Empathy is a powerful thing. We make many little decisions during the work week around if it's ok to take something down, if an engineer's request needs to be h

Empathy is a powerful thing. We make many little decisions during the work week around if it's ok to take something down, if an engineer's request needs to be handled immediately, etc. I think the goal of the company is to align everyone around empathy for the drivers (I presume you're all already customers), so that you make those decisions in ways which enable engineers to deliver software well.