The hole truth

Flashback to the 1990s, when this pilot fish is representing a vendor whose IT teams support a huge corporation.

"I participated in a weekly meeting of the client's senior technology and operations managers, and then would address issues raised with the vendor's appropriate service, engineering or sales team," fish says.

"After several years, I believed I had heard and dealt with every possible concern that this client could raise."

But at one such meeting, a comptroller at company headquarters brings up an issue that baffles fish: "In one of our accounting groups, all of my staff have holes in their CRTs," he says.

Fish smiles politely and assures the comptroller that he will have the situation investigates.

But he knows it's crazy. How can a CRT monitor still work with a hole in it?

And since that department is nearby, fish decides to investigate on his own before passing the issue to a field service team.

He walks into the department and asks around until he finds someone in the group with holes in their CRTs. Can you show me? he asks.

And sure enough, there are holes. "They're in the anti-glare screens that covered every monitor in the area," sighs fish. "These bookkeepers ran their pencils over the lines on the screens as they verified numbers.

"Over time, each of them had worn very visible holes in the anti-glare screens. From their point of view, that screen was just a part of the monitor."

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