I have been a server administrator, a webmaster, a LAN/WAN administrator, and Mac (OS 7/8/9/X) support specialist, for as long as I can remember. OK, perhaps since 1986. I have had my fair share of hilarious technical support requests and queries, and tried my best to serve these end-user needs without incident.
Having been on both sides of the equation – agency and client, I know what works best for a relationship. It is a partnership that works for both sides.