How do you give the customer the feeling of confidence needed to trust you?
-
Walk softly and carry a big stick.
New version: WinHeist Version 2.2.2 Beta
tomorrow (noun): a mystical land where 99% of all human productivity, motivation and achievement is stored.Holy cow! Now my friend needs not only to look professional, but to hire someone to help him... a gun as suggested by our outlaw, then a stick... who will carry the laptop? :laugh: Thank you for posting Mike!
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
-
Let's make this question for a good friend of mine :rolleyes: : You are the only one capable to do something the right way as you have the knowledge of all the different technologies that are needed to make the project (robots, fieldbusses, artificial vision, special programing techniques, offline programming, Visual C++ and others). The customer is surprised you can do it and understands you are the best option to make the project. But then it happens: The customer is scared about the future and how will you give technical support as you are a one man company. What do you do in those situations in order to relieve the customer and to show them they can trust you? Thank you in advance.
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
As a one man company, for the past 36 years, this is a question I have repeatedly run into in the past. The answer that worked the best for me, while counter-intuitive, is really simple. I point out Microsoft. That's right. I point out that Microsoft (and other large companies) are significantly MORE likely to drop support for a product with little or no notice, than I am to get hit by a bus, shot by a jealous husband, etc. Also that they are significantly more likely to change the UI (forcing employee re-training). Then I point out that they are a much bigger fish in my little pond and have more influence. I can and will modify the program to suit them (yes I tell them it will cost but they will get what they want, something unlikely with my larger competitors). Finally, I point out that I am in the business for the long haul. Most of my customers have been with me more than 15 years, some 30 years. I never got all of the ones I quoted, but the way I lose a client these days is the owner sells out or dies. The real secret is that businessmen want tomorrow to be pretty much like today.
"Never trust a dog with orange eyebrows..." T.P.
-
Joan Murt wrote:
What do you do in those situations in order to relieve the customer and to show them they can trust you?
My 2c: 1. Give them access to the source code (or as someone else pointed out, use some sort of escrow mechanism) 2. Ensure them that all documentation for building and supporting the system will be provided, this includes things like domain registration, server keys, etc. 3. As you go through the process, document tech support questions and answers, so they have a growing library of "how to..." 4. Possibly provide a couple other devs that you know and trust that can help to take over the project if something happens to you. Of course, in your case, your expertise will make this difficult. 5. So, to the point, in your case, finding experts with the tech they are needing will always be difficult, and it should be pointed out that even a "company" will probably not have that particular mix of expertise. 6. Which means that they need you both need to do a risk assessment, clearly identify the risks, and come up with how to mitigate it, especially since #5 means they are really going to have to look hard to replace you. They're stuck in that situation anyways, even if they get cold feet. Marc
Imperative to Functional Programming Succinctly Contributors Wanted for Higher Order Programming Project!
1-3: Source code and well organized documentation was what I was going to suggest. A wiki is good for that. 4-6: In the documentation, you can indicate which skills are needed. In your list of devs, you can indicate which skills they have. It is not necessary for one person to have all the skills required.
-
Let's make this question for a good friend of mine :rolleyes: : You are the only one capable to do something the right way as you have the knowledge of all the different technologies that are needed to make the project (robots, fieldbusses, artificial vision, special programing techniques, offline programming, Visual C++ and others). The customer is surprised you can do it and understands you are the best option to make the project. But then it happens: The customer is scared about the future and how will you give technical support as you are a one man company. What do you do in those situations in order to relieve the customer and to show them they can trust you? Thank you in advance.
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
-
Ask them what their "lost opportunity costs" would be if they don't do this thing. If they can't think of any, walk away. (Personally, I don't think they're serious. Software escrow used to be good enough).
Yes... He thinks they are serious, but they don't trust the software escrow method... Walking away or not... this is a though decision. Let's see what he decides... Thank you for posting!
