Sent to you by Sky2Screen
Tell me something is broken, usefully
Thirty seconds of detail from you turns a two-day back-and-forth into a same-day fix.
Before you start
- The thing that went wrong, still on your screen if possible
“It’s not working” is a completely reasonable thing to say and I will always take it seriously. But almost every fix starts with the same three questions, so if you can answer them up front we skip a whole day.
The three things
1. What were you trying to do? Not what broke — what you were attempting. “I was trying to book Marisol for Tuesday.”
2. What happened instead? The actual words on the screen if there are any. Error messages look like gibberish but they are the single most useful thing you can send me.
3. Does it happen every time? Try it once more. If it works the second time, that is important and points somewhere completely different.
Send a screenshot, always
On a Mac press Cmd + Shift + 4 and drag a box. On Windows press Windows + Shift + S. On a phone, the usual button combination. Do not crop it tightly — the parts around the error are often where the answer is.
If you can, capture a short screen recording instead. On a Mac that is Cmd + Shift + 5; on a phone it is in the control centre. Twenty seconds of video beats three paragraphs of description.
What counts as urgent
Text me rather than emailing if: customers cannot reach you, money is not being taken, or something is publicly showing wrong information. Everything else, email is fine and I will get to it the same working day.
What this access actually gives me
I cannot see
- Your screen — I genuinely cannot see what you are looking at unless you show me
If any of that is not what you expected, stop and message me before you click anything.
Stuck on a step?
Send me a screenshot of whatever is on your screen. That is almost always faster than describing it, and I would genuinely rather you asked than guessed.