"Because people are born problem solvers, the biggest challenge is to overcome the tendency to immediately come up with a solution. Let me say that again. The most common mistake in problem solving is trying to find a solution right away. That's a mistake because it tries to put the solution at the beginning of the process, when what we need is a solution at the end of the process."
When teaching troubleshooting, I often find my students rushing to diagnose without taking the proper measurements to confirm their suspicions. These are habits they will carry into the field and end up overcharging customers and having unnecessary callbacks. The emphasis should be on the process that brings the best solution, not just the solution.
