Ride-alongs are humbling. Just because you tell your techs to do something doesn’t mean it’s happening. Or even understood. Talking ain’t training. I’ve experienced that brutal reality many times myself.
Do you ride along with your techs on a regular basis? When I hear a contractor say, “My techs always (do something, such as wear booties, offer financing, refer to the customer by Mr./Ms.),” I think, “You have no idea what they are doing on every call.”