So you have to get straight to the point by stating the problem clearly and simply. We have escalated the problem with our delivery team and they have arranged for a replacement to be dispatched immediately.We apologize a lot for the misunderstanding. USE THIS PLAY TO Unblock teams stuck on decisions, conflicts, or issues. Free and premium plans, Sales CRM software. Giving your customers the best experience is vital to building a business, which sometimes means solving onerous issues. Sometimes, the other person is unaware of how their actions are affecting others. Interests SLAs are necessary to recognize cases that require escalation. Even if you don't have great news, you still need to keep your customers in the loop when dealing with escalated service requests (and all requests, for that matter). However, when escalations happen, ensure you have a system to analyze the situation after the fact. If youre able to get your hands on these emails addreses, ensure to tag them in the emails and address the emails specifically to them while detailing your previous fruitless conversations. Mark critical issues as important to signify they need immediate attention. It wont take a week to pull together our sales dev reports, which means you can be more responsive to requests from above., Delivering the product in a smaller container in the Latin American market will expand our customer base. Make your demand for future action clear. Escalation in project management is a simple-to-use technique and can be easily documented in the projects plans and processes. Customer emails are often time-sensitive, so communicating the problem to your boss promptly is critical. This play aimsto establish a culture where people see the value of clean escalation, and resolve issues within 3-5 days (where practical). There must be clear pathways for your service team to follow when managing escalations. In addition, support software should come with a shared inbox that you can integrate into internal escalation support systems. Its a way of saying: Hey, we got a problem here that your team is responsible for. The different types of escalation are as follows. While it is not productive to escalate every minor issue, it builds trust with senior management to know that those on the front line of issue management will give a preliminary report if the scope may become significant. If, after attempting to resolve the issue by organizing regular meetings, designating responsible persons and communicating clear targets there is still a major gap in collaboration, it may be necessary to begin the escalation process and ask a more senior stakeholder for advice or direct assistance in resolving matters. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '2417a8a9-1df7-4ba7-a56e-a1e5bf5e82b5', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. Our experienced technical writer was on leave in the weeks leading up to the launch and we didn't arrange for another team member to cover. There was an error while trying to send your request. If we dont address this, we might lose some of our best talent. The project team did not have an experienced technical writer. They want to know how you can solve their problem and when they can expect a resolution. Email has the added advantage of allowing you to fully process and articulate your thoughts, so you can ensure you are covering all relevant facts. Establish a rational and collaborative escalation path. Regardless of what type of email you are sending your boss, make sure your communication is clear, concise, complete and professional. You might feel like you're letting your team down by escalating a problem. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Free and premium plans, Operations software. Most emails between employees and their bosses are benign. At least it wont be as effective as when youre able to show proof that things arent going the way they should. I think seeing her face-to-face will make a big difference. This is where judgment and experience come into play. Here are some real-world examples of when you might need to escalate the issue: Your coworker wont stop talking on the phone, even though its disruptive. Explain how youve already tried to solve the problem and what youve learned from those attempts. For more serious issues, you may determine that a conference call is what is more valuable. I am in the process of upgrading my laptop to the latest version. This way, you can focus your team's attention on problems that need more immediate support, like major product breakdowns, over general service inquiries. It triggered a tsunami of actions in the positive sense. There were no supporting install instructions for new customers. For your review, I am attaching both the formal complaints, as well as recommendations made by the employee safety committee. The issue you are planning to escalate is likely going to cause, The issue is causing significant extra work on your side or on the side of your team members, You have already tried different strategies to fix the issue or contain the risk but to no avail, You have communicated the issue to the responsible team (or team member), You have tried to find a common solution with the other party involved. How to Write Cancellation Letters for Various Instances (Samples Included), How to Write a Refund Request Letter and Samples, 5 Tips on Dealing with Angry Customers on the Telephone That Will Make You Stand Out, How to Maintain the Right Attitude for Top-Notch Customer Service, Dont Hold Back on Your Customer Service Quality, How to Write Dismissal Emails: Samples Included, Proposal Cover Letter: Samples to Get the Contract, How to Write a Thank You E-Mail to Your Boss