"Both times I ended up having to call tech support and start all over again with clueless script readers."

"If anyone wants to really learn the troubleshooting issues toss the script and get into the trenches."

Amen. There is nothing more infuriating during a loss of service, be it IT related or otherwise, than suffering through this mindless repetition. I'm not a rocket scientist, but yes, I checked the power cord. Yes, I checked the power cord. Yes, I checked the power cord. Yes, I checked the power cord. Yes, I checked the power cord. Yes, I checked the power cord. Yes, I checked the power cord. Yes, I checked the power cord. Yes, I checked the power cord. Yes, I checked the power cord.

Gladwell's presentation at a recent RSA conference was based on "Blink" and the Kouros story. It's a fascinating account - and he's right. That "gut feeling" that comes from lots of experience will save you and your customer(s) a ton of pain. The front line folks need to be the sort who can toss the scripts and make some judgement calls. Good judgement, according to Gladwell, has (among other things) a "mysterious" quality. The person with the right answer can't even really explain how they came up with it, they just "know" its right, based on their subconscious experiences (their days in the trenches). Put me in touch with one of these folks when I have a problem - and I'm a happy camper who likely won't "bother" you again. Run me around the horn 3 times with a script kiddie, and given the opportunity, I'll write you off and not look back.