Pro tip: My buddy in Phoenix said 'you're not fixing a board, you're fixing a customer's trust' after I botched a simple PS5 HDMI port job last month.

That line hit different because I was so focused on the micro-soldering I forgot the whole point of the repair was to get their console back reliably, so what's your best method for managing customer expectations on tricky fixes?

3 comments

3 Comments

evanfox1mo ago

Honestly it's wild how much that applies to everything, not just repairs. I mean, my landlord could fix a leak fast but if he's rude about it, I still feel like I got bad service. The job is just the ticket to get in the door, but how you handle people is what they actually remember. It's all about managing the human part of the problem, not just the technical one.

paige8701mo ago

Man that line from your buddy is so true, isn't it? I always give a worst case scenario upfront, like "this should work but if we find more damage it could cost extra." Clear pictures of the problem before I start help a ton too. It keeps them in the loop so a surprise later doesn't feel like I messed up. That trust is way harder to fix than any board.

the_dylan1mo ago

Yeah @paige870, "trust is way harder to fix than any board" is the realest line ever. I've seen guys mess up a simple job just by not saying a thing, and then they're shocked the customer is mad. Just talk to people!