Having been on the other side of that hardware counter for many years , I disagree with you. There are almost no dumb questions and not knowing how to do something, fix something, or what the names of things are is not a real issue .
Respecting the customer, asking careful questions to be sure you are on the same page as the potential customer and being able to explain in clear language what might work for them is what customer service is all about.
Retreating into industry jargon, talking down to folks, and expecting them to already know the answers to their questions is not customer service.
 I helped plenty of so-called know-nothings, not-really-independent folks, women and men,  figure out how to fix their toilets, install new light fixtures, solve a paint problem, etc over the years- and helped plenty find a contractor when they should get an expert. Their questions may have started out sounding dumb but the people sure weren't . Independence exists inside community.

Labels: moderation: safe