Customer problems often cannot be solved in 5 minutes, says David Werdiger from his personal experience. The short cut often ends up with collateral damage that takes much longer to repair.

“One of the facts of life is that most people like to be accommodating. Customer has a small request … so you say ‘sure, that can be done, it’s just a 5 minute fix’. How many times have we said this, only to regret it later? And how many times has this desire to accommodate the client ended up causing problems? The last time for me was 8 years ago and, believe me, never again!” [Billing Bureau]