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Banks – don’t you just love ‘em?
Watching the recent “Are we being served” on BBC1 confirmed all my opinions on the “service” we all receive from our banks and building societies. It seems that not a day goes by without an announcement regarding the multi-billions of pounds profits (HSBC £4.7bn last year!) often combined with branch closures to make even more money next year. And understandably, the general public are getting sick and tired of it. But the main thrust of the programme was the quality of customer service available in branch (when you can get to one). Like most TV shows, there was a degree of sensationalism that if we’re honest, the banks can do very little about (not being able to park close to the bank, for example); however, I’m sure most of us have phoned up wanted to sort something out and spoken to “Mark” in Malaysia who has been patently useless and struggling with the language. Similarly, the bank employee who was honest enough to admit that there was almost a deliberate tactic in branch so that you and I use Internet or Telephone banking. Why is this? Cheaper of course! (Here comes another wine bar to the High Street.) Why can’t things be different? Nat West have built their latest advertising campaign (at a cost I’m sure would make most of our eyes water!) around doing things differently like keeping branches open and having people to (shock!) actually speak to! We should expect more than this – these sort of things should be the bare minimum. Can you imagine any successful retail or hospitality outlet trying the same… (Inside of a plush restaurant) “Here is your table: Sir, Madam,” your food is over there, go and get it yourself. If you want to speak to anyone, there’s a payphone in the corner (choose carefully from the options or you could be on all day). Oh and by the way, you’ve got an hour to finish, if you stay longer we’ll write you a letter telling you you’ve overstepped your limit – that’ll cost you £35.” How many customers would that restaurant have? None! Demand more!
Jon Davies
www.holidayinyourpocket.com
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This intel was contributed by Jon Davies
Jon Davies
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May, 2012
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