Escalation Guide — Customer Support Team

1. What’s changing, and why

Three reasons:

One source of truth. Right now the same question can get three different answers depending on who you happen to ask. That’s not your fault — it’s a structure problem. With one person owning the answers, you get consistency, and when the answer changes you’ll hear it from one place instead of finding out later that it changed.
Faster answers. I’m not going to be in a meeting with a client while you’re waiting on a decision. This is my job. You will get a response, and Section 6 tells you exactly how fast.
I’m going to train your judgment, not just answer your questions. This is the part I actually care about. My goal isn’t for you to escalate everything forever — it’s for you to be able to make more of these calls yourself, confidently, without second-guessing. Every time you escalate something, I’ll tell you what I decided and why. Over time, that “why” becomes yours. Section 8 is how we run that process.

There is no such thing as bothering me. The only real mistakes are (a) sitting on something urgent because you didn’t want to interrupt me, and (b) going around this process to Alex or David.

2. The two halves of this guide


PART A — Client-facing	A customer, tenant, or account has a problem. → Sections 3–5
PART B — Internal	You are stuck, blocked, or unsure. → Section 6

They work differently. Read both.

PART A — Client-facing situations

3. LEVEL 0 — Handle it yourself

Situation	Your call
Reschedule request (1st or 2nd time, within 14 days)	Reschedule it. Log the reason on the card. Exception (Auto Glass): if it’s been more than 24h since the original appointment, or the new reschedule date is unknown, don’t just reschedule — place a return order and have Alex’s tech bring the part back with them. Add notes to ClickUp for that job and change status if needed (Reschedule)
Cancellation	Offer solutions / alternatives: - If a price issue — offer to waive the tax - If time issue — offer reschedule, give more info, reassurance - If unavoidable — try to get more info, ultimately to improve our process in future cases Add notes to ClickUp for that job and change status if needed
Standard question about warranty, timing, materials, process	Answer from the BCB Wiki. - If not in Wiki: answer if you’re confident, then send me a ClickUp card so we add it to the BCB Wiki. - If unable to answer: tell the client we’ll provide an answer ASAP, leave a ClickUp card for me to answer.
Wrong or missing data on a job/work order	Fix it if you can see the right answer. Add notes to ClickUp for that job and change status if needed.
Goodwill gesture up to $30 (waived Stripe fee, waived trip fee, small redo, etc.)	Do it. Note it on the dashboard / CRM. Add notes to ClickUp for that job and change status if needed.
Client asks for a manager but isn’t upset	Say: “Our manager isn’t available right now, but I’m sending her the full details and she’ll have an answer for you within 24 hours.” Take details, create the ClickUp card, tag `escalation`, assign to Celia. That’s a Level 1 — not urgent. See the gut-check box below if it feels like more than a simple ask. Add notes to ClickUp for that job and change status if needed (warranty claim if needed)
Warranty claim	1. Ask the client for photos of the issue. 2. Share the photos with the technician who did the original job. 3. If the tech disagrees that it’s a warranty issue: tell the client our manager will respond within 24 hours (use the Step 1 script in Section 4), and create a ClickUp card tagged `escalation` for me to review and give you the answer. 4. If the tech agrees that it’s a warranty issue: no need to escalate — coordinate a visit time with the tech directly. That’s a Level 0. Add notes to ClickUp for that job and change status if needed (mark warranty claim)
Part number is wrong / no matches / part cannot be found anywhere	Tag Sales CSR in the group chat — give one sentence: 1. I tried X, Y, Z 2. Didn’t work 3. Call to action: what you need from them (an alternative part #, help referencing a dealer, requoting to offer OEM?) — be specific. Add a note to ClickUp reporting the issue.
Need something from Alex? (login needed, direction, additional info, review before publishing)	Create a ClickUp card with the thing needed, tag Alex and add to the “waiting for Alex” list — he’ll respond ASAP. Don’t send a WhatsApp.
Want to share an update with Alex? (e.g. updated document with info requested)	Key question: does Alex need to do something about this, or do I just want to inform him? Send a comment in ClickUp and tag him. Don’t move the card to a different list.

Is this urgent? Quick gut-check — especially for “can I speak to a manager”:

Can wait — Level 1, create the card: client is calm, this is the first ask, nothing is time-critical, no threats.
Escalate right now — Level 2: client is live and won’t take a callback, mentions legal action/BBB/chargeback/a bad review, or a cancellation could still be saved today. Call or WhatsApp “URGENT” immediately — see Section 5.

