Support Systems That Scale
From Yuki Tanaka’s guide series Small Business Rollout Mastery: Training and Adoption Strategies That Actually Work.
This is chapter 4 of the series. See the complete guide for the full picture, or work through the chapters in sequence.
When Sarah’s design agency implemented their new project management system, everything seemed perfect during training. Her team of eight was engaged, asked thoughtful questions, and confidently completed practice exercises. But two weeks later, reality hit hard. Simple questions flooded her inbox: “How do I attach files again?” “Where do I find last week’s tasks?” “The system locked me out—what’s my password?” Sarah found herself spending 3-4 hours daily answering basic support questions instead of running her business.<
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