{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"The Customer Communication Gap Technicians Miss","description":"A service technician can explain a problem clearly and still have the customer understand something completely different. That's the customer communication gap Chris Elmore breaks down in this episode of Windshield Time. He demonstrates it with one simple exercise: draw a picture of yourself at the beach. Same instruction. Different people. Completely different pictures. The same thing happens on a service call. You know what you mean when you explain the problem, urgency, value, or best long-term solution. But customers hear those words through their own experiences and priorities. If you assume they see what you see, you can end up trying to convince them that your picture is better. Better customer communication starts earlier. Ask questions. Observe. Diagnose thoroughly. Understand what matters to the homeowner. Then present the technically correct solution in a way they can connect to their home and situation. In this episode: - Why customers fill in the blanks when technicians make assumptions - Why understanding your words does not mean understanding your meaning - How customer perspective changes value and urgency - What Chris means by the value gap - Why discovery and observation come before presentation - How thorough diagnostics support better recommendations - How to present the best long-term solution without manipulating the customer Windshield Time is the podcast for service technicians in HVAC, plumbing, and electrical who want to improve customer communication, service calls, and the entire craft of serving homeowners. All episodes: https:\/\/www.servextra.com\/episodes\/ Spotify: https:\/\/open.spotify.com\/show\/5DlsGABopPu9Qq9NNhK4hu Apple Podcasts: https:\/\/podcasts.apple.com\/us\/podcast\/windshield-time\/id1386770507 The October PRESS PLAY workshops are sold out. February is next: https:\/\/www.servextra.com\/press-play-training-series ","author_name":"Windshield Time","author_url":"https:\/\/www.servextra.com\/","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/43253428\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/207394633"}