Tag Archives: tech support

300 Seconds, BUSINESS, coronavirus, Eduardo Soliz, JUST SAYING, Podcasting, PODCASTS, RANDOMIZER9.COM, TECH, TECH SUPPORT, WORDS, WORK

300 Seconds Episode #115: “Fired”

NOTE: This is a transcript of a podcast for those with hearing difficulties, those that prefer to read, and those who would prefer to not hear the sound of my voice. 😉

Click here to listen to this episode! 

You are listening to ‘300 Seconds with Eduardo Soliz,’ and this is episode number 115, “Fired!” so let the 300 Seconds begin!

Technical support is not an easy job to do, and when you work at a place that sucks, it makes it all the more harder.  My last full-time tech support job was at a school and it had been working out well, but I was laid off after my campus was closed thanks to the coronavirus back in episode number 107.  Six months and four episodes later, I would be hired on to a contract job.  It started out well enough for the first three months, but I was then transferred to another department where everything went to crap. 

There, I found myself dealing with some of the worst users that I have ever had to deal with in my ten years of doing technical support.  Now when I say that, I should mention that I spent time working for a company that made terrible software and had a monopoly on it so they never fixed anything, a cable company, federal and state tax departments, and yet somehow, those users managed to be worse.  Management treated them like children, and so they acted like children.  Funny how that works.  My boss in the department was also a lousy person who never once told me that things weren’t going well.  Instead, they let things accumulate so that they could dump a laundry list of complaints onto my boss in the IT department so that he could be the one to read me the riot act. 

On top of that, the administrative staff did this super passive-aggressive thing where they acted like I didn’t exist.  It was not unusual for me to be invited to a meeting fifteen minutes before it started.  Whenever special events happened in or out of the office, I was never invited.  I knew that things were happening because it was a small office and you could hear what everyone was saying, but no, they never invited me.  I don’t know that I would have joined them, but still, an invite would have been appreciated.  Finally, I had been sent to the principal’s office twice for bed behavior.  I was on the cusp of being fired, and so I decided that it was time for me to go.

I had planned on giving them one week’s notice, but a social media post changed my mind.  The morning that I was going to put in that notice, I saw that a guy that I used to work with had died overnight of COVID.  His name was Noah Villanueva.  He was a good tech, but more importantly, he was a good man.  Noah was a big funny guy, always smiling and joking in spite of all the crap that we all had to deal with at that place.  In fact, Noah was so nice that it would give us leads a little bit of grief every so often, but God bless him, we couldn’t be mad at him for very long. 

He left us to work at one of the cool companies in town, and I was happy for him when that happened, because he deserved better.  Noah was a damn good guy.  And now he was gone.  Except for the occasional exchange on Facebook, we hadn’t really kept in touch a whole lot, but I wept at my desk as I read the outpouring of disbelief and sadness from his coworkers and friends.  I tried to get back to work, but I couldn’t.  God help me, I couldn’t stop thinking about him and I couldn’t stop crying.  Hell, I’m sitting in front of a coffee shop crying as I type this.

Meanwhile, everyone else in the office went about their business as usual; I mean who cares about that guy crying at his desk, right?  He’s only a contractor.  Maybe if someone had asked me what was wrong, I would have stuck with my original plan.  Just one kind word might have been enough for me to put up with their crap for one more week.  I instead decided that these jerks didn’t even deserve that.

And so I packed my things.  I wrote an email to The Boss that said: “I am resigning my position effective immediately. Thank you for the opportunity.”  I clicked Send, tossed my badge on to my desk, and left the building, never to return.  This wasn’t the first time I had quit a job, but it would be the first time I would do so with a good plan on what to do next.

And what would that be?  Two words: Career change.  Stay tuned.

This has been 300 Seconds, the next episode will be posted after I update about a dozen job board statuses to “Not Looking for Work.”  I am Eduardo Soliz, if you’d like to hear or read more of my wonderfully weird words, visit Eduardo Soliz dot com, and I thank you for listening!  Be Good, Take Care, and God Bless.

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300 Seconds with Eduardo Soliz, Episode #105: “My Coronavirus Story Part 2- Work From Home?”

NOTE: This is a transcript of a podcast for those with hearing difficulties, those that prefer to read, and those who would prefer to not hear the sound of my voice. 😉

Click here to listen to this episode!

