I am sure that is true in general, but this quote: "You can check off a reservation in the system, with the mouse, but hey, it’s at least four clicks away from

I am sure that is true in general, but this quote: "You can check off a reservation in the system, with the mouse, but hey, it’s at least four clicks away from this screen" indicates that the problem here was not untrained, obstinate or idiosyncratic users, but a design that did not meet the most basic, general and obvious standards of usability. Maybe it was a consequence of the system being customized to a specific set of requirements, in which case the interaction between the customer and the developer would be an interesting study in how things go wrong.