This is sometimes phrased as "fix every problem twice," ie solve the immediate problem, and then figure out what to do so this problem doesn't happen again. Th

This is sometimes phrased as "fix every problem twice," ie solve the immediate problem, and then figure out what to do so this problem doesn't happen again. This can be done via tweaking your funnel or workflow, adding an FAQ entry, adding tooltips, restructuring your UI to make things intuitive, solving a technical glitch, etc. Joel Spoksky has a great article covering this here: http://www.joelonsoftware.com/articles/customerservice.html http://www.joelonsoftware.com/articles/customerservice.html