Of course, we may look at rule breakers more frequently. If people are constantly late or going over the limit, we don't want to give them that much leverage to overextend themselves.

It appeals to people who don't want to worry about transferring balances. When you have a low fixed-rate card, there's no reason to be jumping around.

We don't want our good customers subsidizing our bad customers or those that are more challenged. It's not just one bad move. It's really looking at a customer's portfolio as a whole and deciding what product is right for them at the time. Each one is priced to their own risk and what's going on at the time.

It looks like someone we got a (mailing) list from had some inaccurate information. I'm sure we need to get her off the list.

I remember when I used to sit on hospital beds and hold people’s hands, people used to be shocked because they’d never seen this before. To me it was quite normal.

I felt compelled to perform - to do my engagements and not let people down. And they supported me, although they weren’t aware how much it carried me through.