We have a well on our property and use it for landscaping. We use city water for everything else. Once a year we have the have our equipment checked. I called a plumber and they showed up on time this morning.
Since our last water bill was double, we suspected that some valve had been turned off and we were only using city water. I asked the plumbers to check. They said it was a simple process and ran me through a process that I'm sure seemed simple enough for them, but might as well have been brain surgery to me.
When I asked them to perform the process, they said they didn't have time. I had to call and reschedule for later in the week.
Often we forget in our business that what seems simple to us may be impossible to others. I always offer the DIY (Do it yourself) option, where I can walk someone through a task. If I get the glazed look or the pause on the phone, I also offer the 'I can do it for you' option. If they want to proceed on their own, they have the knowhow, if they don't get it - they have a way to get it done.
You may not be able to offer a DIY option. But you can certainly offer them the ability to know what's going on by taking the jargon out of your conversation. Be sure your clients have as much information as you can possibly give them in plain language. Draw pictures, leave a checklist, create an explanatory pamphlet. Do whatever it takes to educate them.
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