, so it won't stay on. That's why you have no hot water. Does that make sense?
Customer
I think so. So it has to be replaced, then.
Tech
It does. What questions do you have before we talk about your choices?
To pass
- Explain what is wrong, why it happened, and what it means for her
- Use no trade terms without explaining them in the same sentence
- Check that it made sense before you talk about options or price
Your customer
Margaret Ellis
Retiree on a fixed income
Margaret asks what you found. In plain words, tell her what's wrong, why it happened, and what it means for her.
The drill picks up mid-call. Margaret already knows why you are there.