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Escalation Paths

This page defines where to go when you're uncertain or need help.

When to Escalate​

Always Escalate​

  • Pricing decisions outside standard rates
  • Scope significantly larger than typical engagements
  • Requests in grey areas of our offerings
  • Prospects previously declined or problematic
  • Anything that feels "off"
  • Potential conflicts of interest
  • Legal or contractual concerns

Escalate Before Committing​

  • Non-standard terms or arrangements
  • Unusual risk profiles
  • Novel requests
  • Competitive situations
  • Partnerships or referral arrangements

Escalate After the Fact (for visibility)​

  • Declined prospects (why)
  • Unusual requests (even if declined)
  • Competitive intelligence
  • Market observations

How to Escalate​

Live Situation​

When you need to escalate during a call:

"That's a good question, and I want to give you accurate information. Let me confirm internally and get back to you by [timeframe]."

Then immediately document and escalate via appropriate channel.

Written Escalation​

Include:

  1. Situation summary
  2. Specific question or request
  3. Your assessment
  4. What you need (decision, guidance, information)
  5. Timeline for response

Example:

Prospect: ABC Corp Situation: They want ERP guidance (in scope) plus ongoing custom development retainer (unclear). Assessment: The custom development piece feels like it drifts toward managed services. Needed: Guidance on whether this arrangement fits our model. Timeline: They want to proceed by Friday.

Escalation Contacts​

Customize this section for your organization:

Sales Questions​

[Role/Person] — scope, qualification, deal structure

Pricing Questions​

[Role/Person] — rates, discounts, non-standard pricing

Technical Questions​

[Role/Person] — platform capabilities, architecture

Legal/Contractual​

[Role/Person] — contract terms, liability, compliance

General Uncertainty​

[Role/Person] — when you don't know who else to ask

Response Expectations​

When you escalate:

  • Expect acknowledgment within [X hours]
  • Expect decision within [X business days]
  • If you need faster response, say so explicitly

When someone escalates to you:

  • Acknowledge receipt promptly
  • Provide decision or timeline
  • Document decision for future reference

Common Escalation Scenarios​

"Can we do [unclear thing]?"​

Don't: Guess or assume Do: Say "Let me confirm" and escalate

"They want a discount"​

Don't: Negotiate pricing yourself Do: Escalate all pricing deviations

"This seems off but I can't explain why"​

Don't: Ignore your instincts Do: Escalate with description of what feels wrong

"This is outside anything I've seen"​

Don't: Try to figure it out alone Do: Escalate immediately — novel situations need senior input

"They're pushing hard to start now"​

Don't: Let urgency pressure you into skipping process Do: Escalate — urgency may be legitimate or may be a red flag

After Escalation​

If You Got a Decision​

  • Document it
  • Communicate to client if applicable
  • Note for future reference

If You Need to Follow Up​

  • Set reminder
  • Follow up proactively
  • Communicate timeline to client

If the Answer Was No​

  • Communicate clearly to client
  • Offer alternatives if appropriate
  • Document reasoning

Building Judgment​

Escalation decreases over time as you build judgment. But:

  • It's better to escalate too much early than too little
  • Even experienced people escalate unusual situations
  • Escalation is a strength, not a weakness

Ask yourself: "If this goes wrong, will I wish I had escalated?" If yes, escalate.