I think a lot of it comes down to focus. You have tons of code to work on, maybe family and/or a full time job, etc... It's easy to forget that customer email

I think a lot of it comes down to focus. You have tons of code to work on, maybe family and/or a full time job, etc... It's easy to forget that customer email represents a real person at the other end. "I'VE GOT PEOPLE SKILLS"