Royal Bank of Scotland has been at the forefront of the current crisis for, mostly, all the wrong reasons. Following its near collapse it has instigated a savage culling of its staff.
It was a little surprising, therefore, to see it dishing out at last week's Deloitte conference a newsletter from Harvard Business Publishing titled "Don't let layoffs ruin customer service".
The bank has so far this year laid off 16,000 people and more are expected. According to the bank's CEO, Stephen Hester, the "losses of people have been damaging but not destructive".
The Harvard pamphlet is apparently one of a series of articles "specially selected for RBS customers". It is tempting to think that a maverick in the marketing department is having some fun by shipping boxes of this particular title which was the only one available on the RBS stand.
A full write-up of Deloitte's 21st European Hotel Investment Conference will be in next week's HA Perspective Online.