High touch vs the System

Maybe all systems with human beings are like this to some degree, but there are tangles that can be unraveled with either a billion emails OR five minutes on the phone. There are times when all the databases and trouble tickets and email confirmations in the world can’t provide the visceral satisfaction that yes, your problem was heard and you are a person deserving of time and attention.

We’re a very distributed team, we really only come together for one big weekend a year. It’s amazing that, with so little face to face time, we don’t have even more miscommunications and upsets than we do.