bibi rose wrote:Yesterday I was behind a guy in a bookstore who came to pick up a book he'd ordered, was handed the book and verified it was the right one, then freaked out when the book was rung up, because it was $3 more than he expected. (A big, glossy trade paperback, it was still less than $20.) He stood there and called some family member on the phone to ask whether he should buy the book anyway. The person had to be summoned to the phone, etc., and a long conference ensued where he described the book so the person could decide if it was really worth it...

When something like this happens, I usually talk over the head of the ass to the cashier, and say, politely, but just loudly enough to be heard by both of them, "Perhaps you could ring me up while this gentlemen decides what he wants to do?" That usually results in either a) the cashier's agreement to my request, b) the ass rapidly resolving his indecision, or c) the arrival of another cashier, all of which are acceptable.

Sometimes I wish that behind transaction stations there would be large signs proclaiming "No Conversations." Or, "Customers Are Allowed to Express Maximum 15 Seconds of Pleasantries Before Handing Over Money." That would be a shame, because it would be dehumanizing in an already too-dehumanized world, so I don't really want that. But when I'm behind a world-class ass I do.

Last night my daugther & I decided to go shopping at Harlem/Irving Plaza. We do live close so we walked. After shopping there we crossed Harlem and went to Dots, a cheap women's clothes store where my daughter found a shirt she liked. She went to check out and we stood there 15 minutes because the patron in front of her bought a bunch of clothes and while the only cashier was ringing her out, she went through the jewelry bins surrounding the cash register. AFTER she wrote a check for the clothes, she then decided she had to have some plastic jewelry to go along with it.. Had to stand by while she wrote yet another check, I felt like I was in a bad episode of the Twighlight Zone.

Hi,

I was in a 24-hour grocery store around midnight on a weeknight. The guy in front of me either had little experience using LINK and credit cards or was intentionally inept in some sort of scheme.

The cashier rang up $46. worth of water, salsa and snacks, though his LINK card had $43.50 on it. Just learning this took a while, because instead of smartly moving his card past the sensor. He move it slowly back and forth a few times, which caused a manager to come over to manually insert his information to the system. He also had to punch in a pin number, which he did with some effort to recall the number because it took a few times to get it right.

His response to the $2.50 shortfall was to decline using his LINK and use his credit card instead. He again moved his card across the scanner slowly back and forth a few times. Again the manager took care of this transaction manually. The purchaser did start to recognize this whole transaction took far longer than it should and began apologizing to those of us behind him. After almost ten minutes his transaction was successfully completed.

My transaction was in cash and less than a minute.

Regards,

HI,

Recently I went to a Chase branch to cash a check, though not at my regular banking location. I was obviously identified as a sheep as I walked into the door, because a employee approached inquiring, "What brings you in today?" "I would like to cash a check." "Let me help you." He took my check, then started walking me to the rear. We passed a manager whom my sheep herder advised helpfully, "The guy from the judo school next door has been in line for a while. Maybe you can help him?" I continued to follow with a bubble of thought erupting from my brain, "Why am I getting prompt attention when the judo instructor is still waiting?"

I saw a counter in the rear and immediately stopped, thinking this was our destination. Wrongo as my sheep herder traced back to steer me to his cubicle. I reminded him I was interested in cashing a check. He began tapping my account into his system commenting he wanted to review my account. Oh yeah? I unzipped my sheep outfit and erupted as the wolf complaining I was there to simply cash a check and not have my finances examined by a sheep herder. I plucked my check from his table advising I was going back front to stand in line behind the judo instructor. Now it was his turn to follow my leader, as he positioned himself awaiting for another sheep by the front entrance.

I was still fuming over this when I recalled my friend Helen commenting about her recent visit to my regular banking locaiton. She had asked how desperate was my bank for business because they had also tried to examine her finances when all she intended to do was cash a check on a Chase account. I turned to my sheep herder complaining, "A similar thing happened to my friend at another branch? What's with you guys?" My now meek sheep herder didn't want to take any responsbility for his actions. He shuffled the blame to his manager now on the phone. He curtly explained this was now standard procedure of redirecting of people who walk into the bank to cash checks.

