From: Brian C.
Sent: Friday, March 07, 2008 1:19 AM
To: Shawn B.
Cc: Pete S.; Wyn B.; Chris S.
Subject: Re: Removing ████ Order Num Validation
Calmly tell ████ that we're totally in touch with their needs and that we want to deliver good service to them.
Then tell them that we can fix their TOTALLY UNSCHEDULED MANAGEMENT FUCK UP for them RIGHT THE FUCK NOW, but if we do, we won't be able to deliver their next software update 'til mid-May.
It's important that you be jumping up and down on your desk and yelling into the telephone handset when you deliver this message. If you face turns red and a little spittle flies out of your mouth in the process, that's okay. Then hammer the phone down two or three times while making violent guttural noises before disconnecting the call.
No matter what happens, have Jason process no more than three ticket escalations per week related to this issue, no matter how many thousands of customers pile up in the queue.
Our software development organization is thrashing about like a bunch of crazed weasels on meth. Do you have any idea what kind of mess spun weasels make? Developing good software in a timely manner is not difficult, we're doing it wrong. The dynamic with ████ needs to change for the greater good of all stakeholders. Now is a good time to start the change.