Understand the Evolution of Customer Expectations

What happens here

The speaker begins by stating that customer service is the most important aspect of residential electrical work. He contrasts the current market with the "1970s," where less formal conduct (e.g., showing up in pajamas with exposed butt crack) might have been acceptable due to less competition. Today, he emphasizes, professionalism and excellent service are non-negotiable for success and winning jobs, asserting that technical skill alone is insufficient without strong customer service.

Goal: Internalize the modern emphasis on customer service in the electrical trade.