{"id":1788,"date":"2010-02-05T14:09:22","date_gmt":"2010-02-05T21:09:22","guid":{"rendered":"http:\/\/www.12sided.com\/blog\/?p=1788"},"modified":"2010-02-05T14:09:22","modified_gmt":"2010-02-05T21:09:22","slug":"paul-english-of-kayak","status":"publish","type":"post","link":"https:\/\/www.effgen.us\/?p=1788","title":{"rendered":"Paul English of Kayak"},"content":{"rendered":"<p>Great read on customer service over @ Inc. Great way to improve product and process simultaneously. Would your organization obsess like this? Maybe you should.<\/p>\n<blockquote><p>They say, &#8220;Why would you pay an engineer $150,000 to answer phones when you could pay someone in Arizona $8 an hour?&#8221; 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&#8217;ll actually stop what they&#8217;re doing and fix the code. Then we don&#8217;t have those questions anymore.<\/p><\/blockquote>\n<p>Inc. <a href=\"http:\/\/www.inc.com\/magazine\/20100201\/the-way-i-work-paul-english-of-kayak.html\">The Way I Work: Paul English of Kayak<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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, &#8220;Why would you pay an engineer $150,000 to answer phones when you could pay someone in Arizona $8 an hour?&#8221; If you make&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[8],"tags":[169,193,401],"class_list":["post-1788","post","type-post","status-publish","format-standard","hentry","category-reads","tag-inc-paul-english","tag-kayak","tag-reads"],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/posts\/1788","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.effgen.us\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1788"}],"version-history":[{"count":0,"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/posts\/1788\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.effgen.us\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1788"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.effgen.us\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1788"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.effgen.us\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1788"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}