I made my round of banks today, as I was looking to open an account for a group that I belong to. While we are not for profit, we don’t have charitable status. We have few transactions and not a lot of money. You would think it would be easy to find information, but not necessarily so.
The first bank I went into was my own. I had other business to transact and when I asked the question of the teller, she told me that a financial services officer could answer my questions. She immediately went to find someone and in less than five minutes, I was sitting down with someone who could answer my questions and provide me with information.
The second bank I entered also had two tellers on staff. When I asked the same questions, providing the same information, I was told that the teller didn’t really know and that I should make an appointment with someone. They had no print info and seem flustered by my questions because that branch was going to be closing in February. Wait, February? But it is only October. Shouldn’t it be business as usual for a little while longer? She managed to print out some information, starting with an account that had a $20 monthly fee and a $15,000 balance. I was talking to the air apparently. I was in no mood to make an appointment there.
The third bank I entered was quiet. There was one teller and one person arrived just before me. While I was waiting in line, a second teller came over. She looked at me, looked at her watch and the put on her scarf and jacket and, checking her phone, left. It was fifteen minutes before five o’clock. She was either leaving early or late. If it was early, shame on her. If it was late, she had already been there fifteen minutes past her quitting time. Why not go the distance and see what she could do to help?
As you probably guessed, banks two and three aren’t getting my business. If the fourth bank in my neighbourhood treats me the same way, they lose too. So back to my original question – why not do more? Why not go the extra mile to help? The banks don’t know about my other investments. I could be wealthy and be looking to move my other accounts. Opportunities squandered almost all around.
The first bank? The teller came over while I was speaking with the financial services officer to check in. She reassured me that if I had any questions at all, even with my other accounts, he was a great resource. I understand that part of it is familiarity, but I didn’t always know the staff at the branch. They took the opportunity to reaffirm the reason I bank there. They decided to do more, and it made a difference.