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A customer in Cincinnati said my repair explanation was confusing
I was fixing a Maytag washer and told them the 'clutch assembly failed', which just got a blank stare. They asked me to just say the part that grabs the tub was worn out. Now I skip the technical names unless someone asks. How do you guys explain complex fixes without sounding like a manual?
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betty1261mo ago
Analogies work best (like explaining a car part).
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fionak631mo ago
Blank stares happen because we forget most people don't live with these parts in their head. I picture the machine's job instead of its parts. For a washer, I'd say the part that makes the spin cycle fast is broken, so your clothes come out wet. It gives them the "what" without the "why" they didn't ask for. Does that help them make a better choice about the fix?
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