Exceptions to the rule...(these) are in fact emphasising the same rule. But what about the exceptions themselves?

Exceptions and incidents require more than a common response. When business is "as usual," it is normally not difficult to manage. But now the exception. That is when you can make a difference. That is where you can show who you are, and what the value is of your approach.

The anecdote published recently in USATODAY serves as a fine example.