When you put several highly skilled investigators in charge of a single case, you’re creating a powerhouse of expertise. You’re also creating the potential for major friction. Different work styles, strong opinions, and the pressure of a high-stakes investigation can quickly lead to conflict if not managed properly. The success of a collaborative case often hinges less on the evidence and more on the team’s dynamics. Managing multiple PI cases is fundamentally about managing people. This article walks you through the essential steps for fostering trust, creating clear communication channels, and establishing a conflict resolution process to keep your team aligned and focused on a successful outcome.
Key Takeaways
- Define the Rules of Engagement Upfront: Create a formal Leadership Plan before the case starts. This document should clearly outline each PI’s specific roles, decision-making power, and communication duties to prevent confusion and power struggles later.
- Use Technology as Your Central Hub: Rely on a single case management platform to handle all communication, documentation, and task assignments. This creates one source of truth, eliminates information silos, and gives every leader a real-time view of case progress.
- Create Protocols for Conflict and Resources: Plan for inevitable challenges by establishing clear, agreed-upon processes for handling disagreements between leaders and for sharing essential resources like equipment and staff. This proactive step keeps the investigation moving smoothly.
What is the Multiple PI Model?
When you hear “Multiple PI,” you might think of the academic world, and you wouldn’t be wrong. The concept of having multiple principal investigators started in scientific research as a way to manage complex projects. But the core idea—having more than one leader sharing equal responsibility—is incredibly relevant for private investigation firms, especially as cases become more intricate.
Think of it as a leadership structure for your most demanding cases. Instead of a single lead investigator directing the entire operation, a Multiple PI model allows two or more senior investigators to co-lead. Each PI brings their unique expertise to the table as an equal partner. This isn’t just about assigning multiple investigators to a case; it’s about creating a collaborative leadership team at the top. This approach can be a game-changer for sprawling corporate investigations, multi-faceted insurance fraud cases, or any situation where no single person has all the necessary skills to see the whole picture. It formalizes teamwork and ensures that critical decisions benefit from diverse perspectives.
Traditional vs. Multiple PI Approaches
The traditional model for managing a case is straightforward: one lead PI is in charge. They delegate tasks, make the final calls, and are the single point of accountability. This top-down structure works well for many standard cases. However, it can create bottlenecks and may not be the best fit for investigations that require a true “team science” approach, where different specializations are equally vital.
The Multiple PI model, in contrast, is built for collaboration. It’s designed for those complex cases where you need a digital forensics expert and a seasoned surveillance specialist to work as equal partners, not as a leader and a subordinate. According to the National Institutes of Health, this structure is ideal for projects that don’t fit neatly under a single leader. For your firm, this means moving from a hierarchy to a partnership on a per-case basis, allowing your top talent to share ownership and drive the investigation forward together.
The Pros and Cons
Adopting a Multiple PI model has some clear advantages. The biggest pro is the ability to integrate different, high-level skills. When your cyber investigator and your financial fraud expert are co-leading a corporate case, you get a much richer, more comprehensive strategy. This collaborative effort can lead to breakthroughs you might have missed with a single leader. Each PI contributes essential skills, making the whole team more effective.
However, this approach isn’t without its challenges. Managing a team with multiple leaders can be more complex. Crafting a clear plan and getting buy-in from all PIs takes more upfront effort. There’s also the potential for personality clashes or disagreements on case direction. As noted by the National Institute of Allergy and Infectious Diseases, these applications can be harder to manage. For an investigative firm, this translates to a need for clear communication protocols and a solid decision-making framework from day one.
When to Use a Multiple PI Model
So, when should you actually use this model? The Multiple PI approach isn’t for every case. It’s best reserved for situations where the complexity truly demands a leadership team. If the success of an investigation hinges on the distinct and equally important contributions of investigators with different specializations, it’s a strong candidate for this model.
Consider using it for a large-scale corporate espionage case that requires expertise in technical surveillance counter-measures (TSCM), digital forensics, and undercover operations. A single lead might be an expert in one area but not all three. By assigning co-leads, you ensure each critical component of the investigation is guided by a master of that craft. The decision should always come back to the needs of the case and whether a collaborative leadership structure will produce a better outcome for your client.
