1% Less Needed
One move a month that makes you less necessary in the escalation room. Written for B2B technology leaders whose serious customer issues keep landing on the same desk. Short, practical, usable in your next escalation.
Reading on LinkedIn? Subscribe there instead.
Start with the first five moves.
The first series ran weekly through September 2026. Each edition hands you one move you can use in your next escalation. They build on each other, so read them in order.
The decision waiting on you has an owner two levels down
Somewhere in your organization this week, a decision is sitting in a queue waiting for you. It has a perfectly good owner two levels down.
Read edition 1 →Every leader can tell me when they step in. Almost none can tell me the rule.
Pull the last five escalations you joined and write the reason next to each one. If the reasons read like account size, there is no entry rule operating.
Read edition 2 →The three conditions that let you get off the bridge
Executives get trained on entry. Nobody trains them on exit. Three conditions confirm you can go: command, cadence, authority.
Read edition 3 →How Senior Leaders Accidentally Slow Down an Incident
Hour six of a severity 1. A senior vice president joins the bridge and asks for a full replay. Within ten minutes the incident commander is briefing instead of commanding.
Read edition 4 →What your team learned the last four times you engaged
A director makes the call at 11 pm to hold a customer's release. By 9 am, a VP has reversed it. Next time, the director will wait.
Read edition 5 →Get the next move in your inbox.
One edition a month. Read it in four minutes, use it in your next escalation.