The local branch of my bank has closed. Gone are the friendly cashiers (tellers), the greetings (“Good Morning, Mr. Stow”), the feeling of being valued as a customer.
The other day I had to pay in some money and went to the big main branch in the larger town. There was one cashier, and otherwise the tills had been replaced with machines. One is supposed to post into a slot any cheques received, together with a slip. There is no human being with whom to interact.
I pay a fee for my business banking, but I do not now feel I am getting any sort of service for my money. I am one very unhappy customer.
My own business is based entirely on real relationships with my clients. I value them, and I hope they value me. I try to be available to them at all reasonable times, and they know that I am there to help. If they value me, they will be happy to pay me a good fee for a service which they are entitled to expect.
Small business is all about personal service and great relationships. Big business has lost sight of that and, while we cannot all open our own banks, our flexibility and friendly approach is to our great advantage in competing where we can.
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