I spoke to a banking group today about “customer relations.” I realized most of the employees understood customer service with their head but not their heart!
Faced with difficult customers, shrinking market share and increased competition, some of the employees wondered aloud, “what I could do to bring in more business, when basically all banks are the same?”
My answer to this group was ” you’re right, all banks have the same things – ATM machines, nice lobbies, and teller windows. But want makes the difference is YOU!”… The People make the difference!
The employee creates the emotional experience that causes their customer to come back again and again.
So… what experiences have you had with your bank that encourages you to stay? Tell us your story in 250 words or less.