Define an exception
Separate ordinary work from events outside the approved process. Examples include an unusual refund request, a missed delivery commitment, a budget overrun, or a vendor failure. The team should know which decisions it can make without asking the founder.
Require a complete decision request
Each entry needs the facts, customer or operating impact, options, recommended action, owner, and deadline. Include the relevant evidence. A message that says please advise transfers thinking to the founder; a complete request makes review faster.
Set escalation thresholds
Define authority by risk and consequence, not only dollar amount. An inexpensive issue can be urgent if it affects safety or a major client promise. Assign a backup decision-maker so the process does not stop when the founder is unavailable.
Turn repeats into systems
Review recurring exceptions weekly. Update the policy, training, template, or workflow that would prevent the same issue next time. Track resolution time and repeat frequency. The goal is fewer avoidable escalations, not simply a more organized inbox.
Buyer Checklist
- Define team decision authority
- Require facts and a recommendation
- Set risk-based escalation thresholds
- Assign backup decision-makers
- Convert repeated exceptions into process changes
Frequently Asked Questions
Should every exception go to the founder?
No. Send it to the person with the required authority and expertise. Escalate when the issue exceeds the agreed decision boundaries.
This guide is educational and does not replace transaction-specific legal, tax, accounting, lending, insurance, or valuation advice from qualified professionals.