Anthony Hilton: A question of trust which banks don’t blooming get
Saturday 14 July 2012
City UK which is the promotional body for the financial services industry has a project aimed at restoring customers' trust. But progress is slow because you don't get results by standing on a soap box and saying, "Trust me I am a reformed character." You gain trust by doing the right thing, over and over again, one customer at a time. You do it, you live it, and eventually you get the credit.
Bank bosses in particular don't understand or accept that it comes from the bottom not the top so they keep failing to do the right thing. Thus in my local village the high street is transformed every summer by hanging baskets of flowers, organised by volunteers and paid for by all the local shopkeepers. For some, in current trading conditions, even £50 is a big ask. And guess who does not pay: the local branches of Lloyds and Barclays.
They spend thousands of pounds every night on television to advertise how they care about local communities and local businesses and local people. They spend a further fortune on corporate social responsibility programmes designed from on high to show how they care about down below. But they will not give their local branch manager even fifty quid and the discretion for him or her to spend it on a hanging basket or any other local charity. It's not the front line staff's fault. Some years they have been so ashamed they have paid out of their own pocket.
The Bob Diamonds of this world have stripped British banking of its human face and its sense of shared values. To be trusted, bankers have to be part of the communities they are meant to serve. Yet even now those left at top – a diminishing band admittedly – still don't get it.
Top Un: North Korean dictator Kim Jong-Un is Maverick as he poses with all-female pilot crew of the Anti-Air Force Unit
Belle Knox: How the porn star student from Duke University became bigger than Justin Bieber
Top 10 most expensive cities in the world: Singapore named costliest place to live – but what about London?
Oscar Pistorius trial: Athlete 'cheated on me' with Reeva Steenkamp, former girlfriend Samantha Taylor tells Pretoria court
Channel 4 announces two-hour TV show to be broadcast 'Live from Space' later this month
Apple's Tim Cook: Business isn’t just about making profit
Thousands of young people forced to go without food after benefits wrongly stopped under 'draconian' new sanctions regime
Ukraine crisis: New navy chief 'defects' and surrenders Crimean HQ as Putin claims ultranationalists forced intervention
Britain's top vet sparks controversy with call for ban on slashing animals' throats in 'ritual' slaughters for halal and kosher meat products
Ukraine crisis: Russia dismisses '3am ultimatum' as 'total nonsense'
If you're horrified by a flame-roasted dog, you should be shocked at a hog roast
- 1 The future of sex: The first female condoms were derided, mistrusted and shunned - but will their modern counterparts catch on?
- 2 South African rhino finally put down after roaming Kruger park for days with horn hacked off and bullet in brain
- 3 Italian pensioner hires an escort who turns out to be his son's girlfriend
- 4 Orgasm machine to deliver climax at the push of a button
- 5 Liam Neeson turned down James Bond role to marry Natasha Richardson
iJobs Money & Business
£12000 per annum: Inspiring Interns: The company works with Tier 1 FTSE 100 Ba...
£32000 - £36000 per annum + generous benefits: Pro-Recruitment Group: * TAX * ...
£37000 - £40000 per annum + £20000 benefits package: Pro-Recruitment Group: **...
£30000 - £35000 per annum + generous benefits: Pro-Recruitment Group: Mixed Ta...