We didn't hear from Larry for six months. But then, as luck would have it, the same tech answered a blistering call from Larry, who was ranting and raving about how our Internet service is always down, unreliable, blah, blah, blah -- in spite of no recorded circuit failures or DSLAM problems since his last call.
After absorbing the vitriolic tirade with as professional a demeanor as he could muster, our tech asked the question of the day: "Is it Thursday, Larry?"
A very long silence passed, after which an extremely apologetic Larry returned to the phone, yammering on and on about how embarrassed he was, how great our customer service is, and how he would never, never, never call again unless he was absolutely sure he really had a problem.
The tech politely ended the call, hung up, and burst out laughing so loud that he startled the entire office.
The takeaway: Document everything, even seemingly inconsequential details, and have the information available to all the tech staff. You never know when you or someone on your team will get a chance to quickly save the day and maybe score a good chuckle in the process.