The escalation that didn't need to happen
The client found out from their boss. Not from you.
Escalations happen when clients feel surprised. A problem they didn't know about surfaces in a meeting. A fix takes longer than expected with no updates. An issue they thought was resolved comes back. The technical failure is often minor - the communication failure is what costs you trust.
The scenario:
An issue is taking longer than expected or has broader impact than initially understood. You need to update the client before they hear about it another way.
The prompt:
You're providing a proactive status update on an ongoing issue.
Context: [paste current status, timeline, and what's changed]
Write a 150-word update that:
- Summarises current state clearly (what's working, what's not)
- Explains what's taking longer and why
- Sets realistic expectations for resolution
- Describes your next steps with specific timing
- Offers a call if they want to discuss
Tone: Confident, transparent, in-control. Not defensive.