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

5 Things Web Developers Should Do to Avoid Getting Screwed by their Clients.

This has been bothering me over the past couple of months and I just thought I’d share some random thoughts about things you should make sure your clients understand about web development, their expectations, and what to expect from you as their developer through, during, and after the initial development process.

1. Let the clients know that you do actually have other clients and even though their project isn’t less important than the other clients, but please be respectful of the time that needs to be shared across all client lines.
2. You do get what you pay for and sometimes a little bit more.  Meaning my old philosophy was to always err on the side of the client…if there’s a contractual problem that results in a few extra hours, then go ahead and do it.  However I now realize that even though you go the extra mile, the old addage my mother used to say about giving people an inch and they’ll take a yard still holds true to this day.  So give the client what they paid for…and then if there’s a problem and they want something extra, explain to them why they need to pay for that as well.
3. Write your contracts with no guarantees.  One of my favorite films is Tommy Boy and if you remember this film, his father “Big Tom” would tell potential customers who wanted a guarantee from him about his auto parts that you can take a piece of s**t, put it in a box and slap a guarantee on it…however all you’re guaranteeing is that it is just a guaranteed piece of s**t in a box.  The same holds true in web development.  If you do quality work, let that work speak for itself.  If they want a guarantee, let them know that you provide a service contract that they can purchase that will cover certain issues if there is a problem.
4. Don’t let yourself be taken advantage of…have your clients pay for the programming hours before they are used.  I know this is a very bold statement, however in this wacky economy right now it’s necessary.  I have 4 clients who are 90+ days out on their payments.  I’ve even shut down a website because this person hasn’t contacted me about the final payment or anything.  It’s not fair to the developer who takes a lot of time to produce quality web development work and then gets left holding the bag.  If you go into a grocery store and say…bill me…they’ll tackle you and maybe even prosecute you for shoplifting.  In the web world you should space out your payments enough so that a client doesn’t waste a ton of money if the developer doesn’t pull through, but still can satisfy the web developer’s need to get paid for their time.
5. Always keep detailed records of the time you’re spending on a project…even if it’s a flat fee project.  The reason…you can always show your client the amount of hours a certain task has taken and if they believe they’re not getting enough work from you, you have a good backup for those discussions.  It probably would help sending those hours summaries each week as well.

I’ll probably have a few followups to this subject, but if you have any horror stories you’d like to share and what you’ve done to avoid them in the future, I think we’d all like to see them.  I’m not ragging on all clients…I have several really really good ones who are great overall…but there are a few which really get your goat…and it really isn’t fair.  So take these suggestions for what it’s worth and I hope it makes for a better client experience for you and your web development company.