All too often, we are ready to complain without thinking. While, as a nation, we may have been too ready to put up with mistakes or poor service in the past, now we are just as likely to err too much in the opposite direction.

In this age of internet shopping, telephone call centres and automated customer service, what never ceases to amaze me is how few businesses are able to handle simple transactions like a change of address.

When promoting the please and thanks web site recently, an American businessman commented that, after living in the UK for over 10 years, he was still struck by the lack of politeness and common courtesy here.

We firmly believe that, as well as making life better for everyone, courtesy is very beneficial to business, leading to increased productivity and profitability.

Considering that Christmas heralds the season of goodwill to fellow men and women, the stress it can create can very quickly turn us from kind, considerate human beings into angry, impatient animals.