'Excuse me pal. You should be serving me now. I was next,' I said bravely, to the young barman and fifty-plus man who had nipped in before me.

Stats showing that customers don't much like waiting could potentially fall into the 'No shit Sherlock' category, but HospitalityGEM'S latest research goes a little further.

The extent of the annoyance customers feel when they receive slow service is revealed by the fact that 87 per cent of people would never come back after experiencing it.

And when they have made that decision it is too late for you to do anything about it, because only 48 per cent will make a complaint at the time.

The majority of people quietly seethe to themselves, or moan to a friend without raising it with the staff. And in fairness this is understandable. If you can't get a bowl of soup out in 20 minutes how long is it going to take for you to deal with a complaint?

For me, the issue is not solely about slow service, however irritating that can be, it is more to do with keeping the customer informed about what is going on. If a member of the team smiles politely and explains things are busier than usual most people are happy to wait that little bit longer for a table or a dish.

I'll give you two examples. One when I had to wait for an hour and another when I was left to wait for 10 minutes. It was the latter one that bothered me.

For the first I stopped at a pub after a trip to Peppa Pig World (I have kids, I wasn't there on my own). As you would expect it was full of parents desperate for a drink and a bite after a day riding on trains, balloons and Daddy Pig's car.

But as soon as we got to the bar we were told it would be an hour for food. We had the information, accepted it and went and sat in the garden with a drink until the food arrived (bang on time).

More recently I was in line to buy a drink at a managed house on the high street. It wasn't busy, I was with my wife and I was next in line to be served.

Then another chap - younger, bigger and more inebriated than me - sidled up to stand in a position at the bar closer to the junior member of staff who was working that section. The newcomer was served first.

Obviously I was annoyed but it was just one person – who, as we have established, was bigger than me - so I didn't make a fuss other than to look slightly grumpy.

Then it happened again. Clearly I didn't know the rules in this pub. It wasn't a case of who has been waiting the longest will be served but rather who stands in the position nearest to the barman.

I was seething and embarrassed. And I really wanted a drink.

'Excuse me pal. You should be serving me now. I was next,' I said bravely, to the young barman and fifty-plus man who had nipped in before me.

Now at this stage I would have been happy with an apology and confirmation that I would be next to get a drink. Instead of doing that and finishing with the customer he had started serving, the teen behind the bar put the pint he was pouring to one side to take my order.

Well, this just resulted in angering the guy who had queue-jumped me.

'Actually I was here before you,' he said menacingly. 'I just went to the garden and then I came back.'

Clearly this man did not understand the concept of queuing. He could do with a trip to Peppa Pig World, I thought. I generously explained this to him, for he was much older and shorter than the previous chap, but he seemed ungrateful for the lesson and would not accept I was next in line.

It was awkward and could so easily have been avoided. To be fair to the barman, he was young and inexperienced (he panicked when someone asked for a JD and Coke and started to look in the fridge for the mysterious drink) so the blame should really be apportioned to those responsible for his training.

Whoever's fault it was they have managed to lose me as a customer. And no, I didn't complain to his manager at the time, perhaps I should, but time is precious and I didn't want to waste any more of mine.