Our Clients Love Us

The Unsexiest Part of Web Development

Website maintenance and support is just about the unsexiest part of the web development space. Seriously, the designers get most the credit because they make the site look good. The developers may get credit for making things work but who really wants to handle support? I know many developers who hate support and maintenance, some of them refusing to do it.

At FatLab we often have the crappy job of receiving calls when something isn’t working the way it should or a user reports a problem during a critical transaction. The mood is almost never good when something is broken, right? Well it’s our job to fix it.

Making People’s Problems Go Away

I actually love the problem solving aspect of the job, I love making people’s problems go away and honestly I am crappy designer so I knew the website maintenance and support niche was the right one for me. However, I can’t deny the fact that fixing broken stuff day in and day out can sometimes get a little tiresome.

Silence is Golden

There is very little glory in this work, except every once and while when our clients let us know exactly how we impact their business. We rarely seek or expect praise, in fact often the sign of success is when a support ticket sits without client response… silence usually means we made the problem go away.

Our Clients Love Us, Some Even Express It

That is why when get a response of unsolicited gratitude it means so much. Honestly, as cheesy as it sounds, getting a note like the following reminds me why I do this job and seriously makes it great!


“[name removed] and I were talking about you this morning & how thankful we are we have you. Please let me know if there are any ways for me/us to help you out – reviews – whatever.

My past year working with you has been the absolute best experience. Our websites have been managed flawlessly & we are at a record low for hiccups and crawl errors (knock on wood).

There is an absolute correlation to when we started working with you & I make sure everyone here knows it.”


Our clients love us, they really do (and we love them). Here’s to the support niche, the unsexiest part of web development.

So in an act of pure egostism, pride and boastfulness, I just had to post the comment above.

Category: Company News & Fun

Post by Shane Larrabee

Shane Larrabee is founder of FatLab, LLC and has over 20 years experience as a business leader, web developer and online communication consultant.