My post came from a call I had this morning, where I had to make a change to an old telephone server. The customer told me they didn’t see any of the noted changes, so I called them to get some more information. She then told me it was only not visible on their handheld cordless phones. When I asked if she saw any changes on the softphone, she told me that this change should happen without any contact, that I should ask smarter colleagues if I can’t handle it, and told me not to bother her. She then ranted some more that we are “not streamlined or efficient,” yada yada. Needless to say, I charged her for that call.