You are listening to ‘300 Seconds with Eduardo Soliz,’ and this is episode number 105, “My Coronavirus Story Part Two: Work From Home?” so let the 300 Seconds begin!

I am a creature of habit.  As such, I like routines, especially when it comes to my job.  Wake up at a certain time, go for a walk, take a shower, get dressed, have breakfast, drive to the office, drink coffee, fix stuff, drink coffee, have lunch, drink some more coffee, fix some more stuff and then drive home.  Monday through Friday, five days out of the week, that is my work life and I’m fine with it.  I don’t do quite as well with open-ended jobs where I am left to my own devices without an overarching plan of some sort, but that’s a topic for another time. 

Monday, March the 16th was my first full week of working from home following the shutdown of our offices the previous week (and the previous episode) so I had to create a new routine to settle into.  I set my work laptop up on the dinner table and dedicated that space to be my ‘home office’ for the time being.  Like everything else in life, the new normal that I settled into had its ups and downs.  One immediate improvement was that since I no longer had a commute, that time that I was spending on the road could be put to better use in bed sleeping.  Not having to wear pants or even a polo shirt was also nice.  The biggest downsides of working from home were the lack of human contact and the blurring of lines between home life and work life.  I’m one of these people who likes to use a giant metaphorical Sharpie to draw a big thick metaphorical line between my home life and my work life.  I will say that having a dedicated work area away from my personal space helped immensely.  After all, even before we were forced to isolate, the dining room table didn’t get much use.

My new routine quickly became: wake up, go for a walk, take a shower, get dressed, have breakfast, sit at the dining room table, log into my work laptop, have a cup of coffee, wait for things to happen, have lunch, sign in to our afternoon meeting, wait for things to happen again, and then log out of the laptop.  There wasn’t much work to do for reasons I’ll go into in a moment.

But first, I have to bring up our daily meetings.  Holy cats, those daily meetings sucked.  Over the course of my 20+ year career, daily meetings have always sucked.  Inevitably, they turn into the same thing every day and they usually go away in favor of weekly meetings which eventually go away to monthly meetings, which eventually die out completely.  Our daily meetings got dull to the point where our supervisor flat-out told us that he didn’t even care for them, but we had to have them because the home office said so.  Thus, every day we all spent the better part of five or ten minutes looking at our screens waiting for somebody else to bring up a question or issue that hadn’t already been bought up in our team chat.  It rarely happened.

Another thing that rarely happened was actual work.  We had a small team of techs that handled remote issues over the phone.  It was very rare that we in-person techs had to pick up their slack because they were always on the ball.  But with everyone working from home, we now had four to five times as many techs now handling the same number of remote issues.  At first, there was work to do helping folks, particularly the staff members, get their work from home setups established, but once that was over with the amount of work available to everyone dried up considerably.  We were stuck hunting for open tickets in the system and occasionally asking if there were things we could help with in chat and during our daily meetings. 

The days turned into weeks, and with no end to the pandemic on the horizon, I couldn’t help but wonder how long this state of affairs would last.  I would get an answer to that question at the end of April, and you’ll get the answer in the next episode.

This has been 300 Seconds with Eduardo Soliz, the next episode will be posted after I make a cup of coffee.  Subscribe via your favorite app, and visit Eduardo Soliz dot com for more wonderfully weird words written by me!  I am Eduardo Soliz and I thank you for listening!  Be Good, Take Care and God Bless.

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300 Seconds with Eduardo Soliz, Episode #104: “My Coronavirus Story: The Fiesta’s Over”

NOTE: This is a transcript of a podcast for those with hearing difficulties, those that prefer to read, and those who rather prefer to not hear the sound of my voice. 😉

Click here to listen to this episode on Podomatic.com!

You are listening to ‘300 Seconds with Eduardo Soliz,’ and this is episode number one hundred and four: “My Coronavirus Story: The Fiesta’s Over,” so let the 300 Seconds begin!

For me, the whole coronavirus business started with an e-mail that dropped into my inbox one afternoon in mid-March, which now seems so long ago.  My job at the time was being the computer tech at a local night school.  The campus was small and the people there were nice, so it was a pretty cushy gig.  Except for the weirdo night school schedule and having to work the occasional Saturday, it would have been the perfect job, but that’s a conversation for another time.

