I had a simple request at a bank that I go to infrequently. They have never been friendly nor have they really cared about my business. So, I moved most of my accounts out to their competition. Today, I went in and noticed a hand written name tag on the teller. I wanted to make a simple change to my account. She took my ATM card and driver’s license, did a bunch of pounding on the keyboard, then handed my cards to a guy at a terminal next to her. She said ‘He will help you.’ I am confused. I then, started the process over again with the new guy with yet another hand written name tag. Who was this guy? Was he new? Was he an intern? Why didn’t the first woman finish my transaction before helping the next customer? Color me confused. New guy banged on the keyboard for a very long time when Frenchie asked “Are you having trouble finding our account?” To which he replied, “It’s not letting me do what I want. I have to call a manager.” Okay, I guessed right. New intern guy. Then, eventually we were escorted to an area and asked to sit down while new guy intern pounded on a new keyboard. Eventually, I asked “So, who are you? And, why weren’t we taken care of by the first woman?” The explanation was swift. “Oh, she’s a teller. I’m a banker.” Banker! I guess he wasn’t new intern guy. But, then again, what’s the difference between a teller and a banker? Neither one really greeted us or seemed to care about what we were trying to do.
Wow. After 20 minutes we decided the simple act at this branch wasn’t as simple as we thought. And, since we still weren’t given any love here, we’re going to simply take all our accounts to their competition and close this one. As we walked out, I thought of so many other ways they could have handled this!
First woman: “Hi. Welcome to Wells Fargo. How can I help you?”
After hearing our request, she could have said: “Sounds great! Let me get Arie, he is our banker and handles all the maintenance of our customer’s accounts. Do you mind stepping over here?”
Arie could have said, “Hi I’m Arie. I handle all the requests like this. I’ll be glad to get this handled for you!”
First woman and Arie – “By the way, we call this ‘hand-written name tag Friday! Ya want one?”
Alas, none of the above happened, no real eye contact, no explanation or introductions, just apathy. Am I expecting too much from my banker or teller? Am I just oversensitive to customer service because I am a motivational speaker who makes a living helping people improve their performance to improve company results? Would love to hear what you think.
From your always error on the side of too much care motivational speaker, Marilyn Sherman