"John Turner" wrote in message
. ..

My wife and I run a small model shop where we are totally reliant on the
good will of our customers. We've been doing that for almost twenty
years, but not many customers come back if you treat them with contempt,
so we have to treat them well.

The difference is that bus drivers, TOC staff et al know full well that we
*have* to use their services - we can't take our business elsewhere at a
similar cost - so they can treat us with as much derision, contempt and
sneering bad-attitude as they like and we are powerless to do anything about
it.

On the odd occasion when I have reported to a company an instance of
appalling behaviour, I have no doubt that, despite the palliative letters
and promises that it would be dealt with, no mention of it would ever have
been made to the offenders.

Ian