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Why does nobody talk about how you explain things to customers?
A regular at my shop in Omaha told me last month, 'You keep saying 'just reimage it' like I know what that means.' I realized I was using too much jargon and now I start every fix by asking them to describe the problem in their own words first. How do you guys make sure your explanations actually land?
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the_mila6d ago
Start with their words, not your tech talk.
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betty_park6d ago
Mila's got it right, we all forget that sometimes. People just want to be heard before you jump to solutions. It's a good reminder to listen first.
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