Say No to “Just Make It P1”
Handle priority pressure while preserving the SLA model.
Morgan M Customer ops lead 1 Acknowledge 2 Frame 3 Commit Customer conversation A customer insists, “Make this P1 or we will escalate to your CEO.” The issue affects one sandbox user with a workaround. A vague update can create more contacts than the underlying issue. duplicate tickets already opened P2 priority with 4-hour update SLA Fact → Path → Clock Priority conversations need empathy plus criteria. The best response acknowledges stakes, explains the priority model in customer language, and offers the highest legitimate action: visibility, workaround, or escalation trigger if impact changes. That protects trust without corrupting the SLA…
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