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Support Cases and Mourning

I was thinking about how I handle support cases, and it tickled me that I often follow the Kübler-Ross model of grief, although I prefer the steps outlined by Dr. Hibbert in “The Deadly Blowfish”:

   Dr. H: Now, a little death anxiety is normal.  You can expect to go through
          five stages.  The first is denial.
   Homer: No way!  Because I'm not dying! [hugs Marge]
   Dr. H: The second is anger.
   Homer: Why you little! [steps towards Dr. H]
   Dr. H: After that comes fear.
   Homer: What's after fear?  What's after fear? [cringes]
   Dr. H: Bargaining.
   Homer: Doc, you gotta get me out of this!  I'll make it worth your while!
   Dr. H: Finally, acceptance.
   Homer: Well, we all gotta go sometime.
   Dr. H: Mr. Simpson, your progress astounds me.

 

Denial

“No way!  Because I fixed that bug.  The customer is wrong.”

Anger

“Gah!  This is keeping me from my work!”

Fear

“What if this bug is deeper than it appears?”

Bargaining

“If I can come up with a workaround, they’ll be happy with that, right?”

Acceptance

“Oh well, I’ll put in the fix.”

Published Tuesday, December 15, 2009 3:34 PM by Steve Hawley

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