At a workshop I was facilitating a few years ago, one of the participants shared a story about Mr. Green, who went into a bank complaining that all banks are impersonal and that no one cares about service anymore.
The bank’s service associate – let’s call her Sally – spent extra time with Mr. Green and helped him open two new accounts.
Sally called Mr. Green three times during the next two weeks, to make sure his checks and debit cards had arrived as ordered and that all questions were answered.
A few weeks later, Mr. Green drove into the bank parking lot. And as he walked from his car, Sally went to the door, opened it for him and said, “Mr. Green – how nice to see you again.!”
Remembering his words during his first visit to this bank – that all banks are impersonal and no one cares about service anymore – Mr. Green said, “This bank is anything but impersonal.”
Wow! What a victory for Sally!
And what a perfect example of doing business better and doing it with class.
copyright 2009 – Jan Bolick, Business Class Inc
