This support pilot fish divides users into two groups.
"There are those who can help me diagnose a problem, and those who lead me down a rat hole if I believe anything they say," says fish."I frequently ask test questions to gauge the type of user they are."Case in point: a newly hired marketing writer who calls fish to ask about her home PC.
She's not supposed to do that, but fish figures he'll try to help with a little triage anyway.User: "I got a wireless mouse, and now the monitor won't work when I start up my computer."Fish: "Are the cables plugged firmly into the computer and monitor"User: "Yes."Fish: "Are the power cords plugged into a multiple outlet strip"