How do you manage your exceptions?

Robert Young · October 30th, 2015, 09:56 AM

How do you handle exceptions in your business? Do you?

If I go to McDonalds I can order either at the counter or at the drive thru... I cannot stand out in the parking lot and yell my order to the building and expect service. I usually cannot call them and have them deliver to my house, etc. What if they did cater to each and every exception like these examples.. imagine the disruption to their workflow...to their employee requirements and to their safety liabilities. Does this make sense? They have a certain way of doing business you either do it that way or go somewhere else, correct? Nothing bad to you or to them that is just what works for their business model?

I realize you are leaving money on the table if you Don't cater to your oddball requests OR do you gain efficiency in your entire operation by not catering? Customer service is one thing but does that mean you have to cater to each and every demand that is not part of your model?

Let me know your thoughts. thanks!

Ghostwork Ink · October 30th, 2015, 01:49 PM

Robert,

I agree with you 100%, every business has a different order of operation. My company is an online company, there's many things we offer that many companies do not, and some things we pass on that some companies may do for their customers.

As far as requests for a different ordering process, types of printing, and a change in terms and conditions; We do not changes these thing's for anyone. We'll go as far as printing on different garments that aren't available on our website, different delivery options and other minor order changes they may have.

I feel, if your business is doing good and you see growth every year, keep doing what you're doing. If things aren't working out for you, you may want to take the "Yelling out the order in the McDonalds parking lot" route and start with a different approach for customers requests.

Robert Young · October 31st, 2015, 10:06 AM

Thanks Ghostwork Inc for your input.

It is also a function of size I am thinking. If you only have 25 clients then YES, resounding YES, you are going to do whatever they request to keep them happy. As a business grows they implement procedures and methods of operation. They realize they cannot be ALL things to ALL people but have to pick the strategy that matches their goals.

In a perfect business world you would hope to satisfy every client, but at some point the exceptions could take up more resources than the revenue those clients provide... at that point you are not only working for free for those, you are actually Losing money each time those clients order from you!