IhadbeendoingTechSupportforHewlett-Packard'sDeskJetdivisionforaboutamonthwhenIhadacustomercallwithaproblemIjustcouldn'tsolve.Shecouldnotprintyellow.Alltheothercolorswouldprintfine，whichtrulybaffledmebecausetheonlytruecolorsarecyan，magenta，andyellow.Ihadthecustomerchangeinkcartridges，deleteandreinstallthedrivers.Nothingworked.Iaskedmycoworkersforhelp；theyofferednonewideas.Afterovertwohoursoftroubleshooting，Iwasabouttotellthecustomertosendtheprinterintousforrepairwhensheaskedquietly，"Should ...

我始终抱持着一个态度：没有「问题客户」，只有客户的重大问题。陷溺问题的挣扎，永远比寻求解决之道浪费时间且消耗精力。