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project management pitfalls: Forward mails

frequently I experience the following situation: The customer has
by mail a request made to the service (the project). The project manager manages the mail internally to the developer because he Question can not answer themselves. The developer responds to the mail and the project manager directs the mail with the heading "Dear Customer, Please find below the answer to the customer again.

So do not project!

In my view it is not at all customer-friendly when the customer who created the request, first the whole mail ping-pong between project managers and developers need to read an answer to his question to get.
The project should take the time to formulate an independent Antwot for the customer and respond directly to the mail by the customer. The history between the developer and project management has not lost in the mail to the customer.

Conclusion:
formulate answers to a customer inquiry always self:

• The Project Manager, so also look at the subject and can competently respond to any telephone customer demand.
• The mail contains the language of the "project manager" and not the "Developer", which often is more understandable for the customer.
• The customer gets to read the answer at a glance, without all the mail Ping-Pong have to.