Our customer’s opinions of us can spread, they are difficult to take back and they can hu. Our customer’s words can dissolve our credibility not only with our customers, but also our potential future customers.
Some of our loyal bank customers might have enough respect for us to raise issues to our face, but too often, armed with a smart remark, a social media soap box and a quick-firing keyboard, customers can will use their power to lay waste to the reputation of any company by whom they have been wronged.
Take a look at some of the comments we’ve recently received from banking customers:
SAMPLE VERBATIM, CU client, feedback from a new account interaction
SAMPLE VERBATIM, bank client, feedback from a phone center interaction
SAMPLE VERBATIM, bank client, feedback after using internet banking
SAMPLE VERBATIM, CU client, feedback from teller interaction
What do best in class organizations do?
Let’s face it. Even the best organizations make mistakes sometimes. There is no perfect organization, and there is no spotless reputation in the banking industry. Customers will say what they want to say and it’s a huge mistake to act on the defensive. “Best in Class Organizations” follow the two “BE’s” of managing customer complaints (“be responsive” and “be proactive”). While we might not have the ability to control our customer’s message, we do have the ability to seek their input, offer solutions, and in the process funnel those complaints through a channel where we can control the response more effectively. By doing this, we demonstrate to our customers that communicating with us directly can be more productive and satisfying than laying waste to our reputation… even though they may have the power to do so.