Now you may wonder what does this have to do with food? I was cashing a check with the intentions of getting cash for lunch nearby. People who write checks may be deemed world class asses, but I have a nomination for world class asses when it comes to cashing the damn check.

Regards,

Cathy2 wrote:He curtly explained this was now standard procedure of redirecting of people who walk into the bank to cash checks.

They don't want you to come inside to cash checks. They want you to use the drive-up or ATM.

My guess isn't that they don't want people coming into the bank to cash checks, but that they see this as an opportunity to "upsell" customers on their whole "suite" of financial services. "Let us take a look at your financial picture to see if there's any way we can help you." They're trying to create more customer-bank interactions to foster brand loyalty. Ugh. Probably some Alec Baldwin type has told them that first prize for upselling the most customers is a new Cadillac, second prize is a set of steak knives, and third prize is you're fired.

LAZ wrote:

Cathy2 wrote:He curtly explained this was now standard procedure of redirecting of people who walk into the bank to cash checks.

They don't want you to come inside to cash checks. They want you to use the drive-up or ATM.

As a new Bank of America customer, formerlyLasalle, they have new atms that will accept your cash and check deposits. They have someone stand at the door and insist I try the atm. It scares me. The thought of sticking my money in a machine and it will magically appear in my account leaves me wanting a human being.

I love those machines. I don't have to fill out a deposit, I get a scanned image of each check on the receipt. Then I hop in my flying car and drive back home to my Robo-Wife. The 21st century is great.

Heather22 wrote:As a new Bank of America customer, formerly Lasalle, they have new atms that will accept your cash and check deposits. They have someone stand at the door and insist I try the atm.

I guess it is about that, then. I bank at the First American on Diversey and Southport. They don't do that there. (Generally I can walk right up to the teller because there's no line at all. I like that.)

riddlemay wrote:Probably some Alec Baldwin type has told them that first prize for upselling the most customers is a new Cadillac, second prize is a set of steak knives, and third prize is you're fired.

Should I assume that you're referring to the character he played in the film Glengarry Glen Ross and not him personally?

=R=

ronnie_suburban wrote:

riddlemay wrote:Probably some Alec Baldwin type has told them that first prize for upselling the most customers is a new Cadillac, second prize is a set of steak knives, and third prize is you're fired.

Should I assume that you're referring to the character he played in the film Glengarry Glen Ross and not him personally?

=R=

I actually watched this clip twice last week (inspired by an article about Baldwin in New Yorker); it is probably the most chilling "motivational speech" I've ever seen. Hilarious.

http://www.youtube.com/watch?v=y-AXTx4PcKI

David Hammond wrote:

ronnie_suburban wrote:

riddlemay wrote:Probably some Alec Baldwin type has told them that first prize for upselling the most customers is a new Cadillac, second prize is a set of steak knives, and third prize is you're fired.

Should I assume that you're referring to the character he played in the film Glengarry Glen Ross and not him personally?

=R=

I actually watched this clip twice last week (inspired by an article about Baldwin in New Yorker); it is probably the most chilling "motivational speech" I've ever seen. Hilarious.

http://www.youtube.com/watch?v=y-AXTx4PcKI

Yes, it is a truly great cinematic moment. Chilling and unforgetable.

=R=

Mike G wrote:I love those machines. I don't have to fill out a deposit, I get a scanned image of each check on the receipt. Then I hop in my flying car and drive back home to my Robo-Wife. The 21st century is great.

Wow - glad to hear someone else is as delighted by these machines as I am. Have you deposited cash in it? That's especially cool. Maybe I'm easy to please, but I usually deposit at the drive-thru Chase at Franklin & Grand, but no more until they install those cool deposit machines!

Cathy2 wrote: What's with you guys?" My now meek sheep herder didn't want to take any responsbility for his actions. He shuffled the blame to his manager now on the phone. He curtly explained this was now standard procedure of redirecting of people who walk into the bank to cash checks.

