A Dragon in Sheep’s Clothing

I just read “The Way I Work: Paul English of Kayak” at Inc. Magazine. Paul English founded the travel search engine Kayak.com with Steve Hafner.

Favorite quote:

If you make the engineers answer e-mails and phone calls from the customers, the second or third time they get the same question, they’ll actually stop what they’re doing and fix the code. Then we don’t have those questions anymore.

Do the engineers get customer service training? Just curious.

Too bad the rest of the interview sounds rather male-centric. There isn’t any mention of Paul’s wife, though he talks about his kids. If he’s a single dad, that might have been important to mention, because the rest of the article is full of “he” and “him” and “guys.” Aren’t there any female programmers working at Kayak.com?