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 (via soxiam) (via superamit) (via joshmohrer) (via arigreenberg)
Cite Arrow reblogged from arig
131 notes | | Jan 27, 2010
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    really agree with this. It’s potentially an even bigger problem for digital agencies than it is for pure-play product...
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    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...
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    wow. this is how i run my team. * everyone on the team gets copied on all support mail (in and out), yes, including me....
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