This one hits a little close to home …

We do a lot of computer support around here, and it is uncanny how many times when walking a user through a particular procedure, they answer “I did exactly those same steps, and it didn’t work for me”.  I know it is a defense mechanism, but it is apparently much more widespread than our experience.  A good piece by Seth Godin.

https://seths.blog/2019/04/rationalizing-our-project/