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I forced every engineer to take sales calls and they rewrote our platform

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324 points bilsbie | 1 comments | 21 Aug 25 15:46 UTC | HN request time: 0.206s | source
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ilc ◴[21 Aug 25 17:25 UTC] No.44975530[source]▶
As an engineer, there's only one reason I don't want to be on customer calls:

Once a customer knows the person who actually builds the product, they will short cut:

- Customer Service

- Product Management

- Any other sane defenses you put in to protect a developer's time.

And just contact me directly.

Then what do I do to get them off of me without losing a customer?

... That is why engineers don't get on support calls.

If I could be "Anon E. Mouse" for the engagement, that'd be fine. But fact is, that's not what happens.

replies(3): >>44976236 #>>44976311 #>>44976610 #
1. teunispeters ◴[21 Aug 25 18:53 UTC] No.44976610[source]▶
And from experience, customer requests will not only be pushy and aggressive, but often at odds with company policy and directions. If they have a direct way to contact, one may end up not being able to do one's job due to the interruptions.