Mistakes in business can be expensive—sometimes very expensive. And this one? It cost me $8,000. Not just in cash, but in reputation, future referrals, and ongoing business. All because we broke our own rules.
The Cost of Making Exceptions
We let a client operate outside our carefully built systems and protocols. We didn’t want to lose them, so we allowed them to communicate and submit requests however they saw fit. Emails, texts, voice memos, random Slack messages—we accepted it all.
Big mistake.
Because we didn’t enforce our structure, their requests fell through the cracks. There was no tracking, no oversight, no built-in fail-safes. No one had visibility, and nothing was centralized. That meant we had no way to confirm what had been done, what hadn’t, or even what was originally agreed upon.
How It All Unraveled
The client requested that we terminate an employee from payroll. We acknowledged the request and said, “Okay.” But because we let the client work outside our structured system, there was no official tracking, no assignment, and no oversight. The termination was never processed.
For eight months, we continued paying this employee. Eight months of salary that never should have been issued. Eight months of a preventable mistake that I should have caught—because I know better. I’ve been doing this for nearly 20 years, and I should have stuck to the system that ensures these errors don’t happen.
Fast forward to when the client realized the mistake. They reached out, expecting that the employee had been terminated long ago. Instead, they found out that thousands of dollars had been paid out unnecessarily. And there was no way around it—ethically and professionally, I had to refund them.
What We Really Lost
Losing $8,000 hurts, but the financial loss wasn’t the worst part. Here’s what else we lost:
- The Client – They no longer trust us, and we won’t be working together again.
- Future Revenue – The client had recurring work with us. That revenue stream is now gone.
- Referrals – A happy client is a walking testimonial. A burned client? They don’t just walk away quietly—they tell others.
- Reputation – One mistake like this can plant seeds of doubt in potential clients. Are we as reliable as we claim to be?
The Hard-Learned Lesson: Systems Exist for a Reason
This was a painful reminder that structure isn’t just about efficiency—it’s about protection. We have systems in place for a reason, and every time we make an exception, we’re risking everything we’ve built.
And let me be clear—I’m not mad at the client. This was my mistake. I should have enforced the systems that keep things running smoothly. Sometimes, it’s okay to say ‘no.’ If a client refuses to work within your structure, they may not be the right fit. Your systems exist to ensure you provide your best service, and you can’t do that if there’s no tracking, no accountability, and no visibility.
Here’s What We’re Doing Differently Now:
- No More Off-System Requests – All work must go through our established project management and communication tools.
- Strict Documentation Requirements – Every request is documented, assigned, and tracked. No more lost or forgotten tasks.
- Clear Client Onboarding & Education – Clients must understand our process and commit to using it. If they refuse, we aren’t the right fit.
- Internal Accountability – Every team member has visibility on requests, ensuring multiple layers of oversight.
Would I Make This Exception Again? Absolutely Not.
This mistake could have been avoided if we had enforced our structure from day one. But instead, we tried to be “flexible”—and it cost us.
So let this be a lesson: Your business systems are there to protect you. Enforce them. Educate your clients on why they matter. And if a client refuses to work within your structure? Walk away. Because trying to accommodate them might just cost you $8,000—or more.
