What advice do you give to a non-technical acquaintance / relative about web development?

Question

I just called my cousin who hired a web developer and left her a lousy site with broken code.

I am sure that this has happened to most of us. Relative calls requesting advice about a website for her business / participation / ego. Either they are needed, or they hired a guy next door to build him, and this is terribly wrong.

Where do you start with non-technical? Could you name them the main book? (If so, which books?) Do you point them to packages like Drupal? Do you take it upon yourself? Have you ever been burned to offer help?

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I think that sometimes I was burned in providing assistance because I could not solve the problem, and the person had enough ticks to believe that the company that made the product should return it, even if it had been using it for many months, and I don’t think that many companies will agree with who will return the equipment, which is 6-9 months old. Then there are cases when you think that this is one simple thing, but you find that a person did not know what they were talking about at the beginning.