The HVAC Customer and the Ruler
Format: Post-call Runtime: ~8 minutes Source: Psychology , perfectionism research (Hewitt & Flett, 1991); perfectionism as fear of judgment, not love of quality I'm going to tell you about a customer who probably got under my skin a little and then tell you why I think that's on me and not on her. She called for a system installation. New Trane, two-stage, replacing an aging unit she'd had quotes on from two other companies. She chose me. That's always a good sign but this one came with a detailed list of expectations she'd written down and emailed before the appointment. The email had eleven…
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