zactly :>) If I say "thingy" it makes me look/sound like an idiot.  My favorite auto mechanic back in Seattle always explained things in proper nomenclature.  Maybe because I know a thing or two about cars, but he would explain why the "thingy" needed to work properly with the thingamajig for the car to go... in an intelligent way!  I heard him explain to little old ladies or gents, or whomever, in proper terminology with some explanation of what that part was and why it wasn't working. Sometimes, he took more time to tell them about the thingy, but always used the part's name...  maybe that's why I went to him for 20 years! We became great friends over the years!  He had a piano too, and so the tide turned with him, and he would get it.  Nice to regulate a piano for a timing belt replacement, or help me get a good replacement car for a great deal I think explaining in real words boosts the customer's intelligence.  Never talk "down" to anybody, but bring them "up" to your level!!  That's always been my norm.  How else can they explain the next time what might be happening.  The "sticky key" got to be much easier to diagnose over the phone the next time they called!!   Being correct, sounding like you know what you're doing, explaining parts and their functions, will save you all time in the future, and it makes the customer more confident when they call you! Don't get all into proper measurements and all.  If you do, then the glazed eyes will appear!! :>) Good on you! Paul <table width=100%> <tr valign=top> <td>From: <td>William Monroe <bill@a440piano.net> <tr valign=top> <td>To: <td>pianotech@ptg.org <tr valign=top> <td>Date: <td>11/17/2011 11:56 AM <tr valign=top> <td>Subject: <td>Re: [pianotech] nomenclature</table> <hr noshade> Basically, I agree, Paul.  We may be saying the same thing, essentially.  That is, I don't tell them that a jack is a "thingy" or anything else.  I do often say, "this "L" shaped piece is called the jack..."  And ever after it is simply the jack.  So yes, I explain, but I do so using proper nomenclature.  As you say, though, only as much as a client wants.  As the eyes glaze, my explanations shorten. William R. Monroe On Thu, Nov 17, 2011 at 8:20 AM, Paul T Williams <<a href=mailto:pwilliams4@unlnotes.unl.edu>pwilliams4@unlnotes.unl.edu</a>> wrote: I don't know, William.  I can't usually read the Dr.'s writing ;>).   But like Wim,  I explain in layman's terms, but write up in proper nomenclature. If the customer seems interested, I'll show them what a jack is, or a damper wire, or whatever I worked on.  Most people just want it to work and I can tell if I'm talking to a brick wall pretty fast, now, after 20 years in this biz. Paul <table width=100%> <tr valign=top> <td width=19%>From: <td width=80%>William Monroe <<a href=mailto:bill@a440piano.net target=_blank>bill@a440piano.net</a>> <tr valign=top> <td>To: <td><a href=mailto:pianotech@ptg.org target=_blank>pianotech@ptg.org</a> <tr valign=top> <td>Date: <td>11/17/2011 08:13 AM <tr valign=top> <td>Subject: <td>Re: [pianotech] nomenclature</table> <hr noshade> Does your doctor write a prescription in layman's terms? Use intelligent language that says what you really mean, and give an explanation if necessary.  I carry labelled upright and grand action diagrams for my curious clients.  In other words, I try to educate my clients, rather than dumb down my presentation. William R. Monroe