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Subject:Re: Butt-or-ego insulation query From:Samuel -dot- Beard -at- tdcj -dot- state -dot- tx -dot- us To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Wed, 29 Jan 2003 11:43:44 -0600
KMcLauchlan -at- chrysalis-its -dot- com
Sent by: To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
bounce-techwr-l-117504 -at- lists -dot- cc:
raycomm.com Subject: Butt-or-ego insulation query
01/29/03 11:06 AM
Please respond to KMcLauchlan
ID Number:
Hey Kevin,
<snip>
He had practiced an upgrade with his "lab" system
and backup token, but had then embarrassed himself
when he found himself floundering during a real-life
production upgrade.
Hmm. The user manual is pretty clear that you must
initialize before you can do the usual work (i.e.,
backups and restores). But this was a separate,
stand-alone upgrade procedure doc. Hmm.
Personally, I think the answer lies in these paragraphs: the customer
embarrassed himself and then needed someone else to blame for it!
Therefore, it wasn't HIS fault he didn't read directions and follow the
correct procedures to prevent embarrassing himself. Rather, it was YOUR
fault for not TELLING him to read the directions and follow the correct
procedures for installing the update! But, maybe that's just me! ;-P
I'm not sure it's possible to cover EVERY SINGLE possibility, as
someone, somewhere, will have/do something that you didn't/couldn't
foresee. Maybe the answer is to politely thank the customer for pointing
this out to you, apologize for the company, and decide whether or not
that's something that you REALLY need to specify, according to the rest of
your customers. Or how important THIS customer is to the company!
Sam
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