The law always wins, but that doesn’t mean you have to lose when it does. I’m using “law” in a very, very broad way. Synonymous with system, business, campaign, art, etc,.
I ran a program that didn’t allow any exceptions to a deadline. It was law!
Illiteracy, family death, wrong mailing address, whatever the reason, it would never lead to an exception in the deadline. During the program’s conception, the strict deadline seemed like a good idea; it put the pressure on those applying and made them aware there would be no exceptions. Unfortunately, that didn’t stop them from calling with their sob stories asking for exceptions.
I’ve learned pretty quickly if you’re going to push something out before it’s near perfect, be sure to allow for changes, for flexibility, for exceptions. Write in the law that you have the power to change the law. No fine print. No contact forms or application sheets. There are always exceptions. Always. You don’t have to define them ahead of time, but you need to be prepared for them when they arrive. And they will arrive.
Sadly I wasn’t there when the program’s statute was being written. I had no say, no power to change it, to suggest a clause that would allow exceptions. It was too late. This was troublesome for me because I’m a person who would rather find a way to say yes than to say no, regardless if it’s an extremely rare case or a simple courteous plea for an exception.
I once read about a CEO who gives each of his customer service employees $900 a month to spend on making things right with customers. If people expect you to make things right, then you have to tap the unexpected by making them more than right. The expected and unexpected is what divides a one-time-purchase and a loyal customer.
The program was doomed from the start and has since been sunset, discontinued. Had there been provisions for flexibility in the statute, authority to make exceptions with those running the program, and a budget to make things more than right, the program could have grown into something remarkable, instead it’s over, done, kaput.
Never ship a concrete block, concrete business, concrete program unless you can chisel away when someone pleads for a round block, an exception, a refund.
Better yet, why not ship concrete mix instead?
Stay Positive & Versatility And Malleability Is Essential For Business Longevity
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