A few years ago one of our managers was in a cafe when a couple at the next table started to talk about a local chain of shops, one of our competitors. They discussed every shop in detail – turnover, profit and staff problems. Our man made his coffee last until he had a clear picture of the opposition. A month later two of their best managers moved on to our payroll. If information is presented on a plate it is a pity not to use it.

When a business starts trading badly there are always plenty of rumours – some true, most false. If you are buying a business and rumours really matter it is better to find out the facts for yourself. Before all our acquisitions we visited as many of the target shops as possible. After weeks of walking the High Street we knew as much, or perhaps more, about the business than the resident management.

As we go round, looking at shops and talking to staff we pick up tons of tittle-tattle. This is all useful background but the best information is gathered with your own eyes. Market intelligence is only helpful if you understand how to use it.

You have commented about the irritation of hearing the message "...away from my desk until...". The irritation on hearing that kind of message is immensely compounded by having to hang up and redial because there is no facility to return to an operator and speak to someone else.

More often that not you do not actually need to speak to that person, a colleague or similar should be able to help – if not then the service is surely falling down. Perhaps you could start a campaign to ensure all companies provide a facility to switch calls automatically to an operator or another person who is at his/her desk?

Perhaps it is my age or it could be my lack of patience but voicemail really irritates me. Every time the phone stops ringing and the recorded message kicks in my heart sinks. What I hoped would be a simple conversation may well turn into a major saga.

I don’t mind getting a message if I am calling a mobile but when I try to contact an office why should I be ignored? Why can’t the person at the nearest desk pick up the phone?

I hate voicemail so much it is banned in our office. Anyone who calls can expect to speak to a real person. No colleague is allowed to ignore a ringing telephone. It isn’t difficult to take a message.

I suspect some people permanently put their phones to voicemail so they can select who they talk to. The only way to get through to them is to send an impersonal email – and they probably won’t reply to that.

Technology has a habit of ignoring the personal touch, I am happy to cling on to a bit of old-fashioned courtesy.

We’ve been refused an extension to our existing overdraft. At the same time, my bank is trying to sell me an invoice finance facility to improve our cash flow – should I investigate this as an alternative? I’m a little cynical that my bank might be trying to get me to increase the profit it makes by moving me from an overdraft that’s 4pc above base rate to a product that’s effectively 15pc a year when you include all the charges.

First be honest with yourself – if you were a bank manager would you be happy to lend more money to your business? If you know you are a bit of a basket case be grateful for any help the bank has to offer, they are probably giving you a facility to avoid their likely loss in an administration. If, on the other hand , you are financially robust, don’t let your bankers dictate terms, you can always take your business elsewhere.

I’m told that invoice finance used to be a sign of desperation but is now more common and no longer carries a stigma, but it can be an expensive form of finance.

When dealing with bankers, accountants and lawyers never forget that you are the customer, and that they have competitors. Solicitors’ bills, audit fees and bank charges are all negotiable. These professional service providers might show signs of shock if you challenge their charges but their real dread is to lose your account.

For a banking relationship to work there needs to be trust on both sides, and it sounds as if you have lost faith in your guy. A good bank aims to supply the service the client needs, not just plug their most profitable product. Banks like to talk about their flexible range of facilities, but customers only care about the level of security and how much it costs to get the money.

Get your bank manager to put his offer in writing then see if one of his competitors betters it.