I need to take a look at a no cool.

I didn't catch the guy's name at first, but the voice mail said, "I need to take a look at a no cool." 

For a second, I was puzzled. (Who or what is "no cool?") Then, I remembered that we'd put in a service request to get the air conditioner (AC) checked. I contextualized a little..."no cool" must be industry jargon for "broken AC unit." Got it!

The voice message made me smile for a second, because, after I translated it, I realized help was on the way...during a very hot summer. Then I began thinking about the feedback I wanted to provide the technician:

• Empathize with your customers; broken AC units cause a households a lot of stress
• We're concerned about how quickly you'll fit us into your schedule; it's July and very hot
• We're fearful about the cost of repairs--yikes!
• We fear that you may charge us an unreasonable amount (because we no nothing about AC!)
  
• We generally have no idea what you're talking about, and you're talking about our house (a thing we feel we should know and understand)

The first bullets can be assuaged by some good customer service, professionalism, and empathy.

Just as important is the last bullet: We aren't speaking the same language. And that's adding to our stress and overall experience with your service guys. It also makes it hard to trust that we're making a good decision in authorizing repairs. (Read: in how we're spending money and taking care of our house.) Please, explain it in plain English.

In your business, what jargon terms or phrases do you say to customers or clients? What's the impact to the customer experience? (If you aren't sure, have you ever asked them?) How could you be more clear?

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