You may have heard of a Western movie called True Grit. I won’t spoil it for you, but John Wayne joins Kim Darby to hunt down the man who killed Darby’s father and left with the family’s savings. (Wait, you’re telling me there’s a version with Jeff Bridges, Hailee Steinfeld, and Matt Damon? I thought […]

Callbacks are horrible. They kill the trade from every possible angle in ways that are hard to quantify fully or make up for. They destroy customer satisfaction and reduce technician morale by causing long hours, resulting in unprofitability for companies and less earning opportunity for everyone. Possibly worse of all, callbacks tell customers that you […]

How many times has the following situation happened to you? You're on your way to that final service call. While you're listening to the customer explain their complaints over the phone, there's this precise moment where you've thought: “I know what it is already. This will be a quick one.” Sometimes, intuition proves to be […]