getting the customer to use Bugzilla
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We've got a successful implementation of Bugzilla that our big client doesn't want to use. Being a small company, we can't afford to hire a human-front end to our bug tracking system, so we want to rely on the client to follow our reporting protocol instead of ad hoc emails. Is there a magic word that I'm not using? Surely all clients would love to have access to an internet-based bug system that they can access from anywhere? It is also a great way for the client to draw reports at will instead of querying us about whether or not we've done anything . . . Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
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We've got a successful implementation of Bugzilla that our big client doesn't want to use. Being a small company, we can't afford to hire a human-front end to our bug tracking system, so we want to rely on the client to follow our reporting protocol instead of ad hoc emails. Is there a magic word that I'm not using? Surely all clients would love to have access to an internet-based bug system that they can access from anywhere? It is also a great way for the client to draw reports at will instead of querying us about whether or not we've done anything . . . Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
Tell them that you have a process and if they want to get your help on issues that are important to them then they will follow it or pay a premium price for support because they are forcing you to use a 'one off' process specifically for them. Put it in dollars and cents and they usually turn around. If that does not help them simply start replying to their emails with a canned response telling them (in explicit details) how to use the system. After that start ignoring them.
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Tell them that you have a process and if they want to get your help on issues that are important to them then they will follow it or pay a premium price for support because they are forcing you to use a 'one off' process specifically for them. Put it in dollars and cents and they usually turn around. If that does not help them simply start replying to their emails with a canned response telling them (in explicit details) how to use the system. After that start ignoring them.
Ray Cassick wrote:
If that does not help them simply start replying to their emails with a canned response telling them (in explicit details) how to use the system. After that start ignoring them.
This is something I've started doing. Thanks for the input. Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
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We've got a successful implementation of Bugzilla that our big client doesn't want to use. Being a small company, we can't afford to hire a human-front end to our bug tracking system, so we want to rely on the client to follow our reporting protocol instead of ad hoc emails. Is there a magic word that I'm not using? Surely all clients would love to have access to an internet-based bug system that they can access from anywhere? It is also a great way for the client to draw reports at will instead of querying us about whether or not we've done anything . . . Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
Simon said; "Is there a magic word that I'm not using?" Yes, cost. If the client is BIG enough to warrent your making an exception in their case charge them for services rendered. I'm on-line therefore I am. JimmyRopes
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Simon said; "Is there a magic word that I'm not using?" Yes, cost. If the client is BIG enough to warrent your making an exception in their case charge them for services rendered. I'm on-line therefore I am. JimmyRopes
JimmyRopes wrote:
charge them for services rendered
On a pre incident basis or by hiring a dedicated bug-capturer? Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
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We've got a successful implementation of Bugzilla that our big client doesn't want to use. Being a small company, we can't afford to hire a human-front end to our bug tracking system, so we want to rely on the client to follow our reporting protocol instead of ad hoc emails. Is there a magic word that I'm not using? Surely all clients would love to have access to an internet-based bug system that they can access from anywhere? It is also a great way for the client to draw reports at will instead of querying us about whether or not we've done anything . . . Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
SimonS wrote:
We've got a successful implementation of Bugzilla that our big client doesn't want to use.
Nothing to be surprised about. He'll need to train his users, and become responsible for operating a system that he doesn't have to. Not only that, if he misuses this system, his problem may not be solved in the needed timeframe. Also, it's a big company, he may think: "I have 357 different software suppliers. If I need to learn how to operate 357 different bug tracking systems, it'd be too expensive. It's so much simpler to pick up the phone and dial the support number, why can't I simply do this?"
SimonS wrote:
Surely all clients would love to have access to an internet-based bug system that they can access from anywhere?
No, they'd love to use a software that doesn't need a "bug system", because it's bug-free. I know what you may say about that, but this is really what they're expecting. When talking about big customers, bugs are your problem, not mine.
SimonS wrote:
It is also a great way for the client to draw reports at will instead of querying us about whether or not we've done anything
Big customers don't expect to query you whether or not you done anything: they expect you to set a delivery date, and then deliver it before this date. Most of them also are too lazy to seach a KB: they expect to phone someone, describe the problem and get a solution.
SimonS wrote:
Being a small company, we can't afford to hire a human-front end to our bug tracking system, so we want to rely on the client to follow our reporting protocol instead of ad hoc emails.Is there a magic word that I'm not using?
Maybe you started with the wrong words. I'd start such a conversation with: "Our support contract currently limits you to X suppport calls/month at the cost of $Y. Seeing that your suppport calls are exceeding X calls/month in the past few months, I'd suggest that we change this to another plan, with, e.g., X*10 support calls and an additional $Y*8." With this additional money, hire someone cheap, who can at least get the first phone call, collect the details and write the bug in an intelligible way. You should see how customers write bug descriptions: "It doesn't work". If the customer complains about spending more money, then, and only then, you propose a bug tracking system a
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SimonS wrote:
We've got a successful implementation of Bugzilla that our big client doesn't want to use.
