There is an old customer service adage, The Customer is Always Right, however in my time doing phone support for computers and telephone systems I have come to the realisation this isn’t correct. The question isn’t whether or not they are right or not (and you should never let them know that you think they aren’t), but whether they know what they are doing. To avoid the problem where you assume they aren’t incompetent, I have created my own adage, The Customer is always Stupid. In the long run, it saves me a hell of a lot of time.