A client told me to stop explaining the 'why' behind every fix

I was showing a customer the dust clog in their fan, and they cut me off saying 'I don't need the autopsy, just the bill.' It made me wonder if detailed explanations are a service or just a waste of time for some people. Do you guys give the full breakdown, or just the bottom line?

3 comments

3 Comments

nathan1933d ago

Ever notice how some people want the whole story and others just want the receipt? I usually start with a quick "here's what was wrong" and then watch their face. If they look interested, I'll give details. If they're already reaching for their wallet, I shut up. It's a reading people skill as much as a fixing things skill.

hernandez.brooke3d ago

That "reading people skill" you mention feels a bit over the top. It's just a car repair or a bill, not a therapy session. Most folks are just busy or tired, not giving you a deep social test. If someone wants the short version, they're probably just in a hurry to get to soccer practice, not sending a secret signal you need to decode.

oliver_fisher2d ago

Yeah, the "secret signal" part is a stretch. But Brooke's right, it's not that deep. I just keep it simple: "Need the full breakdown or just the bottom line?" That question cuts through the guesswork every time. People tell you exactly what they want without any mind reading.