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Tech Tip: The REAL Problem

clientcallinginSince our customers are the most important aspect of our business we really try to listen to them. Unfortunately, we have found that the problem the customer first brings up is usually NEVER the real problem. If a customer knew what was wrong and could diagnose the system better than our techs, our techs would not have jobs! It is crucial to ask lots of questions and be careful to never assume anything. We cannot assume our customers know what they are talking about, and that is not meant to be a slight at them, they are not techs and are not expected to know what is wrong. That is why they call us! Our customers aren’t deceitful or intend on flat-out lying to us. However, it is human nature to want to self-diagnose, and the customer isn’t qualified to do so. Ask questions, ask questions, ask questions to get the REAL problem.

These tech tips are intended to provide insights to small nuances to help with many different products we offer. It is the small attention to detail that separates an outstanding job from an OK one. Although these apply primarily to technicians, they will help others gain insight to what the technicians do – in small doses