I can respond to his comment from my own perspective. With my own customers, I have a policy of accepting blame for everything and always working to fix pretty much anything.
This, semi-regularly, results in customers who notice this policy and take advantage of it. You end up in a situation where you either have to piss off a customer or do mountains of work that have nothing to do with the scope of your product simply because the customer is convinced its your fault (or he's a dink that knows if he pretends its your fault, he'll get something out of you).
My biggest falling is that. And unfortunately, I feel that the customers who are like that, are also the ones who make the biggest noise. I'm in a relatively sensitive industry where my customers tend to be doing a lot of research before picking my product, so I can't afford to have any bad noise floating around.
Just an anecdote/personal vent very related to the discussion.
No, that isn't the business I was referring to. Those are usually pretty open and shut projects -- and I don't do many of them anymore. Thanks for the Internet sleuthing though.
This, semi-regularly, results in customers who notice this policy and take advantage of it. You end up in a situation where you either have to piss off a customer or do mountains of work that have nothing to do with the scope of your product simply because the customer is convinced its your fault (or he's a dink that knows if he pretends its your fault, he'll get something out of you).
My biggest falling is that. And unfortunately, I feel that the customers who are like that, are also the ones who make the biggest noise. I'm in a relatively sensitive industry where my customers tend to be doing a lot of research before picking my product, so I can't afford to have any bad noise floating around.
Just an anecdote/personal vent very related to the discussion.