Think that your employees are empowered to deliver an exceptional customer experience? Don’t bank on it. Your policies may be letting you down. I learned this lesson recently during a trip to a bank. It was a Saturday afternoon and I was off to the UK on business on an early morning flight on Monday. To my dismay, I realized that I did not have any British currency. No problem, I reasoned, I just need to go to the bank.
As it turned out, my branch was closed by the time I arrived. Fortunately, another bank on the other side of the plaza was open. By coincidence, I used to have all of my accounts with the open bank until about three years ago and I still had a Visa card with their name on it.
I waited my turn for the lone teller. When I got to the wicket, I explained that I would like to purchase some pounds sterling.
“Certainly sir, how much would you like?” came the very pleasant reply.
“£200 should do it, thanks.”
“No problem, just put your bank card in the slot.” she directed.
