Software geek rant...

Tim

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It's a beautiful Saturday and I'm stuck doing data imports for an unruly client. grrrrr.


After 5 months of prep time for a launch of a client's new inventory control system, I get this:

Me, last month: Here are the 5 templates you need to fill in so I can import your data over the launch weekend. Please ensure that each column/row is complete and return to me at end of day Friday 5/31 so we can get the project done for a Monday launch.

Client: OK, got it. No problem.

Me, earlier this week: For a smooth launch, it's important that we get the templates from you Friday at end of day for a Monday launch.

Client, yesterday: We're all set!

Client, 10am Saturday: Sorry these are late, here are 27 spreadsheets that don't even remotely relate to the templates you've provided and that we've discussed at least 10 times. Can we be up and running in the next 12 hours, I have staff waiting!

Me: #$#)$@#)!@!@)O$#)%#)@!!!!!!!!

Me: Can you resend in the format we agreed to?

Client: It's all there!!!! You just need to move it all around, right?!

Me: This data is not in the format we discussed, tested with, and agreed to. I can clean it up, but that is outside the contract terms and will cost you $X,xxx.00 with delivery sometime next week.

Client: #$)#R)$T@)@#@)!!!!!!!!! YOU SAID WE'D BE LAUNCHED OVER THE WEEKEND! I HAVE STAFF WAITING! WHAT TIME TODAY will you have this done!?!?!?!?!
 
Everything in writing. When outside of scope, you then have proof. Been there, done that. Last job that happened on cost me $40K in lost time, as I thought I didn't need everything in writing... Every little detail.

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Everything in writing. When outside of scope, you then have proof. Been there, done that. Last job that happened on cost me $40K in lost time, as I thought I didn't need everything in writing... Every little detail.

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oh...it's in writing. Been doing this longer than most and learned the lessons.

It's been gone over several times during the trial/sandbox period. Doesn't seem to matter, this 'manager' just doesn't understand that software isn't able to automagically interpret his piles and piles of crap.
 
We used to put it as “your piss poor prior planning doesn’t make my emergency.” I would ignore his screaming about having staff down, reiterate that the written agreement was X format by whatever time Friday and they failed to meet it. It will take Y hours at $Z per hour to correct the format or they can do it. Either way, clock starts from when the data is correct. Clocks ticking, what’s your choice?

You’ll just have to be firm, but polite.
 
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Client: #$)#R)$T@)@#@)!!!!!!!!! YOU SAID WE'D BE LAUNCHED OVER THE WEEKEND! I HAVE STAFF WAITING! WHAT TIME TODAY will you have this done!?!?!?!?!

LOL

Better you than me friend, I have a unique gift for making angry people fit to be tied. When someone is angry as a result of their own inattention to detail, I'm almost never sympathetic.
 
And the first time they find an error in the data it won’t be because they had bad data before the conversion, or they failed to clean their data for the conversion, it’ll be because @Tim touched it. There will be much drama, all of which Tim knows to expect.

The more frustrating bit in my mind is that if you and they never tested their ability to dump data from the current system into the format you need to import, it is probably because they were being penny wise and pound foolish.
 
And the first time they find an error in the data it won’t be because they had bad data before the conversion, or they failed to clean their data for the conversion, it’ll be because @Tim touched it. There will be much drama, all of which Tim knows to expect.

The more frustrating bit in my mind is that if you and they never tested their ability to dump data from the current system into the format you need to import, it is probably because they were being penny wise and pound foolish.


3 month 'sandbox' period with their data. A big part of our process is to get data from them to build a sandbox so staff is training with their data and to prep/test the data dumps. None of this was news to them! The 'boss' on their end is just a typical "ready! FIRE! aim!" type.
 
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I have had the “make it so” client and manager. They don’t like technical explanations because their only skills are yelling and having the clout to bring down consequences on those who “failed them”.

I feel your pain.
 
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It ain't just in the software industry. I work on heavy equipment and have had customers complain that we just worked on his equipment at one end of it and now something is broken on the other end that must be our fault cause it won't broke before we worked on it. I have had everything from working on a piece and not seeing something else that needed fixing and getting the "well you just worked on it you should have seen and fixed it" to having seen something else that needed fixing and taking care of it only to be told "I didn't tell you to fix that so I ain't paying".
 
From experience, unless this is one of your top 5 clients, dump 'em like a bad habit 'cause it won't get any better... The gain ain't worth the strain..
 
Been there, done that. Scope creep. Scope of work contract is everything. So does outlining the additional cost of all additional work outside the original scope. Sometimes you have to make it punitive at an accelerated pay rate. That usually gets their attention. It's always the money.
 
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Make it worth your time.

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Not enough $X's in your return email. I hope you have great people skills or failing that, a great attorney.
 
update...client is up and running, all obligations on our/my part fulfilled as per our agreement. Their IT guys were already working on it when I pushed back because they (the IT staff) knew what was coming.
 
Working in the software industry is always fun. Glad you sorted it all out.
 
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