I had a look at this, and then saw the link at the bottom to "He's Only in Field Service".<p><a href="http://www.folklore.org/StoryView.py?project=Macintosh&story=Hes_Only_in_Field_Service.txt&sortOrder=Sort%20by%20Date" rel="nofollow">http://www.folklore.org/StoryView.py?project=Macintosh&s...</a><p>There is certainly a message in that about taking care of the customer, and not making assumptions.