I agree that professional appearance is important these days, because of the new business models of open service areas. I also believe that you cannot under estimate the value of people skills. It used to be that there were customer service people who dealt with the public, and the techs stayed in the back and did the technical work. These days, with companies trying to run leaner payrolls, people are more apt to have to multitask at their job. Dealing with the customers, explaining problems, and repair strategies is more common in today’s world of the “smart consumer”. Without the ability to identify and deal with the various types of customer personalities a person can lose control of the situation, and quite possible lose business for the company. With a minor understanding of self control, patience, and listening skills a person can walk away from a difficult situation with an acceptable solution for both sides. These are rarely naturally occurring skills they must be taught and practiced to be effective. I think a tech with a dirty, un-tucked shirt is by far less off-putting then a tech that cannot be pleasant and understanding to a difficult customers’ needs. Scott Hathaway CNT Instructor PCI Woburn