I used to say, “Look, I already know you have it plugged in, but unplug and plug it in again to re-seat it. You get that out of the way while I keep looking on my end.”
Boom! You didn’t call them stupid and got them engaged as a partner in the troubleshooting process.
Had one lady on the phone, “I’m sure the cable is screwed in, but from my end, it looks for all the world like it’s not.”
She was offended but finally looked. Lo and behold, unplugged. Here’s the kicker, she starts demanding that I explain why the maid would do that. She wasn’t merely exclaiming about the maid’s malfeasance, she wanted me to explain it.
A favorite was telling a guy it looked utterly disconnected, like the cable wasn’t even plugged in. (We could kinda tell from our end.) “Hold on a minute.” I hear the backdoor screen slam, he’s gone for 3 minutes, modem comes on!
“What did you find?!”
“Cable company came to disconnect my neighbor, got my line instead, screwed it back in.”
LOL, our idiot disco tech left the pedestal unlocked AND got the wrong customer.
I used to say, “Look, I already know you have it plugged in, but unplug and plug it in again to re-seat it. You get that out of the way while I keep looking on my end.”
Boom! You didn’t call them stupid and got them engaged as a partner in the troubleshooting process.
Had one lady on the phone, “I’m sure the cable is screwed in, but from my end, it looks for all the world like it’s not.”
She was offended but finally looked. Lo and behold, unplugged. Here’s the kicker, she starts demanding that I explain why the maid would do that. She wasn’t merely exclaiming about the maid’s malfeasance, she wanted me to explain it.
A favorite was telling a guy it looked utterly disconnected, like the cable wasn’t even plugged in. (We could kinda tell from our end.) “Hold on a minute.” I hear the backdoor screen slam, he’s gone for 3 minutes, modem comes on!
“What did you find?!”
“Cable company came to disconnect my neighbor, got my line instead, screwed it back in.”
LOL, our idiot disco tech left the pedestal unlocked AND got the wrong customer.