?

Log in

No account? Create an account
 
 
20 August 2014 @ 10:08 pm
Catching up  
Both yesterday and today I had lunch with an ex-workmate whom I haven't seen for a few months. He's been in the city on a training course for a couple of days, having moved into a new role in the bank. Really enjoyed catching up with him, but it brought a lot of bad memories back - talk of "uplift" teleconferences each Monday, that are compulsory for those who didn't meet all eleven KPIs in the previous week, for example. And the same tired old lines being trotted out: "So what are you going to do differently this week to improve on that result?" And everyone having to attend these "Raving Fan Revolt" sessions; urghh, my twitter feed has been full of that for weeks now, it's like bathing in a pool of someone else's warm vomit.

Added to all of that, I was talking to a friend from a branch down south, the other night, and she mentioned how she has to make at least four unsolicited phone calls per day, in an attempt to make an appointment for one of the bank's sales specialists, but she's not allowed to talk about product when she calls - she can only tell the customer that it's a good idea to get their banking reviewed. Who has time for that?! Anyway, they've been told that if they don't make their calls, they'll be getting calls from the area manager. You'd think he'd have more important things to do, yes? To me, it smacks of bullying, and just hearing about it made me feel really anxious.

You'd also think that after 21 years there I'd really miss the place, wouldn't you? I miss what it used to be, but not what it's become. And then the Financial Review last weekend was trumpeting about bank's financial results, and how their biggest improvements were in productivity gains ie doing more with less, and I knew exactly what they were on about, and how those gains are achieved. It's the frontline staff, and fewer of them all the time, being flogged for every sales opportunity, to the point where walking into a bank is a profoundly disturbing experience for customers, with overtones of MacDonalds "Do you want fries with that?" enough to set your nerves on edge. I won't set foot in a bank if I can possibly avoid it, these days, to the point of depositing cheques via the atm on the weekend.

Unfortunate, in the extreme, that it's the only business I know.
Tags: ,
 
 
Current Mood: depresseddepressed
 
 
kiwisuekiwisue on August 20th, 2014 07:21 pm (UTC)
I have to go in to That bank every few months because it's where my club's account is (I'm Treasurer). They're always very nice, but I get the feeling that if I had something other than a bog standard non-profit society account they'd think they had to sell me something.

Commonwealth used to be a lot like that too, but I think they've improved. My normal bank is ANZ and I thought they were largely immune - but last week I went in to pick up some American $ and they tried to sell me on a 16 months interest free mortgage transfer - I have mine with an industry credit union, so no thanks!

I guess I'm saying, you're lucky to have gotten out of that environment and are enjoying your work again.
miwahni: Pros BD tablemiwahni on August 21st, 2014 11:14 am (UTC)
Well someone isn't doing their job properly - if all you have with THAT bank is the club account, you are absolutely PRIME for the questions. "I can see you don't have your banking with us at present, but you're in here to do the club banking. Wouldn't it be simpler if you could do your personal banking at the same time? When would be a good time for you to sit down with our Customer Service Specialist to go over your banking needs? Not only could we save you time but we may be able to save you some money as well."
Be prepared, the day will come. And you can see I paid attention in branch staff meetings. *g*

Actually 16 months interest-free on your mortgage is a pretty good deal, unless it then reverts to a higher rate. Best rate on the market at the moment is loans.com.au with ongoing (not a honeymoon offer) standard variable 4.54%. Not that I'd know, or anything. :-D