The relationship manager at my bank thinks we should take our relationship to another level. Yes, ‘Prestige’ concept of banking! Yes, I have a bone to pick with making customers pay extra for exceptional customer service.
‘Prestige’ concept of banking in my little understanding of it is a package of benefits you pay for that can be offered as part of key differentiators for FREE to woo new customers and retain existing ones. The very basic benefits offered that cut across the board are longer banking hours, a dedicated relationship manager, no queues, tea/coffee as you wait to be served..Bla bla bla..Zzzzz
Aren’t those benefits part of Customer Service?
- Isn’t it the duty of the bank to employ enough tellers to reduce queueing time? Yes
- As a customer, why should I pay extra to get the attention of a Relationship Manager? Isn’t my monetary deposit enough?
- Tea, coffee? C’mon if they employed enough tellers, would I have enough time to have coffee in the bank?
- A cheque book? Really?
- Free internal funds transfer? This requires a magician and rocket science, huh?
“ The best things in life are free” is memorable quote but are they anymore?
When was the last time you didn’t pay for something? In cash or in kind, yes, even favors are paid for in favors. Walk with me on this:
- The ‘free’ parking on the street, did you have to tip the guard for ‘being within’ or helping you reverse?
- The waiter/waitress serving your table, did you tip them for being so nice yet your bill includes a service charge? (Even phones have a tip calculator nowadays!)
- The doorman/butler/concierge at your building’s entrance, did you feel obliged to tip him for being so kind?
- The supermarket guy who packs your supplies and escorts you to your car, did you tip for that yet it is his job?
- Companies offering Customer care through paid calls, the toll free lines never go through!
- ”PRESTIGE‘ concept of banking!
I have no qualms with people who pay for Prestige banking but aren’t some of the benefits meant to be part of exceptional customer service?
With the little knowledge I have in business, I understand that my choice of a product will be guided by among other factors, how the product/service is presented to me. Most of the time I will go for a Service/product which comes with exceptional customer service for free.
A good friend of mine argues that people pay for exceptional Customer Service so they can be treated as special. I beg to differ since the Customer is King and should be treated so whether they can afford to pay for that or not. After all, the customer is your primary employer, keeps you in business.
In this country, Customer Service is dished out on the basis of money, color, race, physical appearance… From your coffee shop to the supermarket, you will be accorded Customer Service based on how, what and who you are.
It is shameful that this is the new culture. It’s sad that the best things in life aren’t free anymore. They may be appear to be cheap but cheap is expensive. Imagine how much in terms of kachai/lunch/soda/maziwa you’ve to pay out out of your pocket for a service one is already employed to provide?
I know Customer Satisfaction Surveys are now the in-thing but I hope it helps draw attention to problem areas.
“Superb customer service is the feature that the country is crying out for. If you can provide it, you will win over an army of customers. “ Sunny Bindra (Crown Your Customer)
“The next decade is going to ask you to take a quantum leap in how you live, work, and play. Get ready to leave the comfort zone behind.” (@umairh)
I recommend you read: Crown Your Customer
*Lights out*
