A “no cooling” call comes into customer service and dispatch sends a service technician to the site. The technician has been troubleshooting for a year and does well with the basics, but looking at this customer’s equipment the problem isn’t apparent and it is taking him some time to diagnose the ailing system. Come to find out it was the inducer and, although he had learned about that problem in school, he has never actually diagnosed it in the field. The call ends successfully, but it took most of the technician’s afternoon. If only there was a way to prepare for less common service calls in advance.