Me: Your username is your first name. Your password is your last name followed by the number 13, then an exclamation mark.
Client: It doesn’t work.
Me: Strange, it should be xxxxx13!
Client: Nope, doesn’t work.
I login successfully, so we arrange a GoToMeeting so I can see what that problem is.
Me: Looks like you didn’t add the exclamation mark when typing the password.
Client: Oh, I didn’t think that was part of the password.
Me: Well, I wasn’t shouting it.