The bigger part of the role is what happens after that. Grant sets the standard for how technicians deal with customers, and holds them to it. Turning up when you said you would, explaining what’s actually wrong in plain English, being upfront about cost before any work starts, and leaving the place as you found it. Trade work is judged as much on the visit as the repair, and Grant’s job is making sure the person who knocks on the door is someone the customer is glad they called. He works with technicians across metro and regional Australia, which is what lets the network grow where customers actually need it rather than only in the capital cities.