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