Yeah, that's the idea. It is the only way to hire customer support people. people who have worked phone or email tech support at other companies are extremely

Yeah, that's the idea. It is the only way to hire customer support people. people who have worked phone or email tech support at other companies are extremely difficult to train into any sort of a customer facing role. I mean, sometimes they will make fine SysAdmins or Programmers, but working phone support usually kills off that which is required to deal with customers like human beings, especially in introverts, and, well, most qualified SysAdmins and Programmers are introverts. as for other roles, it has it's ups and downs. On the upside, you get things done your way. On the downside? well, if your way isn't the best way, well, in the worst case you think your way is the best way and you keep doing it until it ends badly. In the best case, you know your way isn't any good and you hire an expert for consultation. There are many projects where I look back and say "It would have been cheaper if I just paid someone who knew what they were doing $100/hr to come in and just make it work for us." but obviously, I keep doing it, so I think, overall, the approach works for me.