Years ago, I worked at Bank One - home of the "corporate retreat" and "trust exercises." The "would you like fries with that" approach was not only required, but was recorded on your work record - I doubt the manager even has control over that policy. They also made us take acting classes in order to ensure we were communicating effectively with customers. (Keep in mind I have a B.A. in Drama and two A.A.s in English and Communications, along with five years in the business - our "teachers" had none of the above, just actors who found a new way to make money) Banks are the epitome of Dilbert-like office management, and unfortunately don't realize when they are shooting themselves in the foot by engaging in practices that drive customers away.

that is standard operating procedure at Chase; the personal bankers are now required to direct people to their desks; stick with the drive up window

Cathy2 wrote:He began tapping my account into his system commenting he wanted to review my account. Oh yeah? I unzipped my sheep outfit and erupted as the wolf complaining I was there to simply cash a check and not have my finances examined by a sheep herder.

Cathy-

While this situation is certainly annoying, you may have missed a golden opportunity to renegotiate down or away any account-associated fees and negotiate up any savings interest rates. You do this of course, after threatening to move your money somewhere else, given your expressed dismay at Chase's business practices. Worth a try, IMHO.

Finally! Those folks who go into the bank with no real business to conduct and spend undue time chatting with the tellers will pay the price. This seems wonderful to me.

=R=

Hi,

The drive-up window processing speed has become slower and slower. It seems almost by design, because a simple one-check deposit I was informed, "Would take a few minutes."

Banking via machines is far more pleasant than dealing with the people, because the service aspect is rapidly declining. Ironically the only reason we continue to bank where do, note the location has been the same and the name has changed over seven times in almost 40 years, is due to our account officer. If he left, then we would rapidly consider other banks.

Regards,

Cathy2 wrote:I was obviously identified as a sheep as I walked into the door, because a employee approached inquiring, "What brings you in today?"

I first noticed this behavior at my local Chase branch approx two weeks ago. At the time I thought it a poor attempt to calm the customers and misdirect a run on the bank. It had the opposite affect on me, and made me very nervous. I considered withdrawing all my cash and spending it all on frankfurters. When the paper becomes useless, at least I will have something to eat.

-ramon

Hi,

Two weeks ago is definitely when this new behavior was observed by my friend Helen. All I wanted was my check cashed. If he wanted to expedite my getting this accomplished, then why not. I was sort of ticked off at myself feeling gullible following this guy around, especially when I felt it was a bait-and-switch.

I imagine their focus group were a bunch of sheep, too, or were too polite to tell them this tactic shook their confidence in the bank.

Regards,

Quite a number of entertaining anecdotes here, but I must say the last time I've seen someone using a check in a supermarket was years ago. In fact, it is such an archaic notion to me that I would actually probably enjoy watching someone do it - just for the novelty of it - like watching those guys in San Fran turn those cable cars around by hand. But then again, I’m one of those people who likes watching the wackos do their thing. My favorite episode was with a fairly sane-looking man coming up to me in the middle of a street in NYC and asking me in all earnestness how to get to Sweden. I told him he should head north, and he, satisfied with my reply, turned around and proceeded to walk north on 2nd Ave.

My favorite episode was with a fairly sane-looking man coming up to me in the middle of a street in NYC and asking me in all earnestness how to get to Sweden.

The correct answer to that question in New York is always "Practice!"

Cathy2 wrote:HI,

I was still fuming over this when I recalled my friend Helen commenting about her recent visit to my regular banking locaiton. She had asked how desperate was my bank for business because they had also tried to examine her finances when all she intended to do was cash a check on a Chase account. I turned to my sheep herder complaining, "A similar thing happened to my friend at another branch? What's with you guys?" My now meek sheep herder didn't want to take any responsbility for his actions. He shuffled the blame to his manager now on the phone. He curtly explained this was now standard procedure of redirecting of people who walk into the bank to cash checks.

Now you may wonder what does this have to do with food? I was cashing a check with the intentions of getting cash for lunch nearby. People who write checks may be deemed world class asses, but I have a nomination for world class asses when it comes to cashing the damn check.

Regards,

I may be hallucinating, but I have accounts at both Chase and Harris and feel as if there's less of this nonsense-- trying to rope you in for something other than the task you came in for-- at Harris. At the Harris branches I frequent, they also seem to be more service oriented. Not too long ago I stepped up to a teller and said, "This is just a deposit." She said something like, "There's no such thing as 'just a deposit.' Every transaction is important.'" I don't like putting my money into ATMs, and I sometimes make mistakes on my deposit slips, which no doubt makes me a pain in the butt customer, but I am always treated well there. I keep rather less money there than at Chase. Maybe having more money at Chase is what makes them want to bug me; on the other hand they probably don't know who you are when you come in and they decide to suject you to these routines.

bibi rose wrote:Maybe having more money at Chase is what makes them want to bug me; on the other hand they probably don't know who you are when you come in and they decide to subject you to these routines.

This put the thought in my head to wonder, "Do these stupid 'relationship-building' routines ever result in actual incremental business for the bank?" I mean, I can see how they might work to make you forgive the bank the next time they screw up, but does anybody ever go in to cash a check and end up taking out a mortgage, opening up a Keogh account, and signing on for financial planning before they're done? That can't happen. And yet, it must, a certain percentage of the time, or the banks would stop the practice. Who are these customers?

This is different from being recognized and greeted by name, and it's also different from those occasions the bank goes the extra mile for a customer. Those things can work like gangbusters to create genuine loyalty. The banks that put all their efforts into upselling ought to try that out for a change!

riddlemay wrote:This put the thought in my head to wonder, "Do these stupid 'relationship-building' routines ever result in actual incremental business for the bank?"

Put yourself in the position of an elderly, retired person. The kids have moved away and took the grandkids with them. They never even call anymore, those good-for-nothings. Your friends are dead or senile. Suddenly, this nice young person actually wants to talk to you. They want to know how you are doing and they're concerned about all that money you've been socking away all those years. After all, you don't want to lose it all in today's crazy market, do you? The nice young person offers to sign you up for a new account that will make it all better...and you can get a new toaster, too.

Does it work? I'd venture to say it works very well.

I'm sure I've been a WCA in a checkout line, but it's when a merchant tries to screw with me.

My favorite is when merchants violate their credit card agreements. I've become VERY familiar with the terms of my VISA card. Among stunts prohibited by merchants that take Visa cards are minimum transaction amounts, and asking for a drivers license or other ID when using a card that is properly signed on the back. Whenever I'm asked for ID, I just say no (unless you're wearing one of those smoky the bear hats, and you've just stopped my car, you don't get to see my DL).

More than once, when harassed by a merchant, I've pulled out my cell phone, and called the number on the back of my card (1-800-VISA-911) and told them that I was trying to make a purchase, and the merchant was violating their credit card agreement. I'll either stand there until they comply, or walk out leaving my pile of merchandise unpurchased, never to return.

Other credit cards have similar policies. In general, card companies do not want merchants hassling their card users, they want them to spend Spend SPEND. MasterCard is probably the same as Visa.

AmEx doesn't have a minimum restriction, UNLESS the merchant accepts another card with no minimum, so if an AmEx merchant also takes Visa/MC, then they effectively have no minimum too.

I haven't been able to get a straight answer on either of these from Discover, so if they ever question that card, I just switch to my Visa card.

j r wrote:I'm sure I've been a WCA

Knowing is half of the battle.

j r wrote:Whenever I'm asked for ID, I just say no...
More than once, when harassed by a merchant, I've pulled out my cell phone, and called the number on the back of my card (1-800-VISA-911) and told them that I was trying to make a purchase, and the merchant was violating their credit card agreement. I'll either stand there until they comply, or walk out leaving my pile of merchandise unpurchased, never to return.

Way to not sweat the small stuff. I want to party with you.

Way to not sweat the small stuff.

Well, when you've had your personal information stolen three times, you tend to get just a bit paranoid. I do everything I legally can to protect my identity, and to stop those that abuse personal information.

If a clerk wants to see my Drivers Licenese when I use a credit card I have no problem with that & I wish more did. I think it is a good thing, I would hate to lose my wallet & have someone be able to use my cards without ID before I got a chance to cancel them.

Oh, and I havent written a check in a few years, especially at a store.

j r wrote:

Way to not sweat the small stuff.

I do everything I legally can to protect my identity, and to stop those that abuse personal information.

maybe it's your outfit?