How to Run a Weekly Support Post-Mortem That Actually Helps

A lightweight post-mortem template that surfaces fixes, not finger-pointing.

Why This Matters

Is your support process helping or hurting? It's time to take an honest look.

Understanding the common pitfalls is the first step toward avoiding them. Let’s get real about the challenges.

The Hard Part

The hardest part of any process is getting people to follow it. Especially when it’s complicated.

These issues usually stem from scaling pains—what worked for a small team starts to crack under pressure.

A Smarter Way

Involve your team in process design. The people on the front lines know what works and what doesn’t.

This mindset shift is key: it’s about balancing structure with the human touch.

How to Start

Begin with small, practical steps. Quick wins build momentum and prove value.

For example, you could try one of these: Map out one of your most common support processes on a whiteboard. Is it as simple as it could be? Where are the bottlenecks? Ask the team for ideas.

Is It Working?

Measure what matters. Success isn’t just about numbers; it’s about impact.

Check if the new process is being followed. Is it faster? Are there fewer errors? Get feedback from the team.

The Takeaway

Stop chasing tickets and start building systems. That’s how you scale excellence.

The most successful support teams treat excellence as a journey, not a destination. Keep learning, keep improving.