We're all so used to crap service and "computer says no" responses that when someone does something helpful it's almost unsettling.

Mrs P and I went to see Cirque du Soleil last night. When she booked, she chose seats in the raised stalls. When we arrived at the Albert Hall, it turned out we'd been given seats at the edge of stage, below stage level. Useless, in other words. The usher told us that that the layout had been altered at the last minute.

That's all very well, but when you book one thing and get another, which is massively inferior, it's not satisfactory. We went to the box office expecting a shrugged shoulder and an "it's sold out, nuffink we can do" response.

Instead, the curteous and helpful box office manager apologised profusely, explained why it had been out of their hands and promptly offered us some of the company seats they hold back, in prime position.

Mistakes happen. It's how they are dealt with that matters. I don't know his name, but the Albert Hall box office manager last night was as good as it gets.