Who is the customer?

Early January and the snow had fallen. Naturally the UK was in chaos and the TV news reader was pleading for us all to take it easy and be careful on the roads. I said to my 15 year old son, Euan, to tell the bus driver to be careful on the roads, with a joking smile. “Not likely Dad, he’d throw you off. No, there are rules to obey when using the bus. You have to have the right change otherwise you’ll annoy the driver, and you have to…

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