For the last several days, I’ve been going back and forth with a reader who says she’s an operations manager for a bank and has 10 branches reporting to her.
I feel like she was looking for someone to write a new book and base it on the religion she wanted to start.
You know the kind: ” Here’s my opinion, find some data to back me up. We’re going to do it like this, because we want to, not because the data suggests that the customers want it. “
I’m not a koolaid drinker, nor do I blow smoke up people’s asses very well, I just tell the truth, sell the product and move on.
It’s really that simple and you know I like simple.
But I’ve been wrong before and maybe I am again. I feel like this method assumes that “everyone” is their customer.
When I walk in a bank, all I want to do is accomplish my task, be it deposit, withdrawal, etc.
If I want to talk to anyone about further services, I’ll make an appointment and talk to their expert, not a teller, who could have started just yesterday.
I don’t like being treated like a captive and have them hold my receipt or cash while I listen to a spiel that I didn’t ask for, while the other customers in line grumble about it taking so long.
The questions of the day are below. I need your honest opinion and any suggestions, so the next time I have to deal with a banker, I’ll be able to point them towards this post and not have to find data to back up their desires.
1) Do you believe a bank is an institution or a business ?
2) Do you feel comfortable waiting in line behind another customer while a teller tries to sell them more services ?
3) Do you think this method of marketing their services will be effective ?
4) Do you trust bank tellers to give you solid financial advice ?
5) Do you go into your bank to perform a service or to be sold new products ?
Please add any comments, answers or thoughts below and I’d really appreciate your taking time to answer.
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