A pair of customers came in this morning to renew a Certificate of Deposit. They came in just after 10:00, and were pretty standoffish the whole time. While I was typing up the new CD, the guy asked a strange question.
SC: Are the hours on your door correct? You open at 9:00?
Me: Yeah.
SC: If I knew that, I would have been here at 9. Your website said 10-4.
Me: <genuinely confused> Really? I'll have to look into that and get it corrected.
SC: And it only listed two email addresses. One for <Main Branch> and one for Goodhair.
Me: That doesn't sound right. While we're waiting for your documents to print, let me look at it. <pulls up Contact Us page & turns monitor to SC> Is this what you were looking at?
SC: <squints> I forgot my glasses, but I'm sure it said 10-4. I searched for <old bank name>, but it definitely gave <Main Branch location>.
Me: I'll look into it later, but your documents are done. Let's go over them.
At that point, he dropped it. They were kind of reserved and seemed cranky the rest of the time they were here, but we got through the rest of the transaction without issue.
Our website has a prominent Contact Us page, with each branch's hours. They are correct. At the bottom of the page, it lists a BUNCH of email addresses, though the only one at our branch is neither mine nor Goodhair's.
I did manage to find a site that listed our hours as 10-4, but it was one of those "review" sites. They had a link to our website, though, so I still don't feel like the SC has an excuse. I think he was just trying to find something to complain about.
SC: Are the hours on your door correct? You open at 9:00?
Me: Yeah.
SC: If I knew that, I would have been here at 9. Your website said 10-4.
Me: <genuinely confused> Really? I'll have to look into that and get it corrected.
SC: And it only listed two email addresses. One for <Main Branch> and one for Goodhair.
Me: That doesn't sound right. While we're waiting for your documents to print, let me look at it. <pulls up Contact Us page & turns monitor to SC> Is this what you were looking at?
SC: <squints> I forgot my glasses, but I'm sure it said 10-4. I searched for <old bank name>, but it definitely gave <Main Branch location>.
Me: I'll look into it later, but your documents are done. Let's go over them.
At that point, he dropped it. They were kind of reserved and seemed cranky the rest of the time they were here, but we got through the rest of the transaction without issue.
Our website has a prominent Contact Us page, with each branch's hours. They are correct. At the bottom of the page, it lists a BUNCH of email addresses, though the only one at our branch is neither mine nor Goodhair's.
I did manage to find a site that listed our hours as 10-4, but it was one of those "review" sites. They had a link to our website, though, so I still don't feel like the SC has an excuse. I think he was just trying to find something to complain about.
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