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
-
As a one man company, for the past 36 years, this is a question I have repeatedly run into in the past. The answer that worked the best for me, while counter-intuitive, is really simple. I point out Microsoft. That's right. I point out that Microsoft (and other large companies) are significantly MORE likely to drop support for a product with little or no notice, than I am to get hit by a bus, shot by a jealous husband, etc. Also that they are significantly more likely to change the UI (forcing employee re-training). Then I point out that they are a much bigger fish in my little pond and have more influence. I can and will modify the program to suit them (yes I tell them it will cost but they will get what they want, something unlikely with my larger competitors). Finally, I point out that I am in the business for the long haul. Most of my customers have been with me more than 15 years, some 30 years. I never got all of the ones I quoted, but the way I lose a client these days is the owner sells out or dies. The real secret is that businessmen want tomorrow to be pretty much like today.
"Never trust a dog with orange eyebrows..." T.P.
:thumbsup: Is really a jealous husband out there? I've heard they are really dangerous... :suss: :laugh: Thank you for posting! :thumbsup:
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
-
:thumbsup: Is really a jealous husband out there? I've heard they are really dangerous... :suss: :laugh: Thank you for posting! :thumbsup:
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
In my younger and wilder days, I confronted one and lived to tell about it... I wanted, when I got to my current age to be sorry for all of the thing I did, and not sorry for all of the things I did not do. currently I am questioning the wisdom of that life choice... ;P
-
In my younger and wilder days, I confronted one and lived to tell about it... I wanted, when I got to my current age to be sorry for all of the thing I did, and not sorry for all of the things I did not do. currently I am questioning the wisdom of that life choice... ;P
Ed Aymami wrote:
In my younger and wilder days, I confronted one and lived to tell about it...
Really?! That's a good story for sure! :laugh: Your path is wise, for sure... :thumbsup: :laugh:
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
-
Let's make this question for a good friend of mine :rolleyes: : You are the only one capable to do something the right way as you have the knowledge of all the different technologies that are needed to make the project (robots, fieldbusses, artificial vision, special programing techniques, offline programming, Visual C++ and others). The customer is surprised you can do it and understands you are the best option to make the project. But then it happens: The customer is scared about the future and how will you give technical support as you are a one man company. What do you do in those situations in order to relieve the customer and to show them they can trust you? Thank you in advance.
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
It depends on how work is done. I for one commit to fixing bugs for free for life (In the originally installed environment). In general, if it is my bug, I fix it. Then, for updates, the environment matters. I deploy with an Updater allowing me to save a new version to my server, and the client to reach it via their client software. This alleviates the fear that updates are big and costly. Finally, the point about Tech Support is usually pretty trivial: A) I train someone in house B) I get paid to document it well enough that anyone can support it C) We go back to the part where, unless things change, the software should not need support D) We review their Support Contracts with Dell, etc. Do they currently have, and to what level. And I have faced this. I have 2-3 "associates" that can support anything I have developed. (SUPPORT, not keep making enhancements to), and I give those numbers to the client, I bring them in if needed. Because if I get hit by a bus, it matters to him. I replaced someone who up and died without notifying his clients in advance (duh). So understand the concerns are there. There is a reason. But there are numerous reasonable answers. If it is about future development support. I have one or two people that can carry that on for me once I am gone, but that took a longer time to setup. HTH
-
It depends on how work is done. I for one commit to fixing bugs for free for life (In the originally installed environment). In general, if it is my bug, I fix it. Then, for updates, the environment matters. I deploy with an Updater allowing me to save a new version to my server, and the client to reach it via their client software. This alleviates the fear that updates are big and costly. Finally, the point about Tech Support is usually pretty trivial: A) I train someone in house B) I get paid to document it well enough that anyone can support it C) We go back to the part where, unless things change, the software should not need support D) We review their Support Contracts with Dell, etc. Do they currently have, and to what level. And I have faced this. I have 2-3 "associates" that can support anything I have developed. (SUPPORT, not keep making enhancements to), and I give those numbers to the client, I bring them in if needed. Because if I get hit by a bus, it matters to him. I replaced someone who up and died without notifying his clients in advance (duh). So understand the concerns are there. There is a reason. But there are numerous reasonable answers. If it is about future development support. I have one or two people that can carry that on for me once I am gone, but that took a longer time to setup. HTH
Yes, that's exactly what my friend has offered... No associates here... Thank you for posting!
[www.tamautomation.com] | Robots, CNC and PLC machines for grinding and polishing. [YouTube channel]
