You don't strike me as the type...

Thumperchick thought this was worth mentioning said

But I'll ask anyway.

Do you have any built in responses to growth/change/problems?
The one I can think of to best illustrate this right now is: "If Customer Support is X days out at responding to messages for Y weeks, we need to Z."

Do you guys plan stuff like that out? Or wing it as needed, relying on the communication and adaptation skills of your small team?
Is there a preference to adaptation over planning?
With your history and experience, which serves your company best?
Which do your customers respond to more favorably? Or at least bitch less about?