As an order system approaches its final stage of development, the most challenging issue becomes how to handle exceptions that fall outside the system.
For Sato Farms, the most representative example is “receiving the rice directly by hand.”
At first glance, it seems simple: “Just subtract the shipping fee.” But once a “no-shipping” option is added to the system, new patterns emerge—order changes, refunds, special handling—and the operational burden grows rapidly.
More exceptions mean more refunds, more coordination for hand-delivery, and more work that must be managed outside the system. And if the handling differs from customer to customer, it inevitably leads to the feeling:
“Why was that person allowed hand-delivery, but not me?”
This is why I believe:
“Exceptions may exist, but they must not occur frequently.”
This makes the wording of the guidance critically important.
Hand-delivery is possible in certain cases. However, depending on farm work conditions, we may not be able to accommodate your request. If you wish to receive your order directly, please contact us before placing your order.
These three lines acknowledge the possibility of hand-delivery, yet prevent it from becoming a casual, freely selectable option.
In other words, hand-delivery is not a customer-side choice. It is an exception granted only when I receive prior consultation and confirm that I can accommodate it.
Farm work changes drastically with weather, timing, and seasonal progress. For this reason, hand-delivery must be something I personally judge based on the farm’s situation.
This leads to the three-layer structure of Sato Farms’ order system:
① Layer One: The System (handles only standard orders)
The system is the foundation for processing regular nationwide orders. By keeping exceptions out of the system, it remains stable, simple, and durable.
② Layer Two: The Guidance (acknowledges exceptions, but does not make them casual)
The guidance informs customers that exceptions exist, while clearly stating that they are not freely selectable options.
③ Layer Three: My Judgment (final decision based on farm conditions)
Orders may come through the website, by phone, or in person—multiple entry points are fine. But all orders are ultimately managed in a single ledger, and hand-delivery is treated as a limited exception decided by me, based on the realities of farm work at that moment.
Convenience alone is not a reason to build every possibility into the system.
Keep the system simple. Make the guidance clear. Let exceptions be decided by me.
This is the foundation for an order system that protects the rhythm of the farm and remains usable for many years to come.