Hi everyone, this is my first post of what I hope to be many!
I own an online software development company and usually do not ever come into contact with my clients. I do however participate on numerous mailing list where I am very active. Last night, there was a great question posted about when to offer a refund.
In the world of software development, when you are delivering an intangible, things are a little different. Here is the developers scenario and the crux of his problem.
He is a software developer that has worked with the client for quite some time. He has worked with the client to develop a system that they requested. The system is fully functional and the company has been using the software since November. Now the company says that the software is not what they wanted and it does not perfrom up to expectations. (5 months later) and they are asking for a complete refund.
What would you do in this situation?
- Refund the customer?
- Try to work with the customer to identify the sudden change, identify the problem?
- Tell the customer "No way, you`ve had months"
- Set up a guideline that says you have "x" number of days to test this solution, after this you own it?
Many customers are very weary of contracts as they usually do more to protect the consultant thant themselves.
I realize this is a multi-part post, but I do think that it has a lot of value as it covers a unique service industry where there is no actual tangible product, and it is usually just a representation of the clients wishes.