The Client

Overview

The client is the person (or organization) the build is for. They know their needs. They usually do not know their requirements. The distinction, and the translation between them, is most of the work that happens before any actual building.

Working with Clients

• The client is not the adversary. Scope creep is. So is bad communication. So is ambiguity.
• Listen for the need behind the request. "I want the kitchen open" can mean twelve things.
• Show, don't describe. Sketches, samples, mockups. The client can't picture it until they see it.
• Document decisions in writing. Memory is kind. Paper is honest.
• The hardest client is the one who can't decide. Help them decide. Do not pretend to decide for them.
• Be early. Be clean. Be clear on price. Most complaints come from one of these three.

Software Parallel

The client, in software, is the user. Or the stakeholder. Or — in the case of internal tools — a past version of yourself who set requirements you've forgotten the reason for. The rules all transfer. Especially the one about memory being kind and paper being honest.

"Every complaint is data. Not all of it is actionable. All of it is data." — Burbridge