Over in Wisconsin a technician did something that his boss did not approve of, but other technicians everywhere cheered for. Karl Smith works for Green Bay Heating and Cooling and he was on a call one recent Saturday night, as he is so often. But on this Saturday night, he happened to be at his son’s high school basketball game when he got an alert for a no heat call. A customer called in a broken furnace. It happened suddenly, and it was cold. The company had vetted the call, and when asked about the filter, the customer assured the company they change it religiously every 6 months. So, Karl leaves the game that his son ended up winning (after he left) with a logo three in double overtime, braves the snow storm, and arrives and the customer’s house. When he begins to examine the furnace, he notices the air filter most definitely has not been changed within the last six months, in fact, it looks like it hadn’t been changed in years. It’s the obvious reasoning the furnace wasn’t working. When Karl asked the homeowner about this, the man said on the phone call, he thought the reps were talking about the water filter on his refrigerator. You won’t believe what Karl did next.

Watch more videos here.