The really worrying bit in all this is the previous comment "What suits them and not the customers they serve". The basis for this comment and others like it, has been going on for years which is a possible explanation for low customer retention. Not listening to those nearest the customer AND taking notice AND acting accordingly is another basic error. As the ex md said "there are no fiefdoms in briggs", sorry don't know where he was looking but there always were and still are.