Telling the customer that they are breaching guidelines.

"This cannot be against the guidelines. We always did it that way"
...
Ehm. You did what?

“Behavior you fail to correct is behavior you allow to fester”

Sounds like they’ve always done it because nobody rolled up a newspaper, bopped them on the nose and gave them a stern “No!”.

Document the infraction, let them know they need to do better, but be prepared to launch some boots up some asses if they continue.

@Frederick > "That must be the dumbest excuses"

And yet, completely valid when "the system" can be blamed vs. the users taking responsibility for doing something they know they should not do.

I can almost hear the the users' response.

"It's not our fault....the system let us do it."