In 1991-1992, I worked for a company that was a contractor for a super big telecom company. We initially developed the User Manual for their first Windows-based communications software. We then transitioned into being the tech support for the software. So few people knew how to use Windows in those days, so we were busy. The company was on the East Coast, and only three of us to cover a 12-hour day and an increasing workload as the software became more popular. The software allowed PC-to-PC communication, but the company developed the software primarily to enable PC-to-PBX systems. The system was a business telephone PBX system that was prevalent in the pre-cell phone days.

I got a call from the same person almost daily for about two weeks. We can call him Mr. NeedsHelp. He worked for a large company and was utterly tech-illiterate but was in charge of the PBX. He was having considerable trouble, and I had to talk him through the same processes several times. One thing I gave him credit for was that he actually read the manual before calling. He was also a really nice guy, which can make a difference in how you relate to people.

It's the start of a new week, and I get a phone call from an unknown woman asking for me. I told her she got me and asked how I could help. She said her name was Mrs. NeedsHelp and wanted me to know Mr. NeedsHelp had passed away from a heart attack in his sleep over the weekend. That was unexpected and I kind of stumbled through offering my condolences. She said he had talked to her about how helpful I had been and that I never lost my cool when he had so much trouble. I thanked her for the call.

That was one support call I am glad I only got once.