Cust: I'd like a fitting appointment please
EM: Would you like the next available one or one from later on in the day?
Cust: The next one available, is there one now?
EM: Not right now, it will be in 20 minutes, is that ok?
Cust: (to her husband) Oh! We can do that coffee thing!
EM: Ok, so we will see you in 20 minutes
(Customer comes back 35 minutes later, there are two people due in for the fittings after her)
VG: Unfortunately we were expecting you back 15 minutes ago and there are ladies booked in after your slot, so the fitter will be bale to be with you for five minutes and then she has another lady waiting for her
Cust: What! I was told to come back later!
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