The 11 words every consultant dreads
"While you are here, can you take
a look at this."
Prepare to make a stand or own a problem.
MFCKing technology
"While you are here, can you take
a look at this."
Prepare to make a stand or own a problem.
Dave Harris Said,
February 17, 2010 @ 5:22 pm
That’s where an agreement for support on top of consultancy comes in, with proper SLAs & escalation procedures. Those eleven words should get the response “What’s the issue, and have you raised a support call with us for it? If so, I’ll chase it when I’m back in the office. If not, I’ll have someone contact you about it.”
Paul Mooney Said,
February 17, 2010 @ 5:28 pm
That’s “making a stand”. It’s sometimes too easy to nod and look at something. Then your hand touches the mouse and you are now the proud owner of something somebody else doesn’t want.
Chuck Dean Said,
February 17, 2010 @ 5:46 pm
Not just consultants. Anyone in IT will get this from friends, spouses, relatives, in-laws…. and coworkers (even if you’re job isn’t desktop support).
And it’s not always limited to computers… but includes audio visual equipment and cellphones.
- chuck -
Alan Said,
February 17, 2010 @ 9:16 pm
Cha-ching!
Own it or not, it’s a potential revenue stream . . . . even if it could end up in rehab
Tony Palmer Said,
February 17, 2010 @ 10:16 pm
1. Set the expectation of what you are there to do with customer as early on site as possible. It’s always handy to just confirm both expectations.
2. Anything outside of that spend no more that 15 minutes to look at but strictly no touching/changing – in the interest of helping.
3. Do not set any expectations or commit until the paperwork and authorizations are approved.
I often see consultants being side tracked by clients who are not the sponsor or the person signing off on the work, they don’t understand or care about the impact or requesting assistance. If that is the case direct that staff member to the project sponsor for approval, if it is that important then the sponsor will approve the extra time.
There is no doubt that it’s a difficult balance of being helpful and ensuring that you only own what you and the client have mutually agreed.
Tim Paque Said,
February 18, 2010 @ 12:44 am
The correct answer: If it’s in your budget, its on my schedule
Phil Petts Said,
February 18, 2010 @ 9:37 am
Simple four word reply “Show me the money!”
Stephan H. Wissel Said,
February 19, 2010 @ 4:41 am
Correct answer:
No problem, just sign here on the change-work-scope-agreement.
Matthias Said,
February 20, 2010 @ 1:06 am
Just had a week like that. What was planned to be two and half easy days in Florida became four hard working. Made new friends, implemented more of our product – and got paid for that. Not too bad.