I figure everyone has to have a good story as to why they started using a manual or why they've had to make some changes in it as a result of some of the stuff that happens day to day. For reasons that are obvious we put a manula into place about eight years ago... but some of my favorite sections are: No personal cell phones (actually had an employee stop and talk to someone on his phone while a customer was talking to him. Told the customer to hold) No cash advances - never had anyone ask for one since I put this in. Company not responsible for personal property (had a guy try to claim that his glasses fell off the dashboard because the foreman was driving too wildly - and they fell on floor of truck and got damaged... so company was responsible - right!) Smoking policy (had employees flicking butts on customer's property) What kinds of policies/procedures do you guys have?