I visited the local branch of my bank the other day. A cheque to pay in; a quick 10 second transaction. There were 2 cashiers and I was next in line. In and out in no time. WRONG! Not so much a case of the wrong queue, more a case of being stuck in the only queue!!
The transactions of those in front seemed straightforward ones and were swiftly drawing to a conclusion as I waited my turn at the counter. Then you hear those dreaded words: “You may wish to upgrade your account, Mrs…., it will only take a minute….” I looked at the other cashier just as she smiled and said to her customer: “I notice you have money on a low bearing interest account, would you like to talk to our adviser….”
The cashiers have a daily quota of sales pitches to make. Sales targets have to be met! So you wait for 5 minutes whilst the cashiers trot out their carefully scripted sales spiel. Meantime you stare at the self congratulatory posters on the wall and on the counter screens proclaiming how excellent, quick and efficient customer questionnaires ‘say’ the service at this particular branch is. Who do they think they are fooling! The ones that say anything less than excellent, quick and efficient end up in the bin. The branch manager does nt want to miss achieving a target and loose a bonus. Another cashier appears and puts up a ‘Cashier not available’ sign.
My turn at last. “Sorry to have kept you waiting, sir,” comes the chant. What else can you do other than smile; they are only doing as directed. Perhaps I should be grateful the bank is still open and there is someone there to serve me at all. Whatever happened to the old days and good old fashioned, customer service? Perhaps your local branch is different.
Whilst on the subject of banks, here’s something that really gets my goat. Sir Fred Goodwin! I read an article in Saturday’s paper proclaiming “Sir Fred has returned to Britain to try to restore his battered reputation.” He has evidently hired a media circus to help achieve it. You can read it for yourself*
Be warned, it may make you angry. Talk about the actions of one man affecting the lives of many. Could no senior executives ever stand up to this guy, were the Directors unable to keep him in check? Dictators and megalomaniacs spring to mind. Perhaps one day the truth will come out.
In the meantime dare I say ‘form a line’. All those who would like to see Sir Fred ‘The Shred’ himself suffer the indignity of being shredded, and stripped of his knighthood, his pension and put behind bars!