Stop treating your internal documentation like a graveyard for half-finished procedures. When your team has to guess how to handle a customer enquiry or process a specific service request, you are essentially paying for the same mistake twice. The most resilient agencies I work with don't just record what they do; they treat their internal wiki as a living product that evolves alongside their workflows. A well-maintained process library doesn't just save time on training; it empowers your team to make high-quality decisions without needing to ping you for every minor detail. If your team had to function without you for a week, would your current documentation survive the test? I would love to hear how you keep your processes from becoming stale.
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