Why Web Projects and Kids are Alike?

As a business owner in development projects, there are days where I just wonder if I’m doing the right thing and being a good businessperson.  I recently had a project which just was one bad thing after another happening, and while it wasn’t really anything I caused, the customer was very upset.  It led me to think about why things go wrong in web projects and what can I do to prevent them?

The simple fact is that Web Projects are very much like kids.  They each need to be raised, educated, and disciplined in pretty much the same way.  However, like kids, not all Web Projects are ever exactly the same since there are always different players involved, new technologies to explore, and plenty of kicking, screaming and crying when things don’t go exactly the way they are supposed to.

I get where my clients are coming from, and you always want to focus on the positive and not the negative for a new project, which is why in my contracts I put a “bugs” clause which basically says that the web is a huge place filled with plenty of facets and the slightest blemish in one of those facets can cause the entire project to be delayed, not function properly, etc.  However, I think it’s fair to say that even when I’ve been forced to sign a “sh*t happens” document when going to the doctors, it doesn’t make it any better if things go wrong.

So what can we do?  Do we play Scotty from Star Trek and just over-exaggerate the timelines so when things do go smoothly we’re heroes?  But that can limit the clients who need things done quickly and also force them into unneeded delays for their business as well.  Do we tell them about all the things that can go wrong and hope they sit back and say, “Wow thanks for letting me know all hell could break loose so I can prepare for it?”….not likely.  How about just giving up web development and just taking up selling pet rocks at a carnival…those people have it made!

But what happens when the google eyes fall off that night from the rock?  Or the little feet bend and snap and now looks like something out of a horror movie?  Do you get less upset because its a pet rock?  Or do you still get upset just a bit because money was spent and things didn’t go exactly as expected.

I guess the revelation here is that things go wrong in any business no matter what that business is.  I’m sure some engineers can weigh in here about how their project got completely screwed up, or even a restaurant owner who unfortunately had a shell from an egg make it into a food critic’s dish.

I think the key here is how you handle those issues as both a consumer and a vendor. If you are a vendor…do what you can to make things right by understanding the customer’s frustration.  If you are a customer…if you see someone trying to make an effort to right a wrong (whether its themselves or just in general) work with them to get to the other side.  I’ve had great relationships made by hanging in there with a vendor and seeing just how good they do in a crisis situation to make everything turn out right.

So….just like kids….there will be good days and bad days….but it will never change your love or understanding towards them.  I think we as a society get too wrapped up in the “me” and really need to step back sometimes and not allows ourselves to take out our frustrations for other aspects of our life on these situations when they present themselves.

Hopefully this will help you as a customer reading this to know we will always work with you as a client to make things right if something should go wrong, or if you are a business owner…know that you are not alone and things can and do go wrong at times.  Try your best to rectify the situation and hopefully your customer will see your efforts.

Doug