An important customer once told me "Yes, I have read about the manual, but it is so much easier to call you." - the problem with lazy customers is that they will make false assumptions about what the software does (everyone will probably do this at one time, but not reading the manual / instructions is much more dangerous).

She also refused to upgrade from a 15" monitor to a larger model, so we had to keep the screen layout in accordance with her outdated screen format. (The cost of a new screen would have been negligible compared to the profits).

I don't think you read the parent comment.