“Are You Happy With Our Service?”

This Photo by Unknown Author is licensed under CC BY-SA

A bank had a survey booth near its front door in which one drops a small plastic ball in either of two (2) slots:

  1. Happy With Our Service
  2. Unhappy With Our Service

I dropped the ball on the Happy slot.  The teller was courteous and polite and since I was just updating a passbook, I was in and out of the bank in just a few minutes. 

But I’m not really happy with the bank. 

The bank recently announced it won’t allow online tax payments in the evenings and over the weekends.  I thought this was ridiculous since the point of having an online payment system was to have available banking services 24 hours a day, 365 days a year. 

Going to the bank to deposit money and pay bills had also become a time-wasting experience.  Lines can be long and the time spent can run up to several hours.  Tellers would tell me that the bank’s computer system was slow. 

But despite it all, the bank’s tellers were always polite and courteous, although sometimes they’d have a hard time smiling as they’d be overworked with the unending influx of customers.  The bank hasn’t hired extra tellers since it opened some years back and even as its number of customers grew tenfold. 

The bank’s service is good.  Its system of management is not. 

Published by Ellery

Since I started blogging in 2019, I've written personal insights about supply chains, operations management, & industrial engineering. I have also delved in topics that cover how we deal with people, property, and service providers. My mission is to boost productivity via offering solutions and ideas. If you like what I write or disagree with what I say, feel free to like, dislike, comment, or if you have a lengthy discourse, email me at ellery_l@yahoo.com ; I'm also on LinkedIn: linkedin.com/in/ellery-samuel-lim-40b528b

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