In an earlier post I promised to explain why I didn't remove a block for one of the devs. Well here goes...

The block in question was a customer who needed support for a new version of our product they were evaluating. This type of job should really be handled by either the support guys or our professional services people. However, the version of the product being evaluated has only just rolled off the build machine and they haven't yet had the chance to get up to speed with it.

Obviously, customers are the life-blood of any company and therefore their needs must be met by any method available. We are a small company (approximately 30 employees) so roles are not so well defined as "developer" or "support" - we have to muck in and help out with whatever may be required. If that means investing time in a customer with the potential to produce revenue then so be it.

Given these circumstances, I think its justified to divert development resource in pursuit of customer needs. One thing to strive for next time though is better training and preparation for the people supporting the product.