This post from Marco Arment, about a less-than-stellar experience his grandparents had at an Apple Store, is such an important lesson to learn:
It wouldn’t be the first time a technology expert lacked empathy for a customer, or made bad assumptions about what would be fast and easy for the customer to do on his own — especially when deciding to perform an easy, predictable, cure-all “restore”.
Reminds me of something I wrote earlier this year about asking questions and avoiding assumptions. Spending the time to do something right matters much more than doing it quickly.