Build an Effective Leadership Structure
When you bring multiple principal investigators (PIs) onto a single case, you’re multiplying your expertise, but you can also multiply your management headaches. A solid leadership structure isn’t just corporate jargon; it’s the blueprint that keeps your investigation moving forward smoothly. Without one, you risk crossed wires, missed deadlines, and internal conflicts that can jeopardize the entire case. Taking the time to build this framework upfront ensures everyone knows their part and can work together effectively toward a successful resolution. This structure serves as your team’s operational guide, turning a group of individual experts into a cohesive and powerful unit.
Define Roles and Responsibilities
The fastest way to create confusion is to assume everyone knows what they’re supposed to do. To avoid this, you need to “clearly state what each PI will do. Avoid saying everyone is jointly responsible for everything.” Ambiguity is the enemy of efficiency. Sit down with your team before the case kicks off and map out who owns what. One PI might be the primary client contact, another could be in charge of surveillance logistics, and a third might oversee evidence analysis and reporting. Document these roles in a shared space, like your case management software, so there’s a single source of truth. This clarity empowers each PI to take ownership of their domain and reduces the chances of critical tasks being overlooked.
Create a Decision-Making Process
Even the best teams disagree. What matters is how you handle it. Your leadership structure must “include a clear process for how the PIs will solve disagreements.” Waiting for a conflict to arise before figuring out how to solve it is a recipe for disaster. Decide on your decision-making framework ahead of time. Will you use a majority vote? Does one PI have final say on budgetary matters while another has the final word on operational tactics? It’s also smart to establish an escalation path for when the team reaches a stalemate. Having a pre-agreed method for breaking ties or bringing in a neutral mediator keeps the case from stalling over internal disputes.
Develop Your Leadership Plan
Think of this as the constitution for your case. A formal leadership plan is a document that outlines exactly how the team will function. While the idea comes from academic research settings, where a “Multiple PI Leadership Plan” is often required, the principle is invaluable for any complex investigation. This plan should bring together all the elements of your structure: the defined roles and responsibilities, the decision-making process, communication protocols, and how you’ll handle resource allocation. It’s a living document that provides a clear collaborative framework for the team, ensuring everyone is aligned on the operational strategy from day one. Storing this plan within your case file makes it easily accessible for reference.
Set Performance Expectations
Shared leadership doesn’t mean a lack of individual accountability. It’s crucial to remember that all PIs on the case “share the responsibility and power for leading the…project.” To make this work, you need to set clear and measurable performance expectations for everyone involved. This goes beyond just assigning roles; it’s about defining what success looks like for each person’s responsibilities. Establish expectations for communication frequency, reporting deadlines, evidence handling standards, and budget adherence. Schedule regular check-ins to review progress against these benchmarks. This creates a culture of mutual accountability and ensures that every member of the leadership team is contributing effectively to the case’s success.
Find the Right Tools for Managing Multiple PIs
Managing a single case is complex enough. When you’re leading multiple investigators across several cases, trying to keep everything straight with spreadsheets, emails, and sticky notes is a recipe for disaster. The right technology isn’t just a nice-to-have; it’s the operational backbone that keeps your team efficient, your cases organized, and your clients happy. A well-chosen set of tools ensures that information flows smoothly, tasks are clearly assigned, and nothing falls through the cracks.
Think of your technology stack as your digital headquarters. It’s where your team collaborates, where evidence is securely stored, and where you get a bird’s-eye view of every moving part. The goal is to create a single source of truth that eliminates confusion and empowers your PIs to focus on what they do best: investigating. From managing case files and communicating updates to sharing documents and tracking progress, the right software transforms chaos into a streamlined, manageable workflow. Investing in these systems allows you to scale your operations effectively, take on more complex cases, and build a reputation for reliability and professionalism.
Case Management Platforms
Your case management platform is the heart of your operation. It’s the central hub where every piece of case information lives—from client intake and notes to evidence logs and reports. While generic project management tools can work in a pinch, a system designed specifically for investigators will always serve you better. The best case management software is built to handle the unique demands of your work, offering features for evidence management, subject tracking, and secure client communication. Look for a platform that can be tailored to your firm’s specific workflow, ensuring all case details are organized and easily accessible for your entire team.
