[bruce511]

I formulated "Bruce's First Law" on my first day of doing support, and I quote it back to myself every week 30 years later.

Bruce's First Law : "never believe a word they say"

Customers lie. By omission, on purpose, by mistake, or whyever. Trust nothing, verify _everything_.

Remote Access so you can see what they see, is the single biggest improvement to support in decades. I have had customers _literally_ "read" an error message to me, when some completely different error is on their screen.