Let’s talk about the HVAC best practice for service calls of moving away from the furnace or condensing unit when you explain the client’s solution. In other words, move away from the problem and then show them the fix and the price.
It’s the same thing that our teachers use to do. Remember when the class would get in a bad mood and no one was listening? She would make us stand up, shake our hands and arms and maybe even jump up and down. This accomplished something very important. She helped us change our emotional state by interrupting the pattern.
Whatever is broken is their source of their anxiety. Move them away from it to change their emotional state. They will be much more receptive to your message if you can sit down some where else that’s comfortable.
Yes, I have seen technicians present solutions in front of the problem and make the repair and it can be done. It’s like a defensive back making tackles in open space without wrapping up. He’s good at it ,but it’s fundamentally wrong. He should always wrap his arms around the running back. It’s just a good practice because it will hurt him in the long run.