How do you forgive your customers when they make a genuine mistake? Ever overspend your limit? Today people are running close to the end of their checking account balances and because of the vagaries of the financial world companies put holds on money, banks post bigger withdrawals first and people lose sight of where their actual balance is.
Some institutions have at least a $25 charge for an overdraft, meaning one customer I am aware of ended up spending close to $30 for a Big Mac. Think about it, with the current conditions banks are facing, do the banks really want this revenue stream to stop? Fee income is a significant source of revenue in these volatile times and financial institutions are looking for every way they can to improve their bottom lines. So where are their incentives for teaching better customer behaviors?
Treat your customer like family
Taking advantage of customers with fees such as the $30 Big Mac example doesn't build relationships or trust. The short-term view of customers makes for short-term customers and there is no relationship.
Treat customers like family. Give them the benefit of the doubt. Work with them in their trying times.
Create an "oops clause."
An "oops clause" simply means when your customer makes the rare mistake, you work with them on it; not take advantage of it. Make one late payment after years of on-time payments, or one overdraft situation after years of good money management; we got you covered. Obviously an "oops clause" is different than a "bad habits clause." If you are a financial institution and some of your customers are perpetually in a negative balance situation forgiveness only goes so far. In bad habit circumstances why not require they get some financial help your organization offers for free? There are still ways to help the habitual offender, if you want them to stop that self-damaging behavior.
How can you offer better customer service in your organization with an "oops clause"? What oops would your customers really appreciate your understanding? You are going to create much better customer buzz with your forgiveness in an “oops clause” than in making them choke on a $30 Big Mac.
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