Sir: Catherine Shuttleworth’s points are well made (‘Tesco’s ’feet on the floor’ plan is a positive step, 1 October, thegrocer.co.uk). I would add that there is also a great deal to learn about a retail business through talking with - and listening to - the front-line colleagues. They are the last in line - and they are not dummies. Understanding the last 30 yards from back-up to checkout is the mark of a wise shopkeeper.

John Gray, via thegrocer.co.uk