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Yesterday I went to the bank to close two accounts, and there were no questions asked. My business and personal accounts were in two different places and it was time to make it easy and get them all in one place. The accounts I was closing were not very big in the scheme of things, a checking and a small saving account.

 

The teller asked me if there was any pending activity on the account and I said no, I didn’t think so and so she set about closing the account and cutting me a check.

 

It was quite an interesting experience for me. I offered no explanation and just smiled politely while handing her my ID and account numbers. She cut a check for the savings and counted out the cash for the remainder of the checking. She smiled and said goodbye and that was that.

 

Oh my. No Questions Asked.

What a missed opportunity. She might have ask why I was closing the account. Perhaps she could say “I’m sorry to see that you want to close your account.” She didn’t offer that maybe there might be some way they could talk me into keeping my account there. She didn’t do anything at all that made me feel like I mattered one little bit. B’Bye.

 

That’s why it was easy to make the decision which bank I was going to choose.

I wasn’t attached at all.  B’Bye Bank Atlantic. I really won’t miss you at all.

 

Several years ago I got a routine survey call from this bank. In the midst of answering the prepared questions I asked the interviewer if she was from a research agency or did she work for the bank.

 

She worked for the bank, so I told her what I do for a living and asked her if she really wanted my opinion about the job they were doing (from the customer’s and consultant’s view) or if she just wanted me to answer her questions. She opted for the former. I went on to tell her that her customer relationships were lacking. Sure the tellers were efficient and I presume good but that all the times I’d been there or through the drive up I never FELT that any effort was made to make a connection. Everyone was polite, but as far as the building of relationship goes, no one was what I would call really “present.”

 

She seemed to understand what I was saying and took the feedback gratefully, with no questions asked.

I never knew what she did with that feedback because the climate at the bank never changed. (Or to be fair – I never experienced a change.) There seemed to be a lot of new people, all very rigidly trained to do things a certain way now matter how the customer wants to do it. (“I want to cash this check and then deposit $300 in that account.” “You can’t do it that way. You HAVE to…”) While I am not looking to make the relationship I have with a teller a lifelong one, I do know (having been a teller and having trained tellers) that it is possible to make a customer feel welcome, valued, appreciated and cared about in a relatively short period of time.

 

IT’S JUST NOT THAT HARD!

I never heard back from her, and I didn’t take her name and number to follow up. So as this bank keeps cutting its Saturday hours and taking away some of the conveniences I took for granted; it was an easy decision that just took a long time to take care of. If they read their stats they may have thought I was a loyal customer. But in fact, I was instead a lazy customer. And now alas, a lost customer. Will they even notice?

 

What questions could you be asking that would help customers make the decision to stay?

 

We’ll be asking a lot of questions in our TIP this week. It’s time for a survey and they’ll be a free gift for anyone who shares their thoughts with us.

 

If you don’t get the TIP -sign up NOW.        http://SIGNUPFOR TIP

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Testimonials
We’ve engaged JoAnna Brandi on numerous occasions over the course of several years, and on each occasion she has delivered insights, wisdom, and a significant dose of common sense to the process of elevating our customer experience and improving the engagement of our teams to create a happier, healthier work environment. Her methods are engaging,…

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I was exposed to JoAnna Brandi at a Vistage presentation in Nashville. JoAnna led an information packed lecture speaking to the power of positivity, and positive leadership. In our modern constantly evolving world where employee happiness is moving to the forefront of company mindset JoAnna’s lecture highlighted numerous areas of untapped developmental resources in the realm of positivity. If…

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Among the greatest challenges that every business faces is how to improve employee engagement and enhance customer experience. Well, Chief Happiness Officer JoAnna Brandi is here to help! A specialist in positive psychology who is dedicated to helping to make the world a more happy, human, humane, and productive place, JoAnna is a dynamic presenter,…

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I wanted to thank you for the program you presented to my CEO group this past week. Discussing happiness, positivity or empathy with this group has never been something they looked forward to talking about. The way you approached it changed that mentality. You were fast paced, credible and prepared with solutions that we all…

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JoAnna’s message couldn’t be more relevant than it is right now.  After two years in a pandemic, with our employees working remotely and juggling the challenges of all that the pandemic has brought upon us, we knew this was the right time to bring her back.  This is not the same old customer service training…

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On behalf of the Temple Sinai Navon Committee, thank you for your efforts in developing and leading the “Planting the Seed of Happiness and Creating and Flourishing Life” program. Our Navon community (aged 70+), was eager for an uplifting program like this as many transitioned from 18 months of challenging isolation. The participants thoroughly enjoyed…

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Since 1998, JoAnna has inspired CEO's and key executives all over the country to take better care of their customers and employees, and to see a tangible return on their happiness
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