Why One Kind Word Made Her Trust the Whole Heat Pump
I had a customer in Calumet tell me once that his last HVAC guy was excellent because the truck was always clean. I asked him what the work had been like. He thought about it. He said, well, the system failed three years after he installed it. And the warranty paperwork was a mess. And he never could get the upstairs to cool quite right. But the truck was always clean and he was always polite. So I figured he was good. I want to talk about that today. About what a clean truck does to a customer's judgment, and what the rest of the call has to do to keep up with it. Edward Thorndike was a…
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