week #30: No Good Very Bad Day

Today, I made my first Very Unhappy Customer [tm].

It was a ticket that had worried me for 2 days, and I had already mentioned it to my supervisor. When customer asked for supervisor contact, I gave them a heads up. My boss chatted with me first, and I was reassured that I seemed to have done all the right things and provided good information in the ticket.

Then I went to a late lunch. Came back, and another group's supervisor (where I escalated my ticket) opened a meeting with me and my supervisor. They wrote beforehand that this ticket would have confused them if they had been the one to receive it, which is nice to hear from someone much more knowledgeable on this topic than I am. They opened the meeting praising me for my calm patience, and telling us both that if there was any flak to escalate it directly to them. That offer seems like one that isn't often made. Basically... it was very reassuring to hear that I had acted okay, and user was just very unhappy without an appropriate-level trigger for it.

My "weekend" begins now, and I need a drink. I haven't had whiskey in months. I'm cracking open that bottle now.