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Sales Skills / Keep Customers and Win Referrals / Lesson 21
LESSON 21 · KEEP CUSTOMERS AND WIN REFERRALS

Know When to Escalate

Practical ways to know when to escalate a problem, so the right person solves it quickly.

Escalation is care, not failure. Know your limits.

10 tipsEasy things to say7-day plan
Start with tip 1
Jump to the 7-day plan

10 tips that really help

These ideas come from The Little Red Book of Selling (Jeffrey Gitomer), Never Eat Alone (Keith Ferrazzi), Raving Fans (Ken Blanchard and Sheldon Bowles), and everyday practice. The first six help the most. Pick one and try it today.

Photo for the tip: Escalation is care, not failure
TIP 1

Escalation is care, not failure

Bringing in the right person solves problems faster and protects the customer from delay.

TRY THIS
Know when.
Photo for the tip: Define what you can decide yourself
TIP 2

Define what you can decide yourself

Knowing your authority tells you when to ask for help.

TRY THIS
Write it down.
Photo for the tip: Know whom to ask in each situation
TIP 3

Know whom to ask in each situation

A short contact list saves time in a crisis.

TRY THIS
Prepare it.
Photo for the tip: Escalate early rather than late
TIP 4

Escalate early rather than late

Delay makes problems bigger and trust weaker.

TRY THIS
Decide quickly.
Photo for the tip: Explain to the customer what is happening
TIP 5

Explain to the customer what is happening

Transparency calms worries during the wait.

TRY THIS
Say it clearly.
Photo for the tip: Brief your colleague fully
TIP 6

Brief your colleague fully

Share the facts, history and what the customer wants.

TRY THIS
Write a summary.
Photo for the tip: Stay involved in the case
TIP 7

Stay involved in the case

Keep ownership of the relationship even when others help.

TRY THIS
Check in.
Photo for the tip: Follow up after it is resolved
TIP 8

Follow up after it is resolved

Make sure the customer is happy.

TRY THIS
Call them.
Photo for the tip: Learn from the case
TIP 9

Learn from the case

Note what could have prevented it.

TRY THIS
Record a lesson.
Photo for the tip: Define your authority
TIP 10

Define your authority

What can you solve?

TRY THIS
List.

Easy things to say

When you are stuck, pick one of these. They work in many sales conversations.

HONEST

“I want to make sure this is solved properly.”

HELP

“I am asking my manager to join.”

TIME

“You will hear from us by noon.”

CHECK

“Is that acceptable?”

CARE

“I will stay involved.”

THANKS

“Thank you.”

Your first week

One small action a day. Each day is only a little bigger than the last.

DAY 1
Define your limits
DAY 2
Know who to ask
DAY 3
Escalate early
DAY 4
Explain to the customer
DAY 5
Stay involved
DAY 6
Follow up
DAY 7
Review

Further reading

  • The Little Red Book of Selling (Jeffrey Gitomer)
  • Never Eat Alone (Keith Ferrazzi)
  • Raving Fans (Ken Blanchard and Sheldon Bowles)

The tips above are written in our own words and are general guidance. The books are suggestions for further reading.

← All Keep Customers and Win Referrals lessons
Next lesson: Review Accounts Every Quarter →

More lessons in “Keep Customers and Win Referrals”

Keep going. Small steps every day make a big change.

← Previous: Turn a Bad Review Into a Good StoryNext: Review Accounts Every Quarter →

  1. Why Most Sales Are Lost in the Follow-Up
  2. Follow Up Within 24 Hours
  3. The Five-Touch Follow-Up Plan
  4. Give Value in Every Message
  5. Use Phone, Email and Messages Together
  6. Say "I Am Checking In" Better
  7. Follow Up With a Helpful Link or Idea
  8. Under-Promise, Over-Deliver
  9. Respond Faster Than Expected
  10. Surprise Them With a Small Gift
  11. Remember Birthdays and Milestones
  12. Handwritten Notes Still Win
  13. Make Onboarding Easy
  14. Fix Problems Before They Notice
  15. Listen First, Fix Second
  16. Say Sorry Without Excuses
  17. Offer a Solution, Not a Speech
  18. Follow Up After the Fix
  19. Learn From Every Complaint
  20. Turn a Bad Review Into a Good Story
  21. Know When to Escalate
  22. Review Accounts Every Quarter
  23. Ask "What Else Could Help?"
  24. The Gentle Upsell
  25. Cross-Sell With Care
  26. Find the Next Department or Branch
  27. Renewals Without Panic
  28. Celebrate Customer Anniversaries
  29. Ask at the Moment of Joy
  30. A Simple Referral Script
  31. Give Customers an Easy Way to Share
  32. Thank Referrers Beautifully
  33. Referral Partnerships
  34. Collect Reviews the Right Way
  35. Build a Personal Brand
  36. Keep Learning Every Year
  37. Protect Your Reputation
  38. Balance Work and Life
  39. Teach Others What You Know
  40. Your Ten-Year Selling Plan
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