Quality – conformance to standards

While drinking my cup of tea in a Marks & Spencer cafe recently I read this on the wall. Hmm. The old codger who served me had certainly mastered the fine balance between time, temperature and texture. He took so long to serve my tea it was mildly tepid and had the texture of, erm, water. Job done!

(OK, so maybe their promise only applies to Lattes)

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