While I have been helping a number of customers, a number of Microsoft employees volunteered to help Microsoft PSS support customers who had the MSBlast virus.  I would like to thank Robert Scoble, Steven Makofsky, Chris Anderson and the other Microsoft employees who took the time to help.  From their posts, it definitely was not in their job requirements to do this type of work.  I know that they learned a lot.  I know that they will take the lessons that they learned to heart and apply it to their current work assignments.  I subscribe to a lot of RSS feeds of many Microsoft employees.  The interesting thing I noted is that I did not see any entries about helping out in PSS from program managers, product managers, or marketing.  These are the people that I wanted helping out.  Why?  Because they are ultimately responsible for determining which features get into the product, which bugs get fixed, which get delayed to the next version, etc.  These are the type of people who need to walk in their customer's shoes.  Robert has talked about how Microsoft executives are compensated based on many satisfied customers there are.  I am just one developer, and in next year's performance review I will be judged on how I quickly I supported customers and my company's Tech Support, as well as how quickly I developed fixes or workarounds for those problems.  Robert and the others at Microsoft had an eye-opening experience directly supporting end-users.  For me, that is part of my everyday job.  I hope that Microsoft makes it a part of everyone's everyday job.

 

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