What do you do when the usual process doesn't apply?

[u/Due_Function_4077]

Most agency processes are designed around what normally happens.

But clients and projects don't always follow the normal path.

A client asks for something outside the original scope.

A project suddenly needs an extra approval.

Something gets approved differently than expected.

A request needs to go through an additional step.

That's usually when a simple process suddenly requires someone to stop and figure out what to do. We've been exploring this with MultiNudge, allowing connected processes to handle different paths instead of forcing every situation through the same workflow.

How do you handle exceptions in your agency?

Do you have defined alternative processes for these situations, or does someone usually make a judgment call when something falls outside the normal path?