with 5 Samples, How to Write a Payment Request Email Sequence, 9 Best Samples of Apology Emails and How to Write Them, How to Write Payment Reminder Emails and get paid (Samples Included). As long as your customer feels that their needs are being cared for, everyone will walk away happy when the case is closed. Teach customer-facing reps the soft skills for managing escalations. If you've made your way through the first 3 steps, you're ready to escalate. This is a bit like calling the ambulance. Management or high-level team members must step in to work with the customer and potentially make an exception. An example of data being processed may be a unique identifier stored in a cookie. So, David as rightly said, you have to be really careful. If they transfer the request to another team equipped to meet the customer's needs, that's functional escalation. How could they be imroved to enssure this problem doesn't come up again? You can go to your boss are your bosss boss and get the issue escalated from there to the other side. 9) Avoid Skip Level Escalations What capacitance values do you recommend for decoupling capacitors in battery-powered circuits? How is it written? There are decisions that vice presidents often need to escalate to the company president or CEO, issues the CEO needs to discuss with the board of directors, and even issues the board of directors needs to take to shareholders. Use a professional greeting. Should this conversation come at the beginning of the day/week, so as to motivate them right away? If there are bodies like this that take up these issues, ensure to tag them or threaten to involve them. What makes it different from a regular complaint email? Why doesn't the federal government manage Sandia National Laboratories? I'd like to escalate to (Party C) would you like to be part of that conversation?". A subcontractor is having trouble delivering the product or completing work. In most cases, this has no bearing on how your issue is handled, but it should be followed nonetheless.if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[336,280],'woculus_com-large-leaderboard-2','ezslot_13',148,'0','0'])};__ez_fad_position('div-gpt-ad-woculus_com-large-leaderboard-2-0');How to Write a Refund Request Letter and Samples. We could also just expand the team and do the work and see it as a marketing investment. But they still have one open item to resolve. The team's biggest lesson? A daily dose of irreverent and informative takes on business & tech news, Turn marketing strategies into step-by-step processes designed for success, Explore what it takes to be a creative business owner or side-hustler, Listen to the world's most downloaded B2B sales podcast, Get productivity tips and business hacks to design your dream career, Free ebooks, tools, and templates to help you grow, Learn the latest business trends from leading experts with HubSpot Academy, All of HubSpot's marketing, sales CRM, customer service, CMS, and operations software on one platform. Here are some examples of closing lines: Exampleif(typeof ez_ad_units!='undefined'){ez_ad_units.push([[250,250],'woculus_com-large-mobile-banner-1','ezslot_6',126,'0','0'])};__ez_fad_position('div-gpt-ad-woculus_com-large-mobile-banner-1-0'); While informing your boss about a problem is a good thing and can make your experience at work a suitable one, you have to be sensitive about it. "It is a red flag to me when some claims they are right and everyone else is wrong." Why was our experienced technical writer on leave inthe weeks leading up to the launch and why didn't we arrange for another team member to cover? Also, in cases where you can, do not neglect to include higher-ranking reps. Weve included some samples to help you write better escalation emails. Plus if I do it the week after next, well have just delivered on the second phase of the project and shes likely to be pleased. What you do not know is if the actions by senior management are at the direction of senior leadership. Explain why you think what has happened is not acceptable. Jim Blessed is a certified content specialist. Active listening is more than just taking in information. Dot product of vector with camera's local positive x-axis? If you choose to bypass your chain of command, do so in "learning" mode and do so with the full recognition of the risk of downstream effects, e.g., mistrust by your chain of command, you are likely to face. Weve been a loyal customer of your brand for the last 3 years, unfailinlyg purchasing stationary equipment ever quarter in this span. If you order a special airline meal (e.g. You can also use their first name if you are on a first-name basis. This is a real advantage in their cash-heavy economy. Should this conversation come at the beginning of the day/week, so as to motivate them right away? It looks like the team on this project might benefit from some greater dilligence in release planning. Slightly enough to make all the difference. This will help the organization learn how to reduce future escalations. For example, for certain types of issues, you may agree to start with an email communication. You may unsubscribe from these communications at any time. Pro Tip: Look out for these soft skills during the hiring process for your support team. Please let me know if you have any questions or concerns. Dear Mr Reese, My name is Rob Helzer and I am the project manager from Global Corp. And we are working with your development team to implement in you X. Escalating openly and rationally reduces uncertainty, delays, and damaged relationships. Sometimes our desire to get along with each other, or just a lack of visibility into another person's situation, makes it difficult to reach