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.
—
Paul English, co-founder of Kayak, in an Inc. magazine profile
I’ve heard Paul give this quote, and the others in the blog post, before and it makes me laugh. I love it.
Kayak co-founder on customer service - Good Experience
(via aparticularpath)
