We all have had this I'm sure...
we get a phone call, personal visit, or pass in the hall,
the person who needs help. Your company has an established
help procedure, and we are, as a basic requirement of employment
forced to follow it.
You kindly remind the user the policy, to put in a call for support
in the proper manor, but before you get the first sentence leaves your
lips you are presented with the cold hard facts of:
"My job (or "this problem") is much too important to wait"
"Management has no idea what my needs are"
"My problem doesn't fit into any know category known to man"

I post this question, because apparently the correct response is NOT:
"The management of this company, up through the top executives have said
that within a 1 hour response to the highest priority problem is the standard for all users/departments."

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