Once again, I’ve found the secret of being highly competitive. SERVICE!
Missed Opportunity #1: The Bank
My wife recently received a notice from her bank that, because she has had no activity in her account (it’s a CD and we let it roll over), unless she presents herself to the bank, her funds will be turned over to the state of CT as ‘unclaimed funds’. Joyce wasn’t too happy at the way the bank was handling this. Evenso, she went to the bank to let them know she was ‘still active’ and to not turn her CD over to the State of CT.
The Bankers from Hell
While my wife is waiting to talk with the branch manager, she’s sitting next to where the teller windows are located. One customer approached a teller to make a withdrawal. Another teller — not the one working with him — sees what he’s withdrawing and says (out loud!), “Wow — that’s a lot of money! Are you going to buy a house or what? Or maybe you’re going to the casinos? If so, I’ll go with you with that kind of cash”.
My wife was appalled. The man was clearly uncomfortable. And not one staff person said anything to the offensive teller.
It Gets Worse!
When my wife got to speak with a manager about her ‘unclaimed asset’ account, the manager couldn’t get someone from the bank’s home office to take her call to explain how to process the form my wife received — and the manager was not familiar with it (great training!).
The manager apologized to my wife saying, “I don’t know why they’re not picking up”. (Yeah? Well, I think I do!)
The Most Egregious Sin of All
What’s so sad about this situation is that this bank is currently running a TV commercial showing how they go to great lengths to ‘service’ their customers.
In one commercial, a branch manager actually opens up her branch early because one of her valued customers forgot her passport in a safe deposit box and needed it to go on a trip. That’s why ‘marketing’ and ‘operations’ need to align or the customer will suffer and then so will the revenue-stream they generate for this bank!
Long story short, this bank’s inability to know what their staff is doing that creates a negative experience for their customers, or train them to perform in a professional manner and have managers who will not tolerate it when they perform badly . . . has cost it our business. In America, we ‘vote’ with our pocketbooks and wallets.
With unprofessional / unacceptable behavior tolerated from their staff and the commercials being run on television I think this bank needs to take a long, hard look at their operations rather than which media they can use to push a message that is out-0f-touch with the reality they deliver in-person.
What your business DOES speaks so loudly it matters not what you SAY in your marketing materials. Your behavior communicates more powerfully than anything else to your customers. Don’t ever forget that!