My wife does most of our banking so I rarely have the need to visit our bank. But, I had a check I needed to deposit so I went by Suntrust on my way into the office yesterday. I was really surprised to be greeted by a boarded up customer service window and a small screen with a camera.
I can't think of any good reason why Suntrust would make the decision to remove its employees from the view of the customer and shove them in a back room somewhere. Yea, so there's a camera where I can see the person handling my account but that's hardly what I consider a good experience. I drove up and was greeted by a screen showing nothing but me on it. There was no banking representative to greet me and ask me how my morning was going. Nothing. I put my check and deposit slip into the canister and sent if off. About a minute a half later a lady appeared on the screen and asked me if I wanted to deposit my check. My response: "Um well, there's a deposit slip in your hand no?" She turned the screen off causing me to reappear and went about her business. A minute or so later the canister returned and she came back on to say thanks.
Unbelievable! It was a completely horrible experience and I felt like I had the plague or some airborne illness. "We're sorry, you're not important enough to actually have people to greet you and we can longer show our employees to you through a normal teller window." Suntrust, if you believe you are somehow increasing employee efficiency (or making their job safer) and NOT harming your customer service, you need to think again. While this is just ONE incident and one small little thing I've learned about Suntrust I'm considering moving my business somewhere else. After all, if the executives of Suntrust make decisions like this - that are negatively affecting the customer - what else will they decide?
Here's some photos of what I saw.
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This entry was posted by Aaron West on February 7, 2009 at 2:23 PM. It was filed in the following categories: Personal. It has been viewed 5511 times and has 13 comments.