Re. Problems with tech. specs?

Subject: Re. Problems with tech. specs?
From: geoff-h -at- MTL -dot- FERIC -dot- CA
Date: Mon, 5 Feb 1996 15:07:23 -0600

Greg Cento wrote to ask for help with a client who "tears
his tech. specifications to shreds". Greg, two things to
note here:

1. "The client is always right." (Adhere to this as closely
as is feasible.) If the client becomes sufficiently
annoyed, you may lose the client. Cynical add-on: some
clients are more important than others, which has the
corollary that some clients are expendable and others
aren't. Which category does this one fall into?

2. Is the client right? If nobody else has complained, this
is no proof of satisfaction. It might just mean that
they're discouraged and are looking for another supplier,
or simply that your specs are adequate but uninspired. What
can you learn from the problem client's critique? If the
answer is "nothing", which is rarely the case, the solution
may be to educate the client or at least find out what's
causing the annoyance; if the answer is something, you'll
improve your service to the other clients too.

Where does your situation fit within this context?

--Geoff Hart @8^{)}
geoff-h -at- mtl -dot- feric -dot- ca

Disclaimer: If I didn't commit it in print in one of our
reports, it don't represent FERIC's opinion.


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