The father simply had not understood what the boy was really asking. As a result, he gave an answer that was uncomfortable for him and useless to the questioner. Try to pinpoint the fear that sparked the customer's question and address it directly. Tell what you know. A question presents an opportunity for you to share with your customer the steps your bank has taken to ensure that it will be able to carry on business as usual in the Year 2000.
Banks depend on public trust.
Each employee should be given a synopsis of the institution's Year 2000 efforts. For that reason, we formed an internal Year 2000 committee a year ago to start looking at the problem. We have gone through the awareness phase and the assessment phase, focusing both on any internal effects, as well as exposure from external sources. We have devoted substantial resources to correcting problems and we're progressing on schedule. For customers with significant sums on deposit, more detail will undoubtedly be necessary.