The key is to not set specific expectations. Generally they will just get really upset if you tell them the truth. In my experience the truth is often along these lines:
1) They need a fix **ASAP** because they've waited the last minute or, 2) Something broke down before a critical presentation/meeting/deadline/visit/etc. or, 3) Your IT staffing level is 25% - 50% lower than it should be or, 4) There are 20 new viruses out in 10 days, 5 of which are unusually effective or, 5) The person assigned to do it will get to it as soon as they can finish their 5th cigarette break or, 6) The budget to accomplish what they wants to do has been slashed to shreds or, 7) 80% of the work has been farmed outside of the US and there are communication (ie language) difficulties or, 8) They JUST AREN'T IMPORTANT ENOUGH.
How do you deal with that? NEVER lie, just skillfully mislead. Sure you will "get on it" and "see what you can do" and "page someone" and "be glad to escalate it" and "glad to call back when I have an answer". Wait 3 hours. Call them back. Tell them you've paged/emailed/IM'ed/met with 15 people and you are trying to get it done but can't make guarantees. YMMV
Slashdot Mirror
The key is to not set specific expectations. Generally they will just get really upset if you tell them the truth. In my experience the truth is often along these lines:
1) They need a fix **ASAP** because they've waited the last minute or,
2) Something broke down before a critical presentation/meeting/deadline/visit/etc. or,
3) Your IT staffing level is 25% - 50% lower than it should be or,
4) There are 20 new viruses out in 10 days, 5 of which are unusually effective or,
5) The person assigned to do it will get to it as soon as they can finish their 5th cigarette break or,
6) The budget to accomplish what they wants to do has been slashed to shreds or,
7) 80% of the work has been farmed outside of the US and there are communication (ie language) difficulties or,
8) They JUST AREN'T IMPORTANT ENOUGH.
How do you deal with that? NEVER lie, just skillfully mislead. Sure you will "get on it" and "see what you can do" and "page someone" and "be glad to escalate it" and "glad to call back when I have an answer". Wait 3 hours. Call them back. Tell them you've paged/emailed/IM'ed/met with 15 people and you are trying to get it done but can't make guarantees. YMMV