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> Even people in the US should only be in the office 1/3 of the day. A Silicon Valley startup /generally/ has most of their customers in the US. Both US busine
by nthj 12y ago
> Even people in the US should only be in the office 1/3 of the day.
A Silicon Valley startup /generally/ has most of their customers in the US. Both US businesses and US consumers have a cultural expectation that issues be resolved quickly within business hours, but are usually more forgiving at 9 PM at night. (For example, if I call my bank at 3 PM, I expect a resolution darn near immediately; if I called at 11 PM I would expect to leave a voicemail. In both scenarios I am equally satisfied, even though in the first I received an immediate solution and in the second I did not.)
It's not a matter of having developers on call 24/7, but in having the 8 hours they are online overlap the 8 hours that the customer base expects prompt service.
- conductr 12y agoI'd argue that you're talking about customer service, not software development. That's a different topic, I agree customer service should be responsive and local to customers. If you notified your bank of some technical issue. They would probably respond thanking you and telling you that they would look into it. I would be very surprised if they followed up with you to tell you when it was fixed (although, that would be great service) Edit: just to add, the software dev on site can review customer services logs asynchronously, he shouldn't need to be the one actually working the customer service queue