I feel compelled to write and congratulate a bank today (yes, I did say a bank!)Â for a great piece of service design.
It’s rare that I pay-in cheques at a branch these days, but alas I had two to deal with. I visited a familiar branch, only to see that it had closed down. The message on the window asked me to go to their ‘exciting new branch’ a few hundred metres away! Yeh right, since when has a bank branch been ‘amazing’ I thought!?
Off I trotted, to find a huge new branch full of terminals, but not many staff. Think Heathrow T5, but not even that bad!. Here we go, I thought. All technology and no thought to what really customers want, are comfortable with, or feel inspired to use. Out of the mist appeared a member of staff who asked what I needed help with. ‘Paying in a cheque’ I said. She directed me to a you know what….a machine!
I’d already filled in my paying-in slip, and had it in my hand, along with the two cheques. She swiftly threw them all in a machine together, unattached, as if it were about to do a 40 degree wash! I then swiped my card, et voila. The machine spat out a photocopy of all the cheques AND the paying-in slip on the cutest bit of tiny paper you’ve ever seen. Amazing! Quick, easy-to-use, and it provided me with something I could physically put in my wallet as a momento.
It was the combo of the mini photocopy, and me not having to ram cheques and slips into an envelope, remember how much the cheques added up to, write on the envelope without bending it and causing it not to enter the mouth of the best, that put a smile on my face. So well done HSBC, all is forgiven, well almost!
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