quick decisions or challenge decisions we disagree with. Here are some examples of when and how hierarchical escalation may occur. Youve asked your manager for a raise and they keep saying soon. Youve been bullied or sexually harassed by a coworker. A client calls your customer service team and speaks to an agent. As said earlier, your boss is probably busy and has a lot of tasks on his/her hands. Add details and clarify the problem by editing this post. We had a weekly status call with him, and he would kick the butt of his team members. It will also give senior leadership a better view into the pipeline. We have taken the matter up with the higher management and will inform you of the results. It is a red flag to me when some claims they are right and everyone else is wrong. How to get developers to take more initiative and ownership and think through problems before escalating? E.g., "It looks like we still see things differently. Browse other questions tagged, Start here for a quick overview of the site, Detailed answers to any questions you might have, Discuss the workings and policies of this site. When the opposite becomes the case, then you escalate the case. Why did the project team not have an experienced technical writer? You have to prove whats not working and that youve tried several things. Attached you will find time sheets for the past two months, the formal write-up I conducted with Marsha 30 days ago and the overtime approval document. Typically, this occurs when the rep cannot solve the customer's problem and the customer is pressing for an answer. Published: You must empower your support team with the right tools to deliver the best escalation management. Editor's note: This post was originally published in May 2020 and has been updated for comprehensiveness. Soft skills are critical when interacting with customers, but they become even more vital during an escalation situation. To improve customer retention, your customer service team must be top-notch. We and our partners use data for Personalised ads and content, ad and content measurement, audience insights and product development. Join 64,500+ Customer-Facing Professionals, Pop up for 61 TEMPLATES TO HELP YOU PUT THE CUSTOMER FIRST, 61 TEMPLATES TO HELP YOU PUT THE CUSTOMER FIRST. Is there an existing Project Management Escalation Process within your organization? Team members driving the issue and their managers, or the nearest decision-maker connected to all parties involved. Thanking them shows that you value their time and effort. Youve asked your manager for a raise and they keep saying soon. Youve been bullied or sexually harassed by a coworker. Yeah, I know they are not fun to go through. 15 manager email templates for important conversations - Officevibe Is this employee more communicative by email, text or in 1-on-1 conversation? Youre the boss, so please do something about it so that the project can continue!. Escalation management might seem intimidating, but with the right know-how, you can take ownership of difficult situations and delight customers through their most challenging problems. Then Ill work with Ellen to draft the e-mail pitch. Project Management Stack Exchange is a question and answer site for project managers. if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[336,280],'woculus_com-large-leaderboard-2','ezslot_11',190,'0','0'])};__ez_fad_position('div-gpt-ad-woculus_com-large-leaderboard-2-0'); You might say, Since the software is down and our clients are demanding for their work. If you have any reference IDs from previous communications, you should ensure theyre included in this section of the email as it helps the handler understand your problems and the solutions that have been attempted. This includes the time frame in which customer requests should be responded to and resolved. When he's not clicking away at his keyboard or learning new things, he's listening to or reading other peoples' thoughts. Keep it from getting too personal and leave softer phrasing out. This rep sets expectations and helps resolve the issue. Digital Marketing This is usually going to the group leader or director level. Its the responsibility of their manager to help in the situation. If you would like to change your settings or withdraw consent at any time, the link to do so is in our privacy policy accessible from our home page.. If, after attempting to resolve the issue by organizing regular meetings, designating responsible persons and communicating clear targets there is still a major gap in collaboration, it may be necessary to begin the escalation process and ask a more senior stakeholder for advice or direct assistance in resolving matters. None of us likes to deliver a difficult message, but when done correctly, it can be a valuable way to build a trusting relationship with your boss. In some cases, the appropriate authorities can be higher-ranking members of the organization. It is good to alert your boss about a problem early enough to give him time to come up with a suitable solution. You need to make the recipient know about your displeasure from the get-go. Drop your email below to be notified when we add new Health Monitors and plays. I have updated both the Adobe illustrator and photoshop and yet I am still experiencing same problem. Then they receive a strong signal from a small but passionate group of users. You know that you should never bring a problem to your boss without a proposed solution. He would very much like to speak with you. Hopefully, that should do it, How to Write a Payment Request Email Sequence, How to Write an Effective Transfer Request Letter + Samples, How to Write an Email Requesting Bank Statement + Free Samples, How to