We got a new toy. A 12-foot Montgomery. It’s small and light — so light you can maneuver it with canoe paddles. We are looking forward to learning how to really sail it! That is a challenge we’re going to need some help with.
Our little boat has a personalized rudder and a 20 foot mast. With the mast come massive sails, and lines and lines of rope. This rope has to be strung exactly right, and pulled at exactly the right time to get the sails up and full of wind. It’s interesting that even though the boat is so small and light, it takes several people and a lot of equipment to get it going. Our outing took 4 people on the dock, 2 in the boat, and a trip back to the dock from the middle of the lake to untangle the mast lines before any sailing was accomplished.
Customer support is a lot like sailing a boat. It’s not so hard to give our clients solutions. However, the support to keep those solutions going is proportionally like the really long mast and large sails on our small sailboat. Do you give your clients sailboat support making sure there are extra people and equipment to handle questions, crises, and problems? Or, do you just push them away from the dock with a few canoe paddles? 
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