“If you want to change a person, you’ve got to change the situation.”
My mind went back to the time I worked for Wells Fargo, back when dinosaurs roamed the earth. Keep in mind, this was well before the account opening scandal, but the pressure to sell was made crystal clear.
When an institution is not built for the express purpose of serving their clients' interests first and foremost, it risks undermining them.
We want to believe in the essential, unchanging goodness of people, in their power to resist external pressures. Dr. Zimbardo, a pioneer in social psychology, demonstrated in his 1971 landmark study, the Stanford Prison Experiment, that, "the line between good and evil is permeable and almost anyone can be induced to cross it when pressured by situational forces."