[tomcam]

I think users almost always tend to blame themselves for bad UI because it makes them feel stupid. Therefore I think they tend not to complain.

[throwaway2037]

When users raise an issue like this, I try to show empathy right away. I know they are already on edge thinking: "Am I the stupid one?" Of course, there are users with nothing but packing peanuts in their brains, but the good users with real brains... be good to them when they raise an issue!

[tomcam]

Same. My default position is that the UI is wrong, not the customer. Obviously not always true, but for me, a good working assumption.