@officialchadpeterman: When you're small, 80% of your day is fires. A customer waiting, a tech missing a part, whatever's loudest right now. The other 20% is the part that actually grows the company. Scaling means flipping that ratio, and the only way to do it is documentation. Write down how you do things, why you do them that way, and what happens when something goes wrong. If A happens, do you go to B or C? Get that out of your head and onto paper. That documentation is what lets you stop being the fire department and start being the architect.

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