It’s game day and your group is prepared to deliver its finished design to a new customer. Unfortunately, they inform you that although the design is complete and contains every app, color, drop-down, and hover the customer required, it is still flawed. It’s not broken like the link to your favorite free movie download site, or your favorite quarterback’s hand. Its fault is discrete, but can become a large problem similar to Microsoft Security Essentials anti-malware utility deleting Google Chrome from your system (clearly incidental). This can put the design team’s project manager in a tight spot. Should she advise the customer upon delivery and risk losing time and wasting money on the contract? Or, deliver the product and prepare a patch for the problem when it arises? The importance of delivering a fine product to your customer coupled with technological innovation and maintaining a strong public image have become key factors of success for today’s business model. Besides the customer, there is another obstacle to plow through: the creative team. Creative individuals have always been loved or hated and viewed as either geniuses or clueless and communicating the difference between the “as is” design and what is required can be a chore. The training these individuals possess is what the client lacks and can evolve into a mountain of misunderstanding between all parties.
Overall, the best approach is to take the high road, advise the client of any issues upon delivery and let them know there is already a fix in the works. The company’s integrity will not be sacrificed, the client will appreciate your honesty, and the company may have gained a business partner for years to come.
Written by Duane