We receive client requests often to integrate bells and whistles (3rd party widgets and code) not found on our platform. We also receive client requests to direct traffic to a 3rd party service to handle customer payments, applications and reservations. This will now be the procedure for handling these requests.
Services for implementation can be priced with precision when provided a link to a 3rd party service by the client. This is the base requirement. The method of implementation will be determined with the client (popup, iframe, new page, etc).
Services for implementation can be priced with precision when the client has not provided a simple link to a 3rd party service – consulting services attached to the investigation, determination, manipulation, and final code acquisition (be it simple link or other) have historically not been accounted for but will now be.
Any client request for direction to 3rd party services involving ‘Pay Online’, ‘Apply Online’, or ‘Reserve Online’ will now contain an open ended hourly consulting charge, base cost $100hr. The final client billing will reflect the actual time spent determining 3rd party vendor requirements as well as client requirements (including business rules, required customer information, required client information, and so on).
G5′s core competency lies within our own business model using our own proprietary methods and tools. We can assist clients with 3rd party vendors only when a) we determine our participation can adequately help a client achieve a defined goal, and b) we are compensated for all consulting/development time spent with 3rd party vendors.
Clients often like shiny and cool things they find on other web sites or when browsing for a solution to a want or need. This is completely understandable and it will be our practice to perform a brief (5 minutes viewing source code), complimentary analysis on whether 3rd party widgets or code pose obvious compatibility issues with the G5 platform.
Should the compatibility analysis provide a negative result, integration of widgets or code will be declined.
Should the compatibility analysis prove inconclusive we may entertain an integration project with a definitive disclaimer. I rather enjoyed the Support Departments succinct summary of 3rd party widget inclusion:
“Please note that these “widgets” from third party vendors are not supported by G5. While we can add these to our clients pages, changes or problems in the vendors code may cause the client website to function improperly, appear incorrectly or to go down completely. We will not contact the third party vendor as part of the support for our client’s site and G5 support for this “widget” will most likely be limited to the complete removal of the offending code.”
Pricing for integration will be precise based on determined project parameters. Should the integration produce errors or unintended results, the integrated widget or code will not be supported and the client may request it be removed.
“If you want to truly understand something, try to change it.”
Kurt Lewin
“Professional Services”, or “Pro Services” in common G5 parlance, stands at the crossroads. Growth is not only conceivable but inevitable, yet the path to achieving a successful and independent revenue stream through a Professional Services arm will be determined by its ability to deliver.
“Professional Services” as a general term describes the offering of atypical function(s) by parties (individual or entities) qualified to do so. In practical terms it’s easy to fit the general definition with real world examples: An Accountant prepares a tax return as a professional service; A Lawyer provides legal council as a professional service; a Dentist fills a cavity as a professional service.
At G5, professional services (note lack of capitalization denoting work not title) are accomplished by many departments and qualified individuals. Arguably the key role of most resources is the delivery and support of the secured contract – these are rendered professional services but are predefined and encapsulated, thus not considered in discussion. With an eye towards services rendered for a fee to the client beyond the primary contract, what are professional services at G5?
Obviously professional services fill a limited role for some. The core function of Engineering is development and support of the core platform – the architecture and framework as a fulfillment of the primary focus of Sales. Paid Advertising, Market Analysis and Search Engine Optimization have historically focused on the support and maintenance of the secured account, but more than ever the lines are blurred and the boundaries less rigid between services provided an existing account (bought and paid for) and services needed, solicited or required that stand alone.
Design, Development and Implementation are directly involved in initial contract fulfillment of a secured client. Design, Development and Implementation however can and do continue in the delivery of professional services for the life of the client.
When professional services (considering ALL possible roles and skill sets) can be solicited and delivered to the client beyond their monthly spend, how should this be accomplished in the most efficient, economical and client satisfactory way?
From “Operations Management for Service Industries: Competing in the Service Era”:
The first rule of service is that limited capacity equals poor service.
The second rule is that excess capacity equals high cost.
Internally there is increased awareness of the challenge this poses. Building a strong, viable and proactive Professional Services (note caps – referred as ‘Pro Services’) Department either requires the building and formation of an independent unit that duplicates the skill sets and capabilities of Departments delivering professional services, OR the expansion of staffing and focus of these same Departments into the delivery of services defined and distributed by Pro Services. Either way, the capacity of Pro Services to deliver outstanding service (this can rightfully be construed as both positive revenue for G5 and a satisfied client) is intrinsically tied to the availability and participation of resources. We cannot have one without the other.
