The recent altercation between Absa and Solidarity and the massive advertising campaigns in the Sunday Press prompted these comments.
What are banks really focusing on ? Where in the whole picture is the client ? Do banks actually know what clients want ?
Here are some observations:
The main focus in the advertisements are costs. Every one of them promises to reduce your costs. Of course this is very important. They have been screwing their clients all along and now they are correcting the wrongs of the past and pay exorbitant advertising costs to tell us that.
Nowhere in any of the ads are there any mentioning of increased CLIENT SERVICES.
Nowhere in any of the ads does it tell you we will be looking after ENTREPRENEURS. Or we will make sure there are properly qualified staff to do the interviews with prospective clients. Has anyone ever really ASKED clients what they really want ?
I walk into a banking hall ( and I have done that to 3 of them on the weekend) No smiles unless I asked them where are the smiles ? The guard at the cashier gate at one of them was checking us out as if we were going to rob the bank. The Cashiers was not impressed because they were working on a weekend. The formidable barrier between client and cashier makes you feel you are visiting a relative in jail and he really does not want your visit. The pens at the desks of two of them did not work. One was fixed to the counter with a piece of dirty string .
This is just my introduction on what I perceive as what is wrong with our banks - Watch this space
What are banks really focusing on ? Where in the whole picture is the client ? Do banks actually know what clients want ?
Here are some observations:
The main focus in the advertisements are costs. Every one of them promises to reduce your costs. Of course this is very important. They have been screwing their clients all along and now they are correcting the wrongs of the past and pay exorbitant advertising costs to tell us that.
Nowhere in any of the ads are there any mentioning of increased CLIENT SERVICES.
Nowhere in any of the ads does it tell you we will be looking after ENTREPRENEURS. Or we will make sure there are properly qualified staff to do the interviews with prospective clients. Has anyone ever really ASKED clients what they really want ?
I walk into a banking hall ( and I have done that to 3 of them on the weekend) No smiles unless I asked them where are the smiles ? The guard at the cashier gate at one of them was checking us out as if we were going to rob the bank. The Cashiers was not impressed because they were working on a weekend. The formidable barrier between client and cashier makes you feel you are visiting a relative in jail and he really does not want your visit. The pens at the desks of two of them did not work. One was fixed to the counter with a piece of dirty string .
This is just my introduction on what I perceive as what is wrong with our banks - Watch this space
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