Dear Community Banker X: Your technology is behind. Your ATM is dysfunctional and you don’t seem to care whether I can easily do business with you or not. I’m sending out an SOS.
You're a bank who advertises, sponsors lots of local events and has employees at all the chamber of commerce meetings. Maybe you’re wondering why your marketing isn’t working as well as it used to.
Two weeks ago I needed to deposit a paper check at a local bank before it was open. The ATM couldn’t dispense an envelope so I scrounged up an envelope at the bottom of my purse only to discover that the ATM couldn't take my deposit either. I came back after hours (about 12 hours later) and the bank was still unavailable to do business with me.
I frustratedly drove around to the archaic night deposit drop. I stepped out of my car and slipped my envelope through the slot—after dark, which I really do not like—but not before I scrawled a note of frustration on the outside of the envelope.
Whoever opened for business the next day had to have seen my envelope because my online banking shows they received the deposit. Did he or she not read my message?
This bank really must not care because I haven’t heard a word. And it’s been two weeks. They’ve had plenty of time to make it up to me.
Boiler-plate training manuals tell employees to smile, call the customer by name and ask “Is there anything else I can do for you today?” They make sure there are cookies in the lobby and the coffee is hot.
What’s harder—and even more important—is creating a culture of problem-solving employees. People who will take responsibility and treat the business as if they were the owner, rather than sweeping the frustrated message into the waste bin with an "it's not my job" attitude.
A high performance brand has employees who take notice of the customers’ signals of frustration. They reach out with a call and a solution.
Is this bank so inundated with frustrated customers that they can’t possibly all be answered? If so, there are even bigger issues looming ahead.
Every banker knows that once a customer is signed up for ACH paychecks, online banking and automatic monthly payments it’s a huge hassle for a customer to leave.
This makes some banks lazy. They think it doesn’t really matter: once they have the customer, he’s a customer for life. That may be so.
But if that customer is dissatisfied, he’ll never recommend that bank to a friend. And if he has new financial needs, I can almost guarantee he’ll go to another financial institution (recommended to him by someone else).
Customers don’t need a brick-and-mortar branch on every corner. Just as they have come to depend on Netflix and their DVR, they want their financial institutions to be available when they have the time to manage their finances. They expect technology that enables them to bank at their convenience. They also expect real people to help them when they call.
Owners must wisely invest in their business to be viable for the future. Those who put care into their brand, the employees and the technology will come out on top.
How would your company stand up to similar scrutiny? The cleverest marketing on the planet won't help if you don't invest in the business of your institution.
I’m shopping for a new bank. I think I can manage the hassle that will get me to a relationship that is satisfying for both of us. Will you notice when I—and my money—are gone? Have a nice day.
Only for requests regarding imprint and company. If you have further questions, please use our "contact form".
Pursuant to section 19 (3) AStG, we have to inform the consumer on paper or another durable medium (eg by e-mail) about the alternative dispute resolution, if we can not agree with him in a dispute.
Hello, everyone! I have come to learn something about myself that I never thought would be something I'd enjoy, questionnaires. I usually hate answering questions, I'm usually the one to ask the questions! But as the months have gone by, and DMs have come in, I have found I LOVE answering other peoples questions and [...]
"I am". Two of the most powerful words you could use to start a sentence. What comes after 'I am' will determine how a lot of things will go for you in life. I want to help people be kind to themselves; to help give yourself grace and be patient with yourself. I want to [...]
HI GUYS! It's ya girl. So I was browsing along on a few other blogs and came across a common trend of a Beauty Tag. No one personally tagged me but I thought it was such a fun idea so I tagged myself! I thought it would be a good way to get to know [...]
"How I feel about myself is more important than how I look. Feeling confident, being comfortable in your skin - that's what really makes you beautiful." -Bobbie Brown Hello, you beautiful humans! If you've seen my Instagram stories lately then you have probably noticed how much I love subscription boxes. I am currently subscribed [...]
Now, I know what you’re thinking.. ‘another post about skincare’. But I HAD to update you guys on a few new products that I’m loving! And let me tell you this, you’re gonna love them too! First, I’m gonna be honest, I have really sucked at sticking to a strict skincare routine. I am still [...]
Hello, Beautiful People! I wanted to share a topic that I have been thinking about a lot lately. Positivity. As a disclaimer I just want to say this is so so hard for me most days. I am not the most positive person and my husband often reminds me to look at the positive (so [...]
Hello, Friends! As promised I am going to write an honest review on the Tula starter kit I got a few weeks ago! To be honest I was VERY skeptical about the product because everyone and their dog promotes it. But honestly it did everything it said it would.. and that's why everyone promotes it [...]