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TIL a guy at the parts counter in Fresno changed how I explain repairs to customers
Was picking up a batch of drives at a shop on Blackstone Ave last Tuesday and the counter guy, Marcus, told me he stopped saying "motherboard's dead" to walk-ins because it just makes people panic. He now says what still works and what it'll cost to fix, and his callback rate dropped by half. I tried it on a walk-in with a liquid spill on a 2017 Dell and the guy actually calmed down and paid for the diagnostic. Anyone else tweak their wording like this?
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bennett.paige2d ago
Switched to the same thing after a guy nearly cried over a dead laptop last year. Started opening with "your screen and keyboard are fine, it's the board underneath" and people stopped freaking out. Had a lady with a cracked Lenovo last month, told her the drive and RAM were still good, only the hinge and screen needed work. She went from ready to toss it to handing me a card. Say what survived first, then the price. Takes ten extra seconds and saves a whole argument.
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