December 30, 2005
I had been blogging on how certain banks were improving their service, such as the ANZ in New Zealand, and recent Medinge Brands with a Conscience award winner ABN AMRO/Banco. At Johnnie Moore’s Weblog (citing Zopa) I read that NatWest is going to remove clocks from its branches in the UK, to stop customers complaining about how long they have to wait in the queue (article in Rupert Murdoch’s The Sun).
Which begs the question: how stupid does NatWest think Britons are? Would you not notice that you were still waiting a long time without the clock? Isn’t it simply more logical to work more efﬁciently?
Now, there is going to be one less thing to look at at NatWest. The prettiest teller in the branch should watch out for an increase in perving. Beware the funny-looking chap with the pocketless trousers.
I have never heard of less customer information being healthy. The NatWest brand will no doubt become weaker with more frustrated customers, as they make some of them late for appointments. permalink
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