I was aware of the coronavirus situation, though not a whole lot had changed for me personally; the security guard would spend time each day sanitizing door latches with Lysol and I had started sanitizing the keyboards and mice that were in the classrooms.  The week before, there had been a bit of a stir when one of the folks in quarantine at Lackland Air Force Base had gone to a local mall before testing positive for the virus, resulting in the mall shutting down for deep cleaning.  I remember Mayor Nirenberg having lunch at that mall after the reopening to reassure the public that all was well; I had actually gone to the same mall for lunch that day and joked to my friends about missing him.  While at the mall, I asked the gal at the register if things had slowed own and she gave a resounding yes with no hesitation whatsoever.

Otherwise, Thursday, March the 12th of 2020 was just another day at the office for me keeping computers, projectors, servers, staff, and professors up and running.  Sometime after lunch, the e-mail that would change everything arrived.  That night’s classes would be the final one of the session because all campuses were closing down.  From here on out, classes would be online only and everyone would be working from home.  That meant that folks had to gather up laptops, docks, monitors, keyboards, mice and pretty much anything else they might need to work from home.  The email mentioned that the closure would be through the end of the month, though I quickly heard rumors that the closure would last though the end of April.

My day became much more interesting after that. All I had to do to prepare for working from home was pack my work laptop and the professors were already accustomed to working from home.  That left campus staff who came to me asking for extra cables, headsets, mice, monitors and even a few docking stations.  After I took care of them, I began packing up the personal items that I had in my office.  That took some time, because as office workers are oft to do, I had accumulated quite a few things.  My Spidey-sense told me that I would not be coming back for a while, so I packed everything up.  Of course, at the time, nobody had any idea of how bad things were going to get.

The next day, March the thirteenth, was a sad and crazy day in San Antonio both at the same time.  Speculation had been circulating that Fiesta, the Alamo City’s 17-day long celebration of Texas independence, would be cancelled, and on that day, it was.  I honestly believe that the majority of folks in San Antonio did not take the coronavirus seriously until Fiesta was cancelled.  I say this because I decided to take a trip to HEB during my lunch break for a few things and it was INSANE.  The closest parking spot was in front of the store next door, and upon stepping inside, I was greeted by a mob of people with full shopping carts lined up all the way to the back of the store.  I quickly left upon seeing this and went to another store that wasn’t quite as packed.

I spent that workday logged into my work laptop monitoring queues and chats, waiting for something to happen.  It didn’t.

Ready or not, The New Normal was here to stay; it was just a matter of how long it was going to last.  It would turn to be longer than I had hoped and also shorter than I had expected.  You’ll see what I mean in the next episode.

This has been 300 Seconds with Eduardo Soliz, the next episode will be posted after I double-check on my stock of toilet paper.  Subscribe via your favorite app, and visit Eduardo Soliz dot com for more words written by me!  I am Eduardo Soliz and I thank you for listening!

Be Good, Take Care and God Bless.

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BUSINESS, CARS, JUST SAYING, TECH SUPPORT, WORK

The Difference…

workOver the last week, my Honda CR-V (aka The Excelsior) had been starting up just a little more sluggishly with each trip.  Eventually, it got to the point where it just barely started, but as is human nature, I figured that it would last just long enough to get to get the battery looked at.

Of course, I waited one trip too many and eventually it didn’t start at all one night.  Click-click-click-click-click was all I heard.

After getting a jump-start from a neighbor (always have cables in your vehicle, folks) I went to the auto parts store where I had replaced the original battery a few years prior.  I had a strong suspicion that the battery was dead, but when the gentleman asked if I would like to have it tested, it placed just enough doubt in my mind to make me think that might not be the case.  I didn’t want it to be something else, because as far as car repairs go, replacing a battery is on the fairly inexpensive scale, and it can be done by one’s self, assuming the vehicle can be taken to a good battery or vice-versa.

The gentleman grabbed a tester and followed me out to my noble (if not currently unreliable) steed.  I popped the hood and proceeded to let the gentleman do his job.  He attached the clips to the battery terminals and proceeded to push some buttons on the device.  After a few moments he told me the battery was good and asked if I wanted him to test other ‘start the car’ parts.  I said yes, and he asked me to start the vehicle.  I made a crack about ‘I hope it starts,’ but much to my surprise, it started with no hesitation.  A few moments and button presses later, the man told me that the alternator and starter were probably okay, too.  I thanked him for his time and went on my merry (if slightly worried) way to the grocery store, where the car started again without issue.  What the heck was wrong with my car?

