Do Employees Want To Be Inefficient?

A couple of weeks ago, I was showing a new module to a client that had purchased their software from another company. Several months earlier, we had done an upgrade. We offered the client support and training, but they declined.
Throughout the discussion, they insisted that the reporting was terrible in the current product. I ignored the comments for a while. Finally, I asked, “Can you give me an example?”
The Purchasing Manager said, “I wanted a list of vendors in Excel. The best technical support could come up with was a label report. We had to key them manually.”
“Hmmm,” I answered, “Let me show you something and see if this is what you wanted.” I clicked File –> Export, selected a few options, typed a file name, and hit Ok. Then I opened Excel and the file I had just created.
“Was that what you wanted?” I asked.
The Purchasing Manager answered, “That’s more information than I wanted.” (She was serious, and sounded angry.)
I turned to the controller, and asked, “Was there a reason you didn’t give us a ring about this?”
“You would have charged us,” she answered.
The Purchasing Manager hit the nail on the head. “Let’s see,” she said, “a couple of hundred dollars (at most) vs. two weeks of my time…”
Penny wise and pound foolish…