A New Look at the Expression, "and another thing"

                           AND ANOTHER THING could be the segue way to a new practice, an explanation of a customer benefit or service.....

Recently I opened a business account in a new bank; a month later the bank was purchased by another banking company..

It was all-too apparent that Bank A and Bank B had very different policies and practices. For example, Bank A offerred on-line registration for business banking on-line services. You just get on the site and sign up, create a password, you know the routine.

Bank B required that  a notorized request (on their form) be mailed to them to request the service, (in snail mail) and in order to clear you for on-line banking privelages. They  sent the password back in snail mail. The whole process took two(2) weeks.

My first reaction was; "I better find another bank, Bank B must be in the dark ages if you cannot do all of these things on line in ten or twenty minutes." There were a lot of other things that just did not sit right with me; generally there was a lot of confusion about banking procedures and I was asked to "Come Back" or  "Call Back" another day when representatives could not answer simple questions; (who has time to come back or call back --they have to be kidding)

I decided to go speak to the Regional Manager of Bank B, to express my concerns about their practices and let him know that I was thinking of closing my account.

When I did this, the whole situation turned around. I learned the benefits to their security arrangements, how I could set up low interest accounts, and a boat load of other practices and real benefits were explained to me. I also found out that 35% of the bank was owned by the employees and that everyone really cared about customer service as they had a vested interest. They assigned me a personal business advisor, helped me set up some of my own financial business practices, all at no cost!

The moral of the story (according to the Regional Manager of Bank B). "A lot of our banking associates on the front line just aren't communicating these banking benefits  to customers.
They came from Bank A and are having difficulty adjusting to Bank B."

He explained to me that they would devote more time to training the tellers and customer service reps about the new company and thanked me for taking the time to seek him out.
(I suggested a simple, well written pamphlet outlining some of the different benefits of Bank B as they were explained to me. I suggested that this could be introduced at the point of contact by the teller when a customer comes to make a deposit or withdrawal.) I also offerred to create the pamphlet for them, (but that is another story).

Use whatever method you want to help educate your customer about your service.
If you find your self being managed by a new company, there may be some new practices that the customers should know about. Often at the point of contact, when you deal with a customer face to face on any issue, this could be the best time for you to tell them "another thing" about the new practices and services that will benefit them.

This could be one way to avoid confusion and keep residents from leaving you to lease at another community.

Did I give the Regional Manager good advice?  What do you think? What else could have been done or said? Has anyone else ever had an experience like this?