Engaging multiple clients

Here is something a development team could try to get more responsive clients in an environment where clients are not actually paying you but someone else is, and you still have to do what your clients tell you.

Interaction, collaboration and most importantly communication are vital to successful development of software, be it websites, web applications or any other project.

Now this works only if the commitment works both ways. Respect your clients and listen to them. Ask questions about what they need, why they need it and to what value your development would lead for your organization.

Here is a system that (temporary) employment agencies use;

Whenever you come in to look for a job they register all your personal data on an index card. This card goes into a drawer or filing cabinet. When someone whose card is already in the system comes in to find out if they’ve found a job for them yet, they find your card in the drawer, look at it and say; “No I’m sorry nothing yet. Try back next week.” They put your card back in the drawer at the front.

When someone comes in looking to hire someone for a job, they open the drawer and start walking the cards one by one and pick the first card from the front that matches the criteria of the position they’re looking for and that person gets the job offer first.

People coming in more often to check for jobs and whose cards are in the front most of the time are much more likely to get a job then people who are not.

Let’s for the sake of argument assume that it is the people who are committed to finding a job that come in more often and are also those who are the most dedicated workers.

You can adapt this towards your own situation like this:

When someone comes in to talk about a feature they want ask them; “Wow, that is interesting stuff, do you mind if I write some of this stuff down on this index card here?”

Write just enough on the card to help you remember what this persons story was about. Write what the system should do in a paragraph or two. Put the card is a drawer, filing cabinet, rolodex™ or just on a pile will do. Put it in the front or at the top. When the person leaves start working on it right away.

When someone comes in to inquire about their story, look it up and put it at the front. Drop what you are doing and start working on their story again. When they come in asking about multiple story cards, ask them to choose which they need first.

Repeat until you finish a story. Release the code. Remember to deliver working software only. Take the card out of the stack. Put it up on a whiteboard or other clearly visible space stating FINISHED WORK above it in large friendly letters. Go over to your client and thank them for the input and collaboration. Start working on the next card at the top of the stack. Repeat.

You can add your own variations: If you need some input or have questions about a story from you client make every effort to get in touch with them. Call them and ask them to come over, go talk to them, if all fails, send them an email.

While you are waiting for the reply, start working on the next story in the stack. If the reply comes or you get the input you need, start working on their story again. Adapt to match your own situation.

This is a simple way you can get communication and commitment going with your clients. Some of them will find out that to get things done they need to talk to you regularly. Always be friendly. Always behave service oriented. Remember clients are King. Well, clients who come in to talk to you anyway.

When clients come in agitated demanding why their story isn't finished yet, tell them humbly: "Sorry sir! I had no idea it had been that long. But don't you worry! I'll start working on it right-away!" Make sure you do.

When the time comes that there are almost always three or four clients in your office talking to you, you need another planning method. Explain to them you feel all of their work is important but that your resources are limited and they have to share your effort amongst them. Ask them if they find this reasonable.

Count the number of stories up on the board. Average that to find the amount of story cards per week you can finish. Gather all unfinished stories on a table and your clients around that. Ask them to help you find the set of stories you can finish within the next week and which all of you feel would supply the most value to the institution you work for.

That will end in a row the first couple of times. Go back to employment agency planning for a while if necessary.

Sooner or later clients will find out that they need to talk to each other as well as to you to get things done.

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