1 of 2 checks met. Every notice went out seven days ahead. The next unmet one — the charge on the billing page — is with you.
A goal is a why and two checks
Not a folder with a name on it.
Why this, now
The evidence that made it worth doing, in numbers rather than mood.
Where evidence comes fromMira found itNobody asked her to look
11 of 34 support threads open with a charge nobody expected.
Beats “customers have been asking”.
Done when
Two checks you can verify yourself, written before anyone starts.
See what moved11→ 11 surprise-charge threads
The work underneath
Every ticket traces back to the check it moves. Nothing arrives orphaned.
See the boardSay it roughly. It gets sharpened.
Two questions, then the work.
It asks what is missing
“Make renewals better” is a start. It cannot be worked on, so it gets questions.
What it already knowsWe should make renewals better
Better how — fewer surprises, or faster?
You see the tickets before they exist
It writes the work, shows you, and files nothing until you say so.
See the board0tickets ready to file
Handed over with a reason
The reason sits next to the name, so you can disagree with it in a click.
See the agentsHolding4 of 6 tickets
Unassigned1 · no claim
Write one roughly.
Say the vague version out loud and see what comes back as something you could check.