Communication Software
When your team is spread out on different assignments, clear and instant communication is non-negotiable. Relying on a jumble of text messages and emails can lead to missed updates and critical errors. Dedicated communication software centralizes your team’s conversations, keeping case-related discussions organized and searchable. Tools like Slack or Microsoft Teams create channels for specific cases or topics, ensuring everyone stays on the same page. Many platforms also help your team get organized and gain clarity on tasks, making them great for collaboration and turning conversations directly into actionable to-do items.
Document Sharing Systems
Investigations generate a mountain of sensitive documents, from surveillance photos and witness statements to legal paperwork and final reports. A secure, centralized document sharing system is essential for managing these files effectively. It ensures every PI has access to the most current versions of documents, preventing confusion and rework. While some teams use general cloud storage like Google Drive, many case management systems include built-in, secure document storage. The best systems help you coordinate and automate work not just across cases, but also across your entire team, streamlining collaboration and protecting confidential information.
Progress Tracking Solutions
As a leader, you need a clear view of where every case stands at all times. Progress tracking solutions give you that visibility, helping you monitor deadlines, manage workloads, and keep clients informed. These tools allow you to break down large cases into smaller, manageable tasks and assign them to specific investigators. An all-in-one project management solution can provide everything your team needs, including workflow automation, visual timelines, and resource management features. This helps you spot potential bottlenecks before they become problems and ensure your team is operating at peak efficiency.
Manage Your Team Dynamics
Leading a multiple PI case is as much about managing people as it is about managing evidence. When you bring multiple investigators together, you’re also bringing together different personalities, work styles, and opinions. The success of your case often hinges on how well these individuals work as a team. Your role as a leader is to create an environment where collaboration thrives and conflicts are handled constructively. A breakdown in communication or a simmering disagreement can do more than just create an unpleasant work environment; it can jeopardize evidence, miss deadlines, and ultimately compromise the entire case. Think of it as another form of risk management. Just as you secure a chain of custody for evidence, you need to secure the chain of communication and trust within your team. On the other hand, a team that trusts each other and communicates openly can connect dots faster, challenge each other’s assumptions constructively, and produce higher quality results for your client. By focusing on clear communication, establishing trust, and setting up straightforward processes for interaction, you can turn a group of skilled investigators into a cohesive and highly effective unit. This proactive approach to team dynamics isn’t just ‘nice to have’—it’s a core component of successful case management that will save you headaches down the road and lead to better outcomes.
Run Effective Meetings
Your meetings set the tone for the entire investigation. To make them count, every meeting needs a clear purpose and a structured agenda. Before you even gather your team, make sure you can explain why the multiple PI approach was chosen for this specific case and how the team will be organized. Use your meetings to reinforce roles, discuss progress on specific tasks, and solve problems collaboratively. A well-run meeting ensures everyone leaves with a clear understanding of the next steps and how their work fits into the bigger picture. This simple practice builds confidence and keeps the entire team aligned and moving forward.
Create a Conflict Resolution Process
Disagreements are inevitable when passionate, skilled professionals work together. The key isn’t to avoid conflict, but to have a plan for it. Before the case even begins, work with your team to establish a clear process for how you’ll handle disagreements. This doesn’t need to be complicated; it can be as simple as agreeing to bring in a neutral third party or a senior partner if the PIs involved can’t reach a consensus. Having a conflict resolution plan in place before you need it shows foresight and ensures that minor issues don’t escalate and derail the investigation.
Build Trust and Collaboration
A multiple PI model works best when it’s a true collaboration, not a competition. Each investigator brings a unique set of skills and experiences to the table, and it’s your job to highlight that value. Foster a collaborative environment by encouraging open communication and information sharing. When team members understand that their individual expertise is essential to the project’s success, they are more likely to trust and rely on one another. Regularly acknowledge each person’s contributions and create opportunities for the team to work together on challenges. This helps build team trust and transforms a group of individuals into a powerful investigative force.
Provide Performance Feedback
Clear roles and responsibilities make giving feedback much easier and more effective. When everyone knows exactly what they are accountable for, you can provide specific, objective, and constructive comments on their performance. Avoid vague statements and instead tie your feedback directly to their defined duties. Regular check-ins are more effective than waiting for a formal review. These informal conversations allow you to address issues as they arise, offer support, and recognize good work in the moment. Consistent and clear performance feedback helps each PI grow and ensures the entire team stays on track to meet the case objectives.
