Today, after voicing my frustration to an insurance company, I received the following reply, in writing, from a service co-ordinator.

'My philosophy is that a company is doing well not when the Management is happy but rather when the Customer is happy.  Moreover I expect reasonably good service from my own service providers and hence I have a moral responsibility to extend the same to my customers'....before he proceeded to solve my problem.

Can we bottle his magic formula, one that clearly places 'connection' at the centre of customer service? Congratulations Tom - the business world needs more of you!