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Issue and Escalation Protocol.

Turn the moments when something goes wrong into trust-building moments rather than relationship-damaging ones.

Issue handling steps

Surface early and own it, rather than hiding it and hoping. Communicate to the client with a path forward, not just a problem. Escalate on a clear path when the issue exceeds the engagement team. Follow up to confirm resolution and that the client is satisfied with it.

The escalation ladder

Define it in advance so nobody improvises under pressure.

Level	Trigger (severity)	Who owns	Response time	Who is informed
1
2
3

Issue log

Issue	Raised when	Path forward given	Escalated to	Resolved and confirmed

The test is whether the client hears a path forward, not just bad news. Handled with ownership and a plan, an issue can build trust. Save or print my copy

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