This morning I had business at Chase Bank. The posted opening time for the branch is 9AM.
I arrived early and was surprised when the branch manager opened the door and let me in almost ten minutes early. Wow!
- Was my mobile phone time incorrect?
- Did the branch manager accidentally open the doors early?
- Was her clock wrong?
- Are early openings unusual for Chase?
After concluding my business, I inquired about the early opening. The manager shared that it’s bank policy to open the doors early if they are ready to receive customers. She indicated they also remain open late if customers continue to arrive.
Chase is in an extremely competitive space and endearing the bank to customers in this manner is a smart move. I certainly appreciate the extra effort to accommodate me; and also recognize such accommodations serve as friendly reminders that going the extra mile for customers is good business and enhances client loyalty.
Can you envision a few measures that would concurrently enhance both customer satisfaction and the bottom line in your business?
Reprinted from 2014
Photo courtesy of Steve Fowler
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