Not Customarily Friendly . What Is The Cause ?

It is very important to note it is not so easy to come to conclusion about matters that affect mind ,soul, and vision.
I bank with UBA ,AND zenith bank and I saw the online poll by the KPGM with  titled : Which Bank Is The Most Customer Friendly In Nigeria? - Nairaland.at the end of the poll the result was listed as stated below:



GTBank      244 (56.9%)

Zenith bank      39 (9.1%)

First Inland Bank      7 (1.6%)

UBA      12 (2.8%)

Bank PHB      11 (2.6%)

Oceanic Bank      23 (5.4%)

Diamond Bank      20 (4.7%)

First Bank      12 (2.8%)

Intercontinental Bank      55 (12.8%)

FBS Bank      0 (0%)

Access Bank      6 (1.4%)

Bank PHB      0 (0%)

   
Total Votes: 429



In the light of the above I will like to state that in banking , there are many sectors and all this department works hand in hands to achieved a good result .i do know that there are some department called  : marketing, operations, control ,and many others. If the marketers goes out with his target and was able to bring inn customers  to the bank and the operation where unable to manage the customer , the control will have no job to do. There are still many customers that walk inn to the bank without any  Marketer
 personal in the bank coming to him or her. I for one. But  the problem with most of this old generation bank is very simple. The BUINESSS MANAGERS goes out with his or her team  ,promising new customers a lot of packages which the bank can never delivered just because he want to drag the customer to the bank .e When such customer start demanding for loans that he or she is not qualified or presenting less information before the account be open. , the customer  will  be disappointed because the operation personal are not ready to dance to the tone of the BM because the request is against the bank policy , then the customer being a new fellow and can not understand what went wrong  , will now go on telling people  that this bank or that bank are not friendly. The BM’S must be warned too not to go about promising what they can not deliver. A good example is a case  in UBA where one BM  came inn with a big check and ask for the customer to be given a account number with no proper documentation and his request was turned down as he was informed that the bank policy do not support that, that he must write to his RD  for an approver. Now such customer felt bad . if the operations has gone on and one and open that account and issue arise , no body will talk about the BM but the operation person that open the account . so in a lay man way I will advised that the marketing departing must be lectured to be more friendly and  not to promise what the bank can not deliver.

So I will advised Mr. Tony ELUMELU to first clean the rooms of his marketers to stop over promising what the bank can never in 20 years deliver  to customers.  Before facing the operational staffs of the bank that are doing great job for the bank.
In most of the branches of UBA you will end up seeing only two or at most three tellers  and such branches are the heart of the cash flow of the bank. Always full with crowed. How do you want this  few tellers  to do ?are there no human beings? so customers must talk because of much crown and no space for them. Go to GT bank AND SEE the numbers of the tellers in each branches . for me as a free thinker the operational department of UBA are doing great .
The marketing department are not doing must as expected. So Tony should called them in  order and not the operational staffs . have UBA management ever asked who are the staffs of the this great GT BANK? Make your research and you will be surprise that most of them are operational guys of the SAME UBA. This operational staffs are people that face all insult from the public and they bear it  because of the vision and dream they have with the bank and the love of the job. So please let the marketing department be warned not to promise above they limit and well informed new customers on what is expected of them before opening account.  “proper documentation “
Thanks.
C. AMADI.
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