I was recently in the middle of an exchange between a newer technician, a senior technician, and their service manager. Contrary to what you might think, the situation had nothing to do with HVAC. Instead, it was my local automobile dealership, and the problem was a rattle in my vehicle.
As I watched the situation unfold, I couldn’t help but notice the parallel lessons that apply to our industry. I observed five lessons as three dedicated professionals (whose names I have changed to protect their identities) worked on my vehicle. See what you learn from how they solved my problem.