Those of us who have had to either give or receive customer support, here's a posting by Manton Reece (author of a Mac software package called "Wii Transfer") about how to provide good support (and at least one example of how not to). None of this is rocket science, but I think we all need to be reminded from time to time the frustration and aloneness felt by users with a problem and what we can all do to make that better. In this world where far too much communication is done in a dark room with a phone or computer instead of meeting people face to face, making connections with those you support is paramount. Check out his other posts about Mac software development in general.