Just before Christmas one of my higher-spending horse customers wanted a special type of feed that we don't normally stock; like dog food you cannot keep everything but an order is an order. Unfortunately, the way Christmas worked with days and dates we missed two weeks of supplier deliveries so it would literally take three weeks to get this order in. Not how I normally expect to fill customer orders, but it was out of our hands. When I eventually got it in, I was a bit surprised the customer was not in a hurry to pick it up until she told me they’d lost the horse to colic on Christmas day. The family were all so devastated that Christmas and New Year were ruined. And there’s me standing there all happy and smiling telling her I have her horse feed, and that’s £17.50, please.