A short transcript excerpt from a YouTube conversation (host Chris Collins and another speaker) about how top technicians handle customer ‘comebacks’—they take ownership, stop deflecting blame, immediately investigate what went wrong, and show personal accountability (including knowing and referencing the customer by name). The tone emphasizes responsibility and seriousness as hallmarks of high-quality techs.
Like your best technicians, they handle comebacks very, very differently because what they say is that's a representation of my work. And they don't want a comeback to be the thing that defines them. So they typically, like, drop everything and figure out what went wrong.
Yeah, I would say too, like, if you asked them about comebacks and their answers were deflecting and blaming on others, they're not proud of what they do because they're deflecting. But if you asked them about comebacks and they stopped for a second and kind of exhaled and it was like, yeah, like, that's not. That's not okay. And then they, like, kind of slowed down and like, were very serious. That's somebody who, like, they're going to be harder on themselves than you could ever be on them. And that's what you want.
The best techs know the customer's name. Like, they owned it so far. To be like, oh, this comeback affected Mr. Smith.
Yeah, that's a.
High level thing when the techs know the customer's name.