Streamline Your Multiple PI Workflow
Once your leadership structure is in place and your team is aligned, the focus shifts to execution. A streamlined workflow is the engine that drives a multiple PI case forward, turning your strategic plan into tangible results. Without a clear, efficient process, even the most talented team can get bogged down by confusion, duplicated efforts, and missed deadlines. The key is to create a system where everyone knows what they need to do, how to do it well, and when it needs to be done. This involves more than just a to-do list; it’s about building a repeatable process for task distribution, quality assurance, time management, and progress tracking that keeps the entire case on track from start to finish.
Distribute Tasks Effectively
Vague responsibilities are a recipe for disaster in a multi-investigator case. Simply saying everyone is “jointly responsible” leads to tasks falling through the cracks. Instead, you need to clearly define and assign every part of the investigation. Start by breaking the case down into individual tasks—surveillance, interviews, background checks, report writing—and assign a specific PI to own each one. A great way to delegate tasks is to use a responsibility matrix that outlines who is responsible, who is accountable, who needs to be consulted, and who should be kept informed for each activity. This level of clarity ensures every team member understands their exact role, prevents overlap, and creates clear accountability across the board.
Implement Quality Control
Maintaining high standards is crucial, especially when multiple investigators are contributing to a single case file. Your workflow must include a process for quality control. This starts with setting clear expectations for evidence collection, documentation, and reporting. You should also establish a peer-review system where another PI checks over reports and findings before they are finalized. It’s also smart to have a pre-defined process for how the team will handle professional disagreements. Decide ahead of time who has the final say or if a neutral senior investigator should mediate. A solid quality control process not only ensures the final work product is top-notch but also helps maintain a collaborative and professional team environment.
Manage Your Timeline
A detailed timeline is your roadmap for the entire investigation. It keeps the team aligned and helps you manage client expectations. Your plan should outline the major phases of the case and include deadlines for key milestones. For example, you might set deadlines for completing initial surveillance, finishing all witness interviews, and submitting the final report. Using a shared calendar or the timeline features within your case management software makes it easy for everyone to see what’s due and when. Regularly review your progress against this timeline during team meetings. This allows you to identify potential delays early and adjust your plan, ensuring the case keeps moving forward efficiently.
Monitor Case Progress
You can’t effectively manage a case if you don’t have a clear view of its status. Real-time progress monitoring is essential for making informed decisions and keeping clients in the loop. A centralized dashboard within a case management platform is the ideal tool for this. It allows you to see at a glance which tasks are in progress, which are complete, and where potential bottlenecks are forming. This visibility helps you quickly assess how long different stages are taking and identify opportunities to speed things up. By consistently tracking your progress, you can proactively manage your resources, address issues before they become major problems, and ensure the investigation stays on schedule and within budget.
Develop a Resource Management Strategy
Juggling multiple lead investigators means you’re also juggling multiple pools of resources. A solid resource management strategy is your game plan for allocating money, time, and assets efficiently across the entire team. Without one, you risk wasting your budget, burning out your team, and creating unnecessary friction between PIs. Think of it as the logistical foundation for your case. When everyone knows what resources are available and how they’re being used, the team can focus on the investigative work instead of fighting over who gets the last surveillance van. This proactive approach ensures that every part of the operation has what it needs to succeed, keeping the case on schedule and within budget. A well-managed resource plan is a hallmark of a professional, well-run investigation and is absolutely essential when multiple leaders are involved.
Plan and Control Your Budget
In a multiple PI case, the budget isn’t just one big pot of money; it’s a collection of smaller budgets that must work together. Each PI is responsible for their team’s expenses, but every dollar spent must align with the overall case objectives. The key is to allocate financial resources in a way that supports the team science approach of a complex investigation. Start by creating a detailed master budget, then work with each PI to break it down for their specific roles. Using case management software to track expenses in real time is a must. This gives you a clear view of where the money is going and helps you spot potential overages before they become major problems, ensuring the case remains profitable.
Manage Your Team’s Time
Time is your most valuable non-renewable resource. For a multiple PI project to succeed, every leader must be fully committed to dedicating the necessary time and effort. This expectation needs to be set from the very beginning. The success of the case hinges on the active participation and leadership of each investigator, so there’s no room for a passive partner. Be clear about the time commitment required for meetings, fieldwork, and administrative tasks. Use shared calendars and project management tools to keep schedules aligned and transparent. When everyone respects each other’s time and pulls their weight, the entire operation runs more smoothly and efficiently, preventing burnout and keeping morale high.
