le All SOPs
Sample: Who to ask when something goes wrongSample
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Sample
This is an example that shows the format. Check it against how your team really works before you rely on it.
Steps
The escalation map: which partner owns what, and when to stop and ask.
Stop and ask, every time
- A client asks you to backdate anything.
- KYC does not clear, or someone will not provide ID.
- You find a prior-year error, however small.
- A client disputes a fee or threatens to leave.
Who owns what
Tax positions and ATO disputes: the Tax Senior. Client relationships, fees and departures: the Advisory Partner. Payroll and STP problems: the Payroll Specialist. Anything that could be a breach or a data leak: the Advisory Partner, the same day, by phone.
How to escalate
A short message with the client name, what happened, what you have already done and what you need decided. Put it on the client record, not only in a chat, so the next person can see the history.