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    <p>The company I work for often gets unreasonable requests from our customers. <strong>The key thing to remember is that customers want to be well informed.</strong> We've found the best way to do this is in terms of status reports.</p> <p>So, we first do a pretty good job of explaining our position. In your example, this would be something like this:</p> <blockquote> <p>We have a set schedule for fixing the bugs in our project, which we have historically a good track record of staying on schedule. However, the process of detailing how long each bug will take to fix is quite error-prone. We'd be happy to provide you with weekly updates (or twice-weekly or daily depending on the customer) on the bugs that have been fixed and the fixes that have been tested.</p> </blockquote> <p>However, I do believe that it is good to try to estimate how long each bug will take to fix. The reason for this is you need to understand what the total time to fix all the bugs will take. You won't be able to get an accurate estimate if you don't have an estimate for how long the individual parts will take to fix. These can be rough estimates of course (estimated no longer than spending an hour researching the problem) -- you don't want to waste too much time estimating. Then I typically factor in an extra 20%. So say the estimates for bugs are 3 days, 5 days, and 2 days. Then I'd report to the customer that we should be able to fix the bugs in 12 days. Then of course you may need to add more time for testing and re-packing your product before you can give them a deliverable.</p>
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    1. COYes, we do status reports, that's where we inform them. I think more than anything, it's a way for them to keep us in check and of us to be accountable for the bugs outstanding so that we are focused on finishing them on time.
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