Sunday, September 14, 2008
Yeah, I've been there...
Frequently when I was doing support for the cell-phone company, customers would contact me regarding some major and vexing issue. My personal rule was that the difficulty in solving a problem was in inverse proportion to the size of it.
Massive problems usually have simple fixes. I knew them, I applied them.
Then the customer smelled competence, it was like blood in the water. They then presented me with some minor inconvenience which took hours to untangle.
If only I hadn't solved the original problem so easily, they wouldn't have wanted to bother with the second.
At my new job when this happens I get to say "one problem per incident", make a new trouble ticket and shove it in the queue for some other poor fool.
- ▼ September (8)