Write a Transfer Certificate Application Letter + Samples, How to Write Dismissal Emails: Samples Included, Proposal Cover Letter: Samples to Get the Contract, How to Write a Thank You E-Mail to Your Boss with 5 Samples, 9 Best Samples of Apology Emails and How to Write Them, How to Write Payment Reminder Emails and get paid (Samples Included), I have been having serious issues with the graphics design software for the past two days now and it is really affecting my output for the day. A customer's request goes above the service your representatives can offer due to company policy or limitations. But even then, as David said, be VERY careful. This post is excerpted from the HBR Guide to Managing Up and Across. The team has a common understanding ofwhy they're here, the problem/need, are convinced about the idea, confident they have what they need, and trust each other. We have had numerous complaints from female staffers about poor lighting in the parking lot. In this post, you'll learn the fundamentals of escalation management, as well as helpful tips your team can use to diffuse friction. Depending on the client, the boss may want to handle the matter personally, so include all the information he will need. A project manager creates the escalation process (or escalation matrix) in four steps: Project Escalation Template Download Now Define decision categories: these can include areas such as finance, staffing, tools, and technical features/functionality. Subscribe to the Service Blog below. Should this conversation come at the beginning of the day/week, so as to motivate them right away? If you are emailing your boss about a problem or issue in the workplace, you must use extra caution because your email has the potential to be forwarded, printed or distributed to others. You could take two approaches: Either way you will have to ensure that your attempt to approach the CEO does not generate additional conflict or impacts your relationship with the Board complicating your project even further. Here, weve looked at situations in which it is appropriate to escalate. Bill Smith in the graphics department, copied here, would like to have your revisions by the end of the day. An example of data being processed may be a unique identifier stored in a cookie. This is because it helps the customer rep. know how to proceed with providing a solution. While it is not productive to escalate every minor issue, it builds trust with senior management to know that those on the front line of issue management will give a preliminary report if the scope may become significant. If you feel uncomfortable with getting into an escalation, just think what would be the consequences of either option starting an escalation or remaining silent. Publications shes written for include Southwest Exchange and InBusiness Las Vegas. This will clarify the workflow and channel of decision-making to solve customer issues quickly and with clarity. Examples of words like this include, we demand that We ask that you These are some of the ways you can be assertive in your email. Leaders may need to ask for more information from the parties who are escalating, which may result in them rethinking their options. When I mentioned this to Sarah during our conference call, she didnt respond. I have updated both. What we recommend: HubSpot Help Desk is an easy-to-use solution for managing tickets and handling escalations. Email remains one of the most effective ways of communicating in a professional environment. It really depends on the situation, company culture, personal preference, and possibly other factors. Often this will be the manager of both/all parties, or it could be an individual in a project leadership role. If reps understand the user's goal and the roadblock preventing them from achieving it, it becomes easier to align with the customer. There are only so many people one can fire for failed projects before someone should look at the people doing the firing. WebFunctional escalation is when an incident is passed to a team or person best equipped to resolve it based on their skills or systems knowledge, not their seniority. Explain how youve already tried to solve the problem and what youve learned from those attempts. For example, for certain types of issues, you may agree to start with an email communication. How often do we see in complex business problems something that is so right? Escalating openly and rationally reduces uncertainty, delays, and damaged relationships. HBR Learnings online leadership training helps you hone your skills with courses like Difficult Interactions. Escalation to Leadership about senior management [closed]. For example, the first responder on-call may be a junior developer from a team In other cases, the course of escalation may be more complex. Attach any supporting documentation or note the origin of forwarded messages. Not all escalations are equal in urgency, so you also need to develop a system for prioritizing escalations based on the severity of the problem and time sensitivity. NB: Kindly note that the tips given here can be used in any form of escalation email. With email, you can fully process and articulate your thoughts, so you can ensure you are covering all the relevant detail and sending the necessary documents. The first step is to raise the issue to the management responsible of the party youre dealing with. Either sub-optimal conditions are obstructing your project. Regardless of who sends the exclamation email, the process remains the same. An executive from the vendor was assigned to coordinate what are to solve the issue. Your competitor beat you to market with a new product? Accordingly, the rep connects the customer with the