Not too long ago, there was a posting in Sharky’s Column, a column of the dumb things that can happen in IT, about an IT person’s experience with a very cheerful and helpful strong man.

I don’t want spoil the story too much, but the response by the IT person helped the “gentle giant” save face and he didn’t even know it. This story is a good example of how we can offer excellent service to our customers while keeping them out of trouble at the same time.

When we can keep our customer happy we should – even if it means that the “cable was faulty”…