What you’re describing here is _good customer service_, which basically doesn’t scale at all ever (at least in any automated way). You provide more tools to expand the capability of CS, but at some point, you simply just have to hire more and more CS people.
This isn’t a knock by the way. Good customer service makes a customer feel like there’s someone just waiting at the company to help them. Kudos to you for providing that experience.
So while these aren’t great examples of “doing something that doesn’t scale (with the eventual goal of scaling)”, it’s a great example of “doing something that doesn’t scale (to provide a better product)”.
This isn’t a knock by the way. Good customer service makes a customer feel like there’s someone just waiting at the company to help them. Kudos to you for providing that experience.
So while these aren’t great examples of “doing something that doesn’t scale (with the eventual goal of scaling)”, it’s a great example of “doing something that doesn’t scale (to provide a better product)”.