Friday, September 25, 2009

Don’t underestimate small customer

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One of my earlier employers shared his story with us.

This incident happened in 1975.

My employer, that time, was struggling to set up his career after his education. Being from middleclass family, he was trying different options including to work with some company to gain the experience. After working with one company he left the job and decided to start his own business. Being an engineer, he decided to start the trading in electronic circuit breakers.

He opened one bank account with big national bank in city with depositing Rs. 200/-. Incidentally, one fine morning his friend came to meet him and requested some money on loan for business purpose.

He gave the cheque of Rs. 2,000/- to the friend and requested him to deposit it only after 10 days as the amount is account was only Rs. 200/-. However the friend deposited the cheque before. He must be in dire need of money and must be forgotten to ask before depositing. The cheque got bounced because of insufficient funds.

Next day, he got a call from bank asking him to visit the bank and meet the bank manager. When he visited the bank, the clerk sitting on a counter started to scold him. “You people, do not have knowledge to operate bank account. If you do not have money in account, why you gave the cheque?” etc. etc. After big lecture by clerk, he was called by bank manager and he also gave the big lecture on credibility, trust, money management etc. Employer told that his friend did not asked before depositing the cheque and requested to consider the case.

I think during 1975, the bank managers must have enough time to discuss such issues with customers. Now a day, they just send back the bounced cheque. Anyway, after these two lectures, my employer got back at home. He felt so embarrassed that he could not speak with anybody. He though a lot and decided to close the account.

Next day, he went to bank and met the bank manager; he told bank manager, “Bank and customer relations are based on trust and if bank has lost this trust, I don’t see the point to continue with your bank and hence I would like to close the bank account.”

Bank manager gave careless look and asked him to give the application.

Next day, he went in another bank and opened the bank account with Rs. 150/-.

Today the same account has the transaction of almost Rs. 600 crores annually.

So Morale:

1. One may not be responsible for some mistakes.
2. Do not underestimate any customer.

I am sharing what 'I Saw and I Learnt' at in association with

1 comment:

Sree said...

nice post. thought provoking and useful to people working in customer centric firms

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