I used to work in technical/customer support for an internet payment gateway. The esoterica of internet payments are pretty out there; most of the people who c

I used to work in technical/customer support for an internet payment gateway. The esoterica of internet payments are pretty out there; most of the people who called us just wanted to sell their widgets -- they barely understood what we were talking about when we'd ask them where they had their merchant bank account. ... which is to say that, yes, you and I as people who work deeply in a space, of course we know this thing is a SPOF. Everyone else? They don't know that. It took me a long time to acquire the empathy needed to talk them through this stuff, but it made me a better communicator, and it helped an awful lot of them understand.