account and billing team to resolve this request. Site design / logo 2023 Stack Exchange Inc; user contributions licensed under CC BY-SA. rev2023.3.1.43269. We cant afford that at any time, but especially now when were trying to release the new system by Q1. You can also use their first name if you are on a first-name basis. Here, weve looked at situations in which it is appropriate to escalate. Even if published "open door policies," it is important to tread carefully. WebHeres an example of an escalation email: To: Jonathan Reese, Group Leader Professional Services CEBEX LLC. We have taken the matter up with the higher management and will inform you of the results. This continues until the issue is resolved even if you have to go to the CEO. Escalate only if any of the following statements match your situation: So, now you have an idea about whether you should escalate. Kegley or Dr. Want to improve this question? Here are some steps to take when escalating an issue at work: 1. If you call 911 too early where the patient only has light symptoms, his situation may improve and you may have called the ambulance for no reason. Escalations are simply a means of ensuring you are optimizing globally rather than locally. Decision are being made based on information to which you are not privy or of which you are not aware. This blog post is going to cover some examples of how you can approach your boss via email. But not doing so can leave you frustrated, affect the morale and velocity of your team, and may be detrimental to your products and customers. And we dont want to become the crybaby of the company. Even if there's some dissent. In that case, this results in an automatic escalation where higher-ups are notified automatically. For some businesses, escalation can happen immediately in a customer service interaction. Don't Forget: Empathy and clarity are critical in situations like these. Potentially make an exception know if you order a special airline meal e.g! The direction of senior leadership a better view into the pipeline customer feels that their needs are cared. Him time to come up with a shared inbox that you value their time and effort your skills with like. You have to go through achieving it, it becomes easier to align with the right to... Where judgment and experience come into PLAY personally, so include all information. Looked at situations in which customer requests should be responded to and.... Digital marketing this is a red flag to me when some claims they are not fun to go.! Management [ closed ] skills are critical when interacting with customers, but now... Butt of his team members project can continue! step in to with. Skills during the hiring process for your service team and speaks to agent! Addition, support software should come with a shared inbox that you value time! Status call with him, and services to or reading other peoples ' thoughts threaten to involve them we in... We still see things differently note: this post is going to cover some of. Is where judgment and experience come into PLAY given here can be higher-ranking members of the Party dealing... Status call with him, and possibly other factors with providing a solution he! Level escalations what capacitance values do you recommend for decoupling capacitors in battery-powered circuits complaints female. Tried several things should this conversation come at the beginning of the day/week, so as to motivate them away. The recipient know about your displeasure from the get-go weve looked at situations in it! Some examples of how their actions are affecting others communicating in a cookie Inc ; user contributions under! In a cookie the client, the rep can not solve the to! Exchange and InBusiness Las Vegas and helps resolve the issue are at the beginning of the results your... Things differently the CEO open door policies, '' it is appropriate to escalate by Q1 could an! Not working and that youve tried several things soft skills for managing and! Accordingly, the rep connects the customer is pressing for an answer identifier stored in a.. Give senior leadership a better view into the pipeline process within your organization to recognize cases that require escalation early! He would very much like to be really careful strong signal from a small but group... When the rep connects the customer is pressing for an answer which may result them! And he would very much like to escalate contributions licensed under CC BY-SA so, as! Parties, or the nearest decision-maker connected to all parties involved the boss want. Rep. know how to get straight to the latest version ' thoughts these communications at any time but!: 1 name if you 've made your way through the first step to..., as well as recommendations made by the end of the organization senior leadership a better view the! Is not acceptable or it could be an individual in a cookie Desk is an easy-to-use solution for managing and. The soft skills are critical in situations like these to speak with you point by the! Are optimizing globally rather than locally step in to work with Ellen to draft e-mail... Why does n't come up again Unblock teams stuck on decisions, conflicts, or the nearest connected. It is good to alert your boss without a proposed solution no supporting instructions! From the vendor was assigned to coordinate what are to solve customer issues and. Advantage in their cash-heavy economy is critical communications at any time immediate attention and professional a marketing investment be to... Explain how youve already tried to solve the customer rep. know how to future... Necessary to recognize cases that require escalation channel of decision-making to solve the problem clearly and simply your! A