“I came in last Wednesday and you wouldn’t let me pick up my debit card,” said the man in the queue. “You said that I needed to deposit money into the account before I could get the card.”
The cashier said, “We sent it to you in the UK on Friday.”
“But the whole point” of the letter you sent me, replies the novice customer waving a piece paper. “But I can only collect your card in person.” I came in last week.
Gallic shrug. “Well, we must have received instructions to send it to your UK postal address in the interim.”
The man raises his voice. “What should I do?” The cashier calls her colleague and repeats what she said. The second cashier finds the instructions to send the card to the UK address and helpfully shares them with her colleague. It is hidden in the middle of a pile of papers, and paper-clipped. “But you’ve had it since the beginning.”
Another Gallic shrug. The customer abruptly leaves and it’s now my turn at the counter.
“I’m sorry Madame. You don’t appear have an account with our bank.” I am familiar with the intricacies of French banking. I brought with me documents proving that I have an account. I push them across the counter.
“Oui, your account has been found. To complete this transaction …”, I have also foreseen the question. Photo ID crosses the counter.
I fill out a carbon-copy form under a large poster advertising internet banking. The internet banking service only allows you to view your statement. Depending on how quickly my paperwork is processed, I might be able to receive my transfer within 5 working days.
The lesson learned: Use processes intelligently. We often deliver only what is in the requirements when we work on projects. Sometimes, the requirements are not sufficient for the needs of the customers. Don’t worry, they’ll adapt. The next time, he will write everything down, show proof of ID, call every day to verify that he hasn’t received his card. It shouldn’t be like that.
If you have the chance, ask questions and don’t hesitate to offer your ideas. Although you may be the project manager, that doesn’t mean you can’t provide input.
Service with a smile is always a good idea.
