"Etiquette is not about being 'stuffy.' It's about putting yourself forward in the best possible way, using courtesy to others as your guide, while still allowing your own personality to shine!"
|
I help individuals and businesses polish their ability to stand out among their competition.
Visit my website to see what I can do for you!
| |
|
|
|
|
My bank is one of those that was taken over by another this year. I wasn't terribly upset as I had been contemplating changing banks recently due to some customer service issues. I had been a client of this establishment for over 13 years and, for some reason, thought that might mean something to them. I have friends and colleagues who work with other financial institutions and I know I would have been welcomed -- and appreciated -- elsewhere.
The reason I stayed? The convenience of the location could not be topped.
Last week I walked into the branch where I had initially opened my account as I needed to make some changes. Needless to say, I didn't have high expectations. The atmosphere is rather austere, in comparison to what it was previously, and the staff size was smaller. I was greeted by a personal banker and asked to have a seat; he would be with me in just a moment.
As he approached me, he offered his hand for a handshake, introduced himself and asked what he could do to help me. It was a pleasant surprise; far too often I've seen customer service agents remain seated at their desks and call out "Next, please."
As we went about taking care of my requests, he explained some of the policy changes and differences between the old bank and the new. One particular problem I had run into before would no longer be an issue -- hooray! It had never made sense anyway and I used to cringe in anticipation of having to address it.
Chris, who was working with me, asked me what it is that I do professionally. Upon hearing "Business Etiquette & Customer Service Specialist" he ran a nervous hand around his collar and asked how he was doing ... I find I tend to have that effect on people at times. No matter, he was doing beautifully, which was what I told him.
Upon completing our business, he thanked me for coming in, gave me his card and told me to call him directly should I need any assistance.
It was truly a pleasure to have met him and the best part is I no longer dread having to deal with banking issues.
|
|
Remember...
It is clear that the policy of my "new" bank is customer focused, which is, of course, important to me, the consumer.
However, the lesson I learned from this experience is that preconceived notions can be very misleading. For example, the austere decor, the smaller staff, the "please sit and wait" as a first impression fit right into with my thoughts that nothing had changed; I was dealing with the same bank and would be tailoring my needs to suit those of the bank's policies, not the other way around.
Our experiences teach us what to expect. Sometimes circumstances can change; it is up to us if we are going to allow that change to impact our actions.
It also reinforces how vital a positive first impression can be ... there may never be that opportunity for a second chance.
| |
Please feel free to send me any of your
etiquette or customer service questions or stories!
|
Jodi Blackwood
Business Etiquette & Customer Service Specialist
Speaker & Seminar Leader
"Etiquette is about polishing your approach,
not changing who you are."
mailto:jodi@jodiblackwood.com
360-798-4912
www.jodiblackwood.com
|
|
|
