Yet Another Failed Attempt at Customer Service
Once again, I am absolutely blown away by the lack of customer service displayed in today’s competitive market, and this time from my own neighborhood bank! I love the convenience of my bank being inside my local grocery store. It’s so close and the long hours that they are open, make it nice to conduct transactions on my time schedule. However, just because it’s local and it’s a bank I have been going to for two and a half years, I was amazed how not one person recognized me today.
Aren’t banks supposed to be competitive today? Aren’t banks trying to bend over backwards to get your business? And, it is not like I was trying to withdrawal money without ID, that would have been WAY too much to expect from my local neighborhood bank (did I say I have been going to this bank for two and a half years?). My husband and I were coming home from the gym and we stopped by my post office box and was happy to receive a check. Instead of going home and getting my business stamp, deposit slips and ID, I just had my husband swing by my bank across the street thinking it would be really simple to give them the money and know that they were more than capable of depositing the money into my account. I told the woman at the business window that I wanted to deposit a check and that I didn’t have my ATM card with me or my deposit slip. And, since I was coming home from the gym, didn’t have my ID. I told her I had 4 accounts with them and surely there is only one UpFront Presentations, only one in Nevada and only one in Nevada at 9030 W. Sahara Ave. She found my account. Then the real opportunity to treat a loyal customer well, was lost.
The way this woman treated me felt as if I were a complete stranger asking her for an unreasonable request. I was shocked. She really treated me like “Hey, I don’t know you so I don’t want to take your money.” I looked at the other teller who always deposits my checks and who usually says something nice (albeit now I realize not sincere) and off I would go. So I looked at her and said; ‘Hey, you recognize me don’t you? I’ve been coming here for two and a half years!’. ‘Nope. Sorry.’
She acted like she had never seen me before and that I was trying to do something totally outrageous. When I get this kind of customer service, or lack of customer service, I usually ask for the manager. However, much to my surprise, this woman who wasn’t taking my money, was the manager. Now, I am wondering, not only where is the customer service training in this small, neighborhood branch in my local grocery store, but where is the empowerment of the manager?
I tried to make it easy on her. I said ‘I trust you. You can see on your screen UpFront Presentations, Marilyn Sherman. I trust you to put this money in that account. Really, I don’t want anything back, just deposit it.’ She then tried to tell me she was protecting me, that they could have put it in the wrong account and I assured her, that if they did, I would come back with all of my ID, deposit slips and signature stamp and the receipt of her deposit so that she could correct her mistake if she made one.
Here’s my message. Don’t treat your customers like they are doing something wrong. Give your customers the benefit of the doubt if every once in awhile, they forget their ID. Oh, yeah, and here’s a good one – when you greet your customers with “Next in line” and “How can I help you today?” try looking at them in the eye, not only establishing eye contact but establishing a relationship. If you haven’t gotten on board the “Selling and Keeping Customers is All about Relationships” boat, you’re out of luck because that boat is sailing away with your customers on it, docking across the parking lot to your competition.
I do like to look at the bright side of things, so here’s how I choose to look at this:
I am grateful that I have a great career in speaking and training.
I am grateful money is coming in from my clients.
I am grateful that I have a choice in where I bank and that I can now choose another bank.
I am grateful that after spending a frustrating 10 minutes in my neighborhood bank, that I now have another story for my corporate speeches on how NOT to treat customers.
Marilyn Sherman
Owner, UpFront Presentations (The only one at 9030 W. Sahara Ave #444 in Las Vegas Nevada)
For more information on helping your employees not make the same mistake this bank did, go to www.MarilynSherman.com or call 1-800-323-6287. FREE ARTICLE ON HOW TO HANDLE AN UPSET CUSTOMER - If you would like to know the steps to use when turning an upset customer into a fan, e-mail Marilyn@marilynsherman.com and request “Steps for Handling Upset Customers”. Enjoy!