As folks are oft to do these days, I went onto social media to share my ambivalence over the situation.  Friends offered advice and their own tales of automotive experiences, both good and bad.  One friend mentioned that a similar problem had been caused by loose terminal connectors.  This idea sounded intriguing to me, as I had recalled my interior lights flashing during the process of having it jumped, and so I resolved to investigate them come the morning.  I didn’t park the Excelsior in the garage because I had a feeling I was going to need another jump-start.

The next morning, I hopped into my trusty steed to go have some breakfast and was greeted by the clicking noise again.  No big deal, it’s the terminals, right?  Wrong.  Nothing was loose and there was no corrosion to be found.  It has to be the battery, I thought, but what the guy last night told me it was good.  I frumped for a while as I searched for nearby mechanics and groused over the pile of money I anticipated I was going to have to spend.

Finally, I decided to get a second opinion.

I got a jump-start from a different neighbor, and observed that both times we had to let my vehicle sit for a while and charge up.  The thought of it has to be the battery kept bouncing in my head as I drove to a different auto parts store.  I walked inside and asked to have my battery checked.  This time around, the tech got a frumpy look on her face when she saw my terminals.  The connectors to the Excelsior’s battery have these plastic covers that were getting in the way of the clips, meaning she could only reliably attach the clips to the screws that kept the connectors attached.  “I don’t like taking a reading from the screws, the reading is sometimes wrong,” She said.  The tech did her best to adjust the tester clip, but was not completely satisfied with the result: “I’m not getting a good reading, can you take the battery out?” She asked.

I said sure, and proceeded to do so, with the tools I keep inside the vehicle.  I also had to borrow a pair of pliers, but eventually dislodged the battery and took it inside the store.  The tech did her thing, and sure enough, the battery was bad.  Fortunately, I had purchased the ‘three-year replacement’ battery the last time and I received a new one free of charge.  I installed it myself, which was only fair since I had taken the old one out, and now my trusty steed is trusty once again.

I figured that it would be a good idea to let the tech know about my experience the night before.  We both agreed that the other guy just didn’t know about the screws providing unreliable readings.

And thus we have the difference between somebody who only knows how to follow instructions, and somebody that actually knows what they are doing because they have learned how things really work.

Whether they are fixing cars or computers, a good tech will have more in-depth knowledge about the things that they repair than someone who is only taught how to fix things or is working off a script.  When the ‘usual steps’ don’t work, a good tech can think things though and improvise to find a solution.  A bad tech only knows how to follow instructions, and when those instructions don’t do the job, they’re stuck, and so are you.

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Books, Nine to Five Lives, The Rules of Tech Support, Uncategorized, Writing

More Than Words

writingI have two projects that I haven’t been looking forward to working on, but carry on I must.  The first is a fiction story that involves the death of a character and the second is the follow-up to “The Rules of Tech Support.”

The reason I haven’t been looking forward to working on those projects is that working on stories that hit a little too close to home or that are sad can have an effect on me.  It may have happened before without my noticing it, but while working on a short story named “The Best Job In The World” for “Nine To Five Lives,” I noticed that I began feeling increasingly angsty at work.  I was even more angry and bitter than usual and it wasn’t until I finished the first draft of the story that I got over it.

I talked to a psychologist friend about it after the fact.  I asked him:  if reading fiction affects people in some way, wouldn’t writing it have an effect on those that write it as well?  He agreed, saying that something similar had happened to him when he was writing.

In all honesty, I think I am going to have a harder time writing the second tech support book.  While I can easily disconnect myself from a fictional character, I live tech support forty hours a week, which means I can probably look forward to being full of piss and vinegar for the next few weeks.  I could stop writing about work, but the insanity that the general public brings to the table is too rich of a vein of material to ignore.  I guess I’m stuck!

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“De-empathized”

square coverTech support folks are often accused of not caring about customer problems.  Most of you won’t want to hear this (and the rest of you will nod your heads in agreement), but the unfortunate truth is that yeah, many of us in tech support really don’t care about your problem.

