The thing I’ve noticed about potholes in a scale-up is that they are often systemic and cut across the organization. I’ll give you an example of a big-time pothole we hit several years back. We rolled out some awesome new functionality to our customers. Our early adopters were all over it, figured it out fast, and loved it. The rest of our customers took their time adopting it, had lots of questions about it (resistance to change is human), and started calling support in droves asking questions about it. That’s where the problem started: We aim to respond to all support calls within 1 minute, but during this period, the wait time ballooned up to 15 minutes. This in and of itself is not what we wanted our customer experience to be. But that was just the start of it. When the customers couldn’t get through to support, they started calling their sales reps asking questions, so our sales reps were doing support (poorly), they weren’t calling on their inbound leads who were waiting, and our customers were irritated. The ripple effect created a perfect storm of issues that had a brutal impact to the entire business at that time. This is the type of pothole that can swallow up a couple of months of your life.