Hi Jamie,
The customers don't get it because they maybe don't know too much about it. Some folk say that they gave their customers a leaflet explaining the process before thay actually changed over. Some were OK with that, but others read the leaflet and still asked daft questions! Just mention Health + Safety, cost of Insurance, privacy for them, etc etc.
Do a search for "wfp" and "leaflet" to see if you can dig them out. Scroll up to the Cleanitup toolbar for the search button.
