The engineers and I handle customer support. When I tell people that, they look at me like I’m smoking crack. They say, “Why would you pay an engineer $150,000 to answer phones when you could pay someone in Arizona $8 an hour?” If you make the engineers answer e-mails and phone calls from the customers, the second or third time they get the same question, they’ll actually stop what they’re doing and fix the code. Then we don’t have those questions anymore.

The Way I Work: Paul English of Kayak

It’s true.  If people ever wonder why I’m always tinkering with RRR’s website, it’s often because I’m trying to save myself time on the customer support side.

Source: soxiam

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