On 10.16.02 11:31 PM, "Lee Semel" <lsemel@xxxxxxxxxxxxxx> wrote: > > Ruth, > > On a related note, how do you handle it when the situation goes the other way > -- when the client continually delays, unable to respond with deliverables and > approvals? For instance I was dealing with a person who, according to our > contract, was the main contact for the project and responsible for al > deliverables and approvals. However, it turned out she needed to get a > consensus of all the partners in the company, approximately 10 people, to make > any decision, even on small things such as a homepage blurb or colors. Do you > build in penalties into the contract for the failure of the client to live up > to the agreed schedule? > > Lee > I haven't encountered this situation as a contractor, but I have been the client in this type of situation -- I was the liaison between my company and the design firm and had to coordinate all deliverables and approvals. The only thing I can offer is to help make my job as the client and liaison as easy as possible. Sometimes this requires a finite set of options (about 3) so that the executive decision makers don't have to think too hard about a seemingly mundane decision that they happen to be responsible for. In cases where this approach doesn't make sense or isn't possible, then I would recommend a) a frank discussion with the client's liaison (the role I played) to get a sense of the feasibility of moving forward on schedule; b) a policy called "no tolerance for slippage" (quoted from Ernst & Young project managers), where a delay in any milestone is unacceptable by any party -- and such a delay will result in g-d knows what, because to be perfectly honest, I wasn't involved in those conversations; c) if you are inclined to counter with client-oriented penalties -- a delay in deliverables -- I can't see a financial penalty except in the case that it actually costs you extra to delay (paying sub-contractors, etc.). To be perfectly honest, I think that emotions play a big role in this, even if they shouldn't. It comes down to guilt and "saving face". The liaison's company won't necessarily understand that it is their own fault for a delay, and may ultimately blame the liaison. This kind of pressure could provoke him/her to make independent decisions. Therefore, it's also about influencing behavior. This isn't part of a "kinder, gentler nation". But it is realistic. Get the liaison to be your ally. Middle managers have more power than they believe they have in a company. Believe me, there's nothing an exec wants more than a middle manager who can make good decisions. Not sure if this helps. I may have more to add tomorrow. In the meantime, I welcome discussion. > At 04:44 PM 10/16/2002 -0400, you wrote: > >> On 10.16.02 2:32 PM, "Carl Friedberg" <friedberg@xxxxxxxxxxx> wrote: >> >>> As a consultant, when I get a new client, I always insist on billing my >>> first day's time immediately, and wait for that check to be cashed, >>> before I put in any serious work. After the first check, with most >>> companies, subsequent payments tend to come out on a more-or-less >>> regular basis. It's the first check that can raise the red flags. >> >> Likewise, in a recent experience I had with a "difficult" client (who >> happened to also be long distance -- Paris), I stated clearly in the >> Statement of Work that work would not commence before receiving payments in >> hand (as per the payment and production schedule) AND that any delays in >> payment, client deliverables, and feedback would result in a delay in the >> deadline -- no leniency on this point. >> >> On a tangent, this was the same client who wanted to penalize me for >> lateness -- I had posted about that a few weeks ago. The specific request >> for the penalty structure was set forth during our first encounter and >> entailed a "discount" for each day the project was late; the client left it >> to me to define what this "discount" would be. (mini-rant: do I look like a >> masochist??) >> >> Further to that demand for a penalty structure, I increased my prices >> (without actually letting him know), stated that my pricing was not >> negotiable, and insisted that I create the schedule including all milestones >> and deadlines. I offered choices in terms of project scope enable him to >> control costs and deadlines, but did not budge on prices and policy. In the >> end, although my client was apparently more comfortable with my hard-line >> approach (I suppose he believed that I truly intended to deliver on my >> commitments), I still walked away from the business because I had a strong >> suspicion that things would not go well down the road. I had collected a >> $100 down-payment prior to writing the proposal, which I kept as >> compensation for the strategic consulting inherent to the proposal/SoW I had >> produced. I'm not sure how one would formalize that kind of down-payment. He >> just handed me a crisp $100 bill over a cup of tea, as a sign to proceed >> with drafting the proposal. There was no paperwork. >> >> >> >> .............................................................. >> Ruth Kaufman >> 212.828.6386 >> 917.623.7423 (mobile) >> ruth@xxxxxxxxxxxxxxx >> http://ruthkaufman.com >> .............................................................. >> >> __________________________________________________________________________ >> To unsubscribe send a blank message with unsubscribe in the subject to >> webproducers-request@xxxxxxxxxxxxx >> >> To access our webform (instead of sending e-mail) for popular commands >> including subscribe, unsubscribe, digest, and vacation visit >> www.WebProducers.org. You can also access the list archive at the website. >> >> Questions and comments are welcome just e-mail me, morry@xxxxxxxxxxxxxxxx > > __________________________________________________________________________ > To unsubscribe send a blank message with unsubscribe in the subject to > webproducers-request@xxxxxxxxxxxxx > > To access our webform (instead of sending e-mail) for popular commands > including subscribe, unsubscribe, digest, and vacation visit > www.WebProducers.org. You can also access the list archive at the website. > > Questions and comments are welcome just e-mail me, morry@xxxxxxxxxxxxxxxx .............................................................. Ruth Kaufman 212.828.6386 917.623.7423 (mobile) ruth@xxxxxxxxxxxxxxx http://ruthkaufman.com .............................................................. __________________________________________________________________________ To unsubscribe send a blank message with unsubscribe in the subject to webproducers-request@xxxxxxxxxxxxx To access our webform (instead of sending e-mail) for popular commands including subscribe, unsubscribe, digest, and vacation visit www.WebProducers.org. You can also access the list archive at the website. Questions and comments are welcome just e-mail me, morry@xxxxxxxxxxxxxxxx