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Originally Posted by orangebird
ah-hem.... ntl is an american company.... :o
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The important decisions aren`t being made by Americans, and they are the ones with the knowledge about service culture.
*Edit* To put some context on that, Burger King and McDonalds are both technically US companies, but the UK franchises are so far removed from the US parent companies that they may as well be entirely separate. America understands that
fast food should come quickly, the UK operations don`t seem the grasp that fundamental point.