He eventually transitioned to installing the first cable modem configurations when they became available, and as more advanced computer technology filtered down to private users, he offered more and more services, such as installing home office routers and wireless interfaces. His business grew, largely by word of mouth from satisfied customers.
While he acknowledges that his technical skills were indispensable, he attributes his rapport with customers to the fact that he often conversed with them throughout much of his assignments, sometimes discussing things that had nothing to do with the work he performed for them. He says that he first became aware of the value of his ability to carry an intelligent conversation with customers when he noticed that customers with whom he had the opportunity to talk almost always tipped him very generously on conclusion of the assignment compared to customers with whom he did not have the opportunity to talk. Mr. Lurie no longer does field work, but now employs approximately 100 independent contractor field technicians who report to him directly. As an employer, he realizes even more the obvious value of interpersonal communication skills. According to him, he regularly receives better customer evaluations for work performed by his most fluent and personable technicians than for work performed by his less fluent and less personable field technicians.
Perhaps the most interesting aspect of those evaluations is that, "Actually, I get more positive evaluations for work that required another appointment to correct a mistake done by my technicians who speak well than I do for work that is completed perfectly in one appointment by my guys who don't communicate quite as well."
Mr.
Lurie acknowledges that communication skills cannot replace poor technical skills, but given the choice between two equally qualified applicants, he always prefers to use technicians who speak English fluently, because it seems to make a difference in terms of customer satisfaction. That illustrates the importance of communication skills and demonstrates the value of generating a positive rapport with others, as detailed by Carnegie (1997) in principles he first explained more than 70 years ago. Mr. Lurie added, "By far, the worst response I get from customers is where the original work is performed by one of my guys who is not fluent in English or not particularly personable with customers when that work necessitates a subsequent appointment. On those occasions, it is not at all uncommon for the customer to tell me to send a different technician or even to ask me whether I have any employees who...
To die, to sleep; To sleep: perchance to dream: ay, there's the rub; For in that sleep of death what dreams may come When we have shuffled off this mortal coil, Must give us pause: there's the respect That makes calamity of so long life; For who would bear the whips and scorns of time, The oppressor's wrong, the proud man's contumely, The pangs of despised love, the law's delay, The insolence of office and the spurns That patient
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