Tuesday, 18 November 2008


There are four new Barclays in the UK. London, Birmingham, Manchester and Brighton. I was prepared to be grudging in my interest not ever having used Barclays but I was blown away.
It’s a big space with real people in open cubicles talking to customers down one side and a counter at the end for currency and straightforward transactions, loads of ATMs, a comfortable waiting area and a control, co-ordination area run by bright cheerful girls who direct you to the right place.
The floor seems to be limestone – no horrid carpet tiles. It’s classy, airy and Terminal 5 up-market. A place you wouldn’t mind spending some time.
Upstairs they have great but little, smart and functional offices and a waiting area that is really smart for business customers and big transactions.
This is the future and I like it.
Customers are being treated like important human beings and do you know I saw staff and customers talking, laughing and having a good time.
To end this when I congratulated John Varley he wrote a delightful – “I’m always here for you” letter in reply. And you know I believed him.
This is a revolution.

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