| I know the feeling -- "I have to finish this <big feature we're trying to release> but all these pesky customers keep getting in the way." Your customers should be the highest priority, all the time. If they hit a bug that prevents them from accomplishing a task in your software, that matters 1000x more than the feature they don't even care about/use/want yet. Some big project the customer doesn't know about isn't why your customer is your customer. Obviously trivial stuff (i.e. a misspelled word or an out-of-alignment UI element) ought not require an engineer to drop everything. But "I can't edit my document" or "I can't sign up because I have a weird email" or "I can't save or send this invoice" -- all of that SHOULD require an engineer to drop everything to fix it -- right that minute. Your customers are paying you money. If there's a fly in their soup, you ought not be saying, "If you order soup tomorrow, we'll make sure there's no fly in it. In the meantime, fuck you, I have to prepare next week's menu." My point -- if there's a bug that's blocking a customer from doing what they're paying you to enable them to do, then that's all that matters at that moment, anything less and you're either understaffed, or your priorities are all wrong. Worry about today's customers today, worry about tomorrow's customers later. I guess some companies have the luxury of prioritizing their roadmap over the needs of the people that actually are paying your company money -- but mine sure doesn't. We treat every customer's problem as the most important thing, because it is -- they're the ones that give us money. It would be like a restaurant ignoring a customer's request for a refill of water because they're busy planning next week's menu. You do that enough times and there'll be no need for next week's menu. The customer isn't always right, but they should always come first. |