As an engineer I regularly get pulled into customer calls.
It's really important to know how disconnected you are from customers. On every single occasion at every organisation I have worked for I have discovered great disparity between the user's desires and problems and what is communicated through the layers.
Layering communication is dangerous!
Also quite frankly sometimes it's only engineering who can turn an angry customer back into a happy one because they are the only people who can really action change.
It's really important to know how disconnected you are from customers. On every single occasion at every organisation I have worked for I have discovered great disparity between the user's desires and problems and what is communicated through the layers.
Layering communication is dangerous!
Also quite frankly sometimes it's only engineering who can turn an angry customer back into a happy one because they are the only people who can really action change.