Rule of thumb: if you already know what the right answer probably is, and being wrong costs less than $30, make the call and tell me after. I would much rather review a decision you made than make one you could have made.

4. LEVEL 1 — Script + Card + Ping me

(the default for client problems)

This is where most client escalations land. Nothing is on fire, but the client needs a decision or an answer that’s above your level.

Three steps, in order:

Step 1 — Say the script. Don’t leave them waiting on silence.

“I’ve reported this to our manager and it’s already in her queue. You’ll have an answer within the next 24 hours, and I’ll follow up with you personally to make sure that happens.”

“Ya reporté esto a nuestra gerente y está en su lista. Tendrá una respuesta dentro de las próximas 24 horas, y yo personalmente le doy seguimiento para asegurarme de que así sea.”

Step 2 — Create the ClickUp card. Tag escalation, assign to me, set priority. Fields in Section 8.

Step 3 — Send me the link. One WhatsApp: CARD — [Company] — [one line] + the link.

That’s it. Then go back to work. This is not a stop-everything. I’ll review it as soon as I can and you’ll have my answer well inside 24 hours.

Level 1 examples

All accounts

Complaint about quality or workmanship after a job is finished
Refund or discount request under $50, where the client will accept a callback
Billing question or dispute the client isn’t hot about
Warranty claim that needs a decision → follow the procedure in the Section 3 table
Client unhappy about a tech’s behavior, reported calmly
Third reschedule, or a client showing cancellation signals (but not cancelling today)
Any request outside our normal scope of service
Something a client asked that you could answer, but you want it confirmed before you commit us
Tech complains about a payment after we push back / wants a higher pay (outside of our normal rates)

Auto Glass

Insurance authorization or paperwork questions
Client disputing the parts/glass used
Mobile vs. in-shop exceptions

Gutters

Post-install issues raised days or weeks later
Client asking for scope changes on a quoted job

Property Maintenance

Property adviser disputing a maintenance charge — ask Grant first before anything else
Tenant access problems that aren’t stopping a job today — call the tenant; if unresponsive, reach out to Grant via text

5. LEVEL 2 — Escalate to me right away

The test: does waiting make this materially worse or unrecoverable? If yes, don’t wait for the card.

Situation	Channel
Client is live on the line right now and won’t accept a callback — yelling, demanding a manager, about to cancel	Call me. Put them on hold and call.
Not live, but it has to be resolved today	WhatsApp “URGENT” + one line + card link

Call/message me right away for:

Client threatens legal action, an attorney, BBB, a chargeback, or an insurance complaint
Client says they’re about to leave a 1-star review — or one just landed
Any accusation of dishonesty, theft, or damage against one of our techs
A cancellation happening today that we might still save in the next 30 minutes
A job in progress going wrong with the client waiting on an answer — wrong part, wrong scope, tech can’t complete — need direction
Refund over $30, or a payment dispute blocking a job
We gave a client wrong information and it’s about to cause a real problem
Anything where you think “someone is going to be very unhappy about this tomorrow”

When you’re unsure between Level 1 and Level 2, go up. You will never be in trouble for calling me about something that turned out to be a Level 1. You will hear about it if a Level 2 sat in a card for six hours.

Before you call — 30 seconds of prep:

Client name + card link
What happened, in one sentence
Where things stand right now (client on hold? tech on site?)
What you already tried
What you think we should do

That last one is the training. Bring me a recommendation, not just a problem — even if you’re only 60% sure. Half the time I’ll just say “yes, do that,” and that’s one more decision that’s now yours.

PART B — Internal: when you’re stuck

6. Blockers, questions, and bottlenecks

Your situation	Channel	My response
Task blocker — you literally cannot do your work	Urgent: call me immediately. Not urgent: leave a comment for me to solve + send WhatsApp with the ClickUp card link	I answer, or call back within 15 min
Question, second opinion, bottleneck — slowing you down but not stopping you	WhatsApp or text, anytime	Same day, usually much faster
Not urgent — process, ideas, training, reporting	ClickUp card	Within 24 business hours

Call me — task blockers:

ClickUp, Quo, phones, or email down — or you’ve lost access
You don’t have the permissions, info, or credentials to do the work
Conflicting instructions and you can’t move until it’s settled
An automation is misfiring and sending wrong messages to clients (call, don’t card — every minute counts)
A deadline you’re not going to hit and someone needs to know now

Text me anytime — no threshold:

“Am I handling this right?”
“I don’t know who owns this”
“This process doesn’t make sense to me”
“Something’s been building with this client and I want to flag it”
“I need a decision but it’s not on fire”

Genuinely: message me anytime, about anything. A 30-second answer from me is cheaper than an hour of you guessing. If I’m heads-down I’ll answer late, not never.

