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A client's comment made me rethink my whole approach to explaining repairs
I was working on a laptop for a regular customer last month, and after I gave my usual rundown of the fix, she said 'Ben, I have no idea what you just said, I just need to know if it's safe to use for my kid's homework.' I realized I was using too much jargon and assuming people wanted the technical details. Now I start by asking if they want the simple version or the full breakdown, and I keep a laminated sheet with basic terms to point at. It's cut down on follow-up calls by about half, honestly. Has anyone else found a better way to handle this without talking down to people?
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taylorcarr6d ago
Yeah, starting with the simple version is the way to go. I used to list every single part I replaced and people's eyes would just glaze over. Now I just say "the part that connects your screen was broken, it's fixed" and it works so much better.
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felix_bailey456d ago
That laminated sheet is a solid idea, but maybe skip asking them to choose. Most folks just want the simple version, right? You could start with the basics and only dive deeper if they ask for it.
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