Forum Discussion

Homeownership's avatar
Homeownership
Contributor 4
13 days ago

I've found that every "exception" eventually becomes a policy. Once the same situation happens a few times, it's worth documenting so the next customer benefits from the lesson.

  • AnthonySalazar's avatar
    AnthonySalazar
    Jobber Ambassador
    12 days ago

    That’s a really good way to put it. Repeated exceptions are usually the business telling you a policy is missing. I’ve found that if the same situation causes confusion more than once, it probably needs to be added to onboarding, terms, or the customer communication process.