Card it:

Recurring process problems (“this happens every week and it slows us down”)
Requests for a new script, template, tag, or FAQ entry
Automation issues not affecting live clients
Reporting requests
Training questions — “how should I handle this next time”
Improvement ideas — yes, these count, and I want them

7. Evenings, weekends, and when I’m unreachable

I’m not on a schedule you have to work around. Here’s the real rule:


Real emergency, any hour, any day	Call me. I’d rather be woken up than find out Monday.
Not urgent, after hours	WhatsApp me. I’ll answer next business morning. Don’t sit on it — send it while it’s fresh.
Truly urgent AND you can’t reach me	Then, and only then, escalate to Alex.

“Can’t reach me” means: two calls, five minutes apart, no answer, plus a WhatsApp. Not one missed call.

Going to Alex is the exception, not a backup habit. If it’s not genuinely urgent, it waits for me — even if that means it waits until morning. And if you do go to Alex, message me right after so I know what happened and can pick it up.

David is not in the escalation path at all.

8. ClickUp card format

Title: [Auto Glass / Gutters / Property] — short description
Tag: escalation
Assignee: Celia
Priority: Urgent / High / Normal / Low
Linked to: the client / job / work-order card
Description:
- What happened
- What you already did or said
- What you need from me
- What you’d recommend
Due date: if there’s a real deadline

Every escalation lives in ClickUp — including the ones that start as a phone call. Chat threads disappear; cards don’t.

9. What to say to clients

Say something immediately, and only promise what we can actually deliver.

Standard escalation:

“I’ve reported this to our manager and it’s already in her queue. You’ll have an answer within the next 24 hours, and I’ll follow up with you personally to make sure that happens.”

Client demands a manager right now:

“I understand completely. Our manager handles these personally — I’m sending her the full details right now so she has everything when she reaches out. What’s the best number and time to reach you today?”

“Le entiendo perfectamente. Nuestra gerente se encarga de estos casos personalmente. Le estoy enviando todos los detalles ahora mismo para que tenga el contexto completo cuando la contacte. ¿Cuál es el mejor número y horario para llamarle hoy?”

Client asks for a manager, but it’s not urgent:

“Our manager isn’t available right now, but I’ve sent her the full details and she’ll get back to you personally within 24 hours.”

“Nuestra gerente no está disponible en este momento, pero ya le envié todos los detalles y se pondrá en contacto con usted personalmente dentro de 24 horas.”

Something you’re handling yourself (Level 0):

“I can take care of that for you right now. Here’s what I’m going to do —”

Own it. Don’t say “let me check with my manager” for something that’s already yours — it slows the client down and makes us look smaller than we are.

Always say 24 hours. Never “right now” or “in a few minutes.”

Under-promise. If I come back in 20 minutes, the client is delighted instead of disappointed — and you’re never boxed in by a promise I didn’t make.

Never say to a client:

“That’s not my department”
“The owner will call you” (they won’t — I will)
“I don’t know” → say: “Let me get you the exact answer — I’ll have it to you by [time]”
Any specific promise about a refund, discount, or redo you haven’t cleared

10. Closing the loop

An escalation isn’t finished when I answer. It’s finished when:

The client has been told the outcome
The card is updated with what we decided and why
The card is moved to resolved

That “and why” is not admin busywork — it’s the record we both learn from.

11. How I’ll train your decision-making

This is the part that matters most, and it’s on me to run it.

Every escalation, you get the reasoning. Not just “give them the refund” — why that one, what I weighed, what would have changed my answer. If I ever give you a decision without the why, ask me for it.

Every month we review together. We take the previous month’s escalations and sort them into three buckets:

Should have been Level 0 → I add it to Section 3, and it’s yours from then on
Right call → nothing changes
Under-escalated → we talk through the signals that got missed, with no blame attached

This document should change shape over time. Section 3 gets longer. Sections 4 and 5 get shorter. If it’s not moving in that direction, I’m not doing my job.

Nobody is ever penalized for escalating in good faith. Not once. The only things I’ll push back on are sitting on something urgent, and routing around this process.