To use a catch phrase from the olden days (as my kids would call it) “I wanna tell you a story”.
Last week I went to my bank’s premises (a former building society) to pay in a business cheque. I have both my personal account and business account with this institution for simplicity and convenience Hmmm, or so I thought.
I handed over a cheque which I wanted paid into my business bank. “I’m sorry but you will have to pay that in through the ATM machine” was the rather frosty edict from the cashier.
“But I’ve done it over the counter before” I protested.
“ That is only the case when the ATM option is not available” was the next rebuff.
Quickly followed up by “ We don’t do business banking here in the branch”
As far as I’m concerned there is no difference between Banco Espanol and business banking they are all the same brand irrespective of whether one is for personal banking and the other for business customers.
So what can Banco Espanol learn from this experience. Don’t put up artificial silos because from a customer perspective you are all one Bank irrespective of internal structures. Put yourself in the customers shoes.
Secondly perhaps the cashier could have employed some flexibility and not been such a “job’s worth” The refusal of the cashier to process my cheque meant it took 5 business days to clear.
Keeping up the Iberian theme, what could I have done about the can’t/won’t do mentality I experienced – perhaps grow some large cojones !!
Muchas gracias for reading my pequeno blog,