Remembering what it's like to be a beginner

This morning, I received a question similar to the following via email:

Owari doesn’t appear when I search for it in the WordPress theme admin page (WP 4.5). How is it installed?

Owari is a premium WordPress theme. Whereas WordPress.org (and by extension, the theme admin page) only includes free WordPress themes.

Instead of ranting, be understanding

For some, it’s tempting to go on a public Twitter rant to ridicule the person who dared to ask such a “dumb” question. But it’s not tempting to me, because I remember what it’s like to be a beginner.

If it happens repeatedly, you’re the problem

Out of all sales made as a premium theme shop, this was the only time such a question arose. If it became a pattern, it would indicate unclear communication rather than user error.

What’s your beginner story?

Everyone starts somewhere. No matter expertise level, people have beginner stories. When users ask “dumb” questions, what story will you remember?