Imagine that Bob, your sharp, clean-cut and friendly service technician arrives at Mrs. Jones’s house. Following company protocol he parks his van, greets Mrs. Jones and begins to troubleshoot the system. Bob presents Mrs. Jones an upgrade along with the repair estimate. Although Mrs. Jones wants to pursue the smart thermostat installation, she opts for ONLY the repair.
Walt Disney thought and then acted like Mickey Mouse.
When trying to convey a cartoon character’s behavior to his animators, Walt Disney submerged himself in character. Although Walt could verbally communicate his wishes, when he acted them out his animators could tell exactly what he wanted.
So pack up the tool belt, jump in the truck and get into character. Show your service techs exactly what you want them to do.
I was going to say, “just kidding.” Now I’m not so sure...