Finance committee  I was getting monthly reporting before. If I got weekly reporting on the various things that go on in our business, there would be a lot of reports. This is one that I've given particular attention. It's on my accountability that this is set right, so I put the weekly reporting i

Finance committee  No sales goals on a teller's scorecard, no cross-sell whatsoever.

Finance committee  The process to handle complaints I believe is effective. There are mechanisms within the bank to escalate if that's.... As I said before, the majority of cases are rectified in that manner, but there's also an opportunity to escalate beyond the bank if a client so chooses.

Finance committee  Similarly, I would say that in the last three years or so our aggressive shift to a more intense focus on customer focus has been clearly communicated through our network. Our people love it. They love this empowerment to look after customer needs. It's very clear, as is our code

Finance committee  Similarly, our targets are balanced, and the way we look at employee feedback is balanced as well.

Finance committee  Ditto. Our client satisfaction levels are at the highest they've ever been, and that's for doing that very thing.

Finance committee  I have a couple things on that. We take regulation very seriously. All of our people are licensed appropriately for what they sell. Our customer experience model is based first and foremost on discovering the needs of a customer. There is a four-step process through that model

Finance committee  You began the question with a profit objective. The surest way to achieve business success is through the success of your customers, and that's exactly how our people are focused. In terms of tellers, tellers have no product-specific goals. Hence, anything that they do in terms

Finance committee  Advice is actually a good thing. Some of our most engaged customers have received our advice, and it's helped them, and it has benefited their lives, so advice is a good thing that we provide.

Finance committee  I'll begin. It's important for you to know that we believe in strong regulation, and regardless of who the regulator is that we're working with, that's something we take very seriously. We think the best thing we can do is to have our house in order in a way that abides by that