The exception you granted once is now your policy

A one-off concession is almost never priced as what it actually is: a permanent liability bought at a moment when only the benefit is visible.

By Steve 5 min read
Abstract bridge artwork for The exception you granted once is now your policy

A customer asks for something slightly outside the standard. Net 60 instead of net 30. A Saturday delivery. The monthly report in their template rather than yours. Five per cent off because the order is a little larger than usual. Someone with the authority to say yes says yes, and they are right to: it costs almost nothing, it closes the deal or calms the relationship, and it is clearly understood on both sides as a one-off. Two years later, that term appears in every contract that customer signs. Three…

Keep reading for free

Create an account to read the rest.

The whole library is free. No card, no subscription, no trial that quietly ends. An account simply lets us know who we are writing for, and opens every article from here on.

  • Every article, in full, at no cost
  • New articles published every weekday
  • Takes about twenty seconds
Create a free account I already have one

Free means free. We will not charge you for the library, and you can read as much of it as you like.

Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

More on Operations

Scroll to Top