You sit in the chair and you look at the screen and the notification pings. It is a blue light and it is a sharp sound. You are the senior lead and you have been here for and you know the rhythm of the queue.
New Ticket Escalated: Technical Specification Nuance
The notification comes from a new hire named Leo. He has been here for three weeks. He is a good man and he works hard but he is afraid. He has sent you a ticket regarding a customer question. The customer wants to know if the Berry family in the MT35000 Turbo tastes more like a fresh fruit or a candy.
This is a simple question and you could answer it in four seconds but the ticket is in your box now. You look at the ticket and you look at the clock and you feel the weight of the day.
Escalation as a Safety Valve
Leo followed the rules. The handbook says that flavor profile nuances are subjective and high-priority. The handbook says that if you are unsure of a technical specification you should escalate to a senior staff member.
Leo was unsure and he escalated. He did exactly what the paper told him to do but
