I was building a new website for a client, and was asked to also set up their new email address. I did what I could on my end, and then created a step-by-step guide to setting up a personal email address AND how to add it to their Outlook account.
I thought it was a simple, user-friendly process. Until this client called me.
Client: OK, how do I access my email?
Me: Did you follow the guide I sent you?
Client: Yes, but I can’t find my email.
Me: Are you at the computer you set it up on?
Me: What email client are you using?
Me: The program you use to access your other email?
Client: Oh, Outlook!
Me: And this is what you entered when you followed the guide?
Client: I think so.
Me: Did you have problems following the guide? Did the instructions match up to what you were seeing in Outlook?
Client: Was I supposed to do something in Outlook?
Me: I thought you said you followed the guide?
Client: That link you sent me? I filled in the email address, clicked on Outlook. After that everything looked correct so I closed the window. Didn’t that set up my email.
Me: No. That was the guide to tell you how to set up your email. Do you have Teamviewer?
Client: What’s that?
Me: …Never mind. I’ll come over and set up your email.