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I'm a developer. I like to interact with customers some of the time and wouldn't even mind taking some support calls once in a while. I feel like it keeps me in
by marshray 15y ago
I'm a developer. I like to interact with customers some of the time and wouldn't even mind taking some support calls once in a while. I feel like it keeps me in touch with reality, like you're saying, and I like knowing that people are out there using my stuff.
But most developers don't feel this way. Forcing them to take support calls just to satisfy the boss' idea of how their ego should be adjusted just doesn't sound to me like something that's likely to be productive.
- edwinnathaniel 15y agoWhat would you do if the developers weren't budging after you told them that "this is what the client wants".
- marshray 15y agoI don't know anything about the business structure you have in mind, but usually customers don't get to talk to the developers so they don't expect to be able to do it unless its part of the contract. In my experience usually they don't even ask unless someone has put them up to it. E.g., they may be working on a complex issue with a Support guy in over his head who has been reduced to relaying messages to "the developers". I'm happy to jump on such a call directly because it feels like it saves everyone time and running around. But all companies with lots of users eventually develop layers of Support in place to shield their developers from potentially constant interrupts.