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Reading human trauma in an Oklahoma driveway
Format: Post-call
Runtime: ~8 minutes
Source: Psychology Is Simplified , "Psychology of People Who Go Quiet When They're Hurt"
Heading back toward town. Windows down. It's one of those calls that doesn't feel like anything went wrong but I keep thinking about it anyway.
She called for a tune-up. End of May, system hadn't run much yet, wanted it checked before summer. Straightforward call on paper.
When I pulled up she was standing in the doorway. Not waiting outside the way some people do, not watching from behind a curtain the way others do. Just standing there. Neutral. She said hello and showed me to the unit and then stood back about ten feet and watched.
I've learned to pay attention to where people position themselves on a call. She wasn't hovering. She wasn't leaving. She was watching.
Tune-up went normal until I got to the capacitor. It was reading low. Not failed, but marginal. The kind of reading where you can either call it fine and come back in two months when it trips, or you can replace it now and not think about it again for five years. I give people both options. Most of the time they want the second one.
I told her what I found. Showed her the reading on the meter. Explained what marginal meant, what it would likely do over the summer, what replacing it now would cost.
She looked at the meter. Looked at me. And then she said fine.
But she said it quietly. And she looked away when she said it.
I've heard people say fine on service calls in a lot of different ways. Fine that means great, let's do it. Fine that means I'm annoyed but go ahead. Fine that means I'm not going to fight you on this right now but I'm also not completely with you.
That was the third one.
I didn't push. I didn't go back over the numbers. I didn't ask if she had questions because sometimes asking if someone has questions when they've already gone quiet just puts pressure on them to perform okayness they don't feel.
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: Post-call
Runtime: ~8 minutes
Source: Psychology Is Simplified , "Psychology of People Who Go Quiet When They're Hurt"
Heading back toward town. Windows down. It's one of those calls that doesn't feel like anything went wrong but I keep thinking about it anyway.
She called for a tune-up. End of May, system hadn't run much yet, wanted it checked before summer. Straightforward call on paper.
When I pulled up she was standing in the doorway. Not waiting outside the way some people do, not watching from behind a curtain the way others do. Just standing there. Neutral. She said hello and showed me to the unit and then stood back about ten feet and watched.
I've learned to pay attention to where people position themselves on a call. She wasn't hovering. She wasn't leaving. She was watching.
Tune-up went normal until I got to the capacitor. It was reading low. Not failed, but marginal. The kind of reading where you can either call it fine and come back in two months when it trips, or you can replace it now and not think about it again for five years. I give people both options. Most of the time they want the second one.
I told her what I found. Showed her the reading on the meter. Explained what marginal meant, what it would likely do over the summer, what replacing it now would cost.
She looked at the meter. Looked at me. And then she said fine.
But she said it quietly. And she looked away when she said it.
I've heard people say fine on service calls in a lot of different ways. Fine that means great, let's do it. Fine that means I'm annoyed but go ahead. Fine that means I'm not going to fight you on this right now but I'm also not completely with you.
That was the third one.
I didn't push. I didn't go back over the numbers. I didn't ask if she had questions because sometimes asking if someone has questions when they've already gone quiet just puts pressure on them to perform okayness they don't feel.
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.