So I'm trying to find out flight information and I wander into Thomas Cook in Kingston. It seems like a reasonable move to me, after all they are a travel agent. Sadly, however, I am served by a dead-eyed Saturday girl, who is clearly dreaming of being elsewhere and who informs me "We've just got a new flight system, and I don't know how to use it". She takes my phone number - someone will call me later. Only of course they don't.
But then round the corner it is a different story. STA travel, and I am served by Jen. Smart, knowledgeable, chatty, interested in my requirements. Twenty minutes later I have the information I need. When I get around to booking my flights, I know where I'm going back to.