Hi Lynn – not sure what to say. My inbox is already filling with industry people who feel misrepresented – yet again. There’s so much good stuff in the industry, so many people trying very hard to fix what’s broken. Ok Paul made that stance at the start but it wasn’t explored.
I feel particularly disappointed at the editing. The juxtaposition of customer comments with extracts from conversations eg the American “have a nice day” with a first direct agent – it so misrepresents what first direct do.
It looked like “which clips can we use to illustrate the point we want to make” rather than any insightful journey.
