I like this approach - especially when customers are hiring you and/or buying a product that is support to work well for them without burdening them with a DIY maintenance ..which results in training etc.
I have resellers of my product, and they use it build websites for their clients. And one of the things my clients had a hard time with (a while ago) was retraining their end users. This would happen because their users' had employee turn over or simply "forgot how to do xyz" because they hadn't logged in for 6 months.
It's amazing how often I can re-train someone on the exact same thing multiple times and have it not stick. All it takes is something you do rarely (couple times a year or less) and retraining/support is needed.
The mental frustration and training time/support costs is a big motivator to fix the underlying problem.
I think this fundamental perspective maybe be harder to implement the larger your team/business though?
