Real-Life Communication
You make a house call to fix a broken washing machine. The homeowner
is nervously watching while you inspect the machine and is anxious to hear
what you find.
You find a couple of problems, both pretty complex.
You realize you have to describe the problems in such a way that the customer
can understand them. Most people don't understand the machinery that runs
these appliances the way you do -- otherwise, they'd fix it themselves.
Can
you translate these two problems into language the customer can understand?
Problem
One:
The main drive pulley is seized.
What this means
is that a wheel (pulley) with a rubber belt wrapped around it has stopped
spinning, or seized up in mid-cycle. The problem is fairly serious, since
without this pulley, the tub in the machine doesn't spin -- and clothes don't
get clean. This problem probably led to the second one.
Problem
Two:
The motor is burned out. The electrical motor that runs the
entire machine has stopped working. A main electrical component shut itself
down after becoming overheated. This occurred because the pulley wheel seized
and the motor strained itself to keep going until it finally burned out. This
explains the smoky smell near the machine.
The cost to fix both problems
is about $350 ($50 for the pulley and $300 for a motor element). A new machine
costs about $400.
What do you say? You have to tell the customer what's
wrong with the machine and how much it will cost. Remember to be clear and
not talk down to the customer.