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Now, why not extrapolate this to any job in the bank? It applies everywhere, also in banking: will a person who sells banking services achieve the ultimate objective of making his/her customer their FAR, when he/she abuses his/her power, such as overselling or overcharging?

How do you perceive the banking industry?

As a consumer and owner of a small- or medium-sized enterprise, I think that banks still have room to improve when it comes to service effectiveness and efficiency. Also, the banking profession's image has been tarnished quite substantially over the past few years.

«On the other hand, let’s also not forget that we are ‹only› human»

Therefore I believe every person that works for a financial institution has a big responsibility every day to improve the perception of the profession and build long term relationship with the clients.

Could you elaborate on what improvements you mean specifically?

It would be interesting to find out in how far every employee in the banking industry is aware of what a tremendous responsibility and opportunity he or she has in improving the image of their business. If they viewed every existing or prospective customer as individuals, without just seeing them as potential revenue contributors, the whole interaction could be greatly improved.

Let’s always remember what’s truly important: never to miss a day to try and improve whatever it is we are doing. On the other hand, let’s also not forget that we are «only» human and not to let setbacks or missed opportunities bring us down.

Swiss-born Adrian Jacklowsky is the owner of Gustav Kaeser Training International, or GKTI, for Asia Pacific. After graduating from the University of Zurich in Switzerland, he worked in various functions for Swiss pharmaceutical firm Roche in Europe and the U.S. and moved to Asia 20 years ago. In early 2011, he took over the license for GKTI for Southeast Asia and for Asia Pacific in 2017. Based in Singapore, Jacklowsky also acts as the Deputy President of the Swiss Club Singapore.