Barry could tell you the details of a recent issue I had. Suffice it to say I thought if I could fix the problem the questions would stop. They didn't. It's a trust issue.

I just realized it's like OSS. Someone who uses Windows has no idea how it works. It just does. Until it doesn't. Then they want to know why. They're really not equipped to understand the answer. Then the local OSS evangelist comes along and says that if you've got the code you know what it's doing. The decision maker still isn't equipped to understand what he's seeing, but knowing that the information is available boosts trust.