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Client Escalation Process, with Erik J. Olson


Episode #1358

Sometimes our relationship with our clients goes sideways. In this episode, Erik shares what you should do when this happens.

October 26, 2022

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Episode Transcript

Erik J. Olson (00:01):
What is your escalation process for when customers go sideways? What’s happening? This is Erik J. Olson. You know, clients, they’re amazing, I love ’em, but sometimes the relationship does go sideways. And this typically happens when you’re in an operational setting and there’s some sort of miscommunication and the operational team just, they get kind of stuck and you could be part of the operations. By the way, you who are listening right now, you could be part of this problem, but how do you address getting unstuck? Now, on the extreme, you could just, there’s probably like two extremes. One is you just roll over and do whatever the client like says or wants or demands, even though you know it’s wrong. The other is you hold your ground and you stand on principle, maybe even like you fire the client, but really the best approach is kind of like somewhere down the middle and trying to like appease your operations folks trying to appease your client.
(00:59):
Cuz in the end of the day, you’re trying to run a business and you really don’t want to be ejecting clients from your list of, of clients if you don’t have to, But you also gotta protect your team. So there’s a lot of like things that you need to really balance when, when there’s a, a problem between your team and, and the client. And you certainly don’t want any side to feel abused, but in the end, as a CEO, like I, I have to take care of, of my crew, right? Like my job is as CEO is, is to take care of the people who take care of my client clients, right? So what we’re working on right now is like a formal escalation process for when things start to go sideways. Cause we’ve kind of, you know, like a lot of processes in a business, you kind of wing it as you go and you play it by year and every situation is different.
(01:56):
But what are the general steps that we should follow, right? What we don’t wanna do is just be like, you know, just guessing every single time. So we’re actually working through that escalation process right now here at Array Digital. But I’m actually recording this episode because I want your feedback. I like, I give a lot of information on this podcast, but I don’t have all the answers and I’m very open about that. You may have the answer, you may have gone through this. If you have, share your experience with me, like I, I’m asking you for your experience right now, will you either email me at erik@thisisarray.com or hit me up on Instagram. I hang out there @erik.j.olson, That’s E R I K dot J dot O L S O N. How have you handled client situations when they go sideways? Do you have an escalation process? What do you do? Share that with me please. I need that information. But then also I’ll share that with the podcast.

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About The Hosts


  • Erik J. Olson is an award-winning digital marketer & entrepreneur. The Founder & CEO of Array Digital, he is also the host of the Journey to $100 Million Flash Briefing and daily podcast, and the organizer of the Marketers Anonymous monthly meetups.

  • Kevin Daisey is an award-winning digital marketer & entrepreneur. He started his first company when he was just 23, and is the Founder & CMO of Array Digital. Kevin is the also the co-host of the Journey to $100 Million Flash Briefing and daily podcast, and the co-organizer of the Marketers Anonymous monthly meetups.

Website Design, Search Engine Optimization (SEO), Online Advertising, Social Media & Digital Marketing.
© Array Digital LLC

Website Design, Online Advertising, SEO, Social Media & Digital Marketing.
© Array Digital LLC