The Users are to Blame!

Something I've noticed with programmers, we love the ID-10-T response we give to users. Why? In the end, it gets us no where. Why should we blame the user, when we are the ones who wrote the software. Yes, the user can do some crazy things, or have some add-on installed that breaks our application, but that should not be the first response. It should never be the first response. The user instantly goes from confused to defensive. Why push the user there? Instead, do this, ask the user what they are trying to do. Get as much detail as you can about what the user is trying to do. From there talk to the user like you would your best friend or manager. Guide the user to doing the right thing and informing them why they can't do it they way they want. Make notes and use words like "that sounds like a good idea", "I'll take that into consideration", etc. Positive remarks, not negative or scolding. You want to be on the same level as the user, not as their parent. You will get a lot farther with them, and they will return the favor.