How to Escalate

1. Don’t wait for certainty#

You rarely get 100% confidence. If something looks wrong, it’s usually worth raising.

Hope is not a procedure. The cost of an early “this might be nothing” is a few minutes. The cost of a late “I noticed this earlier” is much larger.

2. Make it easy to act on#

Here’s the shape I use:

1. What I saw (facts only)
2. What I checked (so nobody repeats it)
3. What I think it means (clearly labelled as a guess)
4. What I need (a decision, a check, an approval)
5. By when

“Something’s wrong with this case” is a bad message. The five lines above get answered.

3. How to write it#

1. Put the bottom line in the first sentence.
2. Use plain language. No jargon the reader has to decode.
3. Attach evidence, don’t describe it.
4. One issue per message.
5. Say what you’ve already ruled out.
6. Separate fact from opinion.
7. Name the person who needs to act.
8. Say what happens if nothing changes.
9. Be calm. Urgent doesn’t mean dramatic.
10. Use the approved route, not the fastest route.
11. Don’t assume the other person has context. Include it.
12. If you’re wrong, say so quickly and thank them.

4. Close the loop#

• Follow up. An escalation isn’t done when you send it. It’s done when it’s resolved.
• Write down the outcome. Next time it’s a pattern, not a surprise.
• Thank the people who helped. It makes the next escalation easier.

5. Assume good intent#

The person on the other end isn’t your opponent. They’re probably busy and short on context. Give them what they need.