Being connected

As I was going to be out of the country on business, I decided to let my bank and chargecard providers know, so that they didn't give me hassle on checks. American Express were, as ever fast, efficient, polite and gave me connections, references and anything else I might need if I did hit problems. A pleasure.
Then I rang my High St Bank - one of the big four, and recipient of much taxpayer cash. It took forever, via a mindnumbingly bad automated system, and when (after 12 mins) I did get to talk to a human, she made a note on file, but told me she couldn't action anything, as it was outsourced and computer driven. If I hit a problem, there is a long distance premium number I can ring to try and sort it out. Terrific,

The point is not to winge., but to remind ourselve that morale and attachement is about being felt to be part of something - connected, recognised, respected. There is a great article by Ed Brenegar here which is itself derived from a powerful discussion on a social website we are both part of.

American Express win. My High St Bank does not.

Comments

[Ed Brenegar]

Thanks, Richard, for the link to my Weekly Leader column on Morale. Your readers should also know about an e-book that you, your daughter Caroline, and a bunch of other people helped to create on morale. Managing Morale in a time of change can be downloaded at http://edbrenegar.typepad.com/ManagingMoraleinatimeofchangeATriiibesdiscussionebook.pdf. Comments and questions can be posted at http://edbrenegar.typepad.com/leading_questions/2009/09/morale_a-triiibes-ebook.html.