Distribute Staff and Resources
Once you have a handle on your budget and timeline, you can focus on assigning your people and assets. This is where your Leadership Plan becomes critical. This document should explicitly outline the roles of each PI and serve as a blueprint for how staff and equipment are distributed. The goal is to assign tasks and resources strategically to avoid duplication of effort and ensure all bases are covered. For example, one PI might oversee all surveillance operations and have primary access to the necessary vehicles and gear, while another manages client communication and digital forensics. A clear plan prevents confusion and ensures the right people have the right tools for the job.
Create Equipment Sharing Protocols
High-tech surveillance gear, specialized vehicles, and other investigative equipment are expensive and often need to be shared among teams. To avoid conflicts and delays, you need to establish clear equipment sharing protocols from day one. This process should be documented and agreed upon by all PIs. Your protocol should answer key questions: How is equipment reserved? Who is responsible for its maintenance? What happens if an item is damaged or lost? Having these standard operating procedures in place helps manage shared assets effectively and provides a straightforward process for resolving any disagreements that may arise. This keeps collaboration smooth and the investigation moving forward without logistical hiccups.
Set Your Team Up for Success
A successful multiple PI case isn’t just about having talented investigators; it’s about building a solid operational framework that supports them. When you have multiple leaders at the helm, ambiguity is your enemy. Taking the time to establish clear guidelines, processes, and expectations from the outset prevents misunderstandings and power struggles down the line. This isn’t about adding layers of bureaucracy—it’s about creating a predictable and stable environment where everyone understands the rules of engagement.
Think of it as building the foundation of a house before you put up the walls. You need to define how you’ll document your work, review progress, handle potential risks, and measure what success looks like. By formalizing these elements, you create a system of accountability and transparency. This structure empowers each PI to focus on their core responsibilities without getting bogged down by operational friction or confusion over who does what. A well-defined plan ensures the team runs smoothly, efficiently, and professionally, which ultimately leads to better outcomes for your clients and your firm.
Establish Documentation Requirements
In a multiple PI model, clear documentation is non-negotiable. Your first step should be to create a detailed leadership plan that acts as the constitution for your team. According to guidance from the National Institute of Allergy and Infectious Diseases, a Multiple PI Leadership Plan should clearly outline how the team will collaborate and manage their responsibilities. This document is your single source of truth. It should specify communication protocols, define the scope of each PI’s authority, and map out workflows. Putting everything in writing ensures all leaders are aligned from day one and provides a crucial reference point if questions or confusion arise later in the case.
Create a Formal Review Process
Even with the best team, disagreements are bound to happen. What separates successful teams from dysfunctional ones is having a plan to deal with conflict constructively. Instead of waiting for a problem to escalate, establish a formal review process from the start. This should include regular check-ins to discuss progress and address concerns before they become major issues. It’s also wise to have a clear, pre-agreed-upon process for resolving disagreements among PIs. This might involve a simple majority vote, deferring to a designated lead PI on certain matters, or even bringing in a neutral third-party mediator to facilitate a solution.
Develop a Risk Management Plan
Proactive leadership involves anticipating challenges, not just reacting to them. A comprehensive risk management plan helps you identify potential roadblocks related to your team structure and case objectives. Think through the “what-ifs.” What happens if a key piece of evidence is delayed? What’s the protocol if a PI has an unexpected absence? As the National Institutes of Health suggests, a well-defined plan helps you identify potential challenges and outline strategies to mitigate them. This foresight demonstrates a high level of professionalism and ensures your team can adapt to unexpected events without derailing the entire investigation.
Track Key Performance Metrics
You can’t effectively manage what you don’t measure. To ensure your multiple PI model is working efficiently, you need to track key performance metrics that give you an objective look at your team’s output. Using software to monitor data provides invaluable insights into team performance and case progress. Important metrics can include the distribution of cases among PIs, the number of tasks completed on schedule, and the average time to close a case. A robust case management platform automates this process, giving you a real-time dashboard to see what’s working and where you need to make adjustments for better results.
