As we build standards, workflows, and training, it’s important to understand that we aren’t building these things for ourselves. We are building them for the users.
While we might like things a certain way, that way might not be the most effective for other members of your team.
It’s essential to know as much as you can about your team members to be able to craft the tools that make them their most effective selves. There is an obvious practical limit to how many people you can know and learn about, but I have seen far too many times someone in support who simply doesn’t make any effort.
The most effective CAD/BIM support folks I have seen always make that effort to learn more about their team, and can therefore craft things for them.