BankWest’s happy banking initiatives is making me happy!
Banking has been traditionally been associated to be a grudge experience. Increase fees, money hungry leeches, poor service, long ques, lack of staff smiling staff, push to ATMs, etc. BankWest should be commended for the company’s cultural shift to a happier experience. And I can’t imagine it to be an easy shift dusting traditional banking bureaucracy. Not only benefiting the customers, I can see this translate to their internal staff and business partners.
Evidence to this initiative, I’ve just made a phone banking call re. my home loan, and I was greeted with “Hi, I’m Matt, ……”. Thou still an automated greeting and I still prefer to speak to a human immediately, it shows they are trying. While on hold, they have an audio loop explaining their initiatives. Finally speaking to a consultant, a friendly voice (introduced as Pete) clearly explaining all the finance jargon and never putting me on hold again while he adjusts my account. If only all banks were this friendly!
Happy experiences = happy people… a simple formula! Hat’s off to BankWest.
I wish I could share your enthusiasm. My account setup has been going on for nearly two weeks now. 2 visits to the branch, 3 calls and several emails, and I cannot get a single return call, or any replies as to why my account is still not set up.
I did receive a bunch of automated mail (snail mail) with debit cards, pi(n) numbers and account information for an account I did not even sign up for (the one that attracts fees!)
Happy banking? I think not!
PS: I have AU$150,000 waiting to transfer to their 8.5% term deposit, and am currently an HSBC Premier customer. Seems they’re not very interested in getting their hands on my money or offering anything that resembles service.
It all seemed good at first, walking into a branch on a Saturday, all smiles, no substance.
by Brad on June 18th, 2008 at 5:31 pm
I wish I could share your enthusiasm. My account setup has been going on for nearly two weeks now. 2 visits to the branch, 3 calls and several emails, and I cannot get a single return call, or any replies as to why my account is still not set up.
I did receive a bunch of automated mail (snail mail) with debit cards, pi(n) numbers and account information for an account I did not even sign up for (the one that attracts fees!)
Happy banking? I think not!
PS: I have AU$150,000 waiting to transfer to their 8.5% term deposit, and am currently an HSBC Premier customer. Seems they’re not very interested in getting their hands on my money or offering anything that resembles service.
It all seemed good at first, walking into a branch on a Saturday, all smiles, no substance.
by Brad on June 18th, 2008 at 5:31 pm