customer does not follow documented procedure

A real field tension. Your approach: 1) Don't shame or lecture — first understand WHY (maybe the procedure is unclear, or they found a workaround). 2) Diagnose: is it a training gap, a process problem, or willful? 3) If it's the procedure, fix the procedure and communicate the change clearly. 4) If it's a safety/quality risk, you escalate firmly — that's non-negotiable. 5) You build buy-in by explaining the 'why' behind the procedure, not just enforcing it. The key line: 'I treat a procedure that isn't being followed as a signal — often the fix is making the procedure better, not enforcing harder.' It shows judgment: you're not an inflexible enforcer, you're a problem-solver who protects quality and safety.