Andrew Griffiths gets it.
His advice, "Don't lose a good customer over a few cents".
Simple, but a good reminder nonetheless.
Don't let BS rules take the place of common sense, educated judgement and logic — no matter how much you'd like to cut costs.
Right now is a time to make investment decisions and divestment decisions. IMHO, there's no better investment, for my money, than a keeping a customer happy.