Further consideration forthcoming…
I remember an incident back in my architectural design days that involved a running argument with a supervisor regarding the number and location of handicap parking spaces required for the new facility I was developing plans for. I had my calculations in hand and copies of local, state and federal code backing up my assertions. The supervisor was insistent that we could reduce the number of accessible spaces because another designer working another project in another city in another county in another state was able to. No facts, figures, or logical reasoning supported this argument, simply a blanket assertion that since somebody else did it, I should be able to as well. And of course, I was expected to pursue it.
I call this “Chasing the Leprechaun”, and it’s an adventure most often bestowed upon us by others who excuse themselves from the pursuit. Why do they personally abstain? Because it’s HARD… and that little sucker is elusive…
Is there a better alternative than sending somebody off to chase the little guy in green? Yes. Do a little fact finding yourself to support a viewpoint or request before springing it on another. If you believe you have a need that can be satisfied by a solution potentially devised by others, check it out! Gather the facts, the basic history, how-to’s and any other information that will help others just GET THE JOB DONE!
And watch out – sometimes when you actually catch the little dude, he ain’t happy…
Once in awhile a story like this makes headlines, usually when the complainant has the teeth and deep pockets to make an issue of it.
EBay found liable in Louis Vuitton suit
Of note,
“Ebay had been buying keywords such as “Viton,” “Vitton” and “Wuiton” so that online shoppers using these misspellings into a search engine, along with anyone using the brand’s correct spelling, would be directed to links promoting eBay, a Louis Vuitton spokeswoman said.
The court, which called eBay’s actions “parasitic,” ordered the company to stop using the keywords. The court said the practice harmed Louis Vuitton’s brand. “
What feels like a lifetime of close observations has taught me a few things about the value of proper wording and phrasing. While one word can slip your neck in the hangman’s noose, a slight variation of that same word can slick you up like a pig at fair – try catching me now!
Word substitutions to be adopted ASAP:
Speaking of… “ASAP” will now be “as soon as the queue allows.” They are essentially the same meaning in reality, but the common substitution of meaning for “ASAP” is “RIGHT NOW” – clearly a misinterpretation of “As Soon As Possible”.
No longer use the word “promise” – instead the offering of a pinky for truly critical deliverables will suffice and lend weight to the actual seriousness of the goal. So “pinky swear”, used sparingly, will be the new “promise”.
“Due date” may actually continue to be used but the meaning will be changed to “Day of Actual Delivery”. You can never go wrong if the “Due Date” is the day you actually do it. You can actually get away with saying the “Do Date” in this case because they sound the same and nobody would think to clarify the meaning.
To be continued…
It’s a thought that persists on daily basis since escaping Social Media (in-your-face, in-your-eyes, in-your-ears, in-your-brain) is an impossibility at this date in the stream of time. Observing many individuals and businesses expressing hope that merely signing up for a FaceBook account will be the magic bullet that saves the farm, it is necessary and responsible to set the proper expectation and encourage the rolling up of sleeves – there’s real work to be done.
“Social media marketing can’t magically produce positive changes or marketing results for your business. But real magic is not about tricks or smoke and mirrors. The best magic takes a lot of hard work, creativity, experience, and substance so that when you look behind the curtain, there really is something there.”
Great article “7 things social media can’t do” from http://www.imediaconnection.com/content/25980.asp.
The request is common: “Can we have ‘music’ on our website?” Often it’s not a request: “We WANT ‘music’ on our website!”
Should we encourage, discourage, or remain neutral with clients over the issue of ‘music’ use on their websites?
First, there is a reason ‘music’ is designated as such. It would be more appropriate to say “client X wants to utilize ‘sound’ on their website.” Greeting messages and sound effects (Client: “we want a button click to trigger a *sproing!* sound effect!”) are requests prompting the same types of questions.
Rather than demand acceptance of personal or corporate bias (until it is ruled “we do not implement” it can be considered a “Best Practices” recommendation but not an exclusion), it would be best to educate ourselves and our clients on the pros and cons of sound usage. Here are some good resources that discuss the use of sound on a website from a desirability, legal, and technical perspective.
It’s important to establish however a baseline for service that excludes acquisition and the verification of usage rights. To truly pursue these things, pricing for services would be inflated beyond any expectation of customer acceptance. From a corporate perspective this is the proper course – this is not our core competency, this is not what we do.
By Andy Towler
http://www.zigpress.com/2009/10/30/10-reasons-websites-should-not-play-music/
By Joseph Carrabis
http://www.imediaconnection.com/content/13098.asp
By Marc Reposa
http://www.webdevarticles.com/legal/using-music-on-websites
http://www.gidforums.com/t-2744.html
By Lee Pritchard
http://www.mediamusicnow.co.uk/mediamusicarticles/quick-tips-for/using-music-on-your-website/