I felt like a psychiatrist in October 2004. An endless stream of strangers was coming to my office to complain about the software I was responsible for. I did not need to ask the classic question “How did you feel about the software bug?!” – I was proactively advised how the person calling upon me – every person! – felt about it… Some actually reverted to Hebrew (my native tongue) in order to make doubly certain I did not miss any nuance of their disappointment, dismay, despair, anger, anxiety and anguish. The only saving grace I had was that I have just been hired to turn the product around. It was a little difficult to implicate me …
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