A tech support person hears so much wailing and gnashing of customer teeth over the course of their job that it eventually fails to have any meaningful effect.  We eventually become ‘de-empathized’ and thus lose our ability to feel empathy or sympathy towards our customers.  Most of us don’t start out with much to begin with so it doesn’t take very long to reach that point.

Why?  A few reasons:

First, a tech can interact with a lot of customers, particularly if they do phone support. Let’s assume a tech talks to 20 customers over the course of a day:  That adds up to 100 people over the course of a week, or 5,200 people in a year.  Considering that the majority of them of them are calling because something is not working, a fairly high percentage of them are going to be angry, upset, and frustrated.  While most people are civil, many are not, and of course, there are a few jerks, to put it politely.  I submit to you that it is very difficult to hear all that negativity (to say nothing of the stupidity) and not have it affect you.

Secondly, techs get the same paycheck regardless of how many problems they fix or don’t fix.  If a tech puts in extra effort its probably because you’re being nice, or at least civil, but there are usually no consequences for not being able to fix a problem.  As much as I hate to admit, there are some problems that we can’t fix.

Finally, there is the repetition of hearing the same cries/pleads/screams for help day after day after day.  When you hear every customer tell you their problem is a matter of life and death the phrase becomes meaningless.  There is a saying that sums this attitude up best: “A failure to plan on your part does not constitute an emergency on my part.”  The constant exaggerating by customers only aggravates us further; are we supposed to believe that a customer just sat behind a computer for three hours on a stuck install?

Don’t confuse indifference for laziness, though:  Those jaded-don’t-give-a-crap support people are still going to do their jobs, but they are going to do it without a single shred of touchy-feely-ness.  I can’t pinpoint exactly when I stopped caring, but I haven’t cared about my customer’s problems for quite some time, now.  Unfortunately the lack of empathy and concern can be heard loud in clear in my ‘phone voice’ at work, and I’ve been called out on it on occasion.

But just like I do when I hear the cry of ‘it has to be done now’ or ‘it was working yesterday’ or ‘its your company’s fault.’  I sigh, fix their problem or tell them it can’t be fixed, and move on to the next person.  Its just water off an apathetic duck’s back.

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Upgrade or Die!

YOU GET NOTHING! YOU LOSE! GOOD DAY, SIR!

There are many common terms that have different meanings when put into the context of computers.  To most people, “monitor” means to keep an eye on something, but to us IT Guys, its a display device.  “Legacy” is another one of those terms; in the computer world, it is a nice way of saying “obsolete.”  I learned this at a previous support job where the company pushed and pushed for its customers to upgrade (and spend more money on) the Latest and Greatest version of their software, but there were plenty of hangers-on that were content to use older versions.  That’s the way it was, it worked, and they liked it.

Eventually, a new service pack or new version of Windows would come along that would completely break the software, and there wasn’t much else we could tell those guys besides “well, you need to upgrade.”  The customers would get mad and stomp their feet and demand that we fix it right away, but 95% of the time, that wasn’t going to happen.  If the customer didn’t upgrade, they were out of luck.  On a certain level, I can understand the desire to not change something that works (heck, I still use Microsoft Money 2000 and WinAmp 2.9), but at the same time, nearly all computer software will eventually go off into the night of obsolescence because eventually the developer will decide that it isn’t worth the expense of continuing development and support.

One common customer response I would hear (and still do) to this situation was that we were awful people that wanted them to spend more money.  To that, I say: I’m sorry, but this is a BUSINESS, it exists to create a product, provide a service, and make money.  If we don’t make money by releasing new products and lose money by devoting too many resources to old software, we go out of business and all lose our jobs.  Yeah, it royally sucks for users (I myself had a printer that was ‘orphaned’ when Windows Vista came around) but it is a necessary part of the software “circle of life.”

At least that’s how it should work, but instead, many companies insist on continuing to support outdated software, and continue to sell it in many cases.  The end result is that tech support gets driven bonkers trying to support the old stuff on top of all the new stuff that comes out and it can get overwhelming.  It also results in poorer customer service because techs have to take extra customer time to dig into knowledgebases and ask senior techs about programs that were written for Windows 95.

This is one of the few things I love about Apple.  Instead of letting software linger around and stink up the place like old cheese, they have the cojones to tell their customers that the bar is closing, its lights out, so go to the newer nicer bar down the street or go home.  They did it when they nuked support for ‘classic’ Mac applications in Leopard, and again by no longer supporting PowerPC applications in Lion.  In both cases they waited until four years until after the product was discontinued before pulling the plug and did not hesitate to do so.

