We try to follow standardized and logical steps when dealing with client issues. Here is a typical troubleshooting techniques list that we follow:

1.Never assume anything.
2.Are you listening?
3.Learn to ask probing questions politely.
4.Start at the beginning no matter how basic.
5.Have we identified all of the variables.
6.Can we trace the problem (Dem Bones)
7.Can we isolate problem?
8.Can we replicate problem?
9.Test in an alternative way.
10.Google is your friend - sometimes. (finding the right answer among all the wrong ones)
11.Safety (make sure we have a way back in case the fix goes horribly wrong)
12.Customer Follow-up
13. Documentation for future instances of the problem.
14.Communication with co-workers about on-going problems

Please feel free to contact us if you have any commments about our troubleshooting process.