File under “Ammo”: a Saul Bass anecdote with which to buttress brand-experience design:
“When my NatWest business cheque book finally did arrive with its tweaked logo and grown-up colours I was reminded of a Saul Bass story which might interest those responsible for the bank’s new look.
When the design legend was invited to refresh the livery and visual identity for a chain of gas stations he drove into one of them to check out the customer experience. The forecourts were filthy, the attendants sloppy and the service virtually non-existent. When he called the client to find out what plans they had to address these issues, he was told not to worry because all that was expected from him was a bright new look and feel. He walked away from the job.”
Petafloptimism 
When I worked in advertising several years ago I was invited to a brainstorming session for a large oil company/chain of gas stations. When I said all I want is help from a friendly person they stared at me like, “You just don’t get it.” That was the last brainstorm I was invited to!