Frustrated residents aren’t mad at you—they’re upset with the situation. This video reminds technicians to lead with empathy, understanding that people are stressed, busy, and just want comfort at home. A smile, a calm tone, and a professional attitude go a long way in turning frustration into appreciation.
Empathy is something that is sorely missing in today's workforce. So show empathy. Understand the person's perspective most often, they're not upset with you personally unless you're the root cause of what's go, what's happening. They're frustrated with the situation that they have no heat, they have no power, and appliance isn't working.
And in today's workforce, people are busy. They're doing the best they can. They're trying to work, they're trying to get home. They're trying to spend time with their friends and family, or maybe time by themselves, but they wanna relax when they come home. And then when something doesn't work and they haven't had time to decompress, they make aer, they make a service call and we have to respond.
And so they're frustrated at the situation. And then we are there. We are knocking on the door. And we have to make sure that we're smiling, that we're engaging, and we're handling it with the utmost professionalism and as much empathy as possible for that person while we work towards a solution.
