Almost two thirds of the customer service agents used the default browser, never questioning whether a better one was available The Originals by Adam Grant (2016) It should go on record that I, sometimes irrationally and against my better judgement, question all conventions, policies, and established ways of doing things. In fact, when I read the above from The Originals a couple months ago, I responded by underlining the quote and hastily scribbling around the passage “Arg!