5 thoughts on “Barclays Bank: what are the customer experience folks up to? (part II)”

  1. I once went on a time management course.

    On day 2, one of the attendees strode in two minutes late

    The presenter (who had no doubt used the line 100 times before) pointed out to her that it was her decision to be late, the course was not important to her

    When she objected, he asked her if she would have been late if there had been £1 million waiting for her, provided she was on time

    He kind of had a point

    JL

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    1. Hello James
      Yes, that is pretty much my experience when it came to my participation in the Landmark courses. Everyone from Landmark was rigorous and impeccable with their word. If the course material said that the course would start at 9:00 it started at 9:00 not 8:59 nor 9:01. That was the level of relationship to our word that was modelled by Landmark and which was in turn demanded from us. Whenever any of us came up with excuses they are shown to be just that excuses. I got to see that there is never any reason or excuse for not keeping your word. Yes, I may or may not keep my word. That was just so. And no matter what excuse or reason I came up with that did not alter reality: I made a promise, people counted on me to keep that promise and I did not keep that promise! The whole Landmark experience was a powerful wake up call to give up being sloppy in all areas of life and live impeccably. Not easy to do in a world where our cultural practices are sloppy, encourage sloppiness and our word has about the same worth as toilet paper.

      All the best
      Maz

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  2. Hi Maz,
    Horror story!

    Sounds like they’ve designed a process where they have ‘chucked’ all of the elements together in the vainglorious hope that it’ll all work fine. You can’t chuck any amount of flour, yeast and water together and think that you’ll make bread. Why would it be different for banking or any other business?

    Adrian

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  3. Hi Maz,
    Horror story!

    You can’t ‘chuck’ a bunch of elements together and hope it works out. A bit like …any amount of flour, yeast and water chucked together doesn’t make bread. It requires a recipe. Why would business banking or any other type of business or endeavour be any different?

    Adrian

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    1. Hello Adrian
      I strive to be a ‘glass half full’ kind of guy. And the consolation is that all great experiences and all horror stories make for insight and material that I can share with my fellow human beings on this blog. Coming from that context I am grateful to Barclays – the experience was so bad that it was worth sharing!

      All the best
      Maz

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