Re: Client support, we've heard about it
"So now instead of doing their job they need to acquire a whole lot of new knowledge which takes time and doing that isn't their job, at least not as they see it."
A totally fair point from their point of view and also it explains why learning the 'New' way of working is so problematic as they have to still keep up with the 'Old' processes & timescales while 'Fighting' the 'New' System.
Expectations of reduced throughput and time out for training needs to be set up front, so that the Users are under reduced pressure while coming up to speed.
If this is communicated clearly to their managers etc and the Users themselves it demonstrates that you are working for them as well as for the IT Dept. (Gets rid of some of the 'Them & Us' attitudes.)