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4. That's our policy. (To annoy/disappoint/enrage customers? To be a useless waste of space when a customer feels wronged? To face the moment of truth, when a customer decides whether he'll EVER do business with you again, by repeating the corporate version of "It's not my job?") (with thanks to Bob R).
5. I wasn't told to do that. (I didn't tell you to keep breathing, either, but you figured out that THAT was important, and you did it without instruction, right?)
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