The security story

It's a sure sign these security staff are being well-treated and not under any stress because they always look so relaxed and happy when I visit any branch of a certain CU.
Would it kill them to pass on the good vibes to customers by not wasting their time? 

This is the time of a pandemic, people want to get in and out as fast as possible, not to be told "stand there" - when they could have been signing in at the log book which was not being used when they were told to just stand there- and then made to wait an extra few minutes while someone else who came after them was sent straight to the log book. 

The security staff did just that to me and then proceeded to get an attitude because I had the gall to point out that they were wasting my time. Not only were they wasting my time but they were putting me at greater risk by having me wait longer than necessary, when I could have been asked to sign the log book as soon as I entered so that I could be ready to make the next move without delay when my turn came. 

I am not trying to be unreasonable, just trying to be efficient with my time especially when it comes to interacting with the public and it is not unreasonable to want to limit my exposure time when the public continues to demonstrate a level of reckless abandon when it comes to following the guidelines for safety during the pandemic. 

It is deplorable and very unfortunate security staff are not capable of thinking innovatively - but even if they cannot do that, at the very least, if they could adopt a nicer attitude at all times whether or not they think the customer is right or wrong, things would go a lot more smoothly.
One particular female security guard has a condescending attitude and on that day thought it was her duty to punish me for pointing out that my time was being wasted. This is not customer service, this is customer abuse. 

All I wanted was an efficient experience: to get in as quickly as possible and move through the system similarly, not trying to jump any lines, and it could have been done better that day. 

On top of that insult, the first teller I approached, instead of sending me straight to the next teller who was available, tried to tell me wait. Why? Why would you tell someone to wait if there is someone else who can see them? Do these people not get training in customer service? Clearly this organisation requires the services of a consultant to get their team the training they need, unless it is their desire to make the customer experience as difficult as possible so that people will just choose not to visit the branches at all, in which case, they're doing a brilliant job.

Tile Tale

Not a tall tale, by any means, this is a recap of my recent visits to several tile stores in Trinidad, on the hunt for some tiles to make recommendations to contractors working on our labs. Some things stood out.

1. Only one store offered the sample tile for free and the same one also said it doesn't matter if the tile got chipped, he would still buy back the sample. (Kudos to Interior Harmony.)
2. Other stores said they would re-purchase the sample once it was not damaged. (However did not offer to wrap the sample as a precaution.)
3. Porcelain tiles range greatly from as low as 44 to as high as 109 TTD for some very similar looking tiles....
4. All stores who were asked for directions failed to give the simplest possible directions and in some cases, we got wrong directions: some people don't know north from south or right from left!

To those interested in improving customer relations by giving proper directions for customers to find your stores, I recommend the following. Prepare a set of simple and easy to read directions to your location and place them next to the telephone so that whoever answers calls will have this information at hand for callers.
Also, if you have a web presence, plug it. You never know if the caller does not know about the website. Be sure the directions are also posted on the website. Until we get GPS that works on "everyman's" phone, and until every business in Trinidad and Tobago is mapped on Google, this is your next best strategy for making sure customers do not waste time in getting to you.

Tips for writing good directions

• Use North, South (i.e. the cardinal points) instead of left and right.
• Use landmarks that are not likely to be destroyed in the near future to reassure customers they are on the right route.
• Be sure to test and double-check your directions for clarity and accuracy by driving the route yourself or having someone test for you.
• Give directions from all the major highways/roadways your customers may use.
• Include a map, if possible, on your website.

(Source for tips: http://entertaining.about.com/cs/invitations/a/drivedirections.htm)

RBL Follow up

This is an update to my previous post.
I have to say kudos to the RBL PR person for doing a really brilliant job of getting things done in a short time. RBL Powers That Be (PTB) were not content to send me an emailed apology only, they actually managed to get me into "the system" (and notified me of it within a day or two of the first email) so I do not have to show my Professional Club (PC) card the next time I say I am a member and they don't believe me, they just have to check. And I know it works too, because I went today to get the draft made, finally. Again the clerk mentioned the commission and I replied that I am a member of the PC and she glanced across at the screen and saw that it was true so she said "Ok" and didn't ask anything further.

I know it's nitpicking and probably asking too much, and maybe they just never think to check, but couldn't she have shown the initiative to first check "the system" to see if I was a member of the PC so she wouldn't even have to mention the commission? I probably shouldn't expect that much! Or maybe they just hope we forget that little fee waiver and go ahead and pay the commission. No refunds right?!