Most agencies play a game of telephone.
Client asks a technical question.
PM asks the developer.
Developer answers the PM.
PM translates it back to the client.
We skip the middle step.
Our developers talk directly to clients about technical decisions.
Before you panic: we're not throwing junior devs into client calls unprepared.
Project managers still handle:
→ Scheduling and coordination → Scope and timeline management → Budget discussions → Stakeholder alignment
But when the conversation is technical?
The person writing the code should be in the room.
Here's why it works:
1. Clients get the real answer.
Not a sanitized, translated version.
When a client asks "Can we add real-time notifications?"
The developer can explain: "Yes, but here are the three approaches and the trade-offs of each."
No PM can translate that nuance accurately.
2. Developers improve their communication skills.
You can't hand-wave technical jargon at a client.
You have to explain it clearly. Use analogies. Check for understanding.
This makes better developers. Period.
3. Trust builds differently.
When a client talks to the person actually writing their code, they're not wondering if something got lost in translation.
They see the technical expertise firsthand.
4. Decisions get made faster.
No back-and-forth through a PM.
The developer hears the client's concern, asks clarifying questions, and proposes solutions in real time.
We prepare developers for this.
Before their first client call, they shadow senior developers.
We role-play difficult conversations.
We teach them when to say "I don't know, let me research that and get back to you."
The result?
Clients who understand their software better.
Developers who think about the business impact of technical decisions.
And a team that can communicate across the technical divide.
Do your developers talk directly to clients? Why or why not?
#SoftwareDevelopment #ClientRelations #Communication #AgencyLife #TechnicalLeadership
→ scopeforged.com
Philip Rehberger Founder, ScopeForged scopeforged.com
