Fixing the HVAC and the Owner's Ego
Format: Pre-call Runtime: ~8 minutes Source: Psychology , competence identity, ego threat, Carol Dweck's fixed vs. growth mindset research (Stanford, 2006) Heading out to a call I've already mapped out in my head three different ways, because the customer told me over the phone that he'd already tried some things. When a customer tells you that, you learn to ask the follow-up question: what things? He said he'd taken the panels off and had a look. I asked if he'd touched anything. He said he'd tried to test the capacitor himself. He said: I read about it online. I disconnected it and used a…
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