When in doubt, re-read rule one

by Seth Godin
Rule one has two parts: a. the customer is always right b. if that's not true, it's unlikely that this person will remain your customer. If you need to explain to a customer that he's wrong, that everyone else has no problem, that you have tons of happy customers who were able to successfully read the instructions, that he's not smart enough or persistent enough or handsome ...Read the full article