Making support the backbone of your business
summary
Support generates over a third of revenue by serving 40 clients 60+ sites with a dedicated team of seven, using Trello + Slack/Rocket, time tracking integrated into Drupal dashboards, and subscription tiers with rollover hours. The talk shows concrete practices: mini‑projects (50–100 hours, fixed price for certainty), 15‑minute billing increments, a weekly sweeper role to avoid context switching, and a bat-signal channel for fast rescue. Results: steadier cashflow, predictable capacity (450 subscription hours vs 600–800 available) and faster client wins.
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chapters (12)
- 0:00Start
- 6:14What Do We Mean by Support
- 10:57Planned Work and Unplanned Work
- 13:48Sweeper Role
- 17:48Subscription
- 19:34How Does the Support Team Know How Many Hours a Client
- 23:31Communication
- 24:50Standardization
- 26:07Housekeeping
- 26:46Site Audit
- 35:52Avoiding Burnout
- 37:41Flashback Friday
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