Web firms work in different ways and, since I’ve only worked at one, I don’t profess to know what’s best. That’s why I’m writing this post! At some web firms, clients have a direct line to their developer. This means that developers have to talk to clients, manage their projects and field all those incoming phone calls. At other firms, an account manager does all the liasing and the developer just does the work. I’ve always wondered which way is best, so here are some reasons for and against.
Pros!
- The developer knows their subject best. They can answer any questions the client has throughout the build of the website, giving expert advice that you couldn’t get anywhere else.
- If the client wants some minor changes they can ask the developer direct. It’s often quicker than going through an account manager.
- The developer gets a great understanding of the project – there’s literally nothing they don’t know about the client’s business.
- A lot of the project management is taken away from the account manager, so they have more time to do other things like winning new business.
Cons!
- Things get done without the account manager’s knowledge. The account manager is out of the loop.
- One minor change turns into several. Before you know it the project’s overrun because no-one told the client ‘no’. A developer doesn’t have that sort of responsibility.
- A lot of work doesn’t get billed because it never got specced up. The developer works for free.
- The client prefers talking to the developer because they know it gets results, and this ties up the developer’s time when they could be working.
- If the client is unhappy a developer has to field that call. They don’t have an account manager’s experience with that sort of thing and it can all end badly.
- Lines of responsibility blur – it becomes unclear who should contact the client and things start to slip through the cracks.
Conclusion
I tentatively conclude that it’s best for developers to stay in the shadows, or at least have a well-defined roll and level of responsibility when it comes to client management. I’ve probably missed loads of reasons out, so feel free to add your opinion 
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Been there, done that!
Without a shadow of a doubt the client needs to speak to developers. Whether they have a direct line is another matter, the account manager should generally be in on it as well. Where there is a senior/experienced developer then they could discuss direct and relay to the account manager, I see no issue with that.
Where it all comes unstuck is junior developers talking direct with clients… that’s a whole can of worms. Everything from clients denying they asked for things, twisting words etc, to the developer not communicating costs properly and the client getting a big shock when they get the bill.
It’s all down to people really, and how experienced they are at managing time/money/resources and clients.
… just MHO!
Having been both a client and a “middleman” between web companies and third party clients, I prefer dealing with the developers direct. It’s a superior client experience, mostly for the reasons that you have mentioned: they know their stuff and their sites inside out. I note that the cons you have laid out are all from the web company’s perspective, and not the client’s!
Returning to the latter’s perspective though, I don’t think there is a one-size-fits-all answer. For example, if a client isn’t extremely web savvy, what developers (well, some developers, bless them) have to say comes out as gobbledegeek that whizzes straight over the client’s head. That’s where the manager’s people and communications skills come in handy, IMO.
Some good points raised. I’m sure the smaller company’s allow the client to have a straight through line to the developer as they can’t afford a project manager. They use this seemly bad point and up sell it to the client disguising it as a positive, value-added-feature when selling their services. Unfortunately RFC’s (request for changes) don’t get fielded as you mentioned so this slips through an already holey net. Small companies usually charge less to win work too, so an already tight budget can, and usually does, stretch to the point that the project holds no value.
Larger and/or more established companies typically have dedicated account managers to handle clients. Their rule of thumb is ‘if it’s not in the spec it’ll cost you’. They can upsell services, charge for extra work and make the developers time more efficient by streamlines their workflow, settings tight deadlines and ultimately keep the client off their backs.
In reality all a developer needs is a spec, a time plan and an endless supply of caffeine.
Designers (like myself) need that client contact, so this scenario is quite the opposite, but that’s not the topic of conversation here so I’ll stop myself from regaling you with my thoughts on that.
Ooh, thanks everyone – super fast responses!
Good point Karyn and I noticed it when I was writing! It started to look like web companies got a pretty bad deal letting clients have the developer’s phone number! You and Jim both raise a great point about communication skills and that’s where account managers are priceless. Junior developers especially can get totally bamboozled talked to a seasoned businessman who’s demanding the earth for free