A Tuesday afternoon in August. Compressor seized on a 19-year-old system in a brick ranch south of Kingfisher.

A woman at her kitchen table said okay. Said okay again. Then her eyes went somewhere past the table and didn't come back.

Not crying. Not angry. Not weighing the numbers. Just absent.

Most customer service training covers two states: mad and scared. There's a third. Dr. Stephen Porges named it polyvagal shutdown. Forty-five years in, Dave had been recognizing it by feel for decades before it had a word.

What Dave learned on that call: pushing harder is the worst available move. Shrinking the ask is the only thing that works.

Core line: "The body knows when it's safe again. Your job, if you're sitting across the table, is not to be the thing it's still scared of."

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