Client: Things are not working, the amount of hours we agreed is not being respected and your developers are late in the deliveries. When can we talk to sort things out?
I went to the dev team to talk and this exchange followed:
Me: So, what is happening? Are problems arising during the sprint? The client is frustrated with the delays, and I need to know if you need some support or renegotiate something.
Dev: We have no problem at all with them, we are only lacking time to do what they need.
Me: How are you and your colleague dividing the time?
Dev: Well, my colleague spends the day programming, while I’m, at 9AM, have a call with the client that usually goes for two hours, then again at 2PM I have another call with’em and this one usually goes for four hours, then I code until 7PM.
Me: That explains a lot.
Turns out the client knew this time was billed as dev time, but they expected the developers to be coding while on the phone with them!