Mike PleziaInside service technician, Clark Associates · Commercial Equipment, HVAC, and Refrigeration professional

People Want To Be Heard

15 Jul 2026 · 1 min

Watch on YouTube

0:30

In this brief instructional video, the speaker addresses newcomers to the trades and emphasizes the power of genuine listening when interacting with customers. He advises technicians to let customers fully describe the symptoms and concerns of their problem, noting that this not only often provides diagnostic clues but also makes customers feel respected. By actively listening, tradespeople can build trust without any additional cost, leading to better service outcomes and stronger client relationships. The speaker frames listening as a simple, high‑impact habit that anyone in the trades can adopt and then pass on to others.

Hey, are you new to the trades? One of the simplest things you can do for a customer is listen. Really listen. Let them tell you what happened. Let them explain the symptoms. Let them tell you their concerns. Sometimes they'll even give you the clue you need to solve the problem. And even if they don't, people appreciate being heard. Listening is one of the easiest ways to build trust, and it doesn't cost you anything. Now that you know, you can help someone else know.