Yes most definitely.  Customers today are well educated and I always it’s nice to see exactly how educated your customer is with whatever it is you service. I also often learn of problems that only the homeowner would know as we are not in the home 24/7 so I find that by listening to your customer you can often help solve the problem.  Especially in the HVAC/R repair as sometimes the problems don’t always happen when we are on site so sometimes your customer can tell you what has been happening but sometimes it’s intermittent. I’ve had several customers help solve difficult problems. The problem is that the average professional doesn’t have time to listen and more than not think they know way more than homeowner or building manager. Today’s customer is at least twice as knowledgeable as they were 15 years ago. As far as I’m concerned the more info we get from customer the better we are. It also assures the customer you actually care.