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I wrote a user manual for a piece of software that was custom developed for a law firm. However, it wasn't all that complicated or unusual. One of the features of the software is the ability to expand and collapse folders using the standard sign.

You know...




Well, I also do a small amount of technical support for them. They all have my BlackBerry PIN if they have a question and most of the time I can take care of it without sending them to the engineer. Easy enough, right?

At least once a week, this one woman...who is a partner in the firm, by the way... calls me. She doesn't use the BalckBerry system like she's supposed to... that's too complicated. She calls instead, and usually leaves about 5 voicemails over the course of an hour and they all sound like this:

"Hi, M, it's me again. I just don't know what happened. I was typing and then my folder went away. Where did it go? I just know I deleted something. Damn it, why won't you answer your phone?"

"M, please call me back I'm in serious pnaic mode here I have a client coming in 5 hours and I can't find the folder with the documents!"

.... and so on. I don't even pick up the phone when she calls anymore. I can't handle it.

Every single time...and I mean EVERY single time...the problem is that she closed a high ranking folder by clicking the '-' sign. The solution? Click the '+' sign.

I even had her assistant put a label on her monitor that says, "Click the + sign to expand folders."

I let her suffer of about an hour and then I call and am very nice when I say, "Did you click the plus sign?"

She always pauses and says, "No. I didn't think about that. Thank you dear! You're a genius," and hangs up.




And for that, they pay me $300 a week.