Not solving the same problem twice.
WHAT TO RECORD
Every problem you solved, and how Client-specific quirks Solutions to recurring issues Commands and procedures you use infrequently
WHY
The same problems recur, across clients and over years.
Solving one from memory six months later takes far longer than reading what you wrote.
WHERE
Any document or note system you will actually use.
WHAT FORMAT
Problem, cause, fix. Three lines.
Not an article. A note.
WHAT THIS BECOMES
After a year, a genuine reference covering the problems your specific client base produces.
THE CLIENT-FACING VERSION
Some of it becomes documentation you send clients, saving the same explanation repeatedly.
WHAT TO LINK RATHER THAN WRITE
Technical instructions covered in our knowledgebase. Link to those rather than duplicating them.
Write only what is specific to your service.
THE COMPOUNDING BENEFIT
Each problem solved once makes the next instance faster.
That is how a support business improves its margin without raising prices.
