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Coach Rios’ Support Report Gets Value from Customer Noise
Your Inside Look at Exceptional Customer Experiences
Jen Weaver
October 28, 2025
“All company decisions manifest themselves in support—it's critical that the support report and the leader go hand in hand. Because that's the truth of what's happening in the organization.”
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Every decision your company makes eventually shows up in support. Andrew “Coach” Rios has spent 25 years in CX and support ops, turning that reality into a strength. In this episode, he shares the rhythms and reporting methods that help leaders cut through the noise, motivate their teams, and drive company-wide decisions with clarity.
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Support leaders are being asked to do more with less. Budgets are shrinking, priorities keep shifting, and executives want answers yesterday. And every decision made by sales, marketing, product, or finance eventually lands in the support queue. Without a clear way to capture and share what’s really happening, teams lose alignment, leaders lose credibility, and valuable opportunities to fix problems slip away.
So how do you take those conversations and shape them into a support report that drives action? Coach Rios lays it out step by step.
1️⃣ The Sunday Reset
Start before the week begins. On Sunday evening, scan chats, review what carried over from the past week, and set a handful of priorities for Monday. This simple reset gives you clarity so you’re not reacting to chaos first thing.
2️⃣ Build a lightweight Support Report
Skip complex dashboards. Start with three basics: who contacted support, why they reached out, and what you did about it. A simple report forces you to focus on insights, not formatting.
“The support report lets you show the facts. Here’s who contacted us, here’s why they contacted us, and here’s what we did about it. More importantly, what can we do to mitigate it?”
Think about sequence, not just distribution. Share with your team first so they see their impact. Then share with your boss to connect ground-level realities to leadership. Finally, share with the wider org so other departments understand how their decisions show up in support.
4️⃣ Frame every number with the six W’s
Data without context gets ignored. For each number, explain who it involves, what happened, when and where it occurred, why it matters, and what’s next. This framing makes it clear what action should follow.
5️⃣ Model healthy comms
Your communication style becomes your team's communication style. So if you want them to have boundaries, model them first. Schedule those late-night emails, choose async over urgent pings, and show them it's okay to disconnect. They're taking cues from you, whether you realize it or not.
6️⃣ Blend reflection with motion
Make time to look back and look forward. Midweek walk-and-talks or Friday wins give your team space to reflect while still keeping momentum. It’s a simple way to build connections and morale without slowing down the work.
7️⃣ Choose progress over polish
Perfectionism is a productivity killer. Share the first draft, gather reactions, and improve it week by week. Progress builds trust faster than a delayed “perfect” version, and iteration keeps the report useful over time.
“I always say this to progress over polish. I got stuck early in my career, building slides and transitions with nothing there. Progress means starting small, not super polished, but with core information you can move forward from and iterate.”
When you put these seven steps into practice, a support report becomes more than a spreadsheet. It turns into a living playbook for your team, a story executives can act on, and a truth-telling tool for the whole company.
Coach Rios reminds us that the real value isn’t in polish, it’s in progress. By resetting early, sharing with purpose, and framing every number with context, you create clarity for your team and credibility for yourself. Regular rituals like walk-and-talks or Friday wins keep energy high, while lightweight reports help leaders move faster and smarter.
The result is stronger alignment, more trust, and a healthier rhythm for everyone connected to support one another.
Catch the full conversation on Live Chat with Jen Weaver!
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