Customer: Must be something wrong with your gear, because we know what we are doing.
Me: Er … (noting that something that was working correctly before they touched it, is no longer working) … ok … so what changes have you made?
Customer: Changes? We haven’t changed anything!
Me: Er … but it was working, then it stopped working. So what changed?
Customer: We just altered the network
Me: Ok, now we are onto something (and likely the reason why the “equipment is broken“)
Customer: But we didn’t break it …
Me: Yes, I understand. Now lets get it working again.
I guess I am surprised at how quickly people leap to pointing fingers, as compared to how quickly they leap to trying to fix what they broke, and understand why they broke it.
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