<!-- bryant-content-generator:start --> # Arbitrary rules irritate customers and teach... > Arbitrary rules irritate customers and teach employees to stop thinking. Policies that forbid a small taste or a reasonable exception, applied without judgment, signal that the business values rigid procedure over people. Train staff to use discernment case by case, because good service depends on critical thinking. **Source:** [[livestreams/Class as Conduct — Manners, Thoughtfulness, and Service - Workbook|Class as Conduct — Manners, Thoughtfulness, and Service]] ## Share on Social Media ``` “Arbitrary rules irritate customers and teach employees to stop thinking. Policies that forbid a small taste or a reasonable exception, applied without judgment, signal that the business values rigid procedure over people. Train staff to use discernment case by case, because good service depends on critical thinking.” — Bryant McGill https://bryantmcgill.com/quotes/quotes-arbitrary-rules-irritate-depends-critical-thinking ``` <!-- bryant-content-generator:end -->