When getting my PMP certification, one of the principles hammered repeatedly in the training materials was “no gold plating.” “Gold plating” is going beyond the approved project to give the customer more than was asked for. You give the customer exactly what was asked for, says the code of ethics, and you get approval through an integrated change control process if you want to go beyond that.
When crafting in Shop Heroes, you can randomly get a critical success, which raises the quality of an item. Higher quality items are worth more, are stronger, and break less often on quests. The customer, however, ordered a lance, not a good lance, and will not accept a good lance to fill that order. You can spend energy to suggest the good lance (at a higher price) or spend another 10 minutes crafting a lance. If you get “lucky” with crits, that customer might be waiting a half-hour while you keep trying to work down to his standards.