It also means that customer loyalty can’t be taken for granted. You need to work to justify your customers’ ongoing willingness to use you, because switching is easy and it’s tempting every time you get a bad experience. But this means higher standards across the industry as a whole, happier customers and happier staff – few people really enjoy doing a second-rate job. Most would love to excel, but many are held back by businesses that tell their staff that too much quality is not only unnecessary, but harmful to their bottom line.

Here’s hoping.”