One of the crucial aspects of working at a Library service point is rule enforcement, a task that can be demanding, under-appreciated and also subject to some scrutiny. The rules, which typically focus on patron safety, the safety of staff and the protection of institutional property and spaces, are critical to the smooth operation of any library. However, Access Services personnel are sometimes accused of being indifferent to good customer service, leading some library staff and administrators to view the Access Services function as being a culture of "no." / Rule enforcement covers a host of dimensions, many of which will be discussed in this presentation, including enforcement style, the occurrence of enforcement vs. non-enforcement and the consistency of application of the rules. / This presentation will focus on how to balance the tension between these two "competing" concepts to create an environment that allows staff and users to thrive. Topics that will be covered include the importance of organizational culture (including the philosophy of rule enforcement), the creation of key policies to guide enforcement, the importance of training and re-training, and issues surrounding adequate staffing. Furthermore, because rule enforcement tends to lead to accusations of unfairness or even discrimination, these topics will be addressed as well.