FM Walsh & Associates Inc.

I got a call from the new business account manager at my bank last week;  she called to introduce herself.  I told her I was surprised as I had never received any kind of contact from this bank since I had opened the account.  I also told her that I did not recommend this bank to any of my clients or in my seminars because of the lack of service.

Her response?  Nothing.  She repeated her name and phone number and told me to call her ‘anytime’.  She did not ask any questions about my business or what I did, made no attempt to fix things.  It was obvious that she had been told to call a list of customers and she was going through the motions - nothing more.  She blew a golden opportunity to turn me into a satisfied customer and has, instead, ensured that I will switch to another bank.  And the irony is that I would prefer that the bank fix things, rather than having to switch accounts.

Take a look at your existing customer list - what can you do to make them feel glad to do business with you?  Usually it is as simple as a thank you phone call or a short note of appreciation.  But if you are going to pick up the phone - do it with sincerity and a willingness to fix things.  Otherwise don’t bother.