Philip Brown once overheard an animated conversation between two women on a bus in Bristol on his journey home from work one day. They were each strongly voicing their frustration about the consistently poor standard of service they felt the bus company was providing. They continued for 10 minutes before Brown intervened. “You really must complain,” he told them. “Who to?” they asked. Brown gave them his card.
The women had no idea who Brown was. Although it is...
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