Cresencia Marjorie Chiremba
In the bustling Southerton industrial area, where financial institutions and security companies co-exist, a remarkable encounter unfolded at one of the banks situated in the busy shopping area popularly known as “Pamabank”.
A seemingly ordinary visit to open a bank account turned into an extraordinary experience, leaving my sister and I with a sweet taste of seamless service that transcended organisational boundaries.
Picture this: a security guard from an independent company contracted to offer security services at the bank, clad in his crisp khaki and black uniform, assisting bank customers. The bank employee in charge of new accounts opening, seamlessly collaborating with her counterpart, ensuring a smooth process for every client. It’s a partnership that defies conventional norms, a marriage of purpose and commitment.
The ingredients of seamless service
Shared purpose: When the security team and the bank employee work together, their common goal emerges – serving the customer. The security guard’s assistance in form-filling and document guidance exemplifies this shared purpose. The bank employee even willingly gave us her contact details so that we could e-mail the missing documents to her over the weekend, which reinforced her commitment to ensuring customer satisfaction.
Empathy across boundaries: The bank’s employees’ empathy extended beyond the bank’s walls. She recognised that weekends matter to customers, and her gesture of allowing document submission during non-working hours demonstrated empathy and understanding.
Operational harmony: Behind the scenes, the security guy and the bank employee operate independently, yet their collaboration ensures a harmonious customer journey. The security guard’s initial touchpoint seamlessly transitions to the banker’s domain, creating a cohesive experience.
Recognition of the human element: Customers don’t see organisational silos; they see people. The banker’s personalised approach – sharing her contact information – humanised the process. It’s not just about forms and documents, it’s about trust and connection.
Why seamless service matters
Customer retention: Retaining existing customers is cost-effective. Losing them due to disjointed experiences harms growth and revenue. The banker’s seamless assistance ensures that clients stay loyal.
Profitability: Happy customers spend more. Bain and Company found that increasing customer satisfaction can boost profits up to 95 percent. The banker’s actions contribute to the bank’s bottom line.
Churn prevention: Banking, like other industries, faces churn challenges. This banker’s commitment reduces the risk of customers walking away. After all, it took just four contacts to resolve issues – an improvement over industry averages.
The ripple effect
The banker and the security officer created a ripple effect. Their seamless collaboration resonates beyond the bank’s walls. As customers, we appreciate when two worlds collide for our benefit. It’s not just about banking or security; it’s about exceptional service.
Expanding the narrative: a deeper dive
The security guard’s role
Let’s look into the security guard’s contribution. His name – let’s call him Emmanuel – belies the warmth he exudes. Emmanuel’s familiarity with the bank’s processes surprised customers. He didn’t merely check IDs and bags or look out for people answering the phone in the bank, he engaged in conversation to help out the potential bank customer. Lending his support in filling the new accounts forms was a bridge between the bank and his security company, connecting security to service.
The banker’s weekend commitment
The banker’s decision to share her contact details wasn’t a mere formality. It was a commitment to accessibility. Imagine the impact: a customer, on a Sunday evening, scanning documents and e-mailing the banker. The clock didn’t matter, the banker cared. Her inbox became a portal for customer convenience.
The power of word-of- mouth
Customers talk. They share experiences with friends, family, and colleagues. Emmanuel and the banker’s collaboration became a story – a testament to service excellence. Word-of-mouth marketing, fuelled by genuine interaction, spread like wildfire. Soon, other branches wondered, “Can we replicate this?”
In the heart of Southerton, where the security company and the bank intersect, a new narrative unfolds. It’s not just about transactions; it’s about relationships.
Emmanuel and the banker remind us that boundaries blur when service shines. So, next time you step into a bank or encounter security personnel, remember the silent partnership, the marriage of purpose, they are working tirelessly for your benefit.
Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer service/experience. For comments, suggestions, and training, she can be reached at [email protected] or at +263 712 979 461, 0719 978 335, 0772 978 335
