Real-Life Communication -- Solution
Here's what you could say to Mr. Morris:
"Mr.
Morris, I can see what the problem is. The seal between the two panes of glass
is broken, so air is getting in between. This is causing the condensation.
"We
see this situation quite often. Unfortunately, the only option is to replace
the window. It's not possible to repair the seal once air has got in.
"As
you may know, Mr. Morris, glass isn't cheap. A window this size will
run you about $400, regardless of who you deal with. I can write up an exact
estimate, if you'd like.
"It will take four or five days to replace
it. Sealed units vary widely in size, so they have to be custom ordered. That's
why it'll take a few days.
"Do you have any questions?"
Glazier
Jim Brooks often has to explain situations like the one above. It's not
always an easy job. "It's quite a difficult thing to explain to people
when they just don't understand," he says.
Glaziers often have
to deal with customers, so speaking skills are important. They explain repair
jobs and handle complaints. They also answer customers' questions.
"You
need to be able to explain to the customer different types of windows, because
there's so many people who don't know anything about glass," says
Brooks. "You need to be able to explain it to them in terms they're going
to understand.
"You have to be a people-type person," he adds. "You
have to be able to tolerate silly questions."