Thirty years in support operations teaches you things that are hard to learn any other way. The lessons here are drawn from that experience — observations about how support organizations work, where they get stuck, and what tends to be hiding underneath the surface when results aren’t moving the way they should.

Some of what you read here will feel familiar. You may have seen the same pattern in your own organization without having found the words for it yet. Some of it may challenge how you think about something you’ve been doing for years. Both are useful.

This is how I think. If it resonates, I’d welcome the conversation.