Paul English of Kayak Max Effgen, February 5, 2010 Great read on customer service over @ Inc. Great way to improve product and process simultaneously. Would your organization obsess like this? Maybe you should. 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 e-mails 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. Inc. The Way I Work: Paul English of Kayak reads Inc. Paul EnglishKayakreads