I don't think you can underestimate how important it is to most people to be right.
People choose letting agents, the properties they buy, the workman to fix the roof ... just about everything... in many ways because it makes them feel right or at least diminishes the chance that they will be 'caught' being wrong.
The landlord is always right. When they're wrong, they're not your landlord any more, because it's better to flee than be wrong.
I know, there's a huge need to have right facts and right practice, particularly in lettings where quality of service is essential. Got that. My point is that we're so good at getting those sort of facts right that maybe, just maybe, we need to spend more time teaching people the other stuff. Short version: if your job can be completely written up in a manual, it's either not a great job or it's going to be done by someone cheaper, sometime soon.Other stuff .. like caring for the property as if it were your own, going the extra mile for a tenant etc etc?