What it would look like if the crappy bank I went to this morning was actually a Chick-fil-A?
This morning I had to get a $50 bill. At The Journey Training we do something called the $50 bill exercise, so I needed a nice, crisp, new (if possible) $50 bill.
I went to a bank that I had used in the past to swap out $50 for my new $50 bill. They asked me if I had an account. I explained at one time I did but I am not a current customer. They looked me up, and sure enough they had me in the system. They found me and clarified that I was did indeed a former customer of their bank.
Then they told me, wait for it…… “I’m sorry, you’re not a current customer of ours, we cannot help you.”
One of the amazing things about Chick-fil-A is we always look for great opportunities to connect with our guests. I view it as a challenge sometimes. We have made a soda run to a grocery store to get strawberry soda for a child’s birthday party when we don’t carry Strawberry soda. We gathered our team to change a single mothers tire for her while she was eating food, and of course if you follow my blogs, story after story about what we do when someone forgets their wallet.
Here is what it would have looked like if we compared this bank to the “Chick-O-Bank”.
Bank ‘o’ Dum Dum
They found out I did not have an account and made a squishy face that told me “oooh, I can’t help you, even though they knew I was a previous guest”
I see you were a client of ours at one time, we will be happy to do this for you, can you tell me why you’re not doing business with our bank?”
Bank ‘O’ Dum Dum
“The rules state we can’t do anything”
We don’t normally do that, but let me check with a leader to see what we can do to help you.
(Even if they could not do it, at least the guest felt like they could help them or would at least make an effort to assist them. )
Our companies need to be problem solvers. Not problem creators. When someone comes to you with a problem, and you can solve it, you will have gained a lifelong customer. Twenty-nine years ago, I had a Citi Bank credit card. My sister passed away, and my credit limit was very low. I had to pay for her funeral because I was the only one in my family with a credit card. I called and explained the problem and they extended my credit to cover the funeral. I have been a loyal customer ever since.
The more difficult the problem, the more dedicated the customer will become. Don’t let your business be shackled by rules, let it grow from being problem solvers.