Capacity.
WHAT HAPPENS AS CLIENT NUMBERS GROW
Requests increase Response times lengthen You become the constraint
WHAT REDUCES LOAD
Published documentation Better onboarding Preventing recurring problems Clear scope
THE PREVENTION POINT
Fixing the cause of recurring requests reduces load permanently.
WHAT TO ANALYSE
Which requests recur most.
Then address the cause.
COMMON RECURRING CAUSES
- Clients not knowing how to do something: document it
- Sites breaking from lack of maintenance: offer maintenance
- Email configuration: publish a guide
WHAT TO CONSIDER OFFERING
A paid maintenance service.
That converts support load into revenue.
WHEN TO ADD CAPACITY
When response times consistently exceed your targets.
WHAT TO DOCUMENT FIRST
Your playbooks, so someone else can use them.
WHAT NOT TO DO
Accept declining response times as inevitable Take on clients faster than you can support them
WHAT TO PROTECT
The service that made clients choose you.
