Re: Round #4263 with the Client From Hell

[Andrew Plato <intrepid_es -at- yahoo -dot- com>]

"Elna Tymes" 

> Our
> Heroes delivered a more complete process document, which all developers
read and
> discussed in a meeting with us, delivered tentative outlines for all
documents -
> the two help systems would generally use text developed for the
documents - and
> delivered audience definitions for each document and help systems, all
within the
> first week, and got approvals from CFH to proceed.
> 
> CFH personnel began disregarding the process immediately thereafter,
ultimately
> requiring 5 or 6 iterations for each of the three reviews specified, and
finally
> requiring a total of five formal reviews, largely to add material they
hadn't
> indicated would be there or to rearrange material they had previously
reviewed.
> The first couple of times Our Heroes protested but went along with
things in the
> interests of teaching a small, new company comprised mostly of new H1B's
the
> cost-effective methods of software development and documentation long in
use in
> Silicon Valley. 

I am probably going to be chastised not being supportive...but here goes.

Elna, you were not hired to teach your client software development
processes. If I read your post correctly, they hired you  to write docs. 

The idea that there is some universal software and documentation
development processes (or universal to Silicon Valley) that everybody
should use is nonsense. Every firm has their own weird ways of doing
things. By forcing a client to use a process they don't like, you're bound
to have trouble with them. And just because they "approved" of the process
on day one, does not mean they actually will follow it.  Theory and
reality are rarely bedfellows. And demanding they follow the process and
then withholding work when they don't would anger anybody. You should
adapt your processes to fit the client's work patterns. 

I am sorry you had problems with this client. I can sympathize with your
predicament. However, you might want to consider a less formal, more
flexible approach to clients. I too have had clients that went 6 and 7
rounds on edits. It sucks, but each iteration improved the docs as a
whole. And I tried to keep everything informal and cool. If you aren't too
much of a stickler, most places will realize they are taking up more of
your time and agree to pay you more. 

Furthermore, I did not see anywhere in your message an attempt to resolve
the customer's complaints about the docs after you delivered them? Did you
make any effort to find out exactly why they did not like them? Why did
they think the docs were garbage?  What did you offer to do to fix them? 

I had a client once claim docs from a contractor I hired were garbage. So
I sat down with the client and listened to their complaints. Their
complaints were valid. I fired the contractor on the spot and spent three
weeks repairing the docs free of charge. In the end, the client was
completely satisfied with our work. I went on to work on a dozen or more
project with that client. Yeah, it sucked having to work for free. But I
think it was worth it. 

I am not saying the client had a right not to pay you. If you do the job,
you should get paid. But you might want to consider modifying your
business practices to be a bit more flexible. 

Moreover, were I your client, I would be very angry if I found out that
you were posting a complete summary of these events in a public forum. I
think it is unprofessional to discuss such private matters in a public
forum - although I am sure others will disagree with me.  I realize you're
just trying to "warn" us about what bad clients can do, but your message
comes off as extremely vindictive and bitter. 

In any event, I hope you do recover your money. And I realize it may feel
like I am kicking you while you're down. But I am just trying to offer an
alternative viewpoint and food for thought. 

Good luck.

Andrew Plato 

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