aves there should be no question as to what he
shall have to pay for. If more time is required to determine the
necessary work, do not actually do the work without getting in touch
with the owner and making a written agreement as to what is to be done
and how much the cost will be. The Service Record shown in Fig. 183
may be used for this purpose.

The following method of procedure is suggested as a standard. Follow
it closely if possible, though in some cases, where the nature of the
trouble is plainly evident, this will not be necessary any more than a
doctor who sees blood streaming from a severe cut needs to question
the patient to find out what is wrong.

It may not always be necessary to ask all the questions which follow,
or to ask them in the order given, but they cover points which the
repairman should know in order to work intelligently. Some of the
information called for in the questions may often be obtained without
questioning the customer. Do not, however, hesitate to ask any and all
questions covering points which you wish to know.

1. Greet the customer with a smile.

Your manner and appearance are of great importance. Be polite and
pleasant. Do not lose your temper, no matter how much cause the
customer gives you to do so. A calm, courteous manner will generally
cool the anger of an irate customer and make it possible to gain his
confidence and good will. Do not argue with your customers, Your
business is to get the job and do it in an agreeable manner. If you
make mistakes admit it and your customer will come again. Keep your
clothes neat and clean and have your face and hands clean. Remember
that the first glimpse the customer has of the man who approaches him
will influence him to a very considerable extent in giving you his
business or going elsewhere. Do not have a customer wait around a long
time before he receives any attention. If he grows impatient because
nobody notices him when he comes in, it will be hard to gain his
confidence, no matter how well you may afterwards do the work.

2. What's the Trouble?

Let the customer tell you his story. While listening, try to get an
idea of what may be wrong. When he has given you all the information
he can, question him so that you will be able to get a better idea of
what is wrong.

(a) How long have you had the battery? See page 242.

(b) Was it a new battery when you bought it?

(c) How often has water been added?

(d) Has distilled wate