Banks and Customer Service – Oxymoron?

I love the annual JD Powers awards for Customer Service!

Luckily for me, they recently published their U.S. Retail Banking Survey.

Just a quick peek at the snippet from their published report and it is easy to see why we are breaking up.

Nope – banking and customer service doesn’t have to be an oxymoron.

I think my problem is that I grew up on the tales of Jed Clampett and the Beverly Hillbillies.  I remember how Mr. Drysdale would bend over backwards to make sure Jed and the rest of his family got anything and everything they needed.  That is the type of banking relationship I want to have.

My hope was Warren Buffet might share those same values and instill that kind of customer service etiquette to help prevent BofA from bleeding out.  Alas, that doesn’t appear to be the reality.   <sigh>

Gutsy Move!

Gutsy Move!

Disclaimer – currently I work at T-Mobile as a consultant.

But this post is an observation based on the market conditions.

Legere – I will be honest, I was concerned when he was announced as the leader.  I have been here before!    Consolidation in the telecommunications industry has been the one constant in my career.  Heck, even prior to my career!

However, the market seems to approve.

Bowling – Really?

Can’t believe it.  Last night, after work, I went bowling.  Had a blast.

Remarkable?  Probably not, but it was the first time I have been bowling in 8 years!  I forgot how much fun it could be, but it did ruin my manicure!

Bowling brought back a flash of memories…

Once upon a time, in a land far, far away, there lived this girl who loved to bowl.  Maybe I should try to find her again.  She was a lot of fun and loved life, a lot.  That mindset is what changed the trajectory of her life forever.  Maybe finding her again could be part of the theme of this, my first serious attempt at creating a blog.  hmmmm.

Need a new job!

Breaking up with the bank has been an educational experience.  What I have learned is I am very good at identifying all of the steps and completing them successfully.  I guess my dot connecting skills are expanding to dotting i’s and even crossing t’s.

When we started the process, it seemed completely reasonable to me to set a deadline of less than 60 days to complete the transaction from inception to complete.  What I have learned is that is a ridiculously short timeline that could have been fraught with challenges.

What I did know when we truly started the process was to have all my ducks in a row.  I did the homework.  I knew the evaluation criteria every step of the way.  Yes, I did ask a lot of questions, but nothing I heard came as a complete surprise.  There were bonuses that we tripped over, but I am not stupid enough to think that happens all the time.

What I need now is a new job that will value my expanded skillset and appreciate everything I bring to the table.  It is time.

Thank you

Received a ‘thank you’ note today from the new bank I have chosen to replace the mega-bank I am breaking up with.  It amazes me about how much that little, common courtesy meant to me.  One thing they could have done better?  They could have spelled my first name correctly.  But that is not entirely an uncommon mistake.