All day I'm caught in the middle, the company pushing rules down and the customers pushing complaints up, and I'm the person standing in the gap. It's taken me a while to see that I can't carry both sides of that. I'm slowly learning which weight is actually mine to hold and which was never mine at all.
More people experience this than they realize.
You're caught between the company and the customer, learning what's actually yours to carry.
If this sounds familiar, the Library can help you find the bigger picture.