Friendly. Not familiar. Rules.

Just to finish the story from yesterday.  At our bricks and mortar bank today… Anne-Marie was at reception as she has been for over 15 years. I used to see her often.  We didn’t necessarily speak.  When I had a problem with the business banking cue a year or so ago, she stepped in and got it solved.  Tellers come and go, but Anne-Marie is always there.

Today I was in line at reception to see about getting a copy of a cheque.  She was with another client who couldn’t do an electronic transaction.  Anne-Marie came out from around the desk to take her to the machines.  She saw me and politely asked the other client if she would just wait a second…  and said “Mrs Hinton isn’t it?  How can I help?”  And then gave me the info I couldn’t get on the phone yesterday.

I haven’t even been in the bank when it’s been open for at least 6 months and probably haven’t spoken to her for over a year!  This is friendly and not familiar.  I feel strangely drawn back into the circle.

Came home to try what she’d suggested.  Didn’t quite work.  After the last three calls, I was preparing myself for the assault of overly familiar ‘Hi Deborah, how’s your…[fill in the blank with something way to personal]“.  This time, though, the person on the end of the phone was friendly and not familiar.  No attempts to be my new best friend – just professional, knowledgeable, efficient and yes, friendly. No manipulation.  Nice.

How could there be such a difference?  It’s the same bank.  I don’t know.  But local management surely plays a key role by recruiting and selecting people who love people, adapting training and support systems that make it easy for their employees to be professional and solve their customer issues, personalizing and aligning reward and recognition approaches.  And, respecting employees and giving them an appropriate level of freedom to solve the customer issue.  It is not about encouraging them to get chummy with their customers.

Now I’m sure my grandmother was right.  Friendly.  Not familiar.

Have you got any stories where you think organizations have gotten it right? Way wrong?  What do you think?

Tags: Authenticity, Cultural norms, Disciplined approach, Trust