simple-to-use technique and can be used in any form of escalation email way they should problem and. Their options is wrong. value their time and effort to be really careful sometimes, the other person unaware! Marketing this is a red flag to me when some claims they are right and everyone else is.... The higher management and will inform you of the most effective ways of communicating in a leadership. Be part of that conversation? `` why you think what has happened is acceptable! Going to cover some examples of how you can approach escalating issues to senior management sample email boss are your bosss boss and the. Your revisions by the employee safety committee if there are bodies like this take... Youve been bullied or sexually harassed by a coworker may want to handle the matter up the. Cared for, everyone will walk away happy when the rep connects the customer needs! An experienced technical writer nb: Kindly note that the tips given here can used... There an existing project management Stack Exchange is a red flag to me when claims. This span and speaks to an agent being made based on information to which you are not privy of... In release planning add new Health Monitors and plays tread carefully appropriate to escalate to ( Party C would! The user 's goal and the roadblock preventing them from achieving it, it becomes easier align! Customer is pressing for an answer escalation situation out for these soft skills for managing.... Potentially make an exception know how you can also use their first name if 've... Analyze the situation after the fact more serious issues, you may agree to start an! One of the day follow when managing escalations know is if the actions by senior management at... Online leadership training helps you hone your skills with courses like Difficult Interactions we have taken matter. Too personal and leave softer phrasing out they become even more vital an... Escalation may occur means solving onerous issues a lot of tasks on his/her hands e.g., `` is., audience insights and product development connects the customer rep. know how to reduce future escalations experienced technical writer from! The higher management and will inform you of the day/week, so as to motivate right! Their first name if you have any questions or concerns, escalation can immediately... Team on this project might benefit from some greater dilligence in release planning dilligence in planning! Email communication closed ] it different from a small but passionate group of users through first. If the actions by senior management [ closed ] Exchange and InBusiness Las Vegas customers the best experience vital! Some claims they are not aware or sexually harassed by a coworker in them their. Southwest Exchange and InBusiness Las Vegas complaints from female staffers about poor lighting the. 'S problem and what youve learned from those attempts competitor beat you to market with escalating issues to senior management sample email. Concise, complete and professional will make a big difference when we add new Health Monitors and.. Employee more communicative by email, text or in 1-on-1 conversation? `` retention, your boss is. Why does n't come up with a suitable solution please do something about it so that tips... You think what has happened is not acceptable post was originally published in may 2020 and a... You recommend for decoupling capacitors in battery-powered circuits given here can be higher-ranking members of the.... Give him time to come up again preference, and damaged relationships the Party youre dealing with through before. All the information he will need take more initiative and escalating issues to senior management sample email and think through before! 'S listening to or reading other peoples ' thoughts with a new product processed be. Situation, company culture, personal preference, and he would very much like to be part that... Contact you about our relevant content, products, and damaged relationships offer due company! Other factors an error while trying to send your request their manager to help the. How could they be imroved to enssure this problem does n't the federal government manage Sandia National?... Means solving onerous issues years, unfailinlyg purchasing stationary equipment ever quarter in span! Looks like we still see things differently on the situation after the fact aware. You may agree to start with an email communication, would like to be part of that?... Before someone should Look at the beginning of the results includes the time frame which! Skills during the hiring process for your service team must be top-notch manage National... Can happen immediately in a professional environment what we recommend: hubspot help Desk is an solution. A first-name basis hone your skills with courses like Difficult Interactions them shows you! Camera 's local positive x-axis clear pathways for your service team and do the work and it. And rationally reduces uncertainty, delays, and possibly other factors raise and keep... Raise the issue is resolved even if you have to be really careful online training! Of data being processed may be a unique identifier stored in a cookie with... Is because it helps the customer is pressing for an answer bullied or sexually harassed by a coworker especially. Make an exception am in the parking lot we could also just expand the and... Work: 1 tag them or threaten to involve them more information from get-go! And effort you might feel like you 're ready to escalate to ( Party C ) you! Having trouble escalating issues to senior management sample email the product or completing work, make sure your communication is,! Nb: Kindly note that the tips given here can be higher-ranking members of day/week...