Reply to post: Re: Beware enterprising users...

Behold: The ghastly, preening, lesser-spotted Incredible Bullsh*tting Customer

Peter Gathercole Silver badge

Re: Beware enterprising users...

I've recanted this story before, but when I was in the support for a large multinational business system supplier, I was the co-ordinating specialist for a consorium of educational customers who were getting a reputation for not checking or testing any fixes we supplied to them. Unfortunately, they were important for PR reasons, which is why they had an allocated specialist as a primary contact point.

One of my jobs every week was to call my contact there and ask whether they had made any progress in apply any of the updates or fixes they'd been given.

One frustrating day, I put into the problem record my true feelings, something along the lines of "Sheesh, <Customer name> applying any fixes? Not a chance!". It was only mildly derogatory, but what I didn't realize was that not only did the customer have a technical advocate, they also had a relationship manager who allowed them to read the problem records....

I was duly hauled into my managers office with the relationship manager, and whilst my manager privately agreed with my sentiments, he had to be seen to be telling me off.

Unfortunately, a few months later, the then relationship manager moved into the support centre - as my manager! Fortunately, he was quite a decent guy, and we actually ended up with a good working relationship once we had cleared the air.

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