A New Branch? That's News To Me!

"A New Branch? That's News To Me!"

In training programs given nationwide for front-line banking employees, a questionnaire distributed during the past several years asks, in part, "If you could change just one thing about your financial institution, what would it be?" The response expected, and indeed received in about 30 percent of the 5,000-plus answers, was "change in pay structure." The surprise is that it was only 30 percent. The vast majority of comments had to do with these areas:

Communication-or lack of it. "I hate it when customers come in and ask me about a new service, or an account they've seen advertised or received notification of in their statement, and we know nothing about it."

Lack of appreciation and recognition. "I'd like my bosses to trade places with me for just one day so they could see what really goes on down here."

Inconsistency of procedures, policies, and management. "We never know if the policies we are trying to enforce will be backed or not. Often management makes exceptions with no explanation instead of backing me up. This makes me look like a fool in front of the customer."

These three are the most often recorded on the bank employees' "wish list."

We're not going to turn this whole problem around overnight. But its encouraging to know that more and more managers are aware of it?and doing something about it.

Let us know what you're doing to improve communications where you are so we can share your ideas with others.

Copyright © 1990 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 1, No. 1, 1/90