Free guides and tools for leaders whose escalations keep landing on the same desk.
Plain answers, a case study and working tools. Everything on this page is free to read and use.
Questions leaders ask
How do I stop executives from getting pulled into every customer escalation?
Executives get pulled in when nobody below them may make the decision the customer is waiting for. Three changes stop it.
Read →QuestionWho should own the decision during a customer escalation?
The person closest to the problem and the fix, inside limits agreed before the escalation starts.
Read →QuestionWhen should an executive join a customer escalation, and when should they step out?
Join when a written threshold is crossed. Step out when command, cadence and authority all hold.
Read →QuestionHow much time are your executives losing to customer escalations?
Measure it in ten minutes from your own calendar, in working weeks a year.
Read →Case study
Free tools
The Escalation Authority Runbook
The five-step procedure for running a live customer escalation so each decision lands on the right owner. Web and PDF.
Read → Self-check, about 10 minutesThe Authority Leak Scorecard
Seven signs your customer escalations depend on one executive, with your score and a map of where decisions get stuck.
Take it →Newsletter
See where your escalations depend on one person.
The free Authority Leak Scorecard takes about ten minutes.