A couple of weeks ago, a guy called me from a nearby bank. I have a couple of accounts there, and he asked me if I could stop in for just a few minutes so he could see if there were any other services they could offer me. Although I have a couple of account there, I really don’t have a relationship with this bank. I do most of my banking with Bank of America because I was a Vice President there for 8 years. But this bank is literally 2 blocks from my house. He caught me in a good mood, and I agreed to come in the next week and meet with him. So last Monday morning, I arrived at the bank for our 10:15 meeting. I walked in, and there were two gentlemen standing in the bank lobby. “Hello. I have an appointment with Chris,” I said. “That’s me!” replied one of the gentlemen. I shook his hand. “Hi, I’m Pam Weatherford.” He walked me back to his desk. I sat down, and that’s where the story began… “I’m sorry, what was your name again?” he asked. “What?!” I thought to myself. Now, I realize I’m no Hollywood celebrity, and I don’t expect people to recognize me when I walk down the street, BUT WE HAD AN APPOINTMENT! AND I HAD INTRODUCED MYSELF! HOW COULD HE NOT KNOW WHO I WAS? “Pam Weatherford,” I replied. He pulled out a folder from his bottom drawer, perused it, and put it back in the drawer. Nope. He didn’t find whatever he was looking for. He turned to his computer. At this point, he had not even looked at me once I sat down at his desk. “Darn computer is running slow this morning,” he said. He waited a few seconds and then asked, “What is your current address?” Needless to say, I was feeling anything but warm and fuzzy. Not only did he not know my name, he didn’t know which Pam Weatherford I was! If I had walked in off the street, I could understand him being caught off guard. But this guy had called me and asked me to take time out of my day to come and meet with me. And then he had no idea who I was. I was miffed, but he didn’t know that, because I remained conversational and friendly. I wanted to see how the rest of story would unfold. He took out a booklet and started going through all of the products. “Data dump” or “verbal vomit” as it is often called in the sales world. Rather than learning more about me to ascertain what might help me, he just went through every product in the book. He was un-selling himself, and his bank, with every turn of the page! He did learn that I started my own business. (That was because I told him, not because he asked!) “That’s good,” he said. “If you can get it going.” He looked at me with a doubtful glance. Could it get any worse? The knowledge that I had my own business triggered, in his mind, a whole list of other products that he could now offer me. The problem is, they were irrelevant. I don’t need payroll services for a company of one. I already have a payment processing solution on my website, so there is no need for their merchant services. But on he went until he reached the end of the book. I kept listening, waiting for the meeting to end. And when it did, he simply thanked me for coming in. No handshake. He didn’t stand up. He didn’t walk me out. And he didn’t ask for my business. This kind of situation is, unfortunately, all too common. In today’s world, great customer service is hard to find. He was a nice enough guy. He was professionally dressed and well-groomed. He could have been successful, and yet he wasn’t. What he said — and did — wasn’t what I heard. What he said….. “What was your name again?” What I heard…..“I have no idea who you are, and I didn’t even pay attention to you when you introduced yourself?” What he said...“What is your address?” What I heard...“You’re just one in a list of Pam Weatherfords. Please help me find some way to figure out who in the heck you are. Give me a number that I can relate you to.” What he said...“We’re a relationship bank." What I heard...“I want a relationship with your MONEY, not you.” What he said...A whole bunch of other stuff about their products What I heard...“Blah, blah, blah, blah, blah, blah.” (Like the teacher in the old Charlie Brown cartoons!) And now, the good news…. Three great things came out of this meeting: 1) I own a training company! I might be able to help them! You can bet I will have a conversation (not a data-dump) with the branch manager about my experience and offer to assist them with their customer service and sales strategies. You never know where you might meet your next client. 2) The encounter gave me the inspiration for this newsletter. I hope that this example will help and inspire my readers. 3) I have another story to add to my forthcoming book. I’m not ready to reveal the title yet, but when it’s ready, you will be the first to know! What’s in it for you? No matter what your job title is, you’re in the business of customer service! Are you sending a consistent message to your customers? Are you providing a level of service that will bring in new customers and keep existing ones coming back for more? Do you do it every time? If so, congratulations! If not, what are some things you can do to improve? Write down 2-3 action steps, and start practicing with every customer encounter. Good luck! Feel free to email me at pam@d3seminars.com and share your stories.