[Jamie89]

Originally Posted by rubymoo

at this point i wanted to grab the jug off her and smash it across her bony little face!

Good to see you Ruby! I think a lot of the time people who act like jobsworths, it's partly to do with arrogance, like a sort of power trip in a way. It's not necessarily just a case that 'rules are rules and I'm following them', but more it's a desire to enforce the rules. And I guess there's nothing technically wrong with that because it's not their fault the rules are there, but yeah it can be really frustrating sometimes if you're a customer and you can see that the rules really aren't all that important, and I'm sure we've all had situations where rules have been bent for us and it's felt really good, led to a better customer experience.
I remember reading a story about a bus driver who wouldn't let a woman on the bus late at night because she was 20p short of her fare so she had to walk home and she ended up being attacked. And that isn't technically the bus drivers fault, he was just following the rules, but sometimes common sense/common decency and looking at the individual situation would tell you to make an exception for some people, some of the time.