THE express wealth train once led banks to recruit a small army of 'relationship managers' who fanned out selling structured products.

Now this relationship lies limp on the tracks, under a broken-down train.

And the relationship managers are nowhere to be found because their job was really to sell and not to manage a meaningful relationship with a customer.

Investors are now hurting, their life savings wiped out. When they turn to their banks or financial institution, they suddenly learn that there is really no one who cares.

Relationship? What relationship?

It's all business, my friend. You should have known that you were taking a risk when you bought the product.

Why come crying to the bank when your investments turn sour?

So, when good times return, banks will need a new name for their sales force.

Please don't talk about relationships because everyone will know they do not exist.

However, if banks are indeed playing the long game, they should see this crisis as a magnificent marketing opportunity.

Instead of the millions spent on ways to woo investors in boom times, use the money to seal their trust in the bank now.

Don't get all technical and legalistic now with people asking for compensation for their failed products, like Minibonds.

Instead, err on the side of generosity.

Write off the compensation as an expense to build a solid customer base - one based on trust and loyalty.

Once burnt, customers will be twice shy.

So review the cases with compassion, like that of an investor who will not walk for life.

Consider those who are educated but did not fully understand the literature on a complex structured product.

They may not be silver-haired or illiterate, but there are many other 'vulnerable' investors out there.

To restore full confidence in our banks, you cannot rely on Government backing, Mr Banker.

Show investors that they can really count on you - in good times and bad.

This article was first published in The New Paper on October 25, 2008.