If I were to sum up what makes a great support organization it would be the people! The right people tend to overcome any obstacle, figure out how to get the job done, and become the people you can always trust. In Jim Collins’ book he mentioned having the right people on the bus. The procedures and processes for support are good, but the people you have tend to figure things out without the need for step by step instructions. They often come up with the process by doing what is needed and then the processes “write themselves” as these people learn the best way to solve a problem and write it down so it can be shared!
Once you have these people, you do whatever you can to keep them. If you keep them, you stay strong. This is especially true in support where turnover is high and expected. At my company we have enjoyed the best support when we have maturted and trained people and they have stayed for long times.
Easy to say, tough to do!