In the pudding, it has been found:
This is not rocket science.
For most Industrious (non-casual) users, the hamburger is inedible.
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I have navigation sections going across the top of my website. People are just so lazy though.
They go right to contact us and send an email for the exact answer that could have been easily found if they just clicked on the option already given to them.
I'm thinking of charging them 20% more for anyone who asks for a quote for things easily found on the website. 
It sounds reasonable to me.
People pay for you to put more work into their convenience. If they want to save money, they can put in some effort.
And higher rates for failing to RTFQ may discourage that failure.
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