On a recent support call, I walked a customer through a script that I haven’t changed since Windows 95.
Me: “Are you sitting in front of the … computer and logged in as Administrator?”
Me: “Lets start by verifying your settings. I’d like you to pull up a ‘Windows Explorer’ window and navigate to C:\Program Files….” [this part almost always goes unheeded] “You can do that by going to Start, …, or by … ”
Customer: [long silence] “Explorer is open. Do I type the address in the Go bar?”
Me: “Is that ‘Windows Explorer’ or ‘Internet Explorer’?”
Customer: “Internet Explorer”
Me: “Lets instead open ‘Windows Explorer’ which will help us look at your files.” “You can do that by going to Start, …, or by … ”
Customer: “Got it.”
And we’re good to go. We fix the issue. The customer saves the world (with my product). I review the script for improvements, fine none and move on.