The other day I was reminded of my days in "corporate America" when I would have to call one of our tech guys to help me with a problem. They would usually ask everyone the same questions - regardless of their technical skill level - "is it turned on?" or "is it plugged in?", or some other question, which at the time I thought was ridiculous. Now that I am providing tech support services, I fully understand why these questions were asked.
One of my favorite clients (they are all favorites, but don't let her know that), called very upset. She said she had been cleaning her new notebook computer, and her wireless connection was gone. I did not ask her any of the questions I mentioned in the paragraph above, because I knew her to be pretty tech savvy. I knew if she was calling it probably was a serious problem.
