Hi Everyone,
I have done many bank shops for three or four different companies and I have an average shop rating of 10 with those companies. However, I'm a little frustrated with one company, my newest one. They keep asking me for re-do's on the narrative. I'm going to post my reported narrative, and then the editors comments below it.
I'm not sure that I know how to re-do it at this point, it's been over a week! I'm open to suggestions from seasoned vets!!
<Begin Narrative>
This is apparently a new branch building. It is very small and the parking lot reflects this. The lot is not yet striped and if it were busy, the parking situation would get tight very quickly. There was still construction debris piled in back of the building, but the front sidewalk and parking area looked clean and manicured. As I entered, I did notice that the front "porch" needed to be swept and the walk-up ATM deposit envelopes were askew and in danger of falling to the ground.
Entering the branch, I found it very busy with afternoon traffic. All of the tellers were busy, including the drive thru, so I noted the time and went and sat down. There was a customer in the Personal Banker's office, and one waiting to see her. I picked up a magazine to look at, and watched the bank operations. The customers were often greeted by name, and the tellers were friendly, polite, and efficient. The lobby was spotlessly clean, free of dust or dirt or clutter. I waited for 15 minutes, and as soon as the second customer left, Carla stepped out and with a sincere apology and greeting, invited me into her office.
She introduced herself, shaking my hand, making eye contact and I told her my name. She asked me how she could help me, and I told her I had heard or seen the promotion for the $150 bonus and asked if she would tell me about it. She told me that the offer was available until the end of September, and she told me about the conditions of the offer. She said that I would have to open a new Premier or Prestige checking account, get a debit card, and then have a qualifying direct deposit and make 5 debit card or electronic transactions.
She then told me about the history of the bank, that it was founded in 1898 in North Carolina, that it has grown to more than 400 branches in 17 states and there was even a branch in Washington DC and Los Angeles, CA. She told me that it was one of America's largest family run banks and that it was very stable and secure.
She asked for permission to ask me some questions that would help her to serve me better. I was not able to see what she was writing on. She asked me what I needed most in banking, what my banking habits were, if I used online and/or mobile banking, what my average daily balances were, if I owned a CD or IRA, and if I might be thinking of buying a home or renting.
She mentioned some of the other banking services such as insurance, savings accounts, mortgages, and the Visa credit card. She briefly touched on each one without going into detail. She used the "Find the right banking package for you" brochure,and explained the features of the Prestige and Premier checking accounts, and based on the answers to her questions, she recommended the Premier account for me. She ran down the list in the brochure, told me the requirements to avoid monthly service charges and that I would probably qualify for the Visa Credit Card. she explained the differences between the Basic and premium Overdraft protections, and added that if i had a savings account, I could avoid an overdraft fee by allowing money to be drawn from savings to cover the purchase.
She also mentioned that because I depend on online banking that I might appreciate the Debit Deals program.She explained that based on my debit card use, personalized special offers would be offered to me on a weekly basis.
Before I left, she gave me a customized folder with the banking package brochure, information on the Prestige/Premier $150 bonus, a disclosure of products and fees, a deposit account agreement booklet, a brochure about Cell Phone Protection with the Visa Credit Card, and the customer service line card (plastic) and her business card.
Before I departed, she asked for my contact information so she could follow up, which I gave her, thanked me for coming in, invited me to call if I had questions, and said she hoped I would return and open an account there. She wished me a good afternoon and I departed.
She had a positive attitude and was enthusiastic. It was plain to see that she believes in her bank and enjoys her job. By the time I left, she had me convinced that <this bank> was the best choice for me. If I were looking for a new bank, I would not hesitate to choose <this> Bank.
<end narrative>
<Begin editor comment>
Thank you for completing and returning the report! There are critical areas to clarify and the form(s) have been returned to you through our online system, please review the below questions, revise, and resubmit within 24 hours.
The client needs each YES and NO answer explained in the narrative, would you please add additional detail to the narrative to detail ALL Q's and Yes and No answers marked, especially:
-What FEATURES were pointed out to you? (what were the interest rates, terms, loan process, minimums, opening deposits, what comes with/how product works etc.) for the scenario topic you asked about and each of the various accounts/products mentioned
Thank you and have a great day.
<end comment>
If I didn't mention it, she didn't say it!!!! Help!!
