Customers are a big source of my emails. Anytime anyone contacts us with a question, whether it’s by email or telephone, they get a personal reply. The engineers and I handle customer support. When I tell people that, they look at me like I’m smoking crack. They say, “Why would you pay an engineer $150,000 to answer phones when you could pay someone in Arizona $8 an hour?” If you make the engineers answer emails 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, Kayak CTO