Thankfully, I can walk a patron through most problems with the Kindle and Overdrive. The steps are all the same, it's just getting to the point of when do the steps and in what order. And knowing (which means asking the right questions) where the patron missed a step.
Usually, they don't realize you have to go to the Amazon website to get the book. That's the biggest miss. The other isn't a miss so much as it is never having used a Kindle before.
While I can walk you through over the phone, it's a lot easier to get you started in person!