Technical Tactics

6. If your machine isn't down, don't say it is: I wish I had a nickel for every time a customer told me his machine was down, when it really wasn't. Perhaps he thought it would get me there sooner. I'll admit that it did get me moving faster, but I never took that customer's word for it afterwards.

7. If a tech asks you to look at a machine while on the phone, do it: The technician may want to find out which parts to bring. This means you'll be back in operation sooner. You might even get your machine fixed with phone tech support. This means a smaller maintenance bill. You might be thinking that this is irrelevant because you have a service contract. Remember that technicians are like everyone else in life. Get them angry enough, and they'll hold a grudge. Then see how long it takes to order parts or fix your machine when you need it to run.