After last week’s article on gratitude and saying thank you – it seems ironic that this week I might be seen to be complaining. Maybe everyone is having a summer customer service survey, maybe it’s the impact of the recession getting everyone to look more closely at the service they offer?

First I received a letter from RBS advising me of a forthcoming survey and asking would I take part. The Director introduced himself and made a point of saying customer service was vitally important. In true ‘Vicki style’, I decided to write a letter there and then rather than wait for the survey. (Surveys always ask close questions and I prefer the opportunity to write an essay or make a speach :) ). I duly sent my letter and got a very nice reply. In keeping with the previous article my letter was praising the service I receive from my Relationship Manager and his team. They are prompt, efficient and supportive, and while I understand they work for the bank – in the interests of the bank - I feel that they are also working for me :)

So imagine the surprise I got when I answered my mobile to what turned out to be another bank (I will explain why I don’t name them later) asking for feedback on my experience of dealing with their business division. Unfortunately for poor Mark on the end of the phone my experience had not been good.

The account was opened as a condition of accessing certain commerical funding – that part was fine – the mortgages very cost effective, flexible and at a good rate. But the business account seemed to get lost somewhere in the system. The mortgages completed and the funds transfered, yet I still did not have an account number so I could set up a direct debit! After numerous calls and emails – I went to my local branch where I bank personally (hence not naming the bank in question, as my personal bank is excellent). The business manager there very kindly gave me account details and arranged for a cheque book and paying in book (some four months after the account was opened!). I had also managed to get through to a call centre using the number my local branch gave me and finally 5 months after the account opened and two months after the mortgages came live – I could access online banking.

Mark, the bank’s customer service surveyor, endured 25 minutes with me! I still don’t believe it was the local business branch manager’s fault. An exclusive and exciting mortgage product was offered out, the up-take was bound to be incredible. Why hadn’t the ‘powers that be’ thought to put in place appropriate systems and staff to handle the enquiries, paperwork and administration – the customer experience?!
Because they forgot about customer service.
The customer experience.
… They were after the potential returns and not thinking of anything else in my opinion.

It is vital now that customers have so much choice, that we remember the business fundamentals; marketing and customer service. Attracting customers and keeping those you already have, more than happy!
How have you added value to your service, how are your handling your customers, or tenants, complaints, issues and enquiries, they can always leave !

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Filed under: Property

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