Repairing refrigeration equipment — or, really, any equipment — has a huge customer service component. How you interact with the customer greatly affects how the customer views your company and whether they will call on you again for future repairs. The saying “It may take years to win a customer and only seconds to lose one” is very true, especially when it comes to repairing refrigeration equipment.
Customers are rarely happy to see a repair technician — they’re calling you because they have a breakdown, and the breakdown is costing them money. They need to pay for the repair, which could be expensive, and they may have lost product. The breakdown and the repair could also affect how they operate their business — the failed equipment may be integral to their operation, and/or the repair process may become disruptive to their workflow. As a technician, how you coordinate the repair is very important. Your customer service skills can either make the repair process more manageable or make it a nightmare.