The reason I ask that is in the customer service world, let's say you're checking in and you have extra baggage; I say I have to charge you for it; you say, no, you want to speak to my manager; and the manager says it's okay, I'll let you carry this one on for free. That makes the front line person look not very good.
If I'm a veteran and I go to you, the front line, let's say in Halifax, and you turn me down, saying, no, we can't do it, but then it goes to Charlottetown and they approve it, that makes the front line person look not very good, don't you think?