Yesterday I flew up to Scotland with a colleague, Phil Clarke. For a week or more, I’ve been telling Phil how good the breakfasts are on British Midland. In fact, I would go as far as to say, it’s why I’ve always asked for a British Midland Flight. Expecting scrambled, egg, bacon, hash brown, sausage, grilled tomato, tea, orange juice, roll, butter and jam, I was astounded to receive . . . a bacon roll and a cup of tea! Most disappointed (and made to look somewhat daft). Next time, I’ll try BA again. It’s what the HR people would call a “Hygiene Factor” and it works just the same with customers as employees. All the time the great breakfast is there, people take it for granted. The cessation of it however, leads to huge dissatisfaction. Bring back the Hot Breakfast, BMI!