Communication - A Two Way Street

“What we've got here...is failure to communicate.”
 CAPTAIN (Strother Martin) in Cool Hand Luke (1967)

As we sat down in their conference room, rehashing the original development contract and specifications and appending it with addendum C now - it was becoming clear to me this project would never complete. As I sat there, I watched the the heads of the company arguing over what they wanted in the application. Although this is not that strange of an occurrence, the timing was as we were in the 3rd month of development.

It started out simple. An easy application - managing customers, creating some basic reports and customizing an import for new prospects. We all were happy with the bid numbers and proceeded to the contract then on to development.

However, as the project unfolded, requests started coming in asking if this can be changed, or that. Asking for more complex functions to be added with no extra charge, or some taken away. Search results, earlier approved were now being redesigned... and aesthetics were being compromised as they wanted more and more stuff added to the pages.

And now... 3 months later. as I tried to stop this constant barrage of changes with addendum A, there was then B, and now C. And even though I was methodical to outline each phase and action step as black and white as possible, even putting check-boxes on each line to mutually check them off as they were completed, it would never be enough. It was then, when the owner said something to me that to this day has changed how I approach all contracts. It was just after we checked off all the items and he began to add more I said, "in the letter of the contract we have completed these items." to his reply, "in the spirit of this contract, I think we should also add this and this....etc..." and at that moment it was clear to me, even at addendum Z there was no end to this project. 

Listening to each other. Seems simple doesn't it? 

You spend hours, or days working to get that prospect, then finally they give you a chance and you give them your best pitch - and it's a hit and now you have the project... Most times it goes well. The customer has all their images, text and needs together and documented. They made you copies as well as scheduled a time to meet up and discuss everything. They are responsive, excited and professional. In no time at all the templates, logos and application functions are created, approved and signed off. Programming goes by without a hitch and the BETA date is set. No bugs... no problems and you go live and watch their website take off and transform into a powerful tool, giving them immediate return on investment and much more. From this one project you receive accolades, referrals and enough work for the year. You are happy, your customers are happy and you smile when you reflect on this project for years to come.

The funny thing is, in 20 years of developing, doing IT and marketing consultation, although the end result most times is great - the process is hardly ever that simple. In fact, probably 10% of the projects go that way. Because of this, we now have lawyers, long contracts, terms and conditions and processes that must be followed. And believe it or not, even with this - there's always a few that not only test your very fiber but also are the very reason contacts are needed.

I have found the best thing to do, from the contract to the mockup phase, to BETA and the completed phases is to make them sign everything as you go. This keeps everyone on the schedule, limits add-ons (because you charge and make them sign for them) and eliminates the "spirit of the contract."

Remember all the hours put in to get this project. It's important to do the same safeguarding it. In doing so you will have a better experience in development and happier customers.