Nice Move Wachovia

Published
by
Matt
on Oct 27, 2008
in Communication and Customer Service
. Tags: , , , .

My girlfriend (@ashlebo) went to get some cash out of the Wachovia ATM the other day, and the following card popped out with her receipt.

If you can’t read the quote, it’s an Irish proverb that says “When we count our blessings, we count you twice.” Pretty nice stuff. And the thing is, how hard was that?

It’s a little refreshing to see, in the middle of these tough times, a bank that cares about its customers. It’s easy to say “Hey guess what? It’s customer appreciation month! We appreciate you!” and then leave it at that. In fact, at my last job during “Employee Appreciation Month” they laid off 1/5 of the company.

But that little card was like a fortune cookie style complement. And you know what? It felt good.

Well played Wachovia.

10/29 Update: I’d like to learn a little more about this idea. So if someone from Wachovia is reading this, let’s talk!

  • lucas
    So, the impersonal ATM spit out a card telling you how much the brand loves you. Hmmm.

    Personally, I like it when the bank remembers who's money they have in the vault. I like walking in, having my banker greet me by name, and offering to take my motorcycle helmet off my hands so I can dig in my wallet.

    I suppose a little "thank you" is nice every once in a while, but I'd prefer just to be treated like a person at my bank. That's why I don't bank at B of A anymore.

    The FEES man, my god, the FEES!
  • Oh, Lucas - so cynical!

    I know it's not a lot, but I think it's a nice gesture all the same. It would probably make me think better of them if I got on, just every so often, not necessarily every time.

    And it's not a replacement for that personal touch, but if you're going to an ATM, there's not a whole lot they can do about that anyway...
  • I agree that the ATM is a non-personal way to do your banking, but in this case it was my call to use it. I've had nothing but good experiences inside the Wachovia branches I've been to, and have nothing against face to face banking, but sometimes it's easier to hit the ATM if you're in a hurry.

    Also, I think the big difference here is the fact that they actually did take the time to thank me with a thoughtful little insert.

    Couldn't agree more about wanting to be treated like a person. Thanks for reading!
  • ani
    With the banking system in a tumble with hints of massive accounting fraud, I think this means they actually counted you twice on the annual report. Good show, Wachovia.
  • The double edged sword! But honestly with the way my account is, they could have counted me more than twice and it wouldn't have made much of a difference to their bottom line.
  • Yes, we got one of those too. It was a neat touch! I was expecting a Cracker Jack-style surprise, though. :)
  • Haha, agreed! I would have loved a temporary tattoo or mini trading card.
  • LOL! A Wachovia tatt with the logo on it...heck, I'd go through the ATM a few more times for some of those. :D
  • DT
    haha...I can see it now...collect all 7 and win +.01% interest until December '09. :)
  • I agree, a simple splash of creativity coupled with a sincere statement of thanks can make all the defference
  • mac
    Wachovia is a crooked bank. They play so many loop holes and bribes that they pay no taxes. Check the facts
  • I don't know anything about them being crooked or not paying taxes, but what I do know is that they put a nice little message in with my cash and I appreciated that.
  • I'm thinking that ATM fortune cookie messages would be a big hit !

    A Stumble for your efforts :)
  • Mike
    Too bad Wells Fargo is acquiring Wachovia. You can kiss anything you liked about your bank goodbye. And this comes from a Wells Fargo employee. Get ready for fees, impersonal service and sales sales sales.
  • Atif
    The bank's name and the upper management may be changing but we know what Wachovia stood for. That personal customer service will remain our # 1 priority and
    of course who doesn't like to sell?.....Obviously it's a change but it will be a subtle and prosperous transition...... And this comes from a current Wachovia employee! :)
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