The first thing that editor does is they take out a red pen, or nowadays you go online, and they start striking things. Basically eliminating things, the biggest task of an editor is to simplify, simplify, simplify and that usually means omitting things.

Treat customer support as a product.

When you start a company everything is going to feel like a mess. And it really should. If you have too much process, too much predictability, you are probably not innovating fast enough and creatively enough.

Where there are low consequences and you have very low confidence in your own opinion, you should absolutely delegate.

It's actually a good thing if you do reference checks on somebody and half the people you call say they are a micromanager and the other half say they actually give me a lot of responsibility. That's a feature not a bug.

It's never a metric, it's where the person is going or not. Metrics are used to make things work better, but don't necessarily make a business better.

You kinda want to look for the anomalies. You don't actually want to look for the expected behaviour.