We bill $120 hourly. If the client CC the whole team on a problem, the whole team is going to take time off their current work to read the email. (5 mins * 6 workers) They are then going to reply to the message (2 mins * 6) and then investigate (10 mins * 6). A manager is likely going to step in and manage the team (30 mins). Finally, one developper is going to fix the issue (1 hour) and all the other developers are going to require getting back in "the zone" (average of 11 mins *6).
That's three hours (or $360) wasted for an email that should have been properly sent to the product manager or to the support team. If the client do this every week and nobody notice it and educate him, he is going to waste thousands a month of the project's budget.
What are you proposing? That when the client don't use the proper channels, we simply do the work for free?
We pride ourselves on how close to the client we are. If there is an emergency, they can email the team 24/7 and they will get a response. That doesn't come for free. If the client abuse of it, so be it, but they better be able to pay the bill at the end.
Comments
No.
We bill $120 hourly. If the client CC the whole team on a problem, the whole team is going to take time off their current work to read the email. (5 mins * 6 workers) They are then going to reply to the message (2 mins * 6) and then investigate (10 mins * 6). A manager is likely going to step in and manage the team (30 mins). Finally, one developper is going to fix the issue (1 hour) and all the other developers are going to require getting back in "the zone" (average of 11 mins *6).
That's three hours (or $360) wasted for an email that should have been properly sent to the product manager or to the support team. If the client do this every week and nobody notice it and educate him, he is going to waste thousands a month of the project's budget.
I think we're answering different questions.
I commented on the ridiculousness of someone complaining about a couple of developers losing 2 minutes of productivity.
You're commenting on a problem client wasting hours of peoples times, at a company that apparently has no internal system to manage issues.
Judging by the down votes I got, everyone thinks the same as you. Ah well.
And what if that style of chatting and communication is the cultural norm, and such interruptions happen every few minutes, all day long?
I understand.
Still, disturbing a developper will set him back 10 to 20 mins depending on the individual and the study you choose to believe in.
My grandma had a saying for people like you- "they know the price of everything but the value of nothing."
Enlighten us. What is the value of the email about a nonexistent problem sent to the whole team?
What are you proposing? That when the client don't use the proper channels, we simply do the work for free?
We pride ourselves on how close to the client we are. If there is an emergency, they can email the team 24/7 and they will get a response. That doesn't come for free. If the client abuse of it, so be it, but they better be able to pay the bill at the end.
I'm so glad you referred to your Grandmother to support an online discussion. What an insightful and relevant reference!