Last updated on January 15th, 2016 at 11:21 am

Earlier this week I came across an example of the importance of listening to what your customers are saying and not assuming that what you think you are hearing is what is actually being said.

There is no mains gas at home so the hot water is powered by an oil-fired Rayburn in the kitchen.  This obviously means that every so often I have to ring the heating oil supplier and ask then to deliver some fuel.

The week before last I realised that we would be getting low on oil so rang Wirral Fuels, the local oil supplier that I’ve used for the past 5 years.   Continue reading →