In my previous article, I discussed the mindset that often accompanies changes to work habits and processes. Technicians’ poor attitudes about new technologies or processes can spill over to the customer, especially if management doesn’t explain why it’s making the changes. In such cases, technicians are left to say whatever comes to mind about a situation they might be struggling with themselves.
Managers can avoid such problems by spending 15 minutes explaining what to say (and what not to say) about a new program or process. The minimal effort required is always worth the time.