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NTL was jetliner in power dive, says leaked memo

Kind of thing that demotivates employees, apparently...

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Morale at NTL is low, according to a recent survey of employees at the cableco.

A memo from boss Barclay Knapp found that only four in ten of employees (or "associates" as they're called at NTL) are "proud to work for NTL".

Worse still, only a third said they would recommend NTL as an employer.

"We've focused so hard on our costs, we've lost sight of what really gives this company its personality and makes the difference to our customers: our associates," wrote Mr Knapp.

And he believes this lack of enthusiasm, this lack of "passion" is also rubbing off on customers.

"I think that [lack of passion] reflects on the service we give our customers. Don't get me wrong, I don't know anyone who comes to work to do a bad job; I know some of our processes don't work; I know we still have a lot of work to do on our systems. But I also know that even in the 'old days'...people felt passionate about our business, and our customers sensed that. That's why we used to win customer service awards. And personally I think it's pretty hard to have genuine passion every day if you don't feel valued for what you do."

So, he wants to rejuvenate some of the pride and passion back into the business and get back some of what used to make this place "'feel like' ntl".

He also used an intriguing metaphor to describe the rapid descent of the company over the last couple of years.

"When the telecoms markets first nose-dived back in 2000, I likened the experience to having a window blow on a jetliner at 25,000 feet," mused Mr Knapp.

"Although it's controllable, you have to almost crash-dive the plane to below 10,000 feet so that at least you can keep breathing. And because of the steps we've taken, even though we've flown through a heck of a lot of turbulence, we're still breathing and the plane's still in one piece. The same can't be said for some of our competitors."

In a rousing finale continuing his airline metaphor, he gives a heartfelt message to all those who've had one hand on the sick bag and another on the emergency exit.

"If you've been one of the co-pilots, I know it's been incredibly difficult to keep the plane on course with a window blown out and no let up in the heavy turbulence we've been flying through. If you've been out there serving the passengers, I know it's been just as hard to keep your focus on serving the passengers rather than worrying about what's happening to the plane. "

The leaked memo appeared on the nthellworld Web site - a bitch site bought out by the cableco. ®

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