HOW ONE BANK LOST A MILLION
Why is it so important to treat every customer like a millionaire? One reason is that you never know which customers might really be millionaires. Customer John Barrier taught managers at U.S. Bank of Washington in Spokane a lesson in customer service they’ll never forget. It all started when he went in to cash a $25 check. In his Acme Concrete Co. baseball cap and dungarees, Barrier looked like an ordinary customer. Afterward, he tried to drive his pickup out of the parking lot. But the kid in the booth told Barrier to cough up 60 cents, or else go back inside and get his parking ticket stamped to verify that he was a bank customer. Annoyed, Barrier re-parked his pickup, went back into the bank, and presented his ticket to a teller – who refused to validate it. Perhaps she didn’t believe Barrier had really made a transaction at the bank. Maybe she thought he’d just walked…
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