Psychologists identified two ways people falter under pressure. Some people choke: they revert to over-cautious, slow procedures they used when learning new things. Other people panic: their perception gets dangerously narrowed towards one potential cause of the problem and they lose the bigger picture.

But when you are experienced enough, and have defined the standard operation procedures to ensure proper resolution of the problem from the end user perspective, you will neither choke nor panic. Just like one of our customers whose story I detail in this article.