Rules are for people who need them. And not people who serve customers.

You don’t teach people rules unless they cannot reason. If they can reason you teach them to do what is right. If they cannot reason, and do what is right, then they should never see a customer. Ever.

Whenever you encounter policy or rules rather than reasons you know two things: (a) the person is incompetent (b) the management is incompetent, and you can assume a third thing (c) that someone is trying to lie, deceive, or steal from you.

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