Luke Welling at PHP Advent 2009 – Managing Bob:

"Bob notices uptime, how long seemingly minor change requests take to implement, consistency in the UI, crashes, revenue, and conversion rates. He will notice the symptoms of bad code, even if he does not have the knowledge to diagnose the root cause, or the vocabulary to request the cure.

[…] Extracting real, actionable requirements from Bob, setting realistic expectations, and either meeting those original expectations or keeping the project on track as things change is a big part of success. Manage new information, new feature requests, and change requests while either coming in on time or resetting Bob’s expectations in advance."