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Proving Competence to a Skeptical Customer
Format: Pre-call and post-call
Runtime: ~8 minutes
Source: Psychology , earned trust, competence signaling, and dominance hierarchies (Tooby & Cosmides; Cialdini's authority principle)
On the way out. It's been a while since I've had a call where I felt genuinely tested , not in a hostile way, but in the way you feel when someone is actually paying attention and you can tell the difference between a passing grade and a failing one.
He's a new customer. Got my name from a neighbor. But on the phone, when I told him what the diagnostic visit would run, he said: I'll pay for the diagnostic if you can tell me something the last tech couldn't.
I said: what did the last tech tell you?
He said: he told me the compressor was weak and I'd need a new system within the year. I want to know if that's right.
I said: I'll tell you what I find.
He said: that's all I'm asking.
I've prepared for this call in a specific way. Not that I'd prepare differently otherwise , I do the same work on every call. But I know going in that every diagnostic step is going to be watched and evaluated and that the findings I produce are going to be held up against both the prior assessment and his own knowledge of his system.
That's not a bad thing. That's the kind of customer who makes you do your best work.
There's a body of research in evolutionary and social psychology on how humans determine competence and assign authority. The short version: we don't easily grant trust to people claiming expertise. We watch for signals , behavioral signals, primarily. Can this person do what they say they can do? Is what they're doing consistent? Does their account of the situation hold up to the physical evidence?
Robert Cialdini documented the authority principle , our tendency to follow and trust people who demonstrate genuine expertise , but the operative word is demonstrate. Claimed authority is easy to ignore. Demonstrated authority is different. The difference is whether the competence shows up in the actual work.
This customer isn't going to be persuaded by credentials. He's going to watch me work.
Give Us A Shout
Thanks for tuning in to Hartzell's Heat & Air, your trusted HVAC experts in Oklahoma and beyond. From Kingfisher to coast-to-coast consulting, we design, install, and maintain smart, efficient systems that deliver year-round comfort.
We're employee-owned, family-run, and powered by 45+ years of experience. Whether it's AI-powered thermostats, geothermal systems, or classic tune-ups, we deliver upfront pricing, expert care, and warranties that back it all up.
🛠️ Book Online:
https://book.housecallpro.com/book/Hartzells-Heat--Air/4a569038b3dc460daf2d5f6497b18351?v2=true
🌐 www.hartzellsheatair.com
📞 (405) 375-4822
🚛 Trane Comfort Specialist • Mitsubishi Diamond Dealer • ClimateMaster Elite
🛡️ VIP Comfort Club • Remote Monitoring • Extended Warranties
📲 Follow us for tips, updates, and real-world installs:
YouTube: @hartzellsheatair6003
X: https://x.com/HartzellsHVAC
Facebook: facebook.com/hartzellsheatair
LinkedIn: Dave Hartzell
Built on trust. Backed by warranty. Designed for comfort.
View all episodes
By Dave Hartzell's Heat & Air - Kingfisher,OKFormat: Pre-call and post-call
Runtime: ~8 minutes
Source: Psychology , earned trust, competence signaling, and dominance hierarchies (Tooby & Cosmides; Cialdini's authority principle)
On the way out. It's been a while since I've had a call where I felt genuinely tested , not in a hostile way, but in the way you feel when someone is actually paying attention and you can tell the difference between a passing grade and a failing one.
He's a new customer. Got my name from a neighbor. But on the phone, when I told him what the diagnostic visit would run, he said: I'll pay for the diagnostic if you can tell me something the last tech couldn't.
I said: what did the last tech tell you?
He said: he told me the compressor was weak and I'd need a new system within the year. I want to know if that's right.
I said: I'll tell you what I find.
He said: that's all I'm asking.
I've prepared for this call in a specific way. Not that I'd prepare differently otherwise , I do the same work on every call. But I know going in that every diagnostic step is going to be watched and evaluated and that the findings I produce are going to be held up against both the prior assessment and his own knowledge of his system.
That's not a bad thing. That's the kind of customer who makes you do your best work.
There's a body of research in evolutionary and social psychology on how humans determine competence and assign authority. The short version: we don't easily grant trust to people claiming expertise. We watch for signals , behavioral signals, primarily. Can this person do what they say they can do? Is what they're doing consistent? Does their account of the situation hold up to the physical evidence?
Robert Cialdini documented the authority principle , our tendency to follow and trust people who demonstrate genuine expertise , but the operative word is demonstrate. Claimed authority is easy to ignore. Demonstrated authority is different. The difference is whether the competence shows up in the actual work.
This customer isn't going to be persuaded by credentials. He's going to watch me work.
Give Us A Shout
Thanks for tuning in to Hartzell's Heat & Air, your trusted HVAC experts in Oklahoma and beyond. From Kingfisher to coast-to-coast consulting, we design, install, and maintain smart, efficient systems that deliver year-round comfort.
We're employee-owned, family-run, and powered by 45+ years of experience. Whether it's AI-powered thermostats, geothermal systems, or classic tune-ups, we deliver upfront pricing, expert care, and warranties that back it all up.
🛠️ Book Online:
https://book.housecallpro.com/book/Hartzells-Heat--Air/4a569038b3dc460daf2d5f6497b18351?v2=true
🌐 www.hartzellsheatair.com
📞 (405) 375-4822
🚛 Trane Comfort Specialist • Mitsubishi Diamond Dealer • ClimateMaster Elite
🛡️ VIP Comfort Club • Remote Monitoring • Extended Warranties
📲 Follow us for tips, updates, and real-world installs:
YouTube: @hartzellsheatair6003
X: https://x.com/HartzellsHVAC
Facebook: facebook.com/hartzellsheatair
LinkedIn: Dave Hartzell
Built on trust. Backed by warranty. Designed for comfort.