Why He Knew the Repair He Needed and Never Called
I have a customer who has read every HVAC blog on the internet. Early fifties, software job, smart and polite. He has a Trane variable-speed system, a thermostat app, a humidifier, a media filter, a UV light. Every maintenance visit he has a list of things he has been meaning to do. A register to rebalance in the back bedroom, a humidifier pad that has sat on his desk for three months, a duct seal job in the attic. None of it ever gets done. In 2000 two Stanford researchers, Jeffrey Pfeffer and Robert Sutton, published a book called The Knowing-Doing Gap. They found that most underperformance…
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