8hrs vs 5mins
I once had the MD site me down for a chat, whereby he pointed out that an incoming support call could be routed to:
1) Steve - a call-out, a couple of hours onsite, come back and speak to Dave, back onsite for an hour and get the job fixed. All chargeable.
2) Dave - a call-out, about an hour to an hour and a half onsite, get the job fixed. Happy customer, all chargeable.
3) Me - fixed in ten minutes over the phone. Delighted customer, and bugger all to bill.
I can't say I had an answer for him. I have, however, gone onsite, fixed the problem and got back before my tea got cold. I can't help but feel I maybe had a hand in that company going bankrupt.
Biting the hand that feeds IT
