How to almost lose a customer Unitus Credit Union almost lost a very loyal customer last month. It was a combination of insulting, not addressing my root need and being closed to feedback. One would have been tolerable, but the triple combo had me reconsidering my banking. It started out simple enough: I went to use the customer terminal at their branch, and the screen was off, so I clicked the keyboard, moved the mouse, made sure the monitor light was green, the computer was on - we all know the drill. I was actually in a hurry, so I called the supervisor. The very first thing he said was: Did you move the mouse? (!) I thought he was joking. I told him that Im not five years old and that was kind of insulting, and that of course I did. I also said that he needs to scan for the obvious (side note: at least use ego-cushions like: I hate to ask this, but...) I He refused to apologize or back down in the slightest. Whats worse, when I asked to use the other terminal, said No - that ones just for kids. I had only minutes to spare so chose to cancel the transaction and go to a competitor (it involved their gift cards and this had to be done online). This amounted to a triple dropping of the ball by the supervisor. I thought about this for a few weeks and decided the best course of action was to share the concern with a loan officer and former teller Ive known for years. Hes no longer in that supervisors direct chain, and has more tact than me. Going over someones head isnt always the best option - here it wouldnt have been advised. The best way to give people room to be human is to have concerns not be weighted down as sit-downs from managers. A friendly heads-up from a co-worker can be five times as effective because youre far less defensive.
Posted on: Thu, 28 Nov 2013 15:16:55 +0000
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