rang a customer 2 years back to book a boiler service in, phoned answered and I went is that Mr "Smith", got the answer no it is his son, dad died an hour ago, I will get Mum for you....... Mum came on the line, oh yes we just got back from intensive care, we had the machines turned off so he passed away......... by this time I was a gibbering wreck wondering what to say, but she carried on for 20 minutes about this n that until i suggested I call back in a month or two to book in a service.....
She is stil a customer, lovely lady, but I havent forgotten that call in a hurry.