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@Peter - until titles and hierarchies determine the story that is being told, an organization will not be able to get out of its own way long enough to understand that things have changed.

@Carolyn Ann - wanted to see if you were still reading :) All kidding aside, what Seth is saying is that we want to connect with each other, not with the bank -- or its employees, esp. when they manage to screw up a simple request repeatedly like my soon to be ex-bank. I agree, we are asked to both wear a mask and lie through our teeth. In some cases, it's the only way to get anything done.

Two comments that seem to be diametrically opposed to each other? :-)

I believe Mr Godin is wrong. I do not wish to "connect" with the CSR at my bank; I merely want them to tell me if the bank can do what I want it to do. (The answer was "no". Darn!)

I'd also disagree with Mr Wilde; one the few occasions I do so. It strikes me that there are certain environments that both require a mask, and the ability lie heartily while wearing it. Mostly, Mr Wilde is correct. As usual.

I can't help but think you have described office politics, indeed politics, in a way that will stand the test of time. :-)

Valeria, I think you are on to something very important here. I wonder if many people are "letting go" -- allowing others to make it what they want it to be. -Peter

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