Customer Service

Don't Lead Negativity: Reset the Expectation

Name: Don't Lead Negativity: Reset the Expectation
Uploaded: 2025-05-29T16:15:56Z
Duration: 1 min 19 s
Description: Many technicians unintentionally bring negativity to the door—expecting a fight before one starts. This video highlights how your mindset and body language set the tone for every interaction. Approach with confidence, empathy, and a smile, and you’ll often find residents are relieved to see you, not ready to confront you.

Many technicians unintentionally bring negativity to the door—expecting a fight before one starts. This video highlights how your mindset and body language set the tone for every interaction. Approach with confidence, empathy, and a smile, and you’ll often find residents are relieved to see you, not ready to confront you.

Soft Skills

Appearance

Professionalism

Mark Cukro

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Transcript

A common mistake I see with many technicians is just low expectation, negativity. They knock on someone's door and they immediately expect that person to be condescending, difficult, combative, confrontational. And so your body language prepares you for that, and people can read it. So when you knock on the door and they look through the peephole or they open the door immediately, if you go from this.

To this, they know that you're not in a good mood and happy to see them. So your body language is very important, but when you change your body language, you also change your mindset. So the person should have a good experience. You should have a good experience as well too. But not every person. And while there are plenty difficult customers, not every person is waiting to berate you when they open the door.

A lot of people are just frustrated and they light up when they see you and you're happy to be there. And I want you to. Try this. I'm so glad that you called and that you're counting on us to take care of this. My name is, whatever your name is, show me where it is, or I'll be glad to get to work immediately.

Can I come in? Can I help? That's it. You don't have to get into a long conversation, so don't look miserable when the person opens the door. I'm so glad that your home. Show me where the AC system is and I'll get on it right away and whatever that is, and then get to it and do your very best.