Every service call in the water treatment industry is a trust problem before it is a technical problem. In this episode, Greg draws on behavioral science research from a former FBI special agent to explain why homeowners resist the very professionals who can help them most, what that resistance actually signals, and what skilled technicians can do about it in the first five minutes of a service call.

The conversation covers the psychology of threat response, the difference between sympathy and empathy in a customer interaction, why water quality problems create a uniquely high vulnerability gap compared to other home service trades, and how WQA certification gives both technicians and homeowners a concrete bridge across that gap.

If you work in home service, manage technicians, or train water treatment professionals, this episode is for you.

Reference

Schafer, J. R., & Karlins, M. (2015). The Like Switch: An Ex-FBI Agent's Guide to Influencing, Attracting, and Winning People Over. Touchstone / Simon & Schuster.

ISBN 978-1-4767-5448-2. Available wherever good books are sold.