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# A small decision, made clearly

**Decision:** Run a two-week pilot for the new onboarding checklist with the support team before expanding it.

## Why now

New teammates are reaching their first independent customer reply in **nine days**. The strongest teams consistently use a lightweight peer checklist, but the practice is informal and easy to miss.

> The goal is not to standardize every conversation. It is to make the first few decisions less lonely.

## What the pilot includes

- A five-item checklist beside the reply composer
- One peer review during the first week
- A short reflection after the fifth customer reply

## Success signals

| Signal | Current | Pilot target |
| --- | ---: | ---: |
| Time to first independent reply | 9 days | 6 days |
| Reopened first-week tickets | 18% | under 12% |
| New teammate confidence | 6.1 / 10 | 8 / 10 |

## Open questions

- [ ] Who owns checklist updates after the pilot?
- [ ] Which edge cases should remain judgment calls?
- [ ] What would make us stop the experiment early?

## Next conversation

Review the language with two recent hires, then comment directly on anything that feels controlling rather than supportive.

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