They think that they are very different, but they are not special when dealing with customers. Okay their set up is not the same a usual bank as they see their business as a "retail store" with a coffee shop included and NOT a bank but it's not out of this world and as creative as they think, i.e over 20 years ago many LARGE and small Building Societies spent years focusing on CUSTOMER service and if you treat people fairly and give useful advice they will sick with you. It is really a time for change at VM ? It will be interesting to see how staff adapt to the CY group setup if it goes ahead! Don't hold your breath there's going to be JOB cuts and branch/STORE closures, for sure.