[wccrawford]

We had a problem for a while with people who not only didn't have those soft skills, they didn't have "business sense". They were out to maximize their own experience and didn't care what the business needed from them. Like closing a lot of tickets but doing the job poorly, so they caused other problems or didn't even fully solve the first problem. They did this because they thought their job was to close tickets, no matter how many times we told them it was to solve problems.