I was dragged into a meeting with a client to consult on any usability issues as we watched a user performing day-to-day operations with a software application.
The first thing that happened was that after the client double-clicked the app's icon we waited around 8 minutes for the app to load. No one in the room cared about that but me. They argued that what they do is start the application and have coffee while it loads.
Of course the user believes that the application is fancy, heavy and complex enough to load faster (and in many ways it is), and (of course) I couldn't argue (verbally) that the loading-times could improve inside that meeting with that user, so I wrote 3 technical recommendations to work-around the slow start-up time and presented them to key stakeholders. The suggestions were disregarded on the spot, as the customer didn't care about its slow loading times, since that's their time for coffee.
I know we should watch how our users work every day, but does that include coffee (or other activities that don't impact the business process directly)? Is this a good excuse?
Edit: added an illustration :)