Hot take: the new repair shop in Springfield is doing things the wrong way

I stopped by that new place on Main Street last week, and they had all their workstations facing away from the customers. The owner told me it's to 'reduce distractions' while they work. I get the idea, but I've been doing this for 15 years and I think it's a mistake. It makes the whole process feel secretive and builds zero trust. In my shop, clients can see exactly what I'm doing with their $2,000 laptop. How do you all handle the client visibility balance in your own shops?

3 comments

3 Comments

susan_ward6d ago

You know what, Paul's point about wasting time explaining things really hits home. But have you considered how that setup might actually hurt their work in the long run? If a tech can't glance up to show a customer a cracked part or a burnt capacitor, they're missing a key chance to prove their value. That quick visual proof builds way more trust than just handing someone a fixed device with no story. It feels like trading short term speed for long term customer relationships.

seth_carr18d agoTop Commenter

I'd kill for that kind of focus, honestly.

paul_morgan18d ago

Remember thinking customers watching would keep me honest? Seeing that shop made me realize how much time I waste explaining every little step, and now I get the focus thing. Honestly, it might look secretive but it probably just lets them work faster.