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Always be recruiting, w/Paul English, co-founder of Kayak
Masters of Scale
Can You Make Your Customer Service Calls More Compassionate?
Paul wanted to recruit those customers to help make kayak better. So he had their calls for help come to him. The funniest call i got was from an older woman who said, you know, i'm trying to get my daughter to come n visit me. Paul: "It just made me think that it is nice what engineers think about a problem"
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