A tech finishes a living room, rolls up the hose and heads to the next job. Twenty minutes later, the customer calls. There’s a black scuff on her freshly painted hallway wall.
That tech has two choices. He can say, “It was like that when I got there.” He can also say, “That might have been me. I’m sorry. Here’s how we’re going to fix it.”
One answer costs you a little time, maybe a little paint if the client doesn’t have any left over. The other one costs you the customer.
