I agree with the customer confidence problem. However, whilst BASSA clearly are not helping with customer confidence, it is Walsh's confrontational approach which is stirring the hornets nest. He prodded and got a reaction, but has failed to see how his continued prodding is affecting the business.
He is the senior partner and confidant in this dispute. His reactions and actions drive the union and he must balance his actions against damaging our shattered reputaion further and losing customers in this fragile market.
I stated many months ago, a clever manager could have got their changes through. Walsh isn't clever in that respect, he behaves like a thug which isn't endearing or inspirational, (unless you happen to be a thug as well!).
Just one other point. Can you run a high quality service with cheap and transient staff, such as the 'waterstones' work force envisaged by Francis, who do a couple of years before getting a 'real job.'