A Complimentary Complaint

I recently had a question to ask my bank about my business. I called the toll-free number on the web site and was connected with a gentleman who gave me the answer to my question. While we were on the phone, he also had a look at my business account and offered a couple of suggestions for new services that would help me and the day-to-day running of the business. After his explanation of each of the features, I agreed that they would benefit me. So he set the paperwork in motion.

A few days later I was in the local branch to sign a few papers. It took no more than about ten minutes. Leanne was my local representative. I must say that she didn’t inspire a lot of confidence for a business banking specialist but I gave one to the bank thinking they must know something I didn’t. She got the job for a reason.

A few days after that, while on a trip to Green Bay, Wisconsin, my cell phone rang. It was Leanne apologizing but she missed one more place that she needed a single signature. Being out of the country for a few days presented a challenge as the paperwork could not move forward without that single signature. I assured her, reluctantly, that I would come back into the branch for one signature when I returned.

I drove the twenty-five minutes to the branch, made one signature and drove home again.

Three weeks later, I had expected to see some kind of correspondence from my bank but I had received nothing. I called the business banking toll-free number again and was connected with Ian. I told Ian my story just as I have told it to you.

“Who was your rep at the branch?” Ian asked.

“Leanne,” I answered, “but I have to say she didn’t inspire a lot of confidence from me.”

Ian chuckled softly. “I really shouldn’t respond to that,” Ian laughed. “Let me put you on hold and see if I can track down what happened with the paperwork.”

A few minutes later, he returned to the call.

“Well Mr. Burns, Leanne isn’t with the branch anymore,” he chuckled.

“No surprise,” I responded.

“They seem to have misplaced the paperwork too. No one can seem to find your file. But I see here on my computer what was happening. Give me a few days. Perhaps we can just fax it to you for your new signatures.”

A week later, no one had returned my call so I called the business call center again.

“Karen speaking. How can I help you?” announced the voice on the phone.

I told my story again and followed it up with, “Don’t you think that it’s funny that after I have been offered these new services from the bank and I agreed to them that I can’t seem to get them?”

“Mr. Burns,” Karen spoke seriously. “I am on it. The buck stops here. I am taking accountability for this file. It will get it done. Will you trust me with that?”

Karen then proceeded to make arrangements to have the paperwork faxed to me. The difference this time was that no signatures would be required since I did my part already and they lost the paperwork. If there were no questions from the faxed paperwork, it would proceed. We chatted on a personal level for a few moments before we hung up. She had also given me her direct number and email address and told me she would be taking vacation for two weeks.

Two weeks later I spoke with Karen again.

“I just got back this morning from vacation,” she said. “Yours is the first file I checked on. I told you I would get it done and I have. Thank you for your business. If ever you need anything else, you can call me directly. You have my number and email address.”

I wanted to give Karen a compliment on her service and “accountable” attitude. I went to the web site. Here’s where it got funny. There was no place to give a compliment to the bank. Complaints? Oh I could complain all I wanted. There were all sorts of choices to offer a complaint but I couldn’t find a single place to give a compliment. So I called the call center again.

I was given Karen’s supervisor’s name, mailing address and email address. I wrote a letter, mailed it and also sent a note to Karen too, thanking her for the way in which she handled and took charge of my situation.

Attitude Adjustment: Have you made it possible for the people you serve to give you compliments? I realize that it’s en-vogue to complain about the big banks and their profits but how about if someone wants to give a compliment? Is your service worthy of a compliment? If you get outstanding service, is it even in you to give a compliment? Offer people a reason to say something nice and they probably will. Give them only the option of complaining and they will. Take on the attitude of “service” and serve. Customer service isn’t just a department – it’s an attitude.