I wrote out the lyrics for both songs, and kept them on my desk, covered by a Perypils newsletter. I peeked at them during the longer calls, trying to commit them to memory. One call went on for ages this morning - it was an elderly gentleman, who had called to ask us to stop addressing letters to his "diseased" wife. I kept asking what was wrong with her, but he just got more and more upset. He hung up in the end. Our old customers do get very confused sometimes.