Our copiers are configured with a secure printing solution that stores the jobs until the user taps their badge on a sensor and releases them. Recently, we had a user call in claiming that her badge wasn’t working when she tried to print. Now, this particular person is one of our “extra-special” types, so I told my colleague that took the call to let her know that I would follow up with her shortly as I was almost certain that there wasn’t an issue with the badge or with the secure print software.
A little later, I showed up at her desk to see if I could remedy the problem. She immediately tried to give me her badge for inspection but I handed it back and told her I didn’t think that the issue was with the badge. I almost laughed out loud at her incredulous response, “REEEALLY?” Instead I just smiled and asked her to show me what she was printing.
She opened the document and clicked the “Print” button on the toolbar. As soon as the print dialog opened, I knew that I was right about the badge. The printer that was selected was located at another site where she had been working previously – one that didn’t use the secure print software. When I mentioned to her that she was trying to print to a printer located halfway across town, she finally had her light-bulb moment. “Ohhhh…now i feel really stupid,” she replied.
It took a lot of restraint not to agree with her out loud.