[masonliyu]

I’m reminded of something passed around Google’s SRE org when I was there:

https://sre.google/resources/practices-and-processes/no-hero...

I agree with the spirit of your comment, but I think that there are circumstances where being the one to pick up the slack results in being taken advantaged of, whether intentional or unintentional on the part of the advantage taker.

In your CSR example, picking up the slack or helping out a couple times when you are equipped to do so is good, but if it turns into a longstanding pattern of hiding what might be an organizational problem (maybe that CSR is really assigned too many customers to keep up) or an individual problem, then this mode of working can do more harm than good in the long term.