“Courteous treatment will make a customer a walking advertisement.”
Have you ever gone into a place with all kinds of attitude? Like this: “I am unhappy with my checking account. I want to make a formal complaint in writing and I want to speak to the branch manager. NOW.” Well, if you’ve ever wanted to, but didn’t, I did it for you. Yep, that was me today.
I recently switched banks. And I recently paid off my last few straggling bills – online. Well, I was given the wrong account numbers by the teller when I asked for the account and routing numbers of my checking account so all of the bills that I thought were paid, actually came back a few days later as not only unpaid but past due. Add in to the mix some bizarre technical difficulties, bad timing and miscommunication and you have the perfect storm. I wanted to see heads rolling.
As it turns out, being given the wrong account number set in motion a whole chain reaction, but it was all fixable and the branch manager did just that. For every bit of my pissed off-ness, he was calmness. For every item on my list that was messed up, he had a solution. He called companies, he got hung up on, he wrote letters, scanned documents, was placed on hold. He tracked and traced, verified and apologized. He made it right. Then I wrote a very nice letter to his manager about all that he had done. Maybe he’ll get a promotion.