Customer: "Hello I need to send a picture but the girl who normally does that sort of thing is not in until mid week"
Me: "OK do you know how to attach a file to an email?"
Customer: "No but I know how to create emails"
Me: "OK can you see that paper clip? click on it and it becomes a browse feature, browse to where the picture is, select it and say OK, its attached""
Customer: "I cant see it"
Me: "Do you know where it is? Is it in /my documents/Pictures?"
Customer: "No its on my desk"
Me: "Ah your desktop OK lets browse to ........."
Customer: "No no I mean its on my desk I'll have to scan it in, how do I do that?"
And people wonder why we cant compete against the rest of the world.