When resolving an issue, and we have determined that we need to provide some form of fix to our product, a question that we will ask is along the lines of “when would you like this fixed by?” We are both in the software development business and regular issues are not resolved by stopping whatever we are working on, fixing an issue and then delivering it straight away. There is normally some form of release cycle / release procedure involving QA, and the new work needs to be scheduled in amongst the existing planned workload.
I tend to find customers are “too nice” when answering the question of “when would you like this fixed by”. For example, if you are making some enhancement to meet new government requirements that come into effect on 1st July, your answer should not be “1st July”. You may have some QA, parallel runs, code freezes that need to take place beforehand, so your answer should probably be “1st May” along with an explanation why.
Read more at
https://4js.com/ask-reuben/ig-263/
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