Nothing to be surprised about. He'll need to train his users, and become responsible for operating a system that he doesn't have to. Not only that, if he misuses this system, his problem may not be solved in the needed timeframe. Also, it's a big company, he may think: "I have 357 different software suppliers. If I need to learn how to operate 357 different bug tracking systems, it'd be too expensive. It's so much simpler to pick up the phone and dial the support number, why can't I simply do this?"
SimonS wrote:
Surely all clients would love to have access to an internet-based bug system that they can access from anywhere?
No, they'd love to use a software that doesn't need a "bug system", because it's bug-free. I know what you may say about that, but this is really what they're expecting. When talking about big customers, bugs are your problem, not mine.
SimonS wrote:
It is also a great way for the client to draw reports at will instead of querying us about whether or not we've done anything
Big customers don't expect to query you whether or not you done anything: they expect you to set a delivery date, and then deliver it before this date. Most of them also are too lazy to seach a KB: they expect to phone someone, describe the problem and get a solution.
SimonS wrote:
Being a small company, we can't afford to hire a human-front end to our bug tracking system, so we want to rely on the client to follow our reporting protocol instead of ad hoc emails.Is there a magic word that I'm not using?
Maybe you started with the wrong words. I'd start such a conversation with: "Our support contract currently limits you to X suppport calls/month at the cost of $Y. Seeing that your suppport calls are exceeding X calls/month in the past few months, I'd suggest that we change this to another plan, with, e.g., X*10 support calls and an additional $Y*8." With this additional money, hire someone cheap, who can at least get the first phone call, collect the details and write the bug in an intelligible way. You should see how customers write bug descriptions: "It doesn't work". If the customer complains about spending more money, then, and only then, you propose a bug tracking system a
This is all great advice, thanks Daniel. We are reworking our project costs at the end of this month and I'll definitely be considering your idea. Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
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JimmyRopes wrote:
charge them for services rendered
On a pre incident basis or by hiring a dedicated bug-capturer? Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
Simon said; "On a pre incident basis or by hiring a dedicated bug-capturer?" That is a very difficult question to answer given the things I know, and don’t know, about your working relationship with this client. Some of the things you should take into consideration are: - What percentage of your business does this customer represent? - Can you afford to lose them? - Can they afford to lose you? [active competition in this marketplace] - How big of a problem is bug reporting? How many bugs do you expect to be generated by them, then multiply by 10! You will always think that your product is well tested but just wait until the [illogical] user gets a hold of it. - Has the system been out in the field for a long time or is the system stability unknown at this time? Are they doing you a service by debugging the system or are you addressing unique problems that only they have? - The volume of bug reporting and problem resolution? Not all perceived bugs are really bugs but sometimes perception issues that take a lot of effort to resolve. The list goes on but the deciding factor is how important are they to you. If they are very important then jump through flaming hoops. If not that important charge them a lot and indicate that they can save money by using the established procedures. Do not insult them. Let them feel pampered but just charge them for the extra attention they receive. It is just another business service rendered. Some large clients want to make you jump through flaming hoops to get their business. It seems to inflate their ego. That is why they pay more. I call it aggravation fees and it is a part of doing business. Pay me enough in aggravation fees and I will make you feel like a king or queen, to your face. What I feel about you will never be known by you. As I like to say,” the worst customers are my most valued because no one else will work with them and they represent repeat business [read billing]”. Back to by incident or dedicated customer support. Either/or depending on the magnitude of the problem. Another solution is to offer a maintenance contract [read repeat billing] that will insure them premium service; charging accordingly based on the things I mentioned before. Sorry I can’t give a yes or no answer but this is not a yes or no question. Hope this helps. Once you loose your pride, the rest is easy! JimmyRopes
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We've got a successful implementation of Bugzilla that our big client doesn't want to use. Being a small company, we can't afford to hire a human-front end to our bug tracking system, so we want to rely on the client to follow our reporting protocol instead of ad hoc emails. Is there a magic word that I'm not using? Surely all clients would love to have access to an internet-based bug system that they can access from anywhere? It is also a great way for the client to draw reports at will instead of querying us about whether or not we've done anything . . . Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
charge for the human front end.
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We've got a successful implementation of Bugzilla that our big client doesn't want to use. Being a small company, we can't afford to hire a human-front end to our bug tracking system, so we want to rely on the client to follow our reporting protocol instead of ad hoc emails. Is there a magic word that I'm not using? Surely all clients would love to have access to an internet-based bug system that they can access from anywhere? It is also a great way for the client to draw reports at will instead of querying us about whether or not we've done anything . . . Cheers, Simon > blog:: brokenkeyboards > what I think of the OPTIONAL keyword in VB.NET? :: here > CV :: PDF > skype :: SimonMStewart
Don't you think it is because the Bugzilla UI is as friendly as a cornered rat? Everytime a new team member joins here and has to start using Bugzilla they bitch and moan for the rest of their stay. One solution I had in the past for another bug tracking system was an Excel step. Clients would enter bugs via an Excel spreadsheet and we had a macro that took that and imported it into our bug tracking software. It also exported back out to Excel. Not ideal but they didn't want to use the techy bug system but were fine with Excel. regards, Paul Watson Ireland Feed Henry! K(arl) wrote: oh, and BTW, CHRISTIAN ISN'T A PARADOX, HE IS A TASMANIAN!
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