But if I kept escalating bugs without even trying to figure out the issue, I never would have learned how to solve problems for myself.
It wasn’t that Jeff didn’t want to help me – he did. If I still didn’t have an answer after 15 minutes, I had to ask him for assistance. If I was stuck on a particular customer problem, he told me to first take 15 minutes to try find the answer before looking for help. I was taught the simple rule by Jeff Gardner, back when I was a junior customer support engineer and he was the head of our Customer Support team. “If I kept escalating bugs without even trying to figure out the issue, I never would have learned how to solve problems for myself” It seems like a very simple maxim, but adhering to it can actually supercharge your own growth – you learn the value of self-sufficiency, but you are also forced to reach for the life raft when you need it. If you don’t have an answer after 15 minutes, you must ask someone. This is where the 15-minute rule comes in: Take 15 minutes to solve the problem any way you can. But they also have drawbacks with the former you might sink valuable time into a problem that has already been solved, and with the latter you might miss the opportunity to learn for yourself. You can ask for help when you realize you’re stuckīoth options will appeal at different times, depending on circumstances, and both have their benefits – they’re two different ways of learning.You can try to persevere with the problem until you find a solution.In these situations, you have two options: No matter what team you work on, or how many years of experience you have, you’ll inevitably run into problems you get stuck on.
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