| How we respond to
you, our customers will influence your belief in our commitment
to you. A proactive response is often unexpected and will clearly
demonstrate our willingness to go beyond the expected.
This story concerns one of our employees
in Kenya, 'Grace', whose deep courage in talking about her
situation enabled Standard Chartered Bank to respond and help
her and others in her situation.
In 2003 Standard Chartered Bank introduced
an HIV/AIDS policy, which includes free access to antiretroviral
(ARV) therapy wherever possible.
'Grace was trembling with fear. I told her that everything
as going to be fine. I reached out and took her right hand
firmly in her left hand. I knocked on Hart's door, opened
it and entered. Mike Hart rose from behind his desk. He came
around his desk to shake Grace's hand. He invited her to sit
down and then pulled up a chair for himself. He was facing
Grace. The first thing he said was, 'I want to help you…But
I can't help you unless I understand what you've been through,
and what you're going through today.'' ….
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