This reminds me of callers who when you say 'left click,' hit the right click button and wonder why the correct menu didn't appear. I do agree that the overall level of computer expertise has vastly improved, but there are still those who just don't get it - and need to write every step down verbatim. When they have a problem, they're unable to think through how they got there, where they are, or how to resolve their issue. But you know what - this keeps us in business. Knowledge is powerful. How you convey that knowledge to your client will determine whether they remain long term.