To perform a thorough diagnostic, the _________ must be set prior to the call.

The customer experience should change based on how hot or cold it is outdoors.

Drew recommends that while doing a thorough evaluation of the system, the technician should _________ any findings so there are no surprises for the homeowner or for another technician that may come to the home.

One example of how to help set expectations for the service call is for the dispatcher to let the homeowner know the ________ of the diagnostic process.

Weldon warns against a technician’s urge to ________ as soon as one problem is found.