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Good Techs Fix. Great Techs Solve and Communicate.

⏱️ 39:54 🎤 Chris Elmore, Jessie Olsen
AUDIO EPISODE
Good Techs Fix. Great Techs Solve and Communicate.
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Chapters

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  • 0:00
    Introduction & Karaoke Banter
    Chris Elmore and Jessie Olsen introduce the episode's topic and engage in lighthearted banter about Jessie's karaoke award and song knowledge.
  • 1:14
    The Problem Solver Role
    The hosts transition to discussing the problem-solver aspect of a technician's role, emphasizing that technical excellence is foundational but not sufficient.
  • 7:48
    Technician Communication & Exaggeration
    Chris and Jessie debate whether technicians tend to over-exaggerate or minimize problems when communicating with customers and the importance of appropriate urgency.
  • 28:46
    The Skill of Translation
    The discussion focuses on 'translation' as a core problem-solving skill, explaining complex technical issues in a customer-friendly language, considering nuance and context.
  • 40:04
    Analogies & Their Consequences
    Chris highlights the importance of using appropriate analogies and understanding their potential unintended consequences, using the example of comparing a capacitor to a battery.
  • 47:49
    Complete Problem Solving
    The hosts conclude by defining a complete problem solver as someone who can technically diagnose and solve, convey findings appropriately, and offer solutions that make it easy for the customer to make the right decision.
  • 52:17
    Learning into Earning
    Chris and Jesse wrap up the episode by sharing contact information and promoting Service Excellence courses, reiterating their motto of turning 'learning into earning'.

Speakers

C
Chris Elmore
Host
J
Jessie Olsen
owner of The Happy Outlet in Carson City, Nevada

Key Takeaways

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Technical excellence is crucial, but true problem-solving for contractors also requires strong communication skills to explain issues clearly to clients.

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Technicians must 'translate' technical information into customer-friendly language, considering the client's profile and avoiding jargon.

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When explaining problems, convey appropriate urgency without exaggeration or scare tactics; focus on factual consequences and benefits.

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Handling objections is part of problem-solving; understand if objections stem from time, money, or emotion, and offer solutions tailored to these concerns.

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Be mindful when using analogies to explain technical concepts; ensure they accurately convey the intended meaning without leading to misunderstandings or devaluing the service.

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A complete problem solver presents clear options, supported by physical evidence, allowing customers to make informed decisions about repairs and upgrades.

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Continuously practice and refine communication skills, including explanations and analogies, through drills and feedback to become a more effective communicator.

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