Me: "Can I have you show me how you log into your email?"
Customer: "What, do you want me to turn off the computer?"
(a little later... while trying to help customer login to her Hotmail account online)
Customer: "See, it doesn't remember my password."
Me: "Okay, why don't you try typing in the last one that worked."
Customer: "Oh, I've never typed one in."
Me (stupefied): "...you've... never typed... in... your password?"
Customer: "No, I just ask them to reset it each time."