Reading what today is brought a smile to my face but
others perhaps not so much. Yesterday I went to my bank for two transactions;
close a safe deposit box and cash a check.
Here is what happened.
As I walked inside the front desk person lowered her head
and turned to her computer so I went to the teller line first. I call the teller by name and provide my check
for $250. I request five in $10 dollar
bills and the balance in $20 bills. She
takes my check and says “How would like the cash?” I repeat it to her.
Then she says “Would like some $5 and $10?” I repeat my request
to her. She then says “So you want 10 in
$20 and five in $10?” I say “Yes please. “
I go to the other area to close my safe deposit box and after
a short while she turns and asks if I need any help. I tell her that I need to close a box and sit
down because I know that I will need to sign a form. She asked if I was in a hurry and I said that
I had the time. She then tells me that
she does not know how to do it and will need to either wait until her manager
returns from lunch or she will need to check to see how to do it. I indicate that I would prefer not to wait
until the manager returns but if that was necessary then I would. She excuses herself from the desk then
returns asking for my driver’s license. I
give her the two keys and we go to the box to confirm that it is empty. We
return to the desk and she asked if I had both keys. I pause and she realizes that both are in her
hand. She pulls the contract and I sign
where indicated. She then replies that
she will get with the manager for further information as to what she might need
to do.
I am a retired banker with 38 years in the industry so I
understand the importance of customer service, training, listening, communication,
and meeting or exceeding the expectations in a customer interaction. These are key customer factors within any
industry. It was an interesting experience.
I could clearly identify with the
frustrations of a customer and this time I was the customer.
There are numerous banking choices but at this point in
my life I have learned to expect or anticipate the “Needs Improvement” category
which is a banking examination term. I
was not frustrated with the situation but felt sympathy for the other
customers. I am not changing banks since
at this point in my life I am more concerned with the financial stability of the
bank and I can sleep at night knowing that my accounts are secure.
If the subject were technology then I would need to add “Don’t
get me started.” which is another
conversation all together.
Yes, I am shaking my head.
