One of the ‘joys’ of consulting is the language difference between developers and the customer. Developers have a ‘language’ and clients have a completely different ‘language’. A perfect example is when a customer says ‘the application crashed’ and trying to interpret that. I usually end of asking, did this crash mean a dialog appeared saying something happened (an exception was caught), or that the app just went ‘poof’ and disappeared (something way more serious). For Xojo developers those two definitions of ‘crash’ mean totally different things. Those nuances mean nothing to the customer.
Email is a notoriously bad way to communicate. It’s easy miss details, or worse yet, misconstrue intention. It’s easy to read anger, annoyance, or <insert feeling here>, that the sender did not imply.
We’ve had instances where we go round and round with a client via email on some detail when a simple phone call would have solved the issue within five minutes. I know it’s not ‘modern’ but sometimes a simple phone call solves a lot of issues.
More recently I’ve had a client say that a sequence was wrong and described it with some detail. I took a stab at the fix and then gave them another build for testing. Still had issues. The problem was that they’re not describing what’s really happening – they’re using customer language when I needed developer language. The solution was a simple video.
Most people have a smart phone that can take video. In my case, once I knew what the customer was really doing it was a simple fix because I could see what they were really doing.
Voice calls are important, videos are important, and doing screen sharing is becoming another important factor. Think about using any of these tools before sending yet another email.