1. You arrive at a customer’s house to fix a problem with their cable TV. You are running a bit late as some of your earlier jobs have taken longer than expected and traffic has been bad today. As soon as you enter the house the customer starts complaining about you being late as they had to cancel meeting up with a friend because they were waiting for you. Their house is very messy and there are lots of children’s toys on the floor near the TV where you will be working. What would you say to the customer? Why would you take this approach? How you would you try to build rapport or make small talk with the customer? How would you feel about dealing with this type of situation?
