Swiss Army Chainsaw: A Common Sense Approach to Tool Development

Swiss Army Chainsaw: A Common Sense Approach to Tool Development has some good ideas when dealing with end-users like:

• Never Let an Error Occur More than Once
• So make sure you bite your tongue, grit your teeth and smile when people come to you with bug reports. You'll save yourself pain in the long run.

Common sense but forgotten in the heat of coding.