Relationships with Suppliers

The relationship between a publishing solution supplier and the customer is often affected by misunderstandings. The supplier speaks his own technical language, which the customer does not understand, and the customer speaks his day-to-day tongue, which doesn't translate to precise instructions for the supplier.

This is a problem for both parties. The customer doesn't get what he wants, and the supplier doesn't get a clear enough idea of what is required. Fortunately, the situation is improving. Customers are getting more and more experienced, and suppliers provide more standard, off-the-shelf solutions. In addition, both parties are gaining a common understanding of a good list of technical specifications.

BUT: This does not change the fact that it is the customer who is putting up the money, and he/she has a right to demand value. Therefore, here are some good tips. (NB! These tips earned me a reputation as "The Customer from Hell". They won't make you popular - only effective.)

In the technical specifications phase:

• Consult a technically proficient person (preferably a system architect) who will stand up for your interests. This can be someone in-house, a partner or an external consultant. It should NOT be someone from the supplier.
• Have this person assist you in developing the list of technical specifications, and join you in meetings with the supplier. BUT: This person shall not make the demands; he or she shall only work as a kind of interpreter for you.
• If you can't get such a person, it is still better if you write the technical specifications for the site, and not the supplier. In this case, employ functionality specification. In other words, you will describe in as painstaking detail as possible how you would like the site to operate. For example, "The user shall be able to order brochures from a separate ordering page. On this page, the user shall be able to fill out how many examples of a certain brochure he/she wants, as well as his/her name and address. When the same user returns to the web-site later and enters the ordering page, his/her name and address will pop up automatically."

In discussion with the supplier:

• If you have written the technical specifications without technical help, ask the supplier to check whether there are contradictions in the technical specifications. (Some things simply cannot be done together on the same site.) Also ask the supplier explicitly if you have asked for any particularly difficult or expensive functionality. You may be able to cut costs significantly by removing some unnecessary details.
• If the supplier has written the technical specifications, demand to have a copy reviewed by a technically competent third-party that you choose, before you accept anything.
• Ask explicitly for any limitations to the platform, and for consequences of each choice.
• Suppliers will always say, "everything is possible". What this really means is "everything is possible, as long as we switch out your entire server set-up and use two years and a half a million dollars to customize a solution". Never accept the pat answer that "everything is possible". Instead, ask concretely "How will you do this? What will it cost? How long will it take?"
• Some good control questions for web suppliers are: "Can I change the style and design templates myself?", "Can I write in HTML directly?", "Can I set up new sections and sub-sections freely on the site?" "If I want, can I take this solution with me to a new company in two years and have them work further on it?"

In contract negotiations:

• Demand an approval period of at least one month stipulated in the contract. This will give you time to find out whether the solution works as desired before you formally accept that the delivery meets your specifications.
• Demand that the contract stipulate: Bugs that hinder functionality with respect to technical specifications will be corrected immediately and at no cost any time you provide written (email) notice.
• Ask for a clause that charges daily fees for any delay with respect to the contract. (This can not apply to delays that you cause yourself, of course). It is not certain this request will be honored, but you may try.

Or, if your demands are not all that complex, you can simply opt for a tried-and-tested off-the-shelf solution, which is likely to be vastly cheaper and easier to use.