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"Can you show us sites you've worked on?"
"That looks great!"
"It really does, but the part you see is not the part I did."
"What part did you do?"
"Everything that happened from the moment you clicked on the submit button, until you saw the page with
the information you requested. And the administrative pages that I can't show you because you're not
"I'm not sure I understand."
"Think of it like a house. Everyone loves the architecture, the landscaping, and how immaculately the
rooms are decorated — but if the electricity, plumbing, or HVAC systems don't work, it's not a
pleasant place to live.
People tend not to pay attention to those systems unless they don't work. It should be the same
with your website.
The support systems should just work, be unobtrusive, and not interfere with your message. That's what