Laymen's Perceptions

Published 2/9/2008 by Brian
  At work, my customers know that there is no way that they could do the work that I do without some serious training time.  But all too often after describing something they want done, they utter those dreaded words, "That should be pretty easy, right?"  As is true with most professions, the work involved in software development is both incomprehensibly complex and deceptively simple to those on the outside.  Something as "simple" as moving an entry field to another part of a form could take hours of work, depending on how tightly coupled the system is to its user interface.  On the other hand, something as "complex" as building a report that allows a user to sort data, move columns around, and group things on the fly could take the same few hours given the right tools.

It's totally understandable that people don't know how complex a problem is and how long it will take to solve.  The problem is that they think they do know.  They try to base the estimate in their own mind on empirical evidence from past projects (which can be misleading), or worse, the raw visual complexity of the application.

I've also experienced this outside of my corporate job.  About six months ago, I began working on a small e-commerce site for a lady that goes to my in-law's church to get my foot in the door moonlighting as a web developer.  The problem was, I had a budget of exactly zero.  That's right, I did it for free.  I figured the references I would get out of the project would be well worth the time I put in.  But that meant that for every feature I had to either find resources for free or build it myself.  (Visual Web Developer and PayPal Website Payments Standard were godsends.)  I think I probably logged about 100 hours getting the whole thing up and running, complete with a WinForms product maintenance system. 

But now that I'm done and she would like to recommend me to other people, I have a problem.  Her impression about what something like that should cost is based on these chop-shops that charge $350 for an e-commerce enabled site.  Am I really worth $3.50 an hour?  You could argue that now that I've got an existing codebase the time involved getting someone else set up would be minimal, but what about sites that have other needs?  Do my prices start at $350 but then jump up over $1000 as soon as anything outside the e-commerce norm pops up?  I wonder how small consulting shops handle the price issue...

I don't suppose there's any easy remedy for this problem.  You just have to earn your users' trust over time that you know what you're doing.


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Brian Sullivan

From one geek to another...