Here is a line that will save you a lot of pain. Exceptions are not edge cases. They are the product.
If you are a service business, the exception is the work. It is the special request. It is the weird customer. It is the rush job. It is the "can we do it this way" message that shows up at 4:55. If you ignore that and automate the happy path, you will build something that only works on quiet days.
What an exception looks like
These do not feel like edge cases when they happen every week. Here are a few common ones:
- A customer needs a different invoice format.
- The job needs a second site visit.
- The delivery window changes.
- The request comes from a different email than normal.
- The team has to chase one missing detail.
A real example
A business automates onboarding. Payment comes in, welcome email goes out, the folder is created, and kickoff times are offered. It looks great.
Then the client says, "We need to add a second contact" or "We have a PO process" or "Our legal team needs to review this." Now the workflow has a branch. If you did not plan for that branch, the automation stalls, people panic, and the team goes back to manual work.
The simple fix
Before you build anything, do this short exercise.
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List the top 10 exceptions. Not every possible one. Just the top 10 you see all the time.
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Decide what you accept. Some exceptions are worth it. Some are not. Write one simple rule like:
- "We accept rush jobs only if we have 48 hours."
- "We support PO invoicing only for repeat clients."
- Design the workflow for reality. Add the branch on purpose. It can be a simple step like:
- "If exception, create a task for the owner."
- "If exception, pause automation and notify ops."
The point is not to automate everything. The point is to stop being surprised by the real work.
Why this matters
Exceptions drive your cost and your stress. If you design for exceptions first, your automation becomes stable, and your team stops babysitting it.
If you want help with this, book a discovery call. What is the exception that shows up the most in your business?