The key to a successful speech is being totally in tune with your audience.

Lloyd's chief executive Richard Ward may be a novice in insurance with only six months in the job, but he has public speaking down to a tee.

In his latest speech, Ward set out the importance of delivering a first class service.

He said: "As a nation, we have a reputation for providing some of the very best and worst customer service. For example, there is a worldwide regard and demand for our schools, butlers, nannies and hotels. But on the other hand, queuing for and accepting slow and bad customer service has become something of a national pastime."

Fat cat insurers will no doubt have identified with Ward on the advantages of a well- behaved butler, unfortunately Backchat is more in tune with the delicacies of queuing for slow and bad service.