An org can always go too far in the opposite direction, but this is not an excuse to never talk to the customer. The latter is much more likely, so the warning to not get “into bed” with the customer falls flat.

This is a common pattern here. Alice says 0 degrees is too cold, I prefer 20C, Bob chimes in “100C is too hot, it’ll kill us.” Ok, well no one said or implied to crank it to one hundred.