Why can’t we all just get along?
Ever feel like a furious ant, hopping up and down alone in a corner while no one pays attention?
I helped build a website for a client, and we launched about 4 months ago. From the beginning, the stats weren’t working correctly. Here’s a summary of my correspondence with the project manager.
4 months ago — Me: Hey, stats aren’t working. Project Manager: Be patient. It takes a while.
3.5 months ago — Me: Hey, stats aren’t working yet. PM: I’ll look into it.
3 months ago — Me: Hey, any updates? I’ve been doing research, and the following things are wrong on your end… PM: Silence.
2.5 months ago — Me: Hey, I have to have an update. PM: The techs say everything is installed correctly. The problem is on your end. Me: No. It. Is. Not! Here’s why! (lengthy email with info). PM: I’ll look into it.
[Repeat last conversation 2-3 more times with lengthy silences in between.]
1.5 months ago — PM: For the third time our techs have verified that everything is installed correctly. Please check the settings on your end. Me: For the umpteenth time, here’s proof that it’s not installed correctly! PM: I’ll look into it.
2 weeks ago — Me: HEY! It’s been a month! This is completely unacceptable. PM: Silence. Me: [Call to PM's Boss] This is unacceptable. PM’s Boss: I will get you an answer right away.
Last week — Me [to PM and PM's Boss]: HEY HEY HEY! It’s been another 2 weeks! Did you not hear me say this is unacceptable? PM and Boss: Silence.
Yesterday — [My client sends one email and makes 2 calls]. PM: Beth, we have repaired all your statistics. Please let us know if you need anything else.
***
My client sends one email. He calls and rips the PM a new one and asks her to ask the boss to call him. By 9 p.m., all my issues are repaired, despite the fact that for 4 months the company (through the PM) had been telling me that the problems were on my end. I spent hours doing research and writing emails to tell them exactly what was going wrong, and I swear they didn’t read any of them until the client got involved.
I’m still trying to figure out why they didn’t take me seriously. I remained professional but insistent the entire time. I followed up repeatedly. I even did all the homework for them to show them where the errors were. Nothing. It wasn’t until my client (who can be a real tough SOB) gets on the phone that things happen.
Is this because I’m a woman? Is it because I’m the marketing manager and not the actual client? Should I have launched into full bitch mode weeks ago? I kept my client fully aware of the challenges, but I asked him not to get involved until I tried my best to resolve it without reaming someone (my client is famous for reaming vendors). I knew that once he got involved, there would be blood, and there was.
UGH! Why didn’t they just take me seriously? Now, although I’m sure that they’re going to be much more responsive from here on out, we have a giant gap in our relationship. I like people to like me (I find I can get more accomplished that way), and my PM is certainly not ever going to like me again. I guess it’s not imperative that she does, but I certainly don’t trust her and I certainly don’t want to reach out to her for assistance on the site. The whole situation has, in my opinion, compromised the service I can give to my client, and it could have been resolved so easily (the problems were actually addressed and repaired in 3 hours).
Grr.
Mark Roy Long on 07 Jul 2009 at 9:32 am #
I’m not sure it had anything to do with being too nice or a woman. Instead, I suspect it’s because you weren’t the actual client the vendor was serving. Despite the reputation your client has for getting onto folks, sometimes things will only get moving with a call from the person who is paying the bill. In addition, I wouldn’t worry too much about the PM. S/he is the kind of PM they are well before you came along . . . so if anything, you’ll probably get better and more reliable service now. After all, when whatever was said and done by your client was over, I can promise you they won’t want another round of that!
KiKi on 07 Jul 2009 at 9:34 am #
Beth, I am so sorry to read about this on your blog! This sort of thing happens to me occasionally, though in my case the person who steps in and makes everyone fall into line is a woman. I would guess that it is because of your client’s position/status that you were basically ignored until he stepped in, although it is wrong whatever the reason may be.
Craig on 07 Jul 2009 at 10:04 am #
That kind of attitude flows from the top down. Their top guy says don’t break a sweat unless the person paying the bill calls. And that is what you must deal with. Or, find another vendor.
Jo on 07 Jul 2009 at 12:38 pm #
Beth, that sucks. You have far more patience than I do, but I’m the client and I give ‘em only one chance before I start being tough. If getting tough with the project/acct manager doesn’t work, No. 3 contact is to his/her boss. I’m so mean based on more than 10 years in client service, giving the kind of excellent service that you yourself provide! So I want Beth Z-level service from everyone! I guess it’s a lesson that not everyone is as good as you are.
christine on 07 Jul 2009 at 1:01 pm #
What a bummer.
One problem is that you didn’t escalate quickly enough to the client. I know you were trying to be a team player, but sometimes that backfires. Going to the PMs boss wasn’t an effective escalation because it didn’t yield results. You’ve got to escalate until you hit a target who moves toward resolution. That’s how a PM would respond to the same situation.
Now you’ve got a second problem. They think you aren’t going to escalate to the client for 4 months. You need to nip that in the bud. Next time, layout the escalation time table specifically in the first or second email. It will feel sort of mean, but it’s simply establishing the acceptable time line for resolution. PMs (I’ve been one and managed many) are time/deliverable driven. If you don’t set a date, they don’t move.
Develop a reputation as someone who sets a time line for resolution and follows through with effective escalation. They’ll know where they stand and you’ll escalate without guilt since you’ve given them fair warning.
Good luck!
Pop on 08 Jul 2009 at 5:29 am #
Just a characteristic of IT people.
Mark McClure on 14 Jul 2009 at 11:56 pm #
Why not invite the client (‘the user’) onto a regular status call?
They only have to stay for the 1st 10 mins and their call as to which ones they turn up to…
I have been on meetings where supplier (i.e. you), PM and client reps were present. If the client is half-awake then everyone is kept on their toes.
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