One day while at work, a client called and reported a recurring problem on her colleague’s computer, the issue was keeping him from completing his mission at work. Our team applied a fix and asked the customer to monitor the screen to test if the error will re-appear. One hour later, the client called me and sent me a photo of the issue. I knew this issue might be frustrating and at first thought, I imagined that she would be angry about it, but when she sent me the picture, and after I looked well in it, I saw her and her colleague smiling at the screen and putting thumbs up, just like using the screen as a mirror while at the same time showing the error. And even though I was working on many cases under pressure, I suddenly remembered that no matter how big the issue was, solving it with a smile will make it better to solve, while solving it while angry will not make it any better. And from a client’s perspective, she delivered a little dose of laughter, willingly or unwillingly, but delivered a hidden message that it’s worth living the moment by smiling when they had a great pose for it.
Joe J. El Housseini
