The Customer’s Tale

Why complain when I could just walk away?

I’m a customer. One morning last week, I visited my bank for a small requirement that should have taken about two minutes. However, there was a big line and 27 people were ahead of me. This was my fourth visit to this bank for the same requirement. My work remained on hold until I could resolve this issue. But worse was to come.

About a half-hour later, the employee at the counter decided to take a break. She told the waiting customers that she would be back in 20 minutes. Some customers protested, but she told them curtly that they could come back the next day if they weren’t prepared to wait. That said, she disappeared into an inner room.

Should I send a formal complaint? I was of two minds. It didn’t seem worth the trouble. “Why am I even dealing with this bank?” I thought. “Especially when other banks are eager for my business?” In fact, I already had an account with another bank, which provided much better service. I didn’t really need this bank account.

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Comments

American Airlines could have learned from this

I still recall American's reply to Jim Harrington's column on poor service. AA said mistakes that affect passengers are "inevitable."

Simple and direct to the point

I really enjoyed reading this article since I've been included in several patient satisfaction meetings, as of late. They said that companies and organization that stood the test of time and economic hardship have two things in their hand useful for survival: 1. The most wonderful product and 2. The most excellent service. Thank you for sharing this.

customers "fairy" tale

Yeah, Arun, I think you did it right, the Bank and all the Suppliers who play such music deserve it. Yet, as a "man for Quality", who I think I am, I cannot but regret that after so many years' efforts we are still at this point: Shouldn't we perhaps walk away from some Quality prejudice? Thank you, and don't be angry: USA and Italy banking systems are very close each other.