Customer Service

Speak Their Language

Name: Speak Their Language
Uploaded: 2025-05-29T17:46:53Z
Duration: 1 min 14 s
Description: Avoid overwhelming residents with HVAC jargon they don’t understand. This video reminds technicians to keep explanations simple, involve the resident in the process, and offer clear, reassuring evidence that their system is working. Simplicity builds trust—and trust builds satisfaction.

Avoid overwhelming residents with HVAC jargon they don’t understand. This video reminds technicians to keep explanations simple, involve the resident in the process, and offer clear, reassuring evidence that their system is working. Simplicity builds trust—and trust builds satisfaction.

Soft Skills

Professionalism

Best Practices

Mark Cukro

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Transcript

And I see this from technicians very often, and I'll give you kind of a scenario. You knock on the door, hello, I'm here to fix your ac. Mm-hmm. It's not working. So what I'm gonna do is I'm gonna take a difference in temperature, better known as a delta T. Then I'm gonna take the superheat and the sub cooling and the super heat should be between eight and 15.

And the sub cooling summer between eight and 20, depending on the relative humidity and the temperature outside and ambient temperature and the, and the customer's like what? Here's the deal. Keep it simple, simple language that people understand when they have no idea what you're talking about. If you can explain complexity simply, you're probably very good at what you do.

Most customers just want someone to come in a reasonable time, have a good experience, make the problem go away. Clean up. Don't leave a mess and follow up when you have to. So a lot, something you could do is ask the customer to read the number, whatever that number is, and then you could go, yeah, it works fine.

Or you can say, this number tells you and I both together, that your system is working perfectly and I'm glad that you called us. And that's it. A simple reassurance that everything works. You showed 'em some kind of evidence and watch how much more the customer appreciates you.