It’s in the little details.
The little things, the things that catch people by surprise, the things they don’t expect, the things that make people smile.
People have a preconceived notion about how things work. They assume they know what’s going to happen.
Stereotypes exist for a reason.
Certain businesses, certain industries, certain companies - this is how most people operate.
You can happily ignore them though and just do it your own way.