With technology making banking easily achieved there is not often I need to go into an actual branch of the bank.
Last week I needed to visit a branch of a bank that I don't have an account with and get a bank cheque with a friend, check out what happened...
It was a Thursday and Pension Day...
The line was out the door and at one stage I counted 24 people in the line.
There were 5 Tellers open, 3 staff in Customer Service, a Concierge staff member checking on what people were lining up for and directing people into which line was suitable for them...
I was amazed the customer service was above anything I had ever witnessed in a bank.
Then, this man approached us as the concierge lady was busy to ask what we wanted and we said "a bank cheque please". He said, "one of the tellers will be able to do that, you shouldn't have to wait too long, it is pension day" with a smile.
I looked at his name tag which revealed he was the Bank Manager! He then went to the next little old lady that had a walking frame and said "come to my office and I will assist you"...
When we got to the teller, she said "I'm sorry you had to wait", to which my friend replied, "it's OK, we understand that it's pension day and all these gorgeous ones are getting the money they've been waiting on".
She then went about getting the bank cheque and said "the fee is $10.50 for the cheque", we got out cash to pay her and then she said... "You know what? You don't have to pay today, you can have this cheque for free"...
We then needed to speak to a customer service person about Internet Banking and one of the Loan Managers came out to the lineup of people waiting at customer service and said to us "I can help you, come to my office".
Off we went and she says "I don't have a computer at home, I only use these at work, I have an IPhone and on pay day I can log into internet banking, pay all my bills and get out of bed broke... (laughing) If I can do it you can"...
She set up the account and password and then gave us her personal business card with her direct line on it with the words "not Wednesdays" because she doesn't work in that branch on that day!
We both walked out smiling wondering if all that really had happened?
Next I went to another bank in which I was depositing this cheque.
I walked through the doors... There was 1 Customer Service lady serving 1 customer, there were 3 Tellers, 1 was serving a customer and the other 2 were chatting amongst themselves and totally ignored me.
After about a minute one of them left and the other one looked over to the Teller serving made a huffing noise and said "next please".
I walked up to her and said "good morning, I would like to deposit this cheque into this account please".
She took the cheque and filled in some paperwork and then processed it without saying a word. She gave me the receipt and said "all done", I said "thanks, have a wonderful day".
Now if I were shopping for a bank that day, which bank do you think I might choose? Yes, which bank indeed!
Customer service... People service... How do you service your customers or the people around you?
Ripple on...
Last week I needed to visit a branch of a bank that I don't have an account with and get a bank cheque with a friend, check out what happened...
It was a Thursday and Pension Day...
The line was out the door and at one stage I counted 24 people in the line.
There were 5 Tellers open, 3 staff in Customer Service, a Concierge staff member checking on what people were lining up for and directing people into which line was suitable for them...
I was amazed the customer service was above anything I had ever witnessed in a bank.
Then, this man approached us as the concierge lady was busy to ask what we wanted and we said "a bank cheque please". He said, "one of the tellers will be able to do that, you shouldn't have to wait too long, it is pension day" with a smile.
I looked at his name tag which revealed he was the Bank Manager! He then went to the next little old lady that had a walking frame and said "come to my office and I will assist you"...
When we got to the teller, she said "I'm sorry you had to wait", to which my friend replied, "it's OK, we understand that it's pension day and all these gorgeous ones are getting the money they've been waiting on".
She then went about getting the bank cheque and said "the fee is $10.50 for the cheque", we got out cash to pay her and then she said... "You know what? You don't have to pay today, you can have this cheque for free"...
We then needed to speak to a customer service person about Internet Banking and one of the Loan Managers came out to the lineup of people waiting at customer service and said to us "I can help you, come to my office".
Off we went and she says "I don't have a computer at home, I only use these at work, I have an IPhone and on pay day I can log into internet banking, pay all my bills and get out of bed broke... (laughing) If I can do it you can"...
She set up the account and password and then gave us her personal business card with her direct line on it with the words "not Wednesdays" because she doesn't work in that branch on that day!
We both walked out smiling wondering if all that really had happened?
Next I went to another bank in which I was depositing this cheque.
I walked through the doors... There was 1 Customer Service lady serving 1 customer, there were 3 Tellers, 1 was serving a customer and the other 2 were chatting amongst themselves and totally ignored me.
After about a minute one of them left and the other one looked over to the Teller serving made a huffing noise and said "next please".
I walked up to her and said "good morning, I would like to deposit this cheque into this account please".
She took the cheque and filled in some paperwork and then processed it without saying a word. She gave me the receipt and said "all done", I said "thanks, have a wonderful day".
Now if I were shopping for a bank that day, which bank do you think I might choose? Yes, which bank indeed!
Customer service... People service... How do you service your customers or the people around you?
Ripple on...