The Holy Grail of web consultancy is the clean break:
- Client has a problem,
- consultant has a solution,
- consultant delivers solution,
- client delivers cash,
- both shake hands,
- both are happy,
- end of story.
But the Holy Grail is elusive
The reason consultants find this idea so attractive is because the alternative is far more difficult:
- Client has a problem,
- consultant has a solution,
- consultant delivers solution,
- client delivers cash,
- both shake hands,
- both are happy,
- end of story,
- Firefox 3 is released,
- comment button disappears,
- client calls consultant,
- consultant groans,
- client uses a ∆ character in blog post and all posts are set to “unpublished”,
- client calls consultant,
- consultant hides,
- client wants to add new “Swedish Dishwashers” category to their store,
- client calls consultant,
- consultant is still trying to avoid the ∆ bug.
Hard lessons learned
At Contrast, we’ve learned this the hard way when our optimism with “simple” projects led us to leave any ongoing agreement for support or maintenance out of the plan. Now it’s unlikely we’ll take a project if the client isn’t willing to sign-up for support. It won’t make us a lot of money, because the work involved to maintain a site rarely takes much time, but it means we can afford to stick around to keep our client’s apps running smoothly, which is what most clients need and expect, regardless of whether or not they’re paying for it.
Set expectations
Never, ever assume a web project will be open and shut. It won’t. The web changes too fast, as will your client’s business requirements; but they’ll still expect your work to keep-up unless you set their expectations to the contrary. If you’re not able to get a support deal in place that’ll compensate you for the ongoing time required, it’s your responsibility to make it clear to your clients that things will go wrong and that you won’t be able to help.
6 Comments
And along those lines, rarely is a project as straight-forward as you initially think. It’s always more complicated, with more competing interests, then you could ever anticipate. Consultants have to build in time for the unexpected, as well as the post-project support.
Posted by Brian at 11:28 am on 10 September, 2008.
haha Amen to that!
never have truer words been spoken
Posted by Alan at 4:02 pm on 10 September, 2008.
Very good - very true. The support contract is crucial - we offer the option to either pay a monthly ‘retainer’ (it’s not very much, it covers roughly 4 hours work per month) or to hire us on our hourly rate after the initial project is finished - on the understanding that they may have to wait in line, whilst we service other clients who opted for the retainer. Either way, at the end of the project, they sign a ’sign off’ form which they’re aware of from the get go, and which states the terms of any ongoing arrangement. Thanks for the article.
Posted by David at 7:48 pm on 10 September, 2008.
David: Yep. Four hours will usually be more than enough to cover support issues (as opposed to new work). Definitely not a money maker, but enough time to tend to the relationship and keep everybody smiling.
Posted by Eoghan McCabe at 10:55 am on 12 September, 2008.
With a little experience, I’ve need to get smart about taking on clients- and learn to say NO because I know it’s a long term relationship.
Recently, a 14hr project had me spending 10hrs into emails, meeting, phonecalls and back-and-forths with various contacts in the company; each of whom had their own take on what needed to get done. Big warning signs, glaring, blinking: Step away! But did I? No… not until it was too late. I spent the remaining hours of my time working on a mock-up/demo… and they now just told me it isn’t what they wanted (what was that finally??)… and I just found out they aren’t going to pay me.
It was a big, famous company in Dublin, and they were dangling a long-term contract in front of my face- all the while getting jerked around. Reminds me of boyfriends I’ve had… and left!
Posted by heather at 12:57 pm on 15 September, 2008.
Reminds me of the time I was roped into spending 3 hours trying to set up a lady’s webcam when I called around the discuss a website with her husband, who wasn’t there. Them’s were the days. Not anymore
Posted by Matt Finucane at 6:17 pm on 9 October, 2008.