MYReSolve Operating Playbook, Book Two: Escalations and complaints

Why most complaints climb the chain, and how the seven behaviours stop them. An escalation is a decision made in the wrong place. The authority list, the three numbers, and the complaints page.

The MYReSolve Operating Playbook is twelve short, practical playbooks on the operational topics that decide whether a business runs well. Each one is written for the whole organisation, seen from three positions - Frontline, Manager, Executive - in one document, and ends with the one page a leader should be shown. Industry-agnostic: the operational skill set is transferable and the product is irrelevant. By Rob Pierce, founder of MYReSolve.

Book Two of twelve. First edition, September 2026. The full series, and the complete set at £149, is at myresolve.uk/book.