As business owners and service managers, we sometimes have similarly unrealistic expectations when it comes to the performance of our service techs. Not only do our service techs need to be technically excellent at their job but through their interpersonal skills, they play a major marketing role for our companies as well. They represent our firms and define the customer’s service experience. They are often the reason for retaining a customer or losing them. In most cases, they actually ARE our companies. Their interpersonal performance matters!