Article: A fun factory delivers: let staff have a free rein to put their ideas into practice. It will work wonders.(Careers file)

I pray thee leave, call home the heart you gave me....' Billy Dobinson, a customer assistant at Marks & Spencer's Metro Centre, is reading aloud from a book of love poems. Every now and then he stops reading and unashamedly plugs his Valentine's Day champagne & chocolates promotion. Billy thinks he looks as cool as Connery playing Bond. His colleagues laugh and tell him he looks like a bouncer at Spearmint Rhino. The customers are in stitches. Billy laps it up.

Melanie Willey has spent the best part of a day getting rid of outdated till restrictions. Since removing them, customer queues have become shorter. She always knew this would happen but didn't feel like ...

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