Beginner's Guide
with a fixed price. Explore 2Value's alert system
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as a balanced alternative in between fixed price
and "Carte Blanche".
2. Stick to the rules of engagement: payments overdue? Stop work right away, no exceptions.
3. Professionalism: start to offer it by demanding it.
Sympathetic behavior accompanied with a firm stand
1. A: Always say and write: We "can't" instead of "we don't want to" or "we won't".
Example: I am sorry sir, I am afraid I can't continue staging your site to production. The partial
payment has not arrived in our bank account. It's company policy to proceed only if due payments
have arrived in our bank account.
2. B: Say you can't start this server virus-fix analysis before the money has arrived in the bank
account, but let the customer ''feel'' that your back office has already taken measures and is full on the
job of analyzing & fixing the bug.
3. C: A support contract is hardly ever a result insurance. Support on webCMS's, especially those
based on open source can only be a guided effort insurance. That means: at the most we promise
reaction, response and resolve times and capacity available in the required expertise.
Don't introduce this result responsibility of customers site on your business' shoulder. They can't bear
it. The load of several million lines of code… someone else's code. Code running on a contentiously
changing stack that's attacked by scoundrels every day (hackers).
Remember: Before the customer first rang your door bell, their site was never your
problem. Keep that in mind and remind your customer. Some of these customers
think they can buy your commitment, devotion, hiring you as a templater for a
few hours…. And some of you act like sinners right away when a customer is in
great distress and quick to point the finger at you because of a non-operating web
system. Again: behave like a professional and they will respect you as a
professional. Behave like a low grade assistant, they will treat you as a doormat.
A webCMS is the customers problem and we can assist by improving it and helping out when
problems occur. It is not your problem. Comprendo? Tiny difference, huge effect. Only watch the tone of
voice.
Having said (and repeated) that, you work your ass off to help this customers web shop to go live
again before the rush of Christmas shopping.
•
D: We do deliver exactly what was agreed (no rebate for nothing), but we ''put in the extra mile''
too.
Joomla! 2.5 - Beginner’s Guide
Monday, 30 January 2012! Page 253
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http://wiki.2value.nl/index.php?title=Piepsysteem/en