How to lose


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Here’s a cracker:

Just tried to get hold of a branch of a well known High Street Bank to speak to wealth advisers. 

  • Only number on the web is the central contact number
  • It takes 5 minutes to speak to someone
  • They give me the branch number: I call twice but it rings out without anyone answering!!
  • I call back to the central number (another 5 minute wait) and ask if someone can help me: the answer is ‘no, if they’re not answering, there’s nothing i can do about it’
  • So ‘Can I have the people’s direct number then?’: ‘No, we don’t have that information’
  • ‘So how am I supposed to speak to them then please?’: ‘You’ll have to keep trying until they answer the phone’

Has this bank not realised that we’re no longer in the 1970’s???

They spend a FORTUNE on advertising (you see them on TV every night), but they can’t afford to pay someone to answer the phone. What kind of bonkers marketing is this? Why are they so surprised when they struggle to make money???

Just seen in the paper today a FULL PAGE advert ‘XXXXXX Bank: because your time matters!’ 

You really couldn’t make it up!

Republished with author's permission from original post.

Guy Arnold
Guy is the author of 'Great or Poor' ( ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' ( ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.


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