Why do I have to expend unnecessary time and effort to get someone to actually do their job Part 2

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Why do I have to expend unnecessary time and effort to get someone to actually do their job Part 2

The bank part 2! Let’s contrast outstanding customer service to non existent make you feel guilty for being a customer service.

Posted by Eldonna Lewis Fernandez on Friday, January 19, 2018

After having a not so great experience at my local bank (see part 1 for that story), I made my way to another branch of the bank to see if they would give me the same grief about cashing in the bonds as the first branch I went to.

I walked in the bank at about 10am. There was 1 teller and 2 people at desks with customers. There was a manager in the teller area and 1 person at the teller window. I was next in line. A few more people came in and the manger opened up a window. I went up and explained I had about 80 savings bonds to cash in.

The response I got was completely opposite from the other branch. She said she’d be happy to help me. However, she had to get on a conference call in a few minutes and since she only had 1 teller she couldn’t tie her up doing the savings bonds since it was a longer process. She said she hated to ask but if I could come back in an hour she would help me then.

I was elated! Someone actually giving me some service.wow! I also mentioned that I hadn’t completed the address on all of them and my social security number. She said I only needed to do that on 1 of them and sign the rest. Another extra helping hand that the other branch didn’t tell me. They made me complete the entire information on every one.

Good customer service is out there, sometimes you just have to look for it. I got the managers name from the branch with the outstanding customer service and not that this story is complete I’m going to send it to the bank and commend her for her outstanding customer service. She was doing her job and made me feel valued as a customer.

The other branch did as much possible to not serve me. They wanted to make the more complicated work go away. It seems there are so many people that have a job that want to do as little as possible to get by. They are being paid to do that work but wanted to first send me away and second only do half the work because it was so stressful. It’s their job. I don’t get it.

You have to stand up for yourself in these kinds of situations. Don’t take no for an answer without verifying the facts. Most of the time no doesn’t mean no and you have to push sometimes to get a yes. That’s Thinking Like A Negotiator.

To Your Success


Eldonna Lewis Fernandez
Eldonna Lewis Fernandez
Veteran negotiation and contracts expert Eldonna Lewis-Fernandez, author of “Think Like a Negotiator,” has over 30 years of experience crafting killer deals both stateside and internationally, many in excess of $100 million. She’s currently the CEO of Dynamic Vision International — a specialized consulting and training firm that helps individuals hone negotiation skills — as well as a nationally regarded keynote speaker, session leader and panelist on the Art of Negotiation. Eldonna may be reached online at www.EldonnaLewisFernandez.com

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