I have done many bank shops for three or four different companies and I have an average shop rating of 10 with those companies. However, I'm a little frustrated with one company, my newest one. They keep asking me for re-do's on the narrative. I'm going to post my reported narrative, and then the editors comments below it.
I'm not sure that I know how to re-do it at this point, it's been over a week! I'm open to suggestions from seasoned vets!!
<Begin Narrative>
This is apparently a new branch building. It is very small and the parking lot reflects this. The lot is not yet striped and if it were busy, the parking situation would get tight very quickly. There was still construction debris piled in back of the building, but the front sidewalk and parking area looked clean and manicured. As I entered, I did notice that the front "porch" needed to be swept and the walk-up ATM deposit envelopes were askew and in danger of falling to the ground.
Entering the branch, I found it very busy with afternoon traffic. All of the tellers were busy, including the drive thru, so I noted the time and went and sat down. There was a customer in the Personal Banker's office, and one waiting to see her. I picked up a magazine to look at, and watched the bank operations. The customers were often greeted by name, and the tellers were friendly, polite, and efficient. The lobby was spotlessly clean, free of dust or dirt or clutter. I waited for 15 minutes, and as soon as the second customer left, Carla stepped out and with a sincere apology and greeting, invited me into her office.
She introduced herself, shaking my hand, making eye contact and I told her my name. She asked me how she could help me, and I told her I had heard or seen the promotion for the $150 bonus and asked if she would tell me about it. She told me that the offer was available until the end of September, and she told me about the conditions of the offer. She said that I would have to open a new Premier or Prestige checking account, get a debit card, and then have a qualifying direct deposit and make 5 debit card or electronic transactions.
She then told me about the history of the bank, that it was founded in 1898 in North Carolina, that it has grown to more than 400 branches in 17 states and there was even a branch in Washington DC and Los Angeles, CA. She told me that it was one of America's largest family run banks and that it was very stable and secure.
She asked for permission to ask me some questions that would help her to serve me better. I was not able to see what she was writing on. She asked me what I needed most in banking, what my banking habits were, if I used online and/or mobile banking, what my average daily balances were, if I owned a CD or IRA, and if I might be thinking of buying a home or renting.
She mentioned some of the other banking services such as insurance, savings accounts, mortgages, and the Visa credit card. She briefly touched on each one without going into detail. She used the "Find the right banking package for you" brochure,and explained the features of the Prestige and Premier checking accounts, and based on the answers to her questions, she recommended the Premier account for me. She ran down the list in the brochure, told me the requirements to avoid monthly service charges and that I would probably qualify for the Visa Credit Card. she explained the differences between the Basic and premium Overdraft protections, and added that if i had a savings account, I could avoid an overdraft fee by allowing money to be drawn from savings to cover the purchase.
She also mentioned that because I depend on online banking that I might appreciate the Debit Deals program.She explained that based on my debit card use, personalized special offers would be offered to me on a weekly basis.
Before I left, she gave me a customized folder with the banking package brochure, information on the Prestige/Premier $150 bonus, a disclosure of products and fees, a deposit account agreement booklet, a brochure about Cell Phone Protection with the Visa Credit Card, and the customer service line card (plastic) and her business card.
Before I departed, she asked for my contact information so she could follow up, which I gave her, thanked me for coming in, invited me to call if I had questions, and said she hoped I would return and open an account there. She wished me a good afternoon and I departed.
She had a positive attitude and was enthusiastic. It was plain to see that she believes in her bank and enjoys her job. By the time I left, she had me convinced that <this bank> was the best choice for me. If I were looking for a new bank, I would not hesitate to choose <this> Bank.
<end narrative>
<Begin editor comment>
Thank you for completing and returning the report! There are critical areas to clarify and the form(s) have been returned to you through our online system, please review the below questions, revise, and resubmit within 24 hours.
The client needs each YES and NO answer explained in the narrative, would you please add additional detail to the narrative to detail ALL Q's and Yes and No answers marked, especially:
-What FEATURES were pointed out to you? (what were the interest rates, terms, loan process, minimums, opening deposits, what comes with/how product works etc.) for the scenario topic you asked about and each of the various accounts/products mentioned
Thank you and have a great day.
<end comment>
If I didn't mention it, she didn't say it!!!! Help!!