Last month I went into my bank a TD Canada Trust. I had a problem, I was getting charged 30 bucks a month in usage fees. I have a student account and that gives me 20 free transactions but apparently I need more and 30 bucks a month was killing me. I didn’t expect the bank to care but I decided to try and I was right initially  no one did care. I was blown away and I was pissed off but I’m not a yeller. I don’t believe in making a huge stink to get my point across. I’m somewhat naive in the sense that I’m a nice person and I’m willing to listen and communicate to solve a problem and I expect the same treatment back.

I decided to take another crack because not all banks could be so cynical right? I went to a different TD and they cared. (see below for some exerts from my eamil)

Great. I thought that was it. I sent a nice email about an employee that I had an amazing experience with to the manager because Lois was  someone that renewed my faith in customer service. That wasn’t it I got an amazing email back from the manager detailing her thanks and what was going to happen to the amazing lady that helped me.  Wow! Someone else cared, and turns out it was a company that cared.  That fact that I got an email back mattered.

Lois was incredible and I told someone. It’s important to notice incredible because I’m sure Lois has been doing amazing things like this for years and I hope she’s been noticed but maybe not. Sometimes it’s not enough to just leave a comment in the comment box but it’s necessary to take the time to tell an actual person so that the Lois’s of the world get noticed because if they don’t they might think no one cares and if they stop brightening days that result could be brutal.

The Email

“To my expectation no one cared. I was talked to like a kid with a bank card. My problem was brushed off as another everyday problem that the individual behind the counter cared nothing about and it was a Monday so maybe that justified the lack of connection to them. Needless to say I was rattled…….. All I wanted was for her to discuss it with me and find a solution. Unfortunately the solution that the branch on Saanich came up with was to close my account. She apparently was able to do that immediately but unable to ask me what I needed and have the empathy or responsibility to find a solution. I didn’t want free stuff, or my money back just a solution. I didn’t need my account closed. ”

“Then I walked into your branch. Your fantastic branch with everyone smiling regardless that it was 10 am on a Monday. I then met Lois Young and she cared. She cared about my problem and listened to me like it mattered to her. I was a bit peeved and she wanted to hear why and she wanted to help. She didn’t just tell me where to go or who to call but we discussed what I needed, what worked and if moving away from my student account to the more advanced account with a small fee but unlimited transactions was better. She took on the responsibility of my problem, and I loved it. This is what I wanted Carolyn, for someone to make what I thought was a big deal a big deal to them as well. I was elated. She completely abolished my view that TD was just a bank with customers instead it’s a bank that still cares about my name, how my day is and what my minuscule problems are.