Expectation Management

I was recently strikingly impressed by the service quality of ICB*, when I was trying to transfer some money to refund Chick, for one big favor she did for me.

It was late afternoon and I made sure I walked in 10 minutes before 5pm. It was actually the second bank I checked. And the reason I didn’t make the transaction in the first one is that the queue note said there were 47 people waiting before me. You can now imagine how happy I was when I walked in ICB* and figured out that ZERO people was waiting in line.

Thanks to the help of one very kind but questionable lady clerk, I got to fill in the WRONG sheet for money transfer. And again, thanks to very “EFFICIENT” service of the second lady clerk, I missed the deadline for inter-bank money transfer, which is 5pm!

I had to initiated a little negotiation with her and her supervisor. Although finally I got what I want and got the transaction done by whatever means without losing my manner, I was quite uncomfortable at the end.

Something was absolutely wrong, either my expectation or the bank’s services. The thing is, although ICB* is already publicly listed, I don’t see it taking any step to improve itself to satisfy the shareholders, at least from a customer’s point of view. Then I might have to manage my expectation to a reasonable level. Let’s say next time, I spare one hour for a one step transaction with them. Is that fair enough? Or maybe the easier answer is not to have anything to do with it anymore.

On this very afternoon, I have to say, Chicken, your bank is way better than that one. We appreciate it!

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