“So you do still need to leave a nomination, an expression of wish with your provider. And please, please, please keep it up to date.”

“Apologies really have these two components to them. So one is that they express empathy. I wish that didn't happen to you. But then there's this other piece that's accepting responsibility or taking responsibility that you were the one who caused that.”

“If you can keep an accurate, informative customer list that you can act upon, that's a very powerful thing. Whether it's a CRM system, or whether it's just manually, you're putting these customers into a spreadsheet and keeping it up to date”

“Their profits went up, because they sacked a third of their staff, and replaced them with AI, but suddenly, oh dear, their clients are not happy”

“When you are advising a client, you should say, well, this is a document that I'm sending you. I'm your lawyer. It's subject to legal privilege. Don't circulate it without discussing with me first.”