Will your technicians treat our office manager the way they treat the owner?

We see this pattern often: the owner is technical, and the office manager, frequently the owner's spouse, is the person who actually deals with the provider every day. Some technicians unconsciously give the detailed answer to the owner and a simplified one to everyone else. It is condescending, and it also means the person doing the work is getting the worse information.

Your office manager gets the same explanations, the same access, and the same authority you tell us they have. Nobody has to prove they are technical enough to receive a straight answer.

This is worth watching during the sales process rather than after. In the first meeting, notice who they talk to and who they look at when a question comes from someone other than the owner.