In the short term, yes, some customers will be upset and some will go to competitors, but in the long-term, the company can continue to move forward as opposed to having the dead weight of zombie software hanging around their necks like an albatross.  I guess we can put this in the “painfully obvious observation that senior management never gets” file.  I can’t wait to see what happens when Windows XP support goes away in 2014…or maybe I can.

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Tales from the Tech Side: “Bubbles in Cement”

My coworkers and I get to talk to a lot of people during the course of doing our technical support jobs.  While there is much humor to be found in interacting with people who probably shouldn’t even be in the same room with a computer, some of the anecdotes our customers tell us while we wait for files to download or installers to run are pretty funny in themselves:

Laurie works in a hospital as a psychologist alongside her good friend “Bubbles” who is a counselor.  Bubbles is a nickname she has earned because according to Laurie, she fits the ‘ditzy blonde’ stereotype.  In their jobs, Laurie makes the kids cry, and then Bubbles makes them happy with soothing words and lollipops, so they have something of a “good cop/bad cop” thing going on.

Laurie and Bubbles often walk to a nearby donut shop for coffee and conversation.  One fine day as they were walking back to work, Laurie noticed that there were some orange traffic cones on the sidewalk ahead of them.  Laurie walked around the cones, guessing that they were there to keep people from walking on the sidewalk for some reason.  Bubbles, on the other hand, kept on walking and took two steps into wet cement.  Bubbles was able to get out of the cement with some help from Laurie.  Laurie helped Bubbles clean off her feet with a nearby water hose.

Laurie continued walking, taking care to avoid the sidewalk once again, but Bubbles immediately took another step into the wet cement, much to Laurie’s chagrin.  Laurie has no intention of letting it go and asked us to post their story, so here we are.  While Laurie may let it go eventually, the concrete dust footprints Bubbles left on the hospital’s dark carpet will probably serve as a more permanent reminder of the event.

Bubbles, indeed!

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Uncategorized

Randomizer’s 5 Rules of Tech Support

This is just a start, I’m sure that more will come to me as time goes on:

Rule #1 (People Suck rule): Customers are filthy liars. They change things, screw up their system, and then call you and insist that “it just stopped working out of the blue.” Okay, yeah, sometimes Windows or Visual Studio will randomly goof something up. The only thing that truly happens “just out of the blue” though is hardware failure. Everything else is either the result of something a customer screwed up or an new update that was automatically installed (or wasn’t installed in some cases). Customers will almost NEVER fess up and say what they did to goof up their system, though. Instead, they will make something up or just answer “Yes” because they think you’re working from a script.

Rule #2 (Sherlock Holmes rule) If all possibilities are eliminated, the impossible has to be the answer. When dealing with Windows and Visual Studio, sometimes weird stuff does just happen (see above). Hell, we’ve had Microsoft tell us: “Yeah, we know about that bug, but we aren’t going to fix it.” No matter how much a customer insists your suggestion will not work, insist that they do it. Even if it sounds obvious or weird to you, give it a shot, IT JUST MIGHT WORK.

Rule #3 (Mr. Rogers rule): Customers are like little kids; they want the newest stuff, they whine when it doesn’t work, they threaten to tell your parents (supervisor) if you don’t do something for them, you have to hold their hands and walk them across the street, and you also need to pat them on their head and tell them they’re special every once in a while. Always keep this in mind, especially the head-pat bit.

Rule #4 (Time Warner/Comcast/your cable company rule): If you are unable to help the customer (or cannot), always give them the illusion that you are trying. Every support team has certain customers that “cry wolf” and specialize in making mountains out of molehills, or that want help with somebody else’s product (usually Windows). Fark ’em. Give ’em what I call the “cable company” answer: “We’re working on it.” Wait, and then give ’em the bad news. If they think you tried, they will be less likely to get angry when they get the bad news.

Rule #5 (Lion King rule): EVERYTHING IS YOUR FAULT. Its your fault that the customer spilled tea on the keyboard. Its your fault that the power supply on their database server blew up and they have no backups. Its your fault the head programmer left and the source code for the app was on his machine that has already been re-imaged. Learn to live with this. Water off a duck’s back, baby.

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