A few years ago, I was involved in a project for the design and construction of a machine that is an information kiosk come vending machine. The design team went through various concepts and selected what was the coolest concept to be presented to the client. I felt that the design was too big for its purpose and I could see technical and operational issues with the design. But the team indicated that my concern is not valid without going into the details and I didn't push it beyond raising my concerns. So we went ahead with the presentation to the client. To my surprise, the client approved the design! I still remember being puzzled and was asking myself why did the client accept this?! Anyhow, the team build it. As expected, the team ultimately face those technical difficulties I thought they would and this design did not fly.
This event has been troubling me for a long time and more because of my inaction at various occasions of the project than anything else. I could have put myself in the client's shoe and insist that the team answered everything to the nth degree before we present it to the client or the other extreme of not challenging anything. Or somewhere in between these two extremes. Now, I am sure, one who questions everything to the nth degree will be seen by his/her teammates as being difficult and the one who ask nothing as one who does not add value to the team! I believe most of us will raise questions/concerns as we become aware of them and the difference between all of us is probably the degree or depth we pursue answers to our concerns. I also believe that most of us will at least perform what we believe is our duty - i.e, what we believe is expected of us.
What would be the proper thing to do and what is its principle? Recently, I saw this in my sister-in-law facebook update. This is rather poignant and clear.
"The important thing is, you must like it. Because chances are if you don't, the clients won't. Make it something you like to see and don't give a damn about everyone else." - Old, rejected, psychotic man without a lunch partner.
Consider this. We all work for someone or have a client/customer. Even when we are self-employed, someone is paying us to do a job. This may be to design a product, a poster, a video etc etc. For everything we do, there is our own standard as well as our preferences. There is also the client's standard and the client's preferences. Independent to all these are constraints. Time constraints, budget, scope etc. Ultimately, it is to satisfy a well-informed customer/client. Allow me to elaborate.
If you know your client and understand his/her standard and preference, meet and exceed it. If you do not yet know your client's standard and preferences, perform your duty to your own standard and learn your client's standard and preferences as you work with him/her. In either of these cases, keep your client informed of areas of concerns so that he/she can make an informed decision as he/she will have constraints to balance as well. Informed here includes informing and explaining to your client that he/she is about to make a mistake - tactfully of course.
[This is based on true events. Certain details have been changed to protect the identity of those involved without changing the essence of the story.]
