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PSA: A client's offhand comment about his old mechanic changed how I talk about repairs
I was fixing a busted power supply for a guy in his 70s, and he said, 'My old car guy would always show me the broken part and explain why it failed.' He told me he felt less cheated that way, even if the bill was high. I realized I just hand people a fixed computer and an invoice. Now I make a point to show them the swollen capacitor or the fried connector, even if it takes an extra minute. Do you think that kind of transparency actually matters to most people, or is it just extra work?
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patkelly4mo ago
Exactly! I had a customer who was pissed about a $75 charge to clean out a dust-clogged laptop. I showed him the clump of dust on a paper towel, and he went from angry to apologetic in ten seconds. People just need to see the problem, it makes them feel smart instead of stupid. I think a lot of folks are terrified we're making stuff up, so showing them the mangled part kills that suspicion cold. It's a small habit that saves me so much grief.
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jason_stone6mo ago
My old boss hated taking the time to show customers the bad parts. Said it was a waste. But last year a lady almost cried when I showed her the corroded battery terminal in her laptop, said she finally understood why it wouldn't hold a charge. That reaction flipped a switch for me. Now I keep a little cup on my bench for the dead parts to show people. It turns a mystery bill into a simple story.
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