Originally Posted by LondonAussie

In a job I've long since quit, I was told by my manager to stop being so helpful to customers because they will learn to expect the same good service next time and then be disappointed when they don't get the same experience from a different colleague. I still remember how he explained it as needing a consistent experience, and it being much easier for him to ask high performers to adjust down to the lowest common denominator than to ask low performers to up their game.