The "While You're Working on it" Theory

Let me preface this by saying that we're always open to ideas for improving our processes. But, in some ways, we are like old folks who are just set in their ways.

We've had some clients ask us if we use a project management system when developing Web sites. Our answer is "yes". We've had some clients ask us if they can have access to the system to add their requests. Our answer is "no". Although on the surface it might seem like a great way to keep track of requests, we see it as a way for things to get really out of control really fast.

Here's an example to explain why. We call it the "while you're working on it" theory.

Let's say you have a car and you take it to the mechanic because you're having some troubles. Your mechanic runs a diagnostic and checks out how the car is running. He determines that it's a problem with your transmission and quotes you a price and timeline for fixing it. You grit your teeth at the price, but you know you need to get it done and they are the best shop in town. So, you tell the mechanic to go ahead and complete the work.

The mechanic starts on it and gives you a status report halfway through. Things are looking good. Everything is right on schedule. You're glad to hear this. While you're talking with the mechanic, you start to remember some other things that you want to have taken care of on the car. They're just some small changes. You say to the mechanic, "While you're working on it, do you mind buffing out these scratches, replacing the wiper blades, and changing one of the taillights?"

Now the mechanic has to go through a thought process and make a decision. Here's what that probably sounds like in his head:

• "Buffing out these scratches is going to take some time. I'm not sure if she's going to want to pay extra."
• "I don't think we have these wiper blades in stock, so we'll have to special order them."
• "Changing the light won't be a problem. But it doesn't make sense to use my senior mechanic's time to get it done."

Bottom line, the mechanic is now faced with some challenges revolving around time, availability, and cost. Web developers go through similar challenges.

While a request might seem easy on the surface, there are other things that we have to consider.

• If the client feels that their request is simple, they might not understand the need to charge extra.
• If the client expects us to be ready to address a request, we might have to disappoint them with the reality that something can't happen as quickly as they would have liked.
• If we have to bring in a specialist to complete something on your site, we don't want to have to pay a premium to have that same specialist do something less specialized.

As Web developers, our time is not often our own. We have to do little things to make sure that we can keep our sanity AND deliver a high-quality product on time and on budget. One of our "little things" is keeping our project management system for internal-use only. We find that this works better for the entire team if they know they only have to get tasks from one person.

How have other Web developers handled similar situations? As a client, is it more appealing or less appealing for you to have access to a project management system?

Like the car analogy? You'll find a lot more in my book, Driving to Success, which explains how you can get in touch with what you want to be when you grow up (no matter what age you are right now).