Overcome Common Challenges
Even the most well-planned multi-PI cases can hit a few bumps in the road. When you have multiple leaders with different styles and areas of expertise, challenges are bound to pop up. The key isn’t to avoid these issues entirely—it’s to anticipate them and have a solid plan in place to address them head-on. By preparing for common hurdles like communication breakdowns and role confusion, you can keep your team focused, your case on track, and your collaboration productive. A proactive approach ensures that when challenges arise, you have the structure and processes needed to resolve them quickly and maintain momentum.
Break Down Communication Barriers
Clear and consistent communication is the foundation of a successful multi-PI case. When information gets siloed, progress stalls. It’s crucial that every PI is an active participant, ready to put in the necessary time and effort. This isn’t a mentorship situation; it’s a partnership of equals. To keep everyone on the same page, establish a regular meeting schedule and stick to it. Use a centralized case management platform where all updates, documents, and notes are accessible in real-time. This creates a single source of truth and ensures no one is left out of the loop, reducing misunderstandings and saving valuable time.
Resolve Role Overlap
Ambiguity is the enemy of efficiency. If roles aren’t clearly defined, you’ll end up with duplicated work or, worse, critical tasks that fall through the cracks. Avoid the trap of saying everyone is jointly responsible for everything. Instead, take the time to clearly state what each PI will do. A simple responsibility assignment matrix can work wonders here. By outlining who is responsible for each specific aspect of the case—from client communication to evidence processing—you create clear ownership and accountability. This allows each leader to focus on their unique contributions without stepping on anyone’s toes.
Handle Decision-Making Conflicts
Disagreements are inevitable when passionate, experienced investigators collaborate. What matters is how you handle them. Don’t wait for a conflict to arise to figure out how you’ll solve it. Your leadership plan should include a clear process for how the PIs will work through disagreements. This might involve a simple majority vote, deferring to the PI with the most relevant expertise, or even bringing in a neutral third party to mediate if you reach a stalemate. Having these conflict resolution strategies established upfront keeps egos in check and ensures decisions can be made efficiently.
Solve Coordination Issues
The biggest strength of a multi-PI model is its ability to bring together diverse skill sets for a complex case. This approach is most effective for collaborative, multidisciplinary investigations where each PI contributes essential, different expertise. The challenge lies in coordinating these different workstreams. To make it work, you need a system that helps you manage tasks and timelines across the team. Using shared calendars, project management tools, and integrated case management software helps ensure that every PI’s efforts are aligned toward the same goal, turning a group of individual experts into a truly cohesive and effective team.
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Frequently Asked Questions
Is the Multiple PI model only for massive corporate investigations? Not at all. While it’s perfect for large-scale cases, the real deciding factor is complexity, not size. You should consider this model any time a case requires two or more distinct, high-level specializations to be on equal footing. Think of a complex fraud case that equally needs a forensic accountant and a surveillance expert to co-lead. If the success of the case depends on a true partnership of different skills at the top, the model is a great fit.
What’s the most common mistake firms make when trying this model? The biggest pitfall is failing to create a detailed plan before the investigation begins. Many firms just assign multiple leaders and assume they’ll figure out how to work together. This almost always leads to confusion and conflict. The most important step is to sit down and create a formal Leadership Plan that clearly defines each PI’s roles, responsibilities, and decision-making authority. Getting this in writing from day one prevents most problems down the road.
How do you prevent a “too many cooks in the kitchen” situation? This comes down to having extremely clear and distinct responsibilities. The model isn’t about having two people do the same job; it’s about having two experts lead their specific parts of the investigation. For example, one PI might own all client communication and final reporting, while the other has complete authority over fieldwork and evidence management. When each leader has a well-defined domain, you get a powerful partnership instead of a power struggle.
This sounds like it could create more management work. How do you keep it efficient? It does require more structure upfront, but that initial investment pays off by creating a much smoother workflow later. The key to efficiency is using the right tools. A centralized case management platform is non-negotiable because it acts as a single source of truth for tasks, updates, and evidence. When everyone is working from the same playbook, you eliminate the constant back-and-forth and administrative drag that can slow down a complex case.
What happens if the lead investigators just can’t agree on a major decision? You should have a plan for this before it ever happens. Your Leadership Plan needs to include a clear process for resolving disagreements. This could be a simple majority vote if there are more than two PIs, or you could designate one person to have the final say on specific areas, like budget versus operational tactics. For a true stalemate, your plan should include an escalation path, like bringing in a senior partner to mediate and make the final call.
