Exceptions and expectations

Author:: David DeCristoforo
Updated:: Oct 9, 2019
Original:: Oct 9, 2019

I have always maintained that exceptions are a myth, much like scrap inventory. We all have policies regarding how we deal with things like customers wanting changes made or employees wanting some form of special consideration.

We are often asked to make an exception to these policies. An employee may want to come in late or leave early. Or a client may ask to change the door style halfway through the job. Whatever is being asked, be careful about how willing you are to accommodate the request. Because the easiest way to create an expectation is to make an exception.

Once you have allowed the variance, everyone is going to figure that they too are entitled to the same consideration. “You let Bob come in late last week, how come I can’t come in late tomorrow?”

So, before you make an exception, think about whether or not you are willing to establish a new policy. The exception will become the new paradigm.

This Business About Woodworking

We all have protocols. Whether it’s a construction method or payment schedule, for example, these protocols are communicated to our customers in the hope that we will have a smooth, trouble free relationship through the course of a project.

Over The Workbench

This Business About Woodworking

I have a lot of pieces of wood that are too good to throw away but too small to really be useful. We sometimes call pieces like this scrap, but I have always maintained that there is no such thing as scrap.

This Business About Woodworking

In our business we are often asked to do things a bit differently than we’re used to. People want to individualize their projects. They don’t want to pay premium prices for something that looks just like what they could have bought at the local furniture store.

This Business About Woodworking

It’s not unusual or unreasonable for people to want something unique. We are not all the same and that’s a good thing.

This Business About Woodworking

It is often said that the customer is always right. Obviously, this is suggesting that the customer should always be accommodated in whatever he or she wants. And, to some extent this is a good policy. It can often lead to a very happy and satisfied customer. But not always.

This Business About Woodworking

How often have we been in the position of having to do something, knowing that there is a tool or a piece of equipment that could get it done easily, quickly and efficiently? Personally, I have been in this position many times.

This Business About Woodworking

A response to a recent post contained a link to an article on dealing with “toxic” employees.

This Business About Woodworking

Legalese is everywhere. We are commonly asked to sign documents, terms of service agreements, for example, or insurance policies that are book length and incomprehensible.