I like reading Seth Godin once in a while. His recent post titled Clueless is a must read. He provides a few examples of the people we run into every day who are more concerned with following procedures than being reasonable human beings.
The story of the $4 bank argument is quite familiar to me...
Then, this morning, I head to the bank. Poor guy is arguing with the "customer service manager". The problem? He had $4 in his checking account as he was waiting to close it. The bank charged him a monthly $5 service fee. The fee bounced. Then they charged him $30 for bouncing the fee on an inactive account.
The manager was trying to explain the policy, but the bottom line is that all the real estate, all the ads, all the marble, all the computers... all wasted... because they were enraging the guy. Over $4.
I once agrued with a credit union about something similar. I had to wait about 7 years, but I eventually won. I got my $5 and a few cents interest, damnit!
And finally, leaving the bank, I saw the most amazing interaction (yes, this is true.) A woman is first in line. She's withdrawing $1,000 from her account. The teller pushes away from the desk and goes and gets her signature card (this is a neighborhood bank) to match it against the woman's signature on the withdrawal slip.
The customer tells me that:
1. the teller has been working there for twenty years.
2. the customer comes in at least once a week.
3. they always check her signature
and, ready for this...
4. she's been a customer at this bank for seventy years. I am not making this up. She is very proud that she's nearly (nearly!) their longest-serving customer. The account is more than seventy years old. And they check her signature.
Who are these people?
Posted by jzawodn at August 18, 2005 09:05 PM