Mongezi Mtati | @Mongezi
Speaker | Writer | Digital Media Strategist

Nedbank delivered on their “Ask Once” promise

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I avoid going to the bank as much as possible. Who wants to queue and get average service?

Thereafter – in most instances – be told to go to “your home branch”. At least that was always my perception of banks. Until this past Saturday, that is.

With the excitement of Friday night, I forgot my card at some store after making a payment. As Murphy’s Law would have it, I only realized that after 11am on Saturday. Knowing banks close at 12pm on Saturdays and you cannot get anything out of them without raising your voice. Well….all the purple angry faces on Hello Peter would also have you believe that. I have posted a few about other companies as well.

After 1pm, I arrived at a quiet Nedbank branch in Sandton City, and that alone was too good to be believable. With Murphy’s Law hanging over my shoulders and all. The guy behind the desk advised me to cancel my card using the phone in their branch and request a replacement one.

Expecting the skies to fall, surprisingly their contact center was open, the card was canceled quickly and Victor Mochemi – the teller – gave me a new one.

For the first time, all the perceptions I had of banks were changed. Victor Mochemi raised the bar and made it difficult for his colleagues to give anything less than great service. So, Murphy’s Law no longer applies.

From this experience, I also learnt that the larger Nedbank branches close at 3pm on Saturdays instead of 12pm. On weekdays, they close at 6pm and that would be convenient for normal branches to offer as well. They really improved their service and with linchpins like Victor, they can only get better.

If the world were a perfect place, this would be the bear minimum you expect of banks. But, sadly it isn’t. Most companies tend to get stuck in the clouds and aspire to be many things, except what they should be.

Where were your expectations exceeded recently?

Image by: Mark Bridge on Flickr

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