Thursday, December 4, 2008

"You can't deposit all of your money"

I like to save quarters... Whenever I 'break' a dollar and have quarters left over, I will diligently put them in a tin piggy bank next to my bed... After about 10 months, my bank will be filled to the rim with about $150 of coins. Typically, I will use that money to buy something for my wife, but this year I will use it for a special Christmas present.

Today was the day that I went down to the local branch of my bank, and attempted to deposit my nicely rolled coins into my account. After swiping my ATM card so that the teller could verify that I was a loyal customer (for over 30 years!) with multiple accounts (including a mortgage and car note), the teller said to me, "I'm sorry, but you can't deposit all of your money." I looked at her with a confused expression on my face and said, "Excuse me?"

She proceeded to explain that it was policy to accept no more than $100 of coins per customer per day because that satellite branch (located in a supermarket) did not have enough space in the safe for any more. There were several anxious customers in line behind me... it was the end of a long day... and I was so stunned that my bank since the 1970's was refusing my money, I simply deposited my $100 limit and walked away.

That was the second time today that an employee went out of his/her way to disappoint me by adhering to a policy that could have been easily adapted without hurting anyone. I could have asked for an exception to be made... I could have asked if the safe was really full at that moment... I could have asked to see the manager... or I could have used the "Do you realize that I have been a loyal customer for over 30 years?" card... But, I didn't. I just walked away with another example of how a front-line employee let down her organization by not doing the 'right' thing.


Amy S. said...

You could do a comedy routine on this story. It's hilarious, really!

davidgoad said...

That's an amazing customer non-service story. Reminds me that the retail world is run by teenagers working just over minimum wage. And even sadder - she would not be rewarded for breaking the rules on a customer's behalf. Where should the blame be placed?