(Published Online: 31st October 2007)
Preamble
In writing this article I have chosen
- for MY convenience - to use my area of interest which is
custom software development, as a basis for providing examples/explanations
and references in this article. It goes without saying that
the ideas on offer here can be adapted by interested persons
to other relevant areas.
Many times I have come across people
who complain about having had an unsatisfactory service experience
with a particular provider. Over time I have carefully evaluated
the various situations under which these complaints arose
against the backdrop of my experiences as a service provider,
and come to the conclusion that both client and provider with
a BETTER understanding of HOW to work with each other would
end up with MORE positive and fruitful outcomes.
Based on my personal experiences
and observations over the past six years as a service provider,
I offer the following ideas for consideration by persons/organisations
looking to hire a provider.
1. Decide If You Really Need The
Service Or Solution
Here's how : Ask yourself...
a. Can
I do this by myself?
b. If
"YES" to "a", ask yourself: "Do I
have the time to do it by myself ?"
c.
If "YES" to "b", ask another: "Do
I have the training or skill to do it by myself, to the desired
standard, and deliver it to meet the desired deadline?"
You could equally ask "Do I have
an employee, friend or relative who can do it - at less cost
or FREE ?"
d.
If your answer is "YES" to "c", then you
don't need to hire a Service - or Solution - Provider!
However if the answer is "NO",
go to step 2 below.
2. Decide
How Much The Service/Solution Is Worth To You. Ask
yourself/check what NOT having the service or solution is
currently costing you. Estimate how much having it will SAVE
you in terms of TIME, EFFORT, MONEY and human/material RESOURCES.
3. Check if
a ready-to-use alternative (e.g. off the shelf commercial
software) exists in the market.
4. Price:
Use what you arrive at from doing the foregoing to decide
how much you would be willing to pay to purchase the service/solution.
5. Identify
a provider to deliver the service/solution.
6. Compare
your hired provider's offering and fees to any other
options you are considering.
7. Make up
your mind which option you wish to adopt (e.g. hire
a provider to build the software versus do it yourself).
8. If you
hire a provider ensure you get him/her to fully understand
YOUR needs - spell out your brief in detail.
a. Details
of your project brief could be specified in a Functional
Requirements Specification (FRS) - similar to the one I prepare
in collaboration with my clients. This document is then signed
off by both parties with the understanding that the deliverables
specified on it are to be used to assess completion (or otherwise)
of the project.
b. Work closely
with the provider to do a comprehensive situation analysis
which will help him/her gain a full understanding of what
is required.
c. Where appropriate
DO NOT FORGET to request formally that s/he provide
for future developments such that changes that occur in future
do not render the delivered service/solution obsolete. In
other words, request a futuristic solution. Fail to do this,
and you may repeatedly find yourself having to PAY additional
fees to incorporate changes that occur in the short medium
term.
9. Don't Pay
Until Provider Formally Agrees(e.g. by signing on FRS)
To deliver the service/solution to the agreed specifications.
10. Provide ALL Support Requested By
The Provider - "On demand".
a. Don't
go on leave without being sure to provide a COMPETENT "stand-in"
person to guide the provider in delivering the agreed service/solution.
b. Don't
suddenly become too busy (after asking the provider to commence
work) to review work progress with the provider.
11. Be Sincere & You'll Make A Friend
a. Avoid
trying to "trick" him/her to accept out of scope
additions to the project brief.
b. Avoid
trying to catch him/her out or "aiming" to shoot
him/her down. S/he is human, and has feelings just like anyone
else. If s/he gets convinced you are trying to do the foregoing,
that could lead to a significant drop in motivation to go
the extra mile in doing your work.
c. Stick to agreed negotiation outcomes.
Pay up as and when due in line with the agreement reached
with the provider.
12. Understand What S/he Does
For instance software debugging is rarely
ever a one-off activity. So don't complain during initial
test run. Even Microsoft gives out Free Beta Evaluation versions
for download/use by interested users some years before final
release!
13. Always REMEMBER: The Provider Is
Unlikely To Be A Magician
S/he will NOT therefore be capable of
making miracles happen. You are the expert in YOUR field or
area of interest. You are likely to know the issues or problems
to be addressed by the provider better. S/he will likely only
know what you tell him/her. If you forget (or hide) some details,
the solution will be incomplete or the service delivered ineffective!
Summary
When you engage the services of a service
provider, it is highly unlikely that s/he will come in with
the intention of leaving without getting paid. On your part
therefore, you should aim to get maximum value for the money
you will be paying him/her to work for you. A tested and proven
way to go about doing this successfully is by following the
steps outlined above. Most important of all the above listed
points is the need to ensure you make it as EASY as humanly
possible for your hired expert to deliver the service or solution
you paid for.
Establishing good rapport with him/her
is could make him/her go a few extra miles in serving you
without feeling the need to request additional charges for
doing so. As I stated earlier in this article, the provider
is only HUMAN, and like anyone else is very likely to respond
positively to being treated with respect and consideration.
In my experience based opinion, the quality of relationship
you establish with him/her will ultimately impact on the VOLUME